volunteer - Southlake Regional Health Centre

Transcription

TRANSFORM A LIFE EDUCATE INTRODUCE INSPIRE CELEBRATE INFORM INSPIRE INTRODUCE TRANSFORM A LIFE EDUCATE INTRODUCE
VOLU N T E E R Life
WINTER 2014
Keeping Southlake’s volunteers informed
“Volunteers are Valued”, says Southlake’s COO
o Southlake’s Chief Operating Officer, Helena Hutton, our volunteers
are highly valued. Not only for what they do every day to support
patients, their families, physicians and staff, but their contribution has a
direct impact on hospital strategic goals and the bottom line. They are
people with heart, she says – those who make a connection with patients,
one on one, and create exceptional patient experiences.
Last year Helena spoke to a group of volunteers on Volunteer Education
Day about the significant contribution volunteers made to Southlake’s
recently introduced Strategic Plan. And what she said really struck a
chord with those in attendance.
In her presentation, she spoke about the Plan’s strategic goals, and then
tied them to the actions of several volunteers who had been nominated for
Awards of Excellence. By doing so, she showed how each of these
volunteers made a difference – to patients and their families, and to
hospital staff.
Some are involved in seniors and chronic patient care – like the volunteer who arranged for a musician
to play a palliative patient’s favourite song for her, and then made her a scarf embroidered with the name
of the song.
Some function as an integral part of a department team. One volunteer is such a valued member of her
team that any department celebrations are held on the day she volunteers so she can be included.
Some always put patients first, like the volunteer in the Cancer Centre Family Library who went the
extra mile by efficiently obtaining information for an Emergency Department patient and insisted on hand
delivering it during a cold winter snowstorm. Other individuals
exemplified creating exceptional patient experiences; some treated
Inside this Issue
patients like family; some were portrayed as ‘giving a damn’– and more.
COO Values Volunteers
With these examples, the hospital’s mission, vision and values were
Meet Jen, Staff Liaison
brought to life.
Minstrels of Southlake
Helena came to the hospital in 2007 and was appointed Chief Operating
The Thompsons
Officer, Vice President, Relationships late last year. She says she loves her Community Connection
work – loves the culture – and loves the fact that, despite being a growing
Sandra Smith— VP Our People
regional facility, Southlake has not lost its sense of community.
Kathy Ferguson, Spiritual Care
This summer I had the pleasure of sitting down with her to hear her
Pam Brown, Village
Paula Cook, Foundation
thoughts on the volunteer group. Warm and easy to talk to, she is
enthusiastic about the volunteers at Southlake and appreciative of what
Pool/Rehab—Jay
Volunteer Survey
each one does. She “wants all volunteers to know how valued they are”
and she feels strongly about it.
Transform A Life
Photo credit—Corporate Communications
T
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(Continued on Page 2)
T R A N S F O R M A L I F E • P U T PAT I E N T S F I R S T
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GIVE A DAMN! • PUSH THE ENVELOPE • HONOUR YOUR COMMITMENTS
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VOLUNTEER Life
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TRANSFORM A LIFE EDUCATE INTRODUCE INSPIRE CELEBRATE INFORM INSPIRE INTRODUCE
(Continued from Page 1
She talked about teamwork among physicians, staff
and volunteers. “Volunteers certainly are valued
members of the team”, she says, very much an integral
part of our hospital’s healthcare.
And she stressed the importance of exceptional
patient experiences, a main focus in the Southlake’s
Strategic Plan and an area where volunteers are key.
Hospitals provide the technical side of health care –
acute care. “It’s what we do best,” she says. Although
Southlake has caring staff, they don’t always have time
to provide all the support needed. It’s the volunteers
who make experiences meaningful for patients and for
staff, and patients remember those experiences – how
they felt at the time.
J
The volunteer group’s contribution also means more
pairs of hands to support patients, their families and
hospital staff. Over the last fiscal year, 1,081 volunteers
contributed over 109,000 hours! As Helena pointed out,
this is significant – it’s equivalent to 50-60 full time
employees – people who are able to focus on the little
things that make a positive difference.
She also made the point that, although a few
volunteers were singled out in her presentation last year,
ALL volunteers are valuable, not just those nominated
for awards. “Each one could be given an award – every
year”, she said.
Southlake’s senior management recognize that
volunteer efforts – every day – do indeed make a
difference. VL
— June Yates
Meet Jen – Staff Liaison Extraordinaire
Photo credit – Kathryn Henkenhaf
ennifer McQuaig loves her job – it’s obvious when she speaks about her
role as Staff Liaison for volunteers within the Medicine Program.
Jen has been at Southlake for nine years, the last four in her current
position as Educator, Medicine Programs (this includes 6th Floor Medical,
MACU and Cancer Care). She loves working with volunteers because
“volunteers add so much to the programs by being there helping patients and
playing an integral role in ensuring the programs run smoothly.”
Having worked with volunteers during her whole career, Jen feels strongly
that they are a positive addition to hospital programs and that, when she is
engaged with them, they get a lot more out of their experience. All the
Volunteer Karen Skalkos (left),
frontline staff in her areas love their volunteers and co-op students, because
with Jennifer McQuaig
the time these volunteers spend with patients and the help they provide,
keeps the patients happy and that makes the staffs’ jobs so much easier. Having volunteers and co-op students, Jen
states, makes a huge impact on patients and staff. All volunteers are part of the Medicine team – they have input at
staff meetings and safety huddles, and are included in social events.
The Patient Discharge Call Program is manned 100% by volunteers and has made a major difference to patient
care in the Medicine Program. The calls are scripted with key messages, and the system is designed to pick up any
issues that are then forwarded to the appropriate person(s) to be addressed. The information from the calls is
gathered and then used to track trends to improve patient care, to deal with any issues that may arise and to
provide staff and volunteer recognition. Southlake is the first hospital in Canada to engage volunteers (real
voices, not recorded ones) to make patient discharge calls!
Jen is proud to work with her volunteers. She feels it’s important for staff to see what volunteers do for our
patients, and to see the difference they really make. I know the volunteers, co-op students and staff are fortunate to
have Jen working with them. Even in the short time I was on the floor for this interview, it was obvious that Jen is
dedicated and hard-working, loves working with volunteers – and loves what she does – which makes her an ideal
Staff Liaison! VL — Kathryn Henkenhaf
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T R A N S F O R M A L I F E • P U T PA T I E N T S F I R S T
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TRANSFORM A LIFE EDUCATE INTRODUCE INSPIRE CELEBRATE INFORM INSPIRE INTRODUCE •
VOLUNTEER Life
The Minstrels of Southlake
— Janet Rentsch
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Photo credits – Janet Rentsch
M
usic at Southlake is much more than just entertainment. At our
hospital it is therapeutic, and a way to promote wellness and
physical rehabilitation, as well as improve patients’ socialization and
awareness. A group of talented volunteers provide music for patients
in the hospital’s Mental Health Unit and Transitional Care Unit (TCU),
and they make a huge difference in patient recovery and rehabilitation!
Ed Winacott has been a music volunteer at Southlake for more than
ten years and loves what he does. On Wednesdays in the Mental Health
Unit lounge, he provides music ‘café’ style, playing guitar and singing a
variety of songs, including some he has written himself. Patients love to
listen and make special requests, singing along and sometimes playing
along with him on the unit’s guitar.
Ed then moves to TCU and Marlyn Taylor joins him, with her lovely
Ed and Marlyn singing to Olga on TCU
singing voice. Here they sing the songs of the past many of the patients
can remember, and song sheets are provided. Volunteers bring patients to the lounge, where they sit and listen to
the music or actively join in with song and tambourines or maracas. On warm, sunny days they go outside to the
3rd floor patio, allowing other patients and visitors to participate. And on special occasions, Edith Hawkins comes
from Fenelon Falls and accompanies Ed with her wonderful Celtic instruments.
On Monday and Friday mornings, music can be heard on the Mental
Health Unit, when Frank Pursley and Stephanie King come to play and
sing. Patients gather in the lounge to listen, sing along and often join in
with tambourines or maracas.
Frank started playing guitar and singing at Southlake in July, and on
Fridays when Stephanie is there she joins him. He plays and sings for an
hour or as long as his audience can keep him playing. Frank is a recent
graduate from Guelph University where he studied neuroscience and
hopes to find a research job in this field. He has been playing guitar and
singing since he was a child and he tailors his repertoire to his audience,
who make requests.
Stephanie plays her guitar and
sings at the hospital once a month Frank Pursley
or more, work shifts permitting.
She says she has found her niche on Mental Health, where the positive
feedback she gets from the patients makes her feel appreciated and
allows her to interact with her audience. Her repertoire covers
everything from older rock music to today’s top tunes. She taught
herself how to play guitar in high school. When it comes to her singing,
she says the patients at Southlake are the first – and last – audience she
has sung for, “other than my border collie at home”. Her career goal is
to be a police officer, where she hopes to continue to make a difference
in the community.
Stephanie King
Music at Southlake does make a difference to patients and their
families, thanks to a group of volunteer minstrels who give of their time
and talent. VL VOLUNTEER Life
Jack and Sylvia Thompson – Volunteering Together
f you come through Southlake’s east entrance on
a Friday, likely you will be greeted by courtesy
volunteer Jack Thompson. And if you continue down
the hall to the gift shop, you probably will be helped by
his wife of 58 years, Sylvia Thompson, also a volunteer.
The Thompsons are one of many volunteer family
combinations at Southlake. And they are delightful.
Both Sylvia and Jack are compassionate and down to
earth, with a great sense of humour. When asked about
what they liked best about volunteering at the hospital,
their answers were similar; they both enjoy giving back
to the community and interacting with the public.
Sylvia tells me the main part of her job – which she
thoroughly enjoys – is helping people. Individuals
come in to the shop. in all states of mind, she says,
often taking time to chat. And when they drop in during
treatment or rehab over a period of time, it’s rewarding
to see their progress. Last year, 68,374 people were
served in the gift shop.
Jack loves meeting people, so being a courtesy
volunteer is the perfect fit for him. Some visitors just
need a quick direction, but
others are under more
stress, or not very confident
about finding their way.
Jack sorts out how best to
help them, and he is happy
to escort them to their
destination if they wish.
Courtesy volunteers helped
47,769 people last year.
He also volunteers at the
courtesy desk on Tuesdays, and conducts hospital tours
for new employees. He says that hearing their stories
and seeing their pleasure at starting a new job is great.
Good exercise, too.
Jack has made some good friends over 11 years of
volunteering and enjoys visiting his best friend Sylvia
in the gift shop on Fridays. For the Thompsons,
volunteering together is a rewarding experience to
share in their 58-year partnership.
— Laurie Bowers
Photo credit – Janet Rentsch
The Community Connection
M
oyna Fennell has a
smile in her voice –
and a Scottish lilt – when
she calls patients about their
upcoming appointments in
Diagnostic Imaging (DI).
Some patients are nervous
about their visits, and Moyna
listens to their concerns and
answers any questions. She also provides details about
arrival time and fasting requirements. In some cases a
patient may not be aware of a scheduled appointment,
and the phone call ensures they are there for their test.
CT scans cost on average $330 to $900 each. “No
shows” directly impact wait times and decrease the
efficiency of the CT scanner.
For some patients who live alone, the friendly call
means contact with the outside world and someone to
talk to. For most, the connection via telephone helps
patients feel comfortable about their appointment. For
DI, the personal contact keeps the flow of patients
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moving and the work of the technicians more efficient.
Moyna has been a Southlake volunteer for over ten
years in the Community Connection Program, one of
six dedicated volunteers who assist DI and patients with
the appointment process. She makes between sixty and
eighty phone calls a week; in total, the group makes
8-10,000 calls each year.
Initially she was the only volunteer but since then the
group has grown, and for five years Moyna has
functioned as a volunteer trainer. With the help of Dale
Lloyd, her staff liaison, she prepared a binder and
checklist with suggested responses other volunteers can
use. The binder covers many of the questions patients
ask and helps new volunteers make their first calls. It’s
also a way for the volunteers (who all work alone) to
communicate with each other and Dale via written notes.
The work in DI flows more smoothly thanks to
Moyna and her crew of volunteers. And the patients
feel that Southlake cares. They are not just a number
when they come to the hospital.
— Janet Rentsch
Photo credit – June Yates
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VOLUNTEER Life
S
andra Smith is a
‘people person’, well
suited to a leadership role
involving Our People at
Southlake. Recently I had
the opportunity to meet her,
and hear her thoughts on her
new role and plans for the
volunteer group.
She knows that, in healthcare, people are important.
They have an impact on professional practices, and this
makes a difference in patient experiences, a primary
focus at Southlake. To Sandra, leadership involves
developing and building talent, and she intends to build
a strong team at Southlake. “We need engaged people”,
she says, and we want to retain them.
Six months ago she became Chief Human Resources
Officer and Vice President Our People. She says
Southlake is a “fabulous organization” and she is
finding the work exciting. She was attracted to our
hospital because of the new role that had been created.
In other hospitals she has initiated talent management
programs, overseeing volunteer programs as well.
Under her wing are Community Resources and the
volunteer group. “Our volunteers do a fabulous job”,
she says, and recognizes their positive impact on both
patient experiences and the staff and physicians they
support. She sees the volunteer group as an important
part of the hospital team and a much valued resource.
Building talent and forming a team means planning
ahead and developing strategies, and work has begun on
an HR Work Force Plan. To complement it, a Volunteer
Work Force Plan is being developed in Community
Resources under Manager, Mary Ryan. Mary’s team
will be looking at the present volunteer group and
projecting needs into the future. Questions that are
being asked include: How many volunteers will be
needed as we move forward? What do they need? What
do volunteers want, what would they like to do – and
how do we find those opportunities at Southlake?
Sandra looks forward to expanded opportunities and
roles for Southlake volunteers. There will be new things
to do and more choice, in order to capitalize on the
significant skills and expertise available. She sees exciting
times ahead for Our People, including our volunteers, and
plans to be a regular contributor to this newsletter.
— June Yates
W
Kathy Ferguson, Spiritual Care
hen you meet Kathy Ferguson, you notice her friendly, open smile. As one of
Southlake’s Spiritual Care volunteers, she drops in to see patients who have
requested a visit. People may be far away from home, family or their faith community
while in hospital, she explains, and the Spiritual Care program provides patients with
support at a time when they might really need it. Even when people are facing major
physical challenges, Kathy finds they often are focused on their spiritual wellbeing.
When she visits patients, Kathy tries to provide hope, comfort and encouragement.
Since Southlake’s Spiritual Care program is multi-faith, a patient may request a visit by
a spiritual leader from their own religion.
Kathy brought her warmth and experience to the Spiritual Care team seven years ago, having volunteered at
Doane House Hospice for twenty years. She has been a patient at the hospital, off and on, for thirty years, so she
wanted to give back in return for the care she has received. She is most impressed with Southlake’s commitment to
providing spiritual care as part of the healing process, so patients can receive both the physical and spiritual care
they need. Spiritual Care volunteers made 11,152 visits last fiscal year and shared 4,359 hours.
“Kathy is a dedicated spiritual care volunteer who is always willing to offer emotional and spiritual support to
our patients, families, staff and volunteers”, says Vicki Cousins, Coordinator of Spiritual Care. “I am truly grateful
for her generous sharing of compassion, commitment and sense of humour.”
Kathy loves what she does, loves the hospital and loves the people. She is in the right place.
— Laurie Bowers
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Photo credit—Corporate Communications
More Opportunities for Southlake Volunteers
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•
An “Unbreakable Bond” at Southlake Village
am Brown knew she wanted to volunteer at
Southlake Residential Care Village after she
retired. For thirty-two years she worked at the Village
as a PSW (Personal Support Worker) and now she
has her wish. As a volunteer, she transports residents
to and from the hair salon at the Village every
Thursday morning. And she loves it.
Over her years working at the Village, she had
formed a strong bond with many of the residents on
the second floor, and wanted to maintain the closeness
she feels to them. “I’m doing this for me,” she says.
Now she is getting to know residents on different
floors, and making new friends. To Pam, the Village
environment is like a large family and where she
wants to be.
Having their hair done, particularly for the women
residents, gives them a lift. They thoroughly enjoy –
and look forward to – the pampering they receive at
the salon. Nearly all of them use wheelchairs, so
volunteer assistance is
important. The hair salon is
open four days a week and
there is a volunteer for each
morning shift. Without their
help, Carol the hairdresser
would have to bring
residents to the salon herself.
Wendy Ferguson,
Volunteer Coordinator at the
Village, says “It is truly heartwarming to have Pam, a
former staff person . . . now a volunteer at Southlake
Village.” For Wendy, it “proves that working and
volunteering at the Village can create an unbreakable
bond with the residents . . . I am thrilled she is
volunteering with us.”
Undoubtedly the Village residents feel the
same way. VL
— Janet Rentsch
Volunteer Paula Cook Named Chair of love lives here Campaign
Photo credit Claire Jones, Southlake Foundation
P
aula Cook was attending the 2013 Southlake Gala when she first heard the plan to build a residential
hospice on the Southlake Campus. “I instantly knew this was something I wanted to support,” says Paula.
“End of life care is extremely important, but it is missing in our community.”
With her eagerness to support the hospice and her extensive fundraising background, Southlake Foundation
knew Paula was the ideal person to lead the love lives here campaign cabinet. Bringing ten years of fundraising
experience from the United Way of Greater Toronto and two years’ experience as Director of Operations at Mount
Sinai Hospital Foundation, Paula’s background gives her the knowledge and understanding to make this
campaign a success.
As cabinet chair, Paula will be the public face of the love lives here campaign, responsible for its successful
completion. She will set the tone and pace of the campaign, working closely with campaign counsel and
providing the overall leadership and management of the campaign through the members of the campaign cabinet.
Her commitment and dedication will provide inspiration and motivation for the rest of the volunteer leadership. A
loyal supporter of Southlake Foundation, Paula offers a unique perspective to her role as chair, using her
fundraising background and her experience as a donor. When the
hospice is completed, it will welcome 150 volunteers.
Southlake Foundation is thrilled to have Paula on board in this
volunteer position and she is excited to make this campaign a
success! “Being tasked with raising $12 million dollars is a bold
goal,” says Paula. “But many hands make light work. I know that
we can count on my fellow cabinet members, Southlake Foundation
and our community to make this happen!” VL
— Jennifer Rae, Coordinator, Philanthropy and Engagement,
Southlake Foundation
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VOLUNTEER Life
VOLUNTEER Life
Making a Splash in the Whipper Billy Watson Pool
J
ay Fancie knows what rehabilitation is all about –
from the perspective of a patient as well as in his
volunteer role in the Whipper Billy Watson Therapeutic
Pool at Southlake.
In the pool, along with other volunteers, he offers
practical help and encouragement to patients on
Thursday afternoons. Over the last few years, Jay has
had both hips replaced and, this past summer, both
knees. His recovery has been impressive, and his
personal experience and dedication help make him a
valuable resource. Carrie Ann McQuaid, pool
coordinator, says “Jay has been a huge asset to us. He is
so caring and, because of his surgeries, he can share his
rehab experience with the patients”.
Jay loves what he does and finds it particularly
satisfying to see individuals progress in their
rehabilitation. He’s knowledgeable, kind, easy to talk to
and actively offers assistance – a gentle man and a
gentleman.
W
And the patients respond. Many of them have had
surgeries to hips, knees, back or shoulders; some have
chronic conditions or mobility issues. The pool
environment is a positive one and it’s social; laughter is
heard and friendships are formed. At around 92 degrees
F, patients can exercise in the pool without stressing
joints, and all the volunteers are supportive. Other
patients are, too – they share their stories and benefit
from talking about their issues. As one of these patients,
I can attest to the value of using the pool, with the
strong support of Jay and all the volunteers. To me, our
pool is a community treasure.
Forty-two individuals volunteer during eight sessions
each week, averaging 200 visits. All have CPR and lifesaving training as well as instruction on the exercises
used in the pool. “Without our volunteers our program
would not be where it is today. They dedicate
thousands of hours a year to help adults and children in
the pool”, says Carrie Ann, “and I cannot thank them
enough”.
Soon, Jay will assume a new volunteer role, assisting
physiotherapists in the Rehab Department’s gym,
helping patients as they work their way through a series
of exercises after knee surgery. It seems fitting that he
will be able to continue sharing his experience with
others, just as he has been doing in the pool.
He is a valuable resource and is making a
difference. VL — June Yates
Volunteer Opinion Survey Update
e continue to build on your feedback from the November 2013 Ontario Hospital Association/Professional
Administrators of Volunteer Resources-Ontario Volunteer Opinion Survey. On September 30th, the
Community Resources Department hosted a Staff Liaison/Volunteer Trainer Education session to look for ways
to strengthen volunteer/staff relationships in order to improve the survey team work score from 88.3% to 90.3%.
Forty-four staff liaisons and volunteer trainers were in attendance. Key ideas were to find ways to have more fun,
and for staff and volunteers to get to know each other better.
Community Resources Department staff and volunteers from the Volunteer Leaders’ Council will be meeting
with staff liaisons over the next few weeks to see how well they are doing in implementing the ideas and
strategies that were discussed. The Community Resources Department will also conduct two short online surveys
with all hospital volunteers in November and February so we can track progress.
We will keep you posted! VL — Mary Ryan, Manager, Community Resources/Diversity & Inclusivity
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VOLUNTEER Life
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Transform a Life – Volunteer!
Photo credit—Southlake Foundation
T
VOLUNTEERS
ARE HELPING
TRANSFORM
LIVES
AT SOUTHLAKE
Southlake volunteers care with passion and commitment. Do you?
Volunteer during daytime hours! Join the Southlake Family!
CALL 905.895.4521 EXT. 2104 TO REGISTER FOR AN INFORMATION SESSION
OR APPLY ONLINE AT SOUTHLAKEREGIONAL.ORG
YOU CAN HELP TRANSFORM A LIFE
Volunteer Hours — an Update
Our goal – to reach 112,500 hours by March 31, 2015 112,500
Hours donated from April 1 to November 30, 2014 81,334
Number of volunteers as at end November, 2014
1055
We are always looking for story ideas. The next issue of Volunteer Life will be distributed
Spring 2015. The deadline for submissions is noon on March 30, 2015. Please forward your
submissions (Microsoft Word format) or story ideas to Community Resources in the Central
Mailroom or via email to Mary Ryan at mryan@southlakeregional.org
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— Mary Ryan, Manager Community Resources/
Diversity & Inclusivity
Volunteer Life Staff
Submissions to Volunteer Life
596 Davis Drive, Newmarket L3Y 2P9
he volunteer program at Southlake
continues to grow and expand in leaps
and bounds. We presently have approximately
50 day time vacancies we are recruiting
for, as a result of program expansions
and increased demands from our staff for
volunteers. These opportunities are located
in the hospital, Stronach Regional Cancer
Centre and Southlake Residential Care
Village.
Working with The Foundation’s “Transform
a Life campaign”, several brand new volunteer
posters are being developed to help with
recruitment – see the example on this page.
The posters will be displayed in key areas of
the hospital, but we will also need your help to
spread the word to the people you know and
the communities we serve. Posters 8-1/2" x
11" will be available in the Community
Resources Department, Stronach Regional
Cancer Centre Volunteer Office and Southlake
Residential Care Village Volunteer Lounge in
January, 2015.
When available, we invite you to pick up
one or two and post on the notice boards of
any groups that you participate in. The posters
also will be sent to you electronically so you
can share through social media.
If you refer someone to us and there is a
successful match, your name will be entered in
a quarterly draw. The first draw will take place
on March 30th, 2015, and two lucky winners
will be announced in the April 6th, 2015
weekly volunteer update, “In Touch, In Tune”.
905-895-4521
Managing Editor – Mary Ryan, Editor – June Yates
Contributing Writers – Laurie Bowers, Kathryn Henkenhaf
and Janet Rentsch
Graphic Designer – Cécile Daillie
The Southlake Regional Health Centre Southlake Village Volunteer Life is published for our Volunteers by the Community
Resources Department. Submissions, including letters to the editor, are welcome. The volunteer editor reserves the right to
edit all materials submitted. Opinions expressed in Volunteer Life are those of the authors and do not necessarily represent the
views of the Hospital or its administration. Contents of Volunteer Life may not be reproduced without written consent of the
Community Resources Department.
•

volunteer - Southlake Regional Health Centre

Transcription

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