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1 Issue 4 Summer 2013 Details of Volunteer Experiences IN THIS ISSUE: Best Care for All Update Coordinators Reports Opening the Boris Clinic at MUMC Dress Code Update Aadil Ali s Volunteer Experience Memorable Moments Positions Available Photobooth Fun The DOVE Newsletter is a publication of Hamilton Health Sciences Volunteer Resources Design & Layout: Bridget Greer Comments? Aadil Ali BEST CARE FOR ALL AT HHS Submitted by Lorraine McGrattan Hamilton Health Sciences has five goals that will help us achieve our vision, Best Care for All. We have made great progress in the first year of the strategic plan. Momentum is building as each of our strategic goals comes to life through initiatives that are experienced throughout our organization. A great deal of work has taken place to create the foundations and infrastructure to achieve this goal including the establishment of the Office of Patient Experience. Initiatives include: Hearing the Patient s Voice a patient experience survey was developed to collect real time feedback from patients and families. A baseline survey collection of 1200 patients in inpatient, emergency and ambulatory areas was completed. Patient and Family Centred Care (PFCC) and Service Excellence- the HHS PFCC model (Communicate, Collaborate & Respond) was reviewed and enhanced to include the concepts of compassion and service excellence. To support this, 80 patients were interviewed to identify behaviours patients and families see, hear and feel when staff are delivering the values of our PFCC model. A model to support staff to respond to patients when service does not meet expectations was also developed. Best Practices for Patient Experience a review of best practices and experiences in the literature and in other organizations was completed to inform how to best implement patient and family advisors, spread the vision of patient and family advisory councils and to enhance waiting in ambulatory care. Engaging Staff in the Patient Experience the year started with attendance of 500 of our staff at the Quality & Patient Safety Symposium which focused on the Patient Experience. Since then 300 patient experience leaders have been identified throughout HHS. They attend quarterly Collaborative Learning Forums to provide feedback to patient experience planning and to learn more about supporting the patient experience. Finally, a plan was developed to share and engage staff further in learning about further enhancing the patient experience in the coming year.

2 COORDINATORS REPORTS MUMC Jody Casselman & Trisha Martin Happy Summer! For many of our students who have completed their school term, it s officially their summer break. Time for sunshine, traveling, summer jobs, and for some students, extra time to volunteer! Thank you to all who stay through the summer term and support our programs. We have had a busy winter here at McMaster, recruiting for new volunteer opportunities that have been developed. The Boris Clinic opened Phase One of the new clinic on June 30th. This outpatient adult clinic is looking for volunteers who can provide an excellent patient experience in the clinic. If you know of anyone who would like to become part of the opening team, and have weekday morning or afternoon availability, please me at See the official announcement for the Boris Clinic and photo on page 6 JHCC Liz DeLuca I am Summer, come to lure you away from your computer. come dance on my fresh grass, dig your toes into my beaches Oriana Green We have been waiting months for this, and now finally, the sunshine and warmth has arrived. It won t be long now before we are grateful for air-conditioners, fans, pools and sunscreen! Thank you to all of the JH and JCC volunteers for making our sites the highest ranked in completed volunteer surveys! Dorothy, Samantha, Lorraine and I had the pleasure of hosting a volunteer pizza party to celebrate-way to go! See the photo on page 8. Over the last few months we have been pleased to see the number of student volunteers increase. Our student team captain, Batoul Abbas, has been very busy training all the new recruits. We have created a new volunteer placement, CICU (very similar to our ICU placement), and have 3 adults volunteering in this program. Look for more details in the Positions Available section on page 9.

3 COORDINATORS REPORTS GENERAL Nancy Hayes As always there are changes to report at the General Site. Our ICU and OR areas have recently been locked-down. This is restricting entry in those areas on the 3rd floor to staff only. There are telephones posted outside both areas for visitors to gain entry. We also have a new exercise area on 4 North just across from our office. It s called SHINE. There is an open area for exercise classes and some equipment. Volunteers are welcome to use this facility and if you are interested in seeing or using it, please contact me. On Monday May 12, the second phase of construction for the Mc- Master Children s Health Centre began on the Wellington Street Parking lot across from the Rehabilitation Centre. This will be a facility for four programs currently located at the Chedoke Site: Autism Spectrum Disorder Service, Child and Youth Mental Health Program, Developmental Pediatrics, and Rehabilitation Program and Prosthetics and Orthotics. Opening date is planned for late As always, we are looking to add to our compliment of greeter/ wayfinding volunteers in the front lobby. If you know someone that would enjoy meeting people and taking them to areas in the hospital please encourage them to give us a call or submit an on-line application. Thanks and I hope you get out and enjoy this nice warm weather. It s been a long winter and I m so glad to see the sun. Enjoy! Congratulations to all of the recipients of the Leaders of Tomorrow Scholarship at Hamilton Health Sciences. A special congratulations to our two volunteers, Stephanie Bertolo from the Juravinski Hospital and Nicole Rakowski from McMaster Children s Hospital.

4 COORDINATORS REPORTS ST. PETER S Joan Annibale I m back! Thank you for all the support and well wishes received while I was on sick leave. Glad to be back and able to work with such amazing people! WELL DESERVED PRAISE FOR OUTSTANDING SUPPORT Congratulations to two of our volunteers who were invited to attend the Service Awards for Geriatric Excellence (SAGE) Award on April 25, 2014 at the Burlington Convention Center. The Pearl Award was estabshed to recognize staff, physicians, volunteers, students and residents who demonstrate excellence in caring for seniors. On May 21st, two volunteers were presented a Pearl Award for their support of a patient during an exceptionally stressful time. Marie Neath was nominated by Florence Leet. Diana Sauve was nominated by Alice Lusted. Being recognized by the patients that you support is a valuable recognition! Congratulations to Irene Alfred and Micelle Xiong who were nominated to receive the Max & Stella Rotman Humanitarian Award. This award recognizes outstanding student leaders in grades 11 and 12. The award ceremony was held on Monday June 2nd at Temple Anshe Sholom. Rose Montesanto and Diana Sauve were nominated by Liz Mersereau, Site Administrative for St. Peter s Hospital to recognize their caring and compassionate support of the patient during the crisis. When the patient was asked how staff could help, she requested Rose and Diana come to her aid, said Liz Mersereau. Diana and Rose were able to calm the patient and help her to understand the situation and provided support the next few days to make the situation better. Both Rose and Diana were grateful for the recognition but feel it is just part of their role, to enhance the patient experience.

5 ST. PETER S PATIENTS SAY THANKS! A big thank you to our two Co-op Students who were assisting with activities February through June. Joshua Annett and Olivia Pericak have visited patients on the units or escorted them to the Cafeteria for a change of scenery. Assisting with Therapeutic Recreation activities and special events, Josh and Olivia help to set up the activities, escort patients to the auditorium and provide assistance to enable patients to participate. Activities include Bowling, Bocci, Horticulture, Guys Club, China Tea Time and special events. Recently, patients were taken to the Parkdale pool where volunteers helped them to fish for trout! It was a first time for many of the patients and enjoyed by all. TO ALL OUR STUDENT VOLUNTEERS As students enter a new grade or level of High School/ College/University, please let your Coordinator know so your file can be updated. Fall schedules and shift changes: please contact your Coordinator when your September school schedules have been confirmed. Victoria Bozzo, a student volunteer at the St.Peter s site, plays the piano on a weekly basis in the hospital cafeteria. During a span of a few weeks unfortunately, she was unable to attend her scheduled volunteer time. Upon her return to the cafeteria, an elderly woman came over, sat down and said Well, now I have my entertainment. I was sick for 4 weeks. I really missed you! It s moments like this that Victoria knows that she is making a difference and doing something worthwhile. Victoria is a grade 9 student at St. Thomas Moore High School. If you are interested in providing entertainment, please contact Joan Annibale at ext or Farewell to our university students that have gone home or to work for the summer. We look forward to your return in September! Please contact your Coordinator as soon as your schedules and availability are known. Best Wishes and Good Luck to all our students heading away to college or university in the fall. We will miss you!

6 BORIS CLINIC ANNOUNCMENT McMaster University Medical Centre (MUMC) opened a multi-specialty internal medicine adult outpatient clinic in late June. Named after its major donor, it will be known as The Boris Clinic. This innovative service will combine clinical care, education and research to create the first adult outpatient internal medicine teaching unit in Canada. It will provide integrated care, where patients may see multiple specialists in one coordinated visit, with enhanced communication and collaboration with the family doctor. The goal is patient-centred care that is timely and easy to navigate. The reception area in the Boris Clinic is bathed in natual light with an open, airy feel. CHANGES TO OUR DRESS CODE Volunteer Resources is not only enhancing the comfort of patients, but we are enhancing our existing uniform. In an effort for volunteers to project a level of professionalism that is warm and inviting to our visitors, we thought it necessary to create consistency for all and modify the existing uniform policy. By September 2014, all volunteers will be required to wear a white top (short or long sleeves no tank tops) with black pants. Please, we are asking you to refrain from wearing jeans. Our model Bob Mullen looks resplendent for his first shift in the new Boris Clinic!

7 VOLUNTEER EXPERIENCE Submitted by Trisha Martin During the summer, it is not a surprise that a lot of our student volunteers embark on journeys beyond the environment of the hospital in order to continue giving and learning. This past May, one of our volunteers at McMaster Children s Hospital Aadil Ali took a trip to Guatemala, learning about the different style of healthcare in Central America while assisting the less fortunate, offering medical support as part of a group of 16. On his regular clinic days, Aadil and his peers would fill out patient assessment forms, take vitals, and help determine the patient s diagnosis with the help of a lead doctor. Aadil explains, You really get the chance to experience a different view of life. Trips like these make you appreciate the little things a lot more. Aadil is entering his third year of Molecular Biology & Genetics at McMaster, and has volunteered at MUMC for just over a year. Currently Aadil is working on fundraising for scholarships for African Students in Somalia at Nugaal University for those who can t afford education. We always encourage all volunteers to help out as much as possible, and to share their exciting stories about any trips they go on. Crunchy Almond Butter Banana Bites Ingredients: 2 large bananas, peeled and sliced crosswise into ¾ inch wide pieces 3 tsp roasted chunky almond butter or peanut butter 2 tbsp dark chocolate chips ½ tsp coconut oil 2 tsp sliced almonds, toasted Directions: Submitted by Liz DeLuca Line a large plate with a piece of parchment paper and place the sliced bananas on it. Carefully spread ½ tsp of the almond butter on each banana piece. Place the plate in the freezer to chill for at least 30 minutes, until the banana firms up. In a small saucepan, gently melt the chocolate chips and oil together over very low heat. Stir to combine. With a small spoon, drizzle some of the melted chocolate on top of each banana piece. Immediately sprinkle the banana pieces with the almond slices and stick a toothpick in each. The melted chocolate will quickly harden. If this doesn t happen, place the plate back in the freezer for another 5 to 10 minutes. Serve immediately. Store leftovers (if any) in a container in the freezer.

8 MEMORABLE MOMENTS Lorraine McGrattan, Manager of Volunteer Resources went over the edge for Big Brothers Big Sisters of Hamilton/Burlington. On June 24th, she rappelled 26-stories, 338 feet and 103 meters tethered by two ropes all for a good cause. y a rope. Funds raised will be used to support one Big and Little match in the traditional program for an entire year! Traditional Match Mentoring is BBBS s longest running and most successful mentoring program. Lorraine says: This crazy adventure was certainly a test of trust and endurance but it was something I knew I could accomplish if I pushed through my fear. More importantly, BBBS is a great organization that supports the youth in our community and I wanted to follow through on my promise to rappel if I raised $1,000. Honouring Rosalie Perovich JH & JCC Pizza Party for being the highest ranked site in completed volunteer surveys - way to go team! The Volunteer Resources Team gathered in June at the Annual General Meeting Banquet & Awards Dinner at Liuna Station in appreciation of all HHS volunteers and their efforts to support staff, patients and their families. Volunteers were recognized for their hourly milestones, with awards as high as 26,000 hours! Volunteer Resource Staff (L to R) Nancy Hayes, Jody Casselman, Lorraine McGratten, Kim Dungavel, Samantha Chivers, Joan Annibale, Liz DeLuca, and Trish Martin Rosalie was honoured by staff & colleagues at JHCC when she received this picture during Volunteer Week. During a late breakfast celebration, Rosalie told staff that once she hits 10,000 hours she ll think about retiring - currently she s at 9,600. Rosalie joked that if she didn t successfully renew her driver s license and would have to give up driving, she d have to give up volunteering as well. the staff responded that they would arrange to have her taxied in for her shifts! Rosalie volunteers with the Regional Geriatrics Unit, Centre for Healthy Aging for the research group AGE (Advanced Geriatric Education)

9 POSITIONS AVAILABLE The following areas at each site are in need of volunteers: McMaster The Boris Clinic This outpatient adult clinic is looking for volunteers who can provide an excellent patient experience in the clinic, with weekday morning or afternoon availability. Duties include: - Facilitate flow of patients through Boris Clinic. - Enhance the patient experience (HHS strategic goal) 2G Outpatient Clinic Ambassador We are looking for you if you are Child and family friendly; Have excellent verbal communication skills; Organized; Self directed problem solver; Pleasant mannered and interested in enhancing the patient/ family experience in the 2G Clinic Duties include: - Reviewing daily patient appointment lists - Attending morning Business Clerk Huddle - Identifying and escorting families to the correct waiting area - Monitoring waiting rooms to ensure efficient flow of patients - Communicate with Registration Staff and Clinical teams if families are waiting for extended periods - Determine wait times and share this information with families - Act as a liaison between families and Registration Staff/Clinical Teams - Ensure families book follow up appointments prior to departure JHCC CICU Duties include: -To provide a link between visitors in the waiting area and the front line nursing staff for facilitation of visitor flow through the unit. -The volunteers will work with the nurses and the business clerk of the unit to communicate when patients have visitors. - Hours for the CICU are from 3:00 p.m. to 8:00 p.m. General Greeters & Wayfinders - Front Lobby St. Peter s Piano players to entertain patients in the cafeteria Contact the site Coordinator if you or someone you know are able to help.