2015 - Enloe · 2 Stories of Excellence | 2015 Enloe Medical Center 3 William MacGibbon Some may give the shirts off their back to help others. But Bill, Physical Therapist–Rehab

2015

2 � Stories of Excellence | 2015 Enloe Medical Center � 3

William MacGibbonSome may give the shirts off their back to help others. But Bill, Physical Therapist–Rehab Therapies, gave the shoes off his feet to help a patient walk. Bill is a veteran PT and knows all the tricks of the trade to facilitate patient care here at Enloe hospital. This particular patient required extensive bracing to assist with mobility and walking. During past admits, Bill made multiple phone calls and contacted several facilities and orthotic shops to facilitate and expedite the braces. This patient waited months to receive these braces. Unfortunately, once they arrived, the patient needed shoes to properly use the long awaited braces. So Bill, without hesitation removed his own, brand new Sketchers, and placed them on the patient with the braces securely on. The patient was ecstatic and beyond belief that someone would give so much to help someone walk a simple 5-10 feet. Bill has been a pivotal player in the spiritual and physical well-being of this patient. Thank you for your Planetree values and culture of service, putting patient needs first!Submitted by: Bridget Stanley, PT-Rehab Therapies

Loretta SteinkeSpiritual Support Volunteer, Loretta Steinke, was on shift and rounding when she happened upon a patient, homeless, beaten up, and with debilitating physical health issues. Loretta sat and listened as the patient recounted her life and how much she grieved over her sons, one in jail and one homeless in Chico. The patient shared that she had been estranged from them for years


and expressed her wish to be reunited with them. After time spent listening, Loretta, who also volunteers as a “Downtown Ambassador” in Chico, offered her assistance in locating the son. “If you can tell me his street name, I may be able to find him.” The patient expressed her consent in the hope they could be reunited.

After her shift at Enloe, Loretta called the coordinator of the “Downtown Ambassadors” at 4:30 p.m., and asked for his help in locating the patient’s son. Loretta received a phone call the next morning at 10:00 a.m. saying that he had been located.

When Loretta returned to Enloe for her next Spiritual Support Volunteer shift, she stopped by to see the patient. The patient joyfully shared that she had been asleep and when she opened her eyes, her son was standing before her. They had an opportunity to reconnect and they agreed to never be apart again. Loretta’s role as a spiritual support volunteer exemplifies Enloe’s mission statement, “to improve the quality of your life through patient-centered care.” Loretta, with compassion, chooses to go above and beyond to nurture the spiritual needs of this and many other patients at Enloe. Loretta Steinke’s story is an Enloe “Story of Excellence”.Submitted by: Leslie Amani, Volunteer Coordinator, Hospital and Spiritual Care – Volunteer Services and Roseanna Galindo-Kuhn, Director – Volunteer Services

Daniel MeadowsToday, Dan, Medical Assistant – Infusion, pulled me aside and quietly asked if he could use my umbrella after work so he could fix a patient’s flat tire. I said; “Of course, I would even hold it for you.” What I didn’t know at the time was that the patient was actually at Enloe as an inpatient and their partner was coming to get the car. Not wanting them to endure anymore stress, Dan took it upon himself to make their life a little less difficult. While walking outside in the rain to fix the tire with my little umbrella, we crossed paths with Ehren Hawkins from Radiation Therapy. Ehren was walking with an umbrella three times the size of mine, and when I told him what Dan was doing, he offered his umbrella as well.

Teamwork is not foreign here at the Enloe Cancer Center, and neither is kindness. Sorry I didn’t keep it quiet, like you asked Dan, but you just have to big a heart to go un-noticed.Submitted by: Gary Smith, Medical Assistant/Lab Assistant – Hematology Oncology


Angelica MazariA situation came up where a pregnant mother was in Neuro Trauma Intensive Care Unit (N/TSICU), where her health deteriorated to the point she was going to be intubated. The doctor was at her bedside and requested that Case Management assist with getting mother & unborn baby transferred ASAP to an appropriate higher level of care hospital. At this point, every second counted.

Having experience in dealing with acute transfers, and many hospitals not accepting patients unless they have insurance, I noticed that the patient had no insurance. I spoke to her significant other, who said they were in the process of getting their insurance approved. Knowing that it may/would be a barrier to having the patient transfer to another hospital due to not having any insurance, I went down to talk to Angelica, Financial Counselor, Patient Financial Services.

She dropped everything she was doing and came up to N/TSICU where she spoke to the patient’s significant other. Angelica obtained the necessary information from the person, and about a half hour later, Angelica returned and shared with the significant other that she was able to get the patient approved for emergency insurance. Care Coordinator, Taya Gyorkey, RN was able to find an accepting hospital, and mother & unborn baby were transferred.


I am not sure if the accepting hospital would have accepted our patient without having any insurance, they may have? But we were able to avoid that issue due to Angelica’s selfless act and I feel she went above and beyond. Thank you Angelica!!Submitted by: Alex Albarran, Case Manager/Social Work – Case Management

Dr. Margaret SchneiderThis is a challenging story to write, simply because there were so many wonderful, kind, competent medical professionals at Enloe who cared for my dad during his 16-month battle with lung cancer. The journey began with Dr. Potter at the Cancer Center and all the wonderful folks at the Infusion Therapy department. They worked so hard to give us a little more time with dad, and I am so grateful. And of course Dr. Monroe Sprague and the staff at Enloe Surgery who performed a successful procedure to bring dad’s voice back after the cancer paralyzed his vocal cords.

Throughout this period of time, we encountered such warm hearts in every department. My dad always felt special, and mom felt as if they were all caring for her as she cared for dad.

One particular encounter stands out in my mind, and I wanted to share that story. Since stopping chemotherapy earlier in the summer, dad fought hard to remain healthy for as long as he could. He made it through the holidays, even though in significant discomfort. However, after the New Year, dad’s situation had deteriorated and the pain became more than he could bear. With his primary care physician out of town for the holiday and a treating oncologist unavailable, we decided to take dad to the ER on Sunday.

Dr. Margaret Schneider was working that day, and she quickly assessed the situation. She brought up the option of hospice before we needed to ask. Sensing that both my mom and dad were unsure whether this was the right step at the right time, Dr. Schneider sat down next to dad’s bed and asked him what he wanted to do. They talked for a while, she asked dad what was important to him, and listened intently as he told her that he wanted to go home. When dad asked Dr. Schneider whether she thought hospice was the right thing, she took his hand and looked in his eyes and said ‘If you were my dad, this is what I would want for you’. I could see the tension fade from my dad’s face immediately, and along with it, mom’s anxiety lessened as well. At


that moment, we all knew that Dr. Schneider truly cared about my dad, and cared about making him comfortable as quickly as possible.

With the help of a very efficient case worker (whose name I neglected to commit to memory), we were home within 60 minutes, a referral to Enloe Hospice in hand. The Hospice workers contacted us first thing Monday morning, visited with us at the house the same day, and made us all comfortable in our abilities to care for dad.

Dad passed away at home on January 19, comfortably, with his family at his bedside, thanks to the help of Enloe Hospice. But that’s not the end of this story.

A little more than a week later, Dr. Schneider called me on my cell phone to see how I was doing. She told me that she’d checked in with hospice and learned how things had gone with my dad. I told her at that time how grateful I was for what she had said ‘If you were my dad…’ and what a difference that made for all of us. She shared a personal story with me of her own father, which only reinforced my initial feeling that Dr. Schneider meant what she’d said and really did care about my dad, even though they’d met only once. At that point she said to me ‘Please tell you mom and your sisters that you were able to give your dad a beautiful death, and that is really the very best thing we can hope for’. She continued to talk to me while I sat in my car and cried; even though I’m sure she had more important things to do.

I’ll never forget that day in the emergency room, or the phone call that followed, when a one of the kindest women I’ve ever met gave me the gift of seeing beauty in a very sad circumstance. Thank you Dr. Schneider. You are an angel.Submitted by: Jolene Francis – Director, Enloe Foundation

Cancer Center - Infusion Therapy StaffI was talking with a patient in Infusion last week and he told me how very safe and secure he felt during his treatment. He indicated that this was because he watched the staff jump in and provide assistance when anyone needed help - "even when it's not their patient…and they do it with a smile!" He said he felt he was in good hands and would not "fall through the cracks" when in for his chemotherapy.Submitted by: Kathleen Muldoon, Social Worker, MSW - Case Management, Cancer Center


Melissa HankinsWe recently had a patient in the ICU who the family decided to make comfort care. The family stayed while the patient was taken off the ventilator and then said their goodbyes. After the family had left, Melissa Hankins, RN – ICU/CCU, realized that the patient was going to be alone. She immediately asked if she could sit with the patient when it looked like the time was near so that he wouldn’t be alone.

When the patient’s heart rate started to drop, Melissa went into the room and sat at the side of the bed. She held the patient’s hand and talked to him about his family members who had been there earlier. She talked to him about how much his family loved him and how they had all been at his bedside. She carried on a one sided conversation for about 15 minutes as the patient slowly let go.

Melissa always displays Enloe’s core values and exemplifies patient centered care. This was just one of many times I have witnessed Melissa’s caring and compassion. Submitted by: Jennifer Jeffries, RN Charge – ICU/CCU


Susan JohannsenWe very rarely have children as patients at Preoperative Services. We recently had a 5 year old with cerebral palsy as the last patient of the day. We needed to draw blood work on the little boy. Our secretary, Susan Johannsen, Dept. Secretary – Preoperative Services, has a wonderful warm heart for children. She had heard the little boy crying with the blood draw. She quickly drove up the street to Walgreens and purchased several stuffed animals. When she returned, she came back to the room where the little boy was and offered him his choice of the animals. He chose Mickey Mouse with a huge grin. Unbeknownst to Susan, the family had just been to Disneyland and the boy fell in love with Mickey. I want to say that Susan demonstrates the values of Planetree each and every day, with all of our patients. She always goes just that one step further to assure the patients feel valued and special. She made a special little boy smile that day. Submitted by: Carol Meloni, RN – Perianesthesia

Heidi MurphyI just wanted to put up kudos for Heidi Murphy, RN, Oncology/Peds. Yesterday she was floated to the Definitive Care Unit to take care of a patient who had surgery for bleeding in the stomach. The patient was supposedly stable and improving.

Heidi called me in the afternoon to report that she was uncomfortable putting a nasal gastric tube in this patient, even though the gastrointestinal physician, another physician and myself, had felt it was ok and had ordered it. She said she had spoken with another physician involved with the case regarding some concerns she had about the patient beginning to bleed again and he did not have concerns at this time. Heidi had also spoken with the gastrointestinal physician, as well as consulted with her charge nurse.

When I spoke with her, I didn’t have any concerns and wanted the tube placed. I went upstairs with a less than excited attitude to place the tube. Heidi had kindly requested that I place the tube because she was concerned about damaging some of the surgical interventions the patient had previously.

After reviewing all of the information (I think each doctor had some of the information, but none of us had everything that had happened that day), I agreed with Heidi, we should not place the tube. I called three of the physicians involved; we agreed to do an emergent scope and to place the


tube under direct visualization. A new active bleeding source was discovered and the patient was sent to the ICU.

Heidi was very good at seeing the big picture, looking at all of the facts, and continuing to call to express the concerns for her patient. She was persistent and accurate. I feel she helped this patient to avoid a rapid response or code blue because we intervened prior to a change in status. Her concerns were valid, her assessments were correct, and she found a way to keep communicating with multiple physicians, a nurse practitioner, and her charge nurse until she felt reassured that all concerns regarding the patient had been addressed.

Awesome job, Heidi! This woman was fortunate to have you as her nurse!Submitted by: Shannon Doyle, RN-Manager Oncology/Peds on behalf of Michelle Phillips, Nurse Practitioner-Trauma Surgery

Vicki WilliamsVicki, Patient Monitor - Nursing Admin, is an amazing co-worker. She is always so helpful and attentive to the patient’s needs. One morning I was taking over for Vicki in Pediatrics, Vicki knew I was nervous about sitting with a younger patient. She gave me a detailed report, like she always does, gave me a few tips on how to calm the patient and keep her happy. Vicki stayed until I felt comfortable taking care of such a fragile patient. Vicki is always going above and beyond for patients and staff. I enjoy taking over for her because I know the patient was in good hand throughout the night.Submitted by: Ashley Duffy, Patient Monitor, Nursing Admin


Sarah BlofskyThe other day I had a patient who was delivering her first baby. After laboring all night, she was starting to lose control emotionally. Sarah Blofsky, Perinatal Tech – Nettleton Mother Baby Care Center, hearing the patient’s distress, came into the room and offered her assistance. She was able to help the patient calm and regain her emotional control. This allowed me time to call the doctor with an update, and discuss further plans. Sarah was very much a help to me AND the patient alike. The patient progressed relatively quickly and Sarah was able to stay, providing further assistance (i.e. holding a leg, postpartum delivery clean up, etc.). Sarah’s help was immense and very much appreciated by me and the patient. Sarah is a wonderful team member, always willing to help. She demonstrates our core values every day and is a joy to work with. Submitted by: Tracy Weeber on behalf of Ann Brennan, RN – Nettleton Mother Baby Care Center

Gay MitchellGay Mitchell, Volunteer Services, went above and beyond to provide the patient-center care that we embody at Enloe. After her shift had already ended as a Patient Ambassador, she located a patient in the hall who seemed lost. She approached the patient and realized the patient was deaf. Gay brought the patient over to the Volunteer Desk and provided her with a pencil and paper to allow her the resources to communicate. The patient wrote how she was told to go to Ampla Health to pick up a prescription. She was unable to drive,


and only had $10, which was not enough for a taxi there and home. Gay then volunteered to drive the patient to Ampla Health herself, and contacted the Volunteer Office for approval. I believe this is a perfect example of the hard work and dedication the Volunteers bring to the hospital on a daily basis. Thank you Gay!Submitted by: Ashley Reese, Volunteer Services

Lora BlackAll of the folks who work in this department are to be nominated for an award. This is a great resource for Enloe employees. The wait was very minimal and I was a walk-in. I was seen by Lora Black, Nurse Practitioner – Employee Health Services who was as always very knowledgeable and thorough.Submitted by: Chuck Kramer, Respiratory Care Practitioner - Home Medical Equipment

Liam LudenThere was a patient on our floor who is admitted quite often for his chronic illness. This patient is a big SF Giants fan. Med/Neuro NOC shift CNA, Liam Luden, shared this like of the Giants with this particular patient and knew that watching the game would uplift this patient. The Enloe channels did not allow for viewing of a particular game, so Liam came in on his day off, with his tablet that allowed for the viewing of the SF Giants game. Not only did he bring in his tablet and visit with the patient on his day off, but he also brought popcorn and hot dogs to share with the patient and give him that complete “at the ball game,” feeling. Liam exemplifies patient centered care every day that he is here. He goes above and beyond and treats every patient with the utmost respect and kindness.Submitted by: Sandra Bernstein, Nurse Manager - Med/Neuro on behalf of Shelby Caples, CNA

Trisha Funk and Pat PaddockWe are very proud of Trisha and Pat, RN’s in the Surgical Care Unit. Trisha and Pat were taking care of a young man who fell off a roof while at work and had a severe calcaneous (heel) and tibial plateau (knee) fractures. The patient had to be in an external fixator to keep his leg inline until a definitive repair could happen. Dr. Herzog advised nursing staff that they should be on the lookout for a compartment syndrome (severe pressure build up in the muscles) in patient’s leg, as his injuries made him high risk for this limb


threatening condition. At almost 0500 in the morning, we received a call stating the patient was in 10 out of 10 pain with tight compartments to his lower extremity. Dr. Herzog came in, assessed the patient and performed an emergency fasciotomy (a surgical procedure where the fascia is cut to relieve tension or pressure) to the patient’s lower extremity, saving the young man’s leg. Trisha and Pat did an excellent job recognizing a true emergency and summoning Dr. Herzog to perform the emergency surgery. All three of them literally saved a young man’s leg. We sleep; well…when we sleep…we sleep comfortably knowing our patients are in good hands. Thank you.Submitted by: Derek Urban, PA - EMC Ortho Trauma

Patty ScamblerOn our unit we had a female patient that was brought in by a family friend because her mother was gone from the home. The patient had the mental capability of a 6-9 year old. Unfortunately, Mom was here, as an inpatient, and her sister/family were unable to care for her as the mother would have, and she became ill.

After having the patient here for a few shifts, we learned that her stuffed donkey’s name was “Eeeyore” from Winnie the Pooh. She loves Winnie the Pooh and giggled with delight when we spoke of the characters. After discussing this in shift change reports, when Patty Scambler, RN-Med/


Neuro came in the next day, she brought in multiple Winnie the Pooh books for the patient to have at her bedside. Patty even took the time to read them to her. When I came on to my night shift, the patient was up in the chair eating dinner, with her books in her lap. After Patty went home, the patient kept talking about her books and the nice lady who read to her. This was above and beyond normal care to me and I really appreciate working with other staff members who take the time to do these types of things for our patients. Patty truly cared about her patient, thought about the patient while she was at home on her own time, and went out of her way to make the stay for the patient less anxious and gave her something to be happy about.Submitted by: Cheryl Hogan, RN – Med/Neuro

Kelly Sloan, Paulette Foley, Michelle Greene, Linda Finn, Alan Weintraub & Barbara CrowsonOur clinical caregivers daily handle medical emergencies with skill and compassion. I would like to relay a story where that same skill and compassion was provided by non-clinical co-workers. Yesterday, as I was returning to my office after picking up lunch at the Enloe Allspice Cafe, I experienced a hypoglycemic event. Being a diabetic, this happens occasionally and I am able to intercede before it becomes a medical emergency. Yesterday, I was not able to intercede. I lost awareness and the ability to treat myself. My co-workers in the CFO suite realized there was a problem and stepped into action.

Kelly Sloan, Contract Analyst -Administration, Michelle Greene, Finance, and Linda Finn, Purchasing, found my glucose tablets and started to administer care. Alan Weintraub, Chief Procurement Officer-Purchasing, went for help and encountered Barbara Crowson, Purchasing and Paulette Foley, Quality Management (and also a registered nurse), who immediately came to my aid. Their quick action and calm response allowed me to recover quickly. The first face I saw was Paulette, making sure I was doing alright and giving me guidance as to what to do next. I understand Kelly was instrumental in getting the glucose into my system. Paulette came by my office a couple of times to check on me. I could not have asked for a better group of caregivers, and without their intervention I believe the outcome could have been extremely different.Submitted by: Scarlet Rhoads, Purchasing/Materials Management


Brady HaynesAt our November Volunteer Appreciation Luncheon in the Conference Center banquet room, Dr. Sam Brown was speaking about Palliative Care. As the lecture got under way, one of our Volunteers, Darlene Jeffries, snuck in a little late. I followed her into the banquet room and helped her get seated at a back table with a group of her Handcrafter Volunteer friends, as Darlene has some mobility issues and sometimes needs assistance with getting situated.

After getting her settled, I slipped away to attend to another matter back out in the lobby. When lunch was ready at the buffet line, I realized that Darlene probably would want something to eat. I walked into the buffet area to help her and I found Darlene scooting along the buffet line with Brady Haynes, Vice President – Physician Enterprises, standing slightly behind her. I quickly realized that Darlene had enlisted the help of Brady to assist her with serving her lunch. Brady followed closely behind while Darlene pointed and called out which lunch items she wanted: “I’ll have some salad, with that creamy ranch dressing and I’ll have some green beans and that pot pie at the end.”

As I watched Darlene give Brady these instructions, I had to chuckle a little bit. I thanked Brady for doing this and, of course, he replied with “No problem”. As the two of them were leaving the buffet area, Mike Wiltermood, CEO and Matt McLaughlin, Manager of Post Acute Care Business & Operations opened either side of the double doors into the banquet hall. As Darlene and Brady were passing through the double doors, Darlene called out: “Don’t forget a slice of that pumpkin pie!” Brady turned to go fetch a slice. I quickly stopped him and grabbed a piece of pie for her, as I was standing right there and felt that Brady had done his part to help already. Brady definitely went above and beyond that day to help out one of our wonderful volunteers. Best part of the story – Darlene had no idea that Brady was one of our VP’s! Submitted by: Amy Alvarez - Volunteer Services

Brenda WagnerI received a message from a gentleman who said he had been a patient here and wanted to talk to me about one of my employees. Since we do not provide direct patient care in Accounts Payable, I assumed that he had the wrong department. When I returned his call I quickly learned that it was indeed about someone in our department.


He told me about how he came to our building to make a payment on his hospital bill. He said it was politely explained to him that we were unable to accept payments here and he was given directions on where he would need to go to do so. During that conversation he mentioned how hard it was for him to get around and that the journey across the street would be difficult.

He said that as he left the building he was approached by Brenda Wagner, Accounts Payable Specialist-Finance, who explained to him how she had overheard his conversation and would be happy to help him. She told him if he would like, she could take his payment to the main hospital for him. She explained that she could then mail him his receipt. At the end of our conversation he said he felt it was important that I knew of her kindness and compassion. He said he was very appreciative that she could help him.

Brenda’s example reminds me of our core values, one in particular. That EVERYONE within the organization is a CAREGIVER and fully engaged in creating a culture of service.Submitted by: Kathy Skaggs, Accounts Payable Supervisor - Finance


Christy Sanders, Jerrie McKenzie, Roberta Gamache, Taryn Casalino, Amber Taylor, Lisa Gilbert Bloomquist, Lauren Murphy, Ashton Denlay, Ryan Lamb, Solomon Oubre, Roger Cutler, Lisa Denlay, Brook Rollins, Julie Kendrick, Danny Munguia, Kaia Nesset, Brad Rosenquist, and Allison Alves As caregivers, we touch lives every single day and hopefully make a difference. Every once in a while, a patient comes along that touches ours and makes a bigger difference. This was the case with “Mike." Mike was admitted with respiratory failure due to his long term medical condition. We found out during his admission that he is one of the three longest living people with this condition. Mike was 76. He was ventilator dependent on


admission and he became part of the DCU family. He was a true gentleman, always thanking the staff for any care they gave-even the dreaded shot in the stomach which he required.

He didn’t have any family that lived local and often had no visitors. Roger, our Spiritual Support Volunteer, would often come and sit with Mike and offer support. Our Case Management staff-Brooke, Kaia, Julie, Danny, Brad and Allison worked tirelessly to find an accepting facility for Mike. I really don’t think there was any discipline here at Enloe Medical Center that was not touched by Mike in some way.

After fighting several rounds of infections, Mike made the decision with Dr. Verma to be removed from the ventilator and become “comfort care”. On this day, Roger sat with Mike until 2230 so he would not be alone. When Christy Sanders, RN-Charge-DCU came on shift that night, her heart plummeted at


the news. She promised Roger and the off going CNA, that night shift would take turns sitting throughout the night with Mike so he would not be alone. At one time, Mike had told Jerrie McKenzie, RN-DCU that for him to die with dignity was to have a new pair of underwear. So guess what, Jerrie came to work that night with a new package of underwear.

Mike could not believe the support and love he was being shown and he said that he was no longer scared of dying because we were his family. Another registered nurse, Taryn Casalino, came in at 0130 to bring lunch to a co-worker and she volunteered to stay with Mike the rest of the night. Roberta Gamache, RN Charge couldn’t sleep knowing that this could be his last day so she came in at 0515 to sit with him-on her birthday no less. He was fully aware of what was going on and knew the people surrounding him.

Mike loved the outdoors, especially watching his ducks swim in his pond, which Amber Taylor, CNA remembered. Amber asked Christy if they could take him outside one last time and said she would clock out and stay and help. Of course, Christy loved this idea and immediately called Lisa Denlay, the House Supervisor to get the ball rolling. Lisa was a little concerned about the surgery patients coming in that morning and suggested going thru the Emergency Department and using the ambulance bay. She said she would call the ED and let them know what was happening. Well…after careful consideration and an order from Dr. Verma, a better plan was hatched and Lisa sent Ryan Lamb and Solomon Oubre. Team Lift members, to the floor to help move Mike outside. Mike watched the sun rise listening to his favorite singer, Hank Williams Jr., singing “A Country Boy Can Survive” on Pandora. His feet started to dance to the music, he said he could taste the crisp fresh air and feel the morning breeze on his face and feet, he could see how green the trees had become and could even hear the wind. After a lot of tears, the staff took Mike back to his room. Taryn had to leave and go to the Critical Care Symposium and her heart broke as she left him. Roberta stayed until Roger made it back. Lisa Gilbert Bloomquist, CNA, stayed and sat with Mike until 2130, even though she had to be back at 0600 am. Another registered nurse, Lauren Murphy, came in to say goodbye and sat for a while. They both went home, but Roger stayed at the bedside. Mike’s nurse for the night, Ashton Denlay, RN, Roger and Christy were able to stay with Mike until he took his last breath at 2205.


While Mike was still alert, Christy asked Mike to let her know that he made it to Heaven and that he was ok. At 2220 (15 minutes after Mike’s passing) Mike’s nurse, Ashton, received a phone call on her Ascom phone from Mike’s now empty room. Both Christy and Ashton got chills from head to toe and will forever believe this was Mike letting them know he was ok.Submitted by: Beverly Gentry, RN, Manager – Definitive Care Unit

Handerson PontelHanderson is an Ortho Tech at the Ortho Trauma Clinic. This past year, his co-worker had to go on a medical leave which has left Handerson to be the only Ortho Tech for the whole hospital for many months, other than a per-diem employee that works very limited hours. Each pay period, Handerson has worked long hours and has gone for days without a day off. He always shows up to clinic with a smile on his face. He demonstrates a caring and helpful attitude with our patients and consistently receives “Moment of Excellence” cards from adults and children alike. Currently on our bulletin board in the clinic, we have 13 cards for Handerson. He is especially caring with the children. It is a scary time for them when they have a broken bone and his gentle demeanor really makes a big difference. Many of the children call him Dr. Handerson. One little girl that went through quite a lot with her fracture, brought him a letter and picture she colored for him after she recovered that read:

“Hi Dr. I just want to say that you’ve been so nice to me. You are also the best doctor I ever had in the whole world. Tell the other Dr.’s and nurses that I said hi and I miss them. I will also miss you, but I’ll remember you guys. I also hope I will see you guys again hopefully.”

There are other pictures on our wall that children have colored for him and one little girl even brought him a photo of her standing on the leg that had been broken. He truly makes a difference every day.

All of the providers and staff of the Ortho Trauma Clinic appreciate Handerson’s dedication and believe he is so deserving of this award.Submitted by: Becky Davis, Clinic Supervisor – Ortho/Trauma Clinic


Casey FullmoreThis story is about going above and beyond the call of duty. I am the shift manager in the Emergency Department and I was notified by Eric Becker, RN-Emergency Department, that we had lost his trauma patient’s wallet. The patient stated that his wallet had $700 in cash. We contacted the ambulance that brought him in and they stated that they left the wallet on the bed, with the patient’s cell phone. The patient had his phone but no wallet. The room was searched and security was notified. Everyone looked high and low for the wallet and it was nowhere to be found.

Emergency Technician, Casey Fullmore, took it upon himself to go through the bin of dirty laundry. (Not just the laundry in the room, but the laundry for the entire department.) And…he found it!!!! The patient was so happy! He was so appreciative of the effort that Casey put into finding his wallet.

Thank you Casey! Your dedication and commitment to patient care is noticed and appreciated!Submitted by: Beth Lougee, RN Shift Manager – Emergency Department


Enloe Endoscopy GroupI had my first colonoscopy appointment and was very nervous, but from the moment I walked into the Enloe Outpatient Facility, I knew I was in good hands. Trina Walker, CNA unlocked the doors so that I could check in. She was very pleasant and explained everything to me step by step. I then met my nurse. I can’t remember her name but she was awesome and I wanted her to know that, I think it was Marjory Baylor, RN…and the rest of the team, everyone, was very professional. I am thankful to have had them all helping me for this type of procedure. One thing I really appreciated was the nice card, signed by the group, sent to me in the mail thanking me for choosing them. That was so nice. I didn’t feel like I was just a patient going in and out for a procedure, but actually someone they cared for and wanted to help. Thank you!Submitted by: Shelley Ojeda, Enloe Women’s Services, Esplanade

Josh CalderonWe had a patient that was scheduled for surgery and had not been able to have any food or liquid all day. Due to trauma coming in and bumping her surgery multiple times, her surgery had to be postponed until the following day. At this time it was 2100 and the kitchen was closed. Josh, PA – Ortho Trauma Center, asked the patient what she wanted and all she craved was a cheeseburger. Josh went to Carl’s JR and bought the patient dinner and delivered it back to her room. The patient was so surprised and went from being upset and feeling neglected to feeling like she was on top of the world. Josh went above the call of duty and made this patient happy and content.Submitted by: Melissa Vazquez, RN –Surgical Care Unit

Prathima Prodduturi, MDDr. Prodduturi – Hematology/Oncology cares deeply for each of her patients and this is evident in her interaction with each patient, every moment of every day. She knows each patient by name and goes the extra mile for each and every one. Recently, when Dr. Prodduturi saw one of her patients who was admitted to the hospital, the patient mentioned a favorite type of peach from a particular vendor at the Farmer’s Market. Dr. Prodduturi went to the Farmer’s Market; purchased the peaches the patient had mentioned and then brought them to her in the hospital. Dr. Prodduturi conveys expertise, value, kindness


and caring to each of her patients as well as the staff and her colleagues. She is available to everyone, is approachable and values every individual. It is an honor and a privilege to work with Dr. Prodduturi.Submitted by: Lanie Fultz, Medical Assistant - Hematology/Oncology

Ayla PotterToday I received a call from Dr. Puig’s Physician Assistant, Kelly Ceccon, asking me to visit a patient on DCU. This is when I met Robert, a 20 year old patient who wanted to express his gratitude for one our nurses, Ayla Potter, RN – Definitive Care Unit. Robert stated he had been in and out of many hospitals and began to feel rejected and unwanted, but this time it was different. His nurse, Ayla, has gone above and beyond in making him feel important and special. Her warm smile and compassion has made a huge difference and he wants to make sure something special is done for Ayla to repay her for all that she has done for him and many others. Ayla

came to DCU almost 2 years ago and has made a huge impact on our team. Ayla’s warm smile and kind heart makes everyone around her feel special and wanted. She is the true definition of Enloe Core Values and deserves to be recognized for all the wonderful care that she gives. Ayla has truly made a huge difference and impact on this patient’s life.


Summary email from the patient: To whom it may concern: This is about a nurse, Ayla P. I have been a patient in Enloe Medical Center at least once every 3 to 4 months starting from December 2012 through June 2015. I’ve probably been in the emergency room or a patient at Enloe for multiple issues over 10 or more times, just in 2015.

Having been in many hospitals, emergency rooms and having many illnesses, I have never in my life met such an incredible, competent, kind-hearted nurse. She truly cares for her patients; and for me in particular. I am 20 and I may be young, but I understand respect, compassion and dedication. Ayla had a sincere, big-hearted smile. She made me feel like not just a patient, but an individual. Her attention to me as an individual has made me feel both confident and welcome, once again, in the care and hands of Enloe staff. If you had a staff full of “Ayla’s”, you would have a platinum staff in an award winning hospital. Patients survive due to care and nurturing, not medicine and money. She provided that care and nurturing to me as I am sure she does for all patients.

Sincerely, Robert, the patientSubmitted by: Michelle August, Assistant Nurse Manager – DCU on behalf of patient

Jeremiah MoultonJeremiah, Security Officer, was dispatched to my assistance late one night out at Bruce Road Prompt Care. My car had just been struck while parked. I had never been in this situation and did not feel comfortable sitting in a dark parking lot, in the middle of the night, while waiting for the police to come and make a report. Jeremiah was very helpful in assisting me and I was so appreciative to have him there for his assistance. My husband was also very grateful, because with our sleeping daughter at home, he was unable to come to my aide. I feel very fortunate to have such a great member of security with exceptional customer service.Submitted by: Ashley Ross, LVN – Prompt Care

Jaclyn Odom and Laurie GardnerA patient was dying and the family told Jaclyn. RN - Oncology/Peds, that the patient liked peace signs. Jaclyn asked Laurie, Unit Secretary – Oncology/Peds, to print and color peace signs so the patient could have art hanging in


his room. The family also said the patient liked rock music, so Jaclyn took her own phone into the patient’s room, closed the door and played music for the patient while she did her charting. These little things make a huge difference in the process. It was such a joy to see.Submitted by: Elizabeth Hodgson, CNA - Oncology/Peds

Scott MillerA thank you to Scott Miller, Lead Anesthesia Tech – Surgery Services

Dear Scott,

I just wanted to send you a note to let you know how much we appreciate all of your hard work. We don’t tell you enough, how much YOU being at Enloe, and part of the anesthesia family means to us. Your skills and dedication really make all of our lives easier and our patient care safer. We can always count on you, and knowing that you are the tech in charge of our department puts our mind at ease.

I appreciate the fact that you are consistently up to date on the latest equipment and reading our anesthesia literature. I was so impressed the other day that you had read the latest article in Anesthesiology News about pediatric


intubations and the high morbidity and mortality of multiple attempts (that’s not the first time we’ve discussed the literature). Thank you for all your extra work in researching the pediatric difficult airway cart equipment and for reaching out to the anesthesia tech from Children’s Hospital of Nebraska to model our cart after theirs. Thank you for showing interest, and going to continuing education, always bringing back useful information to share with the department.

Thank you for covering us 24-7 for over a year, without a break. You have gone above and beyond and never have left us uncovered. I know you have recently given up vacations and special time away with your family to cover the service. You have done so without complaining, and our department could not run as well without you. Even though you are overworked, you are always professional to every member of our department and to our patients. I always notice that you never forget to introduce yourself to our patients when you are working with us.

So thank you very much. Each member of our department is thankful for you, and appreciative for all you do for us. You are a true superstar!!

With many thanks, Jaimee Neben, MD Anesthesia Department ChairSubmitted by: Connie Rowe, VP-Patient Care Services on behalf of Dr. Jaimee Neben

Geralynne Rader From the daughter of a patient at Enloe Out Patient Center Prompt Care:

My mother was having frequent episodes of what appeared to be heart problems this past week. She is an active 70+ year old that continues to have a zest for life and tells me the best thing about being her age is not worrying about what people think of her flamboyant style wardrobe. The bright colors and mismatched fabrics with beaded trim, sequins, and embellishments are truly unique. Refusing to go to the ER several times, Mom finally agreed to be seen at the Bruce Road Prompt Care Clinic. At times, Moms breathing was short and labored, “I can’t seem to get air in” and then followed by nausea “my throat is tight”. Arriving after 6pm, mom was quickly evaluated by a nurse while still checking in. I think the clerk called to have the nurse check on Mom right away.


I will not forget the friendly caring demeanor and professionalism of this nurse, Geralynne (Nurse “G”). Shortly after checking mom’s oxygen level, blood pressure and asking some questions about the recent episodes mom had experienced, Nurse” G” said she would be right back. How many times have you been told “right back” then an hour has passed, thinking you have been forgotten? As we completed the check-in process, the nurse returned quickly after relaying the information to the Doctor/Provider. Nurse “G” had the ability to explain everything that was happening so we could understand. Her ability to stay calm and assist Mom, during what was a panic/anxiety attack, was amazing. Explaining bag breathing and teaching Mom to effectively do it was perfect. We only saw the doctor for a few minutes during the almost 2 hours we were at prompt care.

Nurse “G”, and the other staff that assisted us, always treated both mom & I with respect, kindness and compassion. Mom was the last patient of the night and Nurse “G” took the time to explain the paper work at discharge and answered questions we had. I went to move the car by the door while Nurse “G” helped mom put her shoes on and get in the wheel chair. I could see it was late and the clinic had closed. Even the check in gal was gone, some of the lights had been turned off and the front door was locked. Not once did we feel rushed, or hurried. I realize I should have taken the time to leave a good comment months ago, but stuff happens. To this day, Mom talks about the cute cat shoes Nurse “G” was wearing that evening along with a very upbeat whimsical cat scrub top. Submitted by: Debby Johnson, Patient Service Excellence on behalf of patient’s daughter.

Dr. Tanya LayneI want to share a story from this weekend and I hope you can forward my gratitude to Dr. Layne, Enloe Outpatient Center Prompt Care Physician.

I have been battling a cough since May and have been on two bursts of steroids and antibiotics. I had a clear chest X-ray but everyone was under the impression that the cough was an asthma exacerbation and treated as such. All along I kept complaining of horrible neck pain; that I felt like my trachea was inflamed and bruised. I saw several physicians which I felt ignored that complaint and told me that it was a muscle strain from coughing. I started having night sweats and fevers a week ago and was told it was probably a secondary infection, so more antibiotics.


Finally, Saturday night, I awoke with a fever, terrible neck and jaw pain, a feeling of pressure in my neck like I was bearing down. I thought I might die and contemplated going to the ED. The fever broke at 4 am and I felt a bit better, so I held out for Bruce Road prompt care at 8am.

I saw Dr. Layne and I feel like she literally saved my life!! She listened to all of my symptoms and immediately noticed a goiter, (enlargement of the thyroid gland). She was the first person to order lab work. I had an elevated white blood count, among a few other abnormal results. The thyroid panel, however, wasn’t abnormal. She said that lab result could be masked by recent steroid use. She immediately consulted Dr. Stewart and a CT with contrast of my neck was ordered. Well, it turns out my thyroid is inflamed and is pushing on my trachea causing the cough. I have thyroiditis. She immediately started me on high dose steroids and 24 hours later I no longer feel a sense of impending doom. The neck pain and cough are already subsiding.

I am so thankful that Dr. Layne didn’t just hand me some antibiotics and send me home. She looked for the zebra and didn’t just treat the horse. It would have been easy to continue saying it was asthma. I think if she didn’t look further, I might have been in real trouble. I am soooo very thankful for her


care, her attention to detail and her willingness to sort through my symptoms and come up with a real diagnosis. Please share my gratitude with her!!!Submitted by: Shannon Doyle, RN- Nurse Manager - Oncology/Peds

Juan CastilloJuan Castillo, Lift Technician – Team Lift, is such a caring and thoughtful person. On many occasions I have seen him exemplify our Planetree standards. He is always kind, polite and even funny at times when needed. He has such a great work ethic and rapport with patients and staff. He takes time with each patient, and even though he is a big tough looking guy, he is so gentle and caring. He makes people smile and laugh on a daily basis and is able to cheer up even the gloomiest of patients.

I was in the hospital for a few days a while back and although most of my visit was foggy, I do remember Juan checking on me to see how I was doing. It is nice to know how caring my coworkers are. I have seen how he treats people from both a patient’s and a coworker’s point of view. Enloe is very fortunate to have such a great employee. Recently we had a patient pass away, and unbeknownst to the nurse, the family was still in the ICU waiting room. Juan informed the nurse and the nurse went out to let them know that the patient was now going downstairs. Juan spared the family members the heartache of watching their loved one leave the unit. It is that little thought and detail that makes Juan Castillo a perfect candidate for the stories of excellence.Submitted by: Shastina Blaylock, Monitor Tech - ICU/CCU

Shawna Snipes I wanted to share with you a story about one of your night shift nurses. I had a fall at home at 25 weeks pregnant and had to come in to the “maybe baby” unit. I was there being monitored for about 7 hours, had lab tests and was concerned about contractions. All of the staff who helped me was wonderful, but I wanted to especially acknowledge Shawna Snipes, RN – Nettleton Mother Baby Care Center. She took over care for me near the end of my stay. I also have a 16 month old daughter who initially came in with my husband and I, but he had to take her home so she could have dinner and go to bed. I was due to be discharged around 10pm that night and Shawna overheard me talking on the phone to my husband that he would have to wake up the


baby to come back and get me. Shawna just so happened to be getting off work around that same time and offered to take me home so my husband wouldn’t have to wake up our little girl. Even though she had to wait for me to get paperwork and even though she does not live near me, she drove me to my front door, out of kindness to me and my family. What a wonderful person and nurse! All the nurses were wonderful. I just wanted to share.

Thank you. Patient, Megan Submitted by: Jennifer Roberts, RN - Nettleton Mother Baby Care Center on behalf of patient.

Chris PrestonChris, Respiratory Care Practitioner – Respiratory Therapy, noticed that more counter space was needed to intubate patients in the Emergency Department. He came up with, and implemented, a Respiratory Airway cart that has been a great success. The Respiratory Therapy team can move the cart to any location that they need to intubate a patient; it has all the supplies needed in addition to a pull-out-side table to lay out needed items. Thank you, Chris, for seeing a need and creating a solution!Submitted by: Ruth Epperson, Clinical Educator - Respiratory Therapy


Daniel MaganaI just wanted to take a moment to point out how Daniel Magana, Catering Supervisor – Nutrition and Food Services has gone above and beyond for me on several occasions. He is always helpful and goes out of his way, but his help a couple of weeks ago really stands out.

I was coordinating a support group celebration, but was very unsure of how many people would actually come. I had decided to keep it low cost and just pick up some food instead of having it catered. Of course, as things go, I got a ton of late RSVP’s. I was realizing the event was going to be splitting at the seams, and I was pulling together additional food items (including grabbing a watermelon from home at the very last minute!). I showed up at the conference center pretty overwhelmed, hauling in my boxes of food and a million other things, and needing to get a lot done. Daniel, instead of giving me a hard time for bringing in my own food, or refusing to help me because I hadn’t made a catering request, just jumped in. He said he was caught up with the event he had going on that evening, and could do whatever I needed. He used the veggie wash on my watermelon. He had left the dishwasher on for me so that I could sanitize my water pitchers. He cut the watermelon and it looked fantastic. Most importantly, he was just a calming force of support.

Thanks, Daniel!!Submitted by: Rebecca Senoglu, Cancer Center

Barbara Hope, Carol Meloni, and Susan JohannsenMy motivation for writing this letter is to acknowledge the exceptional assistance recently provided by your employees in the Enloe Surgical and Procedural Assessment Area (ESPAA).

On Thursday, I arrived for my pre-op appointment at the ESPAA office. As I parked my car and prepared to exit, a large Ford F150 truck began to park in the compact parking space next to me. Due to the lack of available space for such a large vehicle, the truck hit the back of my car and without the least bit of hesitation, proceeded to complete the maneuver. The result was that the truck’s front bumper left a long dented scratch on the left hand side of my car.

I exited the car, noted the damage and requested insurance information from the other driver. To my surprise, the woman denied striking the car and refused


to provide her insurance information. In short, the situation deteriorated very quickly, especially when I began to attempt to take pictures of the damage to both vehicles. Unbeknownst to the other driver, my cell phone was completely dead and absolutely useless in providing documentation. I left the scene and headed to the ESPAA office.

While I was in the examining room with Barbara Hope, RN I mentioned the incident and how frustrated I was that my phone was dead and useless. We discussed the details of the incident and while I changed into my examining gown, Barbara mentioned the situation to a couple of her coworkers, Susan Johannsen, Dept. Secretary and Carol Meloni, RN. To my delight, Carol offered to take photos of both cars and forward them to me. Susan asked me if I would like to have the Chico Police Department assist in acquiring the insurance information from the other driver. I was delighted to be offered such kind assistance.

When the Chico PD arrived, Susan noticed that the other driver was waiting in the lobby, as she apparently had an appointment with the ESPAA office as well. To avoid further unpleasantries, Barbara, Susan, and Carol made every effort and accommodation to prevent the two of us coming face-to-face with one


another. With the assistance of the Chico Police Department and your fine staff, the necessary insurance information was exchanged, pictures of the vehicles were e-mailed, and the day continued as pleasantly as it had begun.

I wish to extend my highest compliments and sincere appreciation to these impressive women who went the extra mile to assist in a somewhat delicate situation. Barbara, Carol and Susan were extremely thoughtful and efficient throughout the ordeal and maintained their professional demeanor throughout the series of events. Enloe is extremely fortunate to have these three women representing your organization.

Sincerely, ChristineSubmitted by: Christine, the patient

Brandy SmithThis is a message left by a patient on the Patient Comment Line:

“Hi. It’s Monday the 13th of July. I was just talking on the phone, dealing with the billing person named Brandy regarding my mother’s account. Brandy did a great job, very helpful and pleasant. And I just wanted to put a “good job” in about Brandy in the billing department. Thank you. Bye bye.”

This happened to be Brandy Smith’s – Patient Financial Services, first day with answering the phones. What a nice first day at a new task. She is obviously a good choice for the job. Submitted by: Debby Johnson, Patient Service Excellence

Sandra Dailey and Dr. Scott NicholsSometimes taking care of psychiatric patients is like putting together a very difficult puzzle with some of the pieces missing.

A patient, who had been admitted to Behavioral Health several times, recently came in again. The symptoms were the same, she was guarded, confused and a poor historian. Sandra Dailey, RN Charge – Behavioral Health, did the assessment and the patient was admitted for depression and possibly psychosis. The next day in our treatment team meeting, Sandra made it a point to bring up that the patient had mentioned she was on her menses. Sandra remembered that she was on her menses 3 weeks prior and she also noticed that the patient had bad acne which was new. Because of Sandra’s


assessment, the Psychiatrist, Dr. Scott Nichols, decided to order some tests, and it was discovered that the patient had a pituitary tumor.

What makes this story remarkable is these two people are psychiatric professionals, but they took the time and energy to look into something that could have easily been overlooked or ignored.

Instead, even though the signs were pointing to a psychiatric condition, they went the extra mile to make sure her condition wasn’t due to a medical condition.

We are proud to work at Enloe Behavioral Health because of how dedicated and caring all of the psychiatric professionals are who work here. This is only one example of the many times the staff and psychiatrists have gone the extra mile to put all the puzzle pieces together to find the cause of a patient’s illness. Submitted by: Debbie Strukan, Nurse Manager and Elizabeth Marc, Licensed Psychiatric Tech - Behavioral Health

Juliette Lindeman and Sharon FreiWe have a patient on the 4th floor who suffered a brain infection. She is relearning to walk and has expressive aphasia (difficulty speaking). Oncology/Peds RN, Juliette Lindeman, has been taking care of her for the past couple of days. During this time, the patient was tearful and kept writing the word “visa” and pointing to it. Over the course of her shift, Juliette spent time trying to decipher what was troubling this patient. She finally discovered that the patient wanted her Visa in order to buy Christmas presents for her family. Today is Tuesday and Christmas is just 3 days away. After realizing that the patient’s


family had taken her valuables (including her Visa) home, Juliette phoned the family to let them know of the patient’s desire to do some Christmas shopping. The family told Juliette that it was not important that the patient do any Christmas shopping. Juliette, however, knew that this was extremely important to the patient. Juliette and Sharon Frei, RN - Case Management, pooled their financial resources. Juliette then wheeled the patient down to the gift shop and let her shop for her family’s Christmas presents. Juliette is planning to bring in wrapping paper tomorrow and assist the patient in wrapping the gifts before she heads off to rehab.Submitted by: Shannon Doyle, RN Nurse Manager – Oncology/Peds

Aaron WattsOne day in November, a day after some heavy rainfall, we received a phone call from a lady who used to work for our Enloe Ambulance service. She wanted to let us know that she just saw our courier driver, who is wearing a baseball cap and had a beard (Aaron Watts-Print Services), take the time to stop on a street to pull all of the branches out of the way so that all of the cars could pass through. She thought it warranted taking the time to call in as it made her very happy to see him take the time to help others.

Aaron will do things like this without anyone ever knowing - he took the time to help out the community when he most likely did not have the time to take. The route he runs is very busy and he must stick to a tight schedule to ensure that he stays on task. It is an honor to have him on the Print Services team as well as the Enloe team. Aaron showed a true example of having a heart for others at his own expense.Submitted by: Kim Cardenas, Manager - Print Services

Manny QuengaI want to personally recognize and thank Manny, CAN – Oncology/Peds, for the exceptional care he took of “Joe”. Joe had been in the hospital a few times as a result of his decline from a terminal cancer diagnosis. Although he was frequently confused during his hospital stays, during this recent stay, Joe woke up one day with the gifts of clarity, energy and hunger - things he had been lacking since he came to the hospital. He told Manny that he was excited to be hungry and really wanted to eat something that he LOVED and had not had for a while, a pizza from Celestino’s. A half Hawaiian and half Tom Jones


pizza to be exact! He had the cash in his personal belongings but didn’t know how to make it happen so he asked Manny if he could make arrangements to get that pizza for him. He also had one other special request - to have this “pizza party” with his care team (nurse, CNA, therapist, and anyone who wanted to come in). Manny went to his charge nurse to confirm it was ok. Then he ordered the special pizza for delivery directly to Joe’s room.

Joe reported that he stuffed himself with 2 huge pieces of pizza and enjoyed sharing it with members of his care team. He explained how having dinner together makes people feel like family, even just for a short time, and how this gesture made him feel cared for as part of the Enloe family. Of course we didn’t know it at the time, but this half Hawaiian half Tom Jones pizza would be the last full meal Joe would enjoy.

Being the independent man he was, Joe was determined to spend the remainder of his days in his home that he had shared with his wife (who had passed away several years prior), so he insisted on being discharged back to home. Joe was only home for a couple days before his ultimate decline. He was brought back to Enloe and passed away peacefully on comfort care. Manny was again assigned to Joe the day he died. In fact, with caring and loving attention, Manny was the one who respectfully cleaned and prepared Joe’s body after he passed away. These are just a couple of the many ways Manny exemplifies the core values of Enloe and spirit of Planetree.Submitted by: Amy Micheli, Nurse Practitioner - Palliative Care


Tamara CarneyThis is a great example of how Tamara Carney – Respiratory Therapy goes above and beyond to connect, help, and comfort her patients. I received a Moment of Excellence card in my box and after reading it, I had the biggest smile on my face and warmest heart. Here is what the patient wrote;

"After my treatment, she asked if there was anything I needed. I said I could not find any orange soda. She came back later in the day and said she could not find it in the cafeteria or the gift shop but she wanted to check out the machines outside of the E.R. Later in the day I was sleeping and when I woke up, there was an orange soda on my tray with a small note saying it was from Respiratory Therapy. This was a very kind and generous thing to do. PS, there was no comment about cost or anything. This is a very kind and wonderful thing to do. Thank you."Submitted by: Jolene Burgess, Respiratory Therapy

Suresh Pasya, MD and Patrice JacksonNoah, a full time student at UC Santa Barbara, was admitted to Enloe by Dr. Pasya while in Chico for spring break. He spent 3 days recovering under Dr. Pasya’s excellent care and was released with instructions to follow up with his gastroenterologist (GE) specialist on his return to Santa Barbara. We were impressed with Dr. Pasya at the time Noah was an admitted patient at Enloe; he impressed us both medically and interpersonally. We’re even more impressed with Dr. Pasya today, after, from a distance, he resolved an acute medication crisis that would have otherwise put Noah at risk.

This act was, without question, the most explicit example of “do no harm” – not to mention customer service – that I have ever witnessed in professional medicine, either as a parent, or as a patient myself! Dr. Pasya absolutely did NOT “have to” step in when Noah’s Santa Barbara GE was unavailable. Yet he did so anyway, making Noah’s health and safety his first priority.

The Enloe Hospitalist office deserves equal praise and thanks. Specifically, Patrice Jackson, Hospitalist Liaison Nurse, offered not just her audience, but her kindness, humor, and empathy, before quickly offering to reach out to Dr. Pasya on Noah’s behalf. In the end, it took less than 20 minutes for the team of Patrice and Dr. Pasya to resolve Noah’s medication crisis completely…much to the relief of this worried mom and Noah too.


I don’t have adequate words to thank either Dr. Pasya or Patrice for their willingness to resolve this frustrating and scary situation in the best way possible: with immediacy, making Noah’s best interests the focus of their actions. So I hope this pro-active, potentially public, and definitely “official” notice of gratitude and appreciation will speak for me.

You have my sincere thanks, both of you – as does Enloe more broadly, for employing physicians and staff with such humanity and integrity.Submitted by: Shelli, the patient’s mother

Dennis SweetlandIn spring of 2015, I was a patient at the Enloe Outpatient Endoscopy Center for my very first routine colonoscopy. My experience at your facility that day is one I will never forget as I was unexpectedly diagnosed with a rare form of cancer. As this must come as no surprise, your staff at this facility was absolutely amazing.

I am writing this letter to you to point out and acknowledge one of the wonderful nurses that cared for me during my procedure.


Dennis Sweetland, RN-EOC Endoscopy, was my nurse before, during and after my procedure. His caring, professional and compassionate demeanor was one that any patient would find extremely comforting. Though my procedure did not produce the results I had expected or wanted to hear, Dennis’s compassion and reassurance never wavered during that time. He assured me that I was in good hands and that everything was going to be okay. He made sure all my questions and concerns were answered. It was very clear to me, he truly cared.

In the late fall of 2015, I was back at your facility for a follow-up test; I requested to have the procedure done at the same facility, as I remembered how comforting your staff had been prior. Once again, your staff was amazing! Dennis was again my nurse for this procedure as well. He so kindly acknowledged that he had remembered me and had been wondering how I was doing. He could see that I was very weak and uncomfortable post chemo/radiation but didn’t hesitate to assure me I looked great. He said after forty some years of nursing he was joining his wife in retirement. It was very obvious to me that Dennis loves very much what he does and that he finds great pleasure in caring for his patients and working at your facility. I want to thank you for such a wonderful nurse and providing such a great place for him to work. All the nurses seem so happy to be there and it shows in the way they care for and treat the patients.

I would like to share with you that the results of my procedure verified the treatment was a success!! The nurses so kindly shared in my good news. It was at that time Dennis thanked me personally, stating, “There are patients that come in here and make a huge impact on all of us. You my dear, are one of them. I could not have asked for a better patient, with a better attitude, and an outcome, to close out this chapter in my life. You are my very last patient on my last day of my career here and that is the best gift I could have asked for.” (Followed by a hug.)

This is the type of nurses you have working for your facility and they must not go unrecognized. I would love nothing more than for Dennis to be recognized for his unselfish care and to extend him my utmost sincere thank you. He exemplifies every aspect of nursing and deserves to be recognized for his hard work and dedication, but most of all, for the sincere compassion he


demonstrates to the patients he cares for. Thank you again for providing me with such a wonderful nurse and facility!Submitted by: Christina Chavira, Marketing and Communications, on behalf of the patient.

Marissa RyanLast week I cared for an elderly man, and his wife could always be found at his bedside. I took report on this patient from Marissa Ryan, RN – Med/Neuro, and she shared that they are a lovely couple and that I would really enjoy caring for them. I did enjoy caring for them. It wasn’t until later in the day, when I commented on the beautiful bouquet of flowers at the bedside, that I learned that they had the misfortune of having to celebrate their anniversary with him in the hospital. Marissa had learned this as well and picked up this beautiful bouquet for them on her way to work the evening before. The patient’s wife described to me that she couldn’t keep the tears from flowing when Marissa gave the flowers to her. She and her husband were so touched by the gesture, and so was I. Marissa is one of the most thoughtful, kind individuals I have ever had the pleasure of working with and I know that this example of her kindness is only one of many that deserve recognition. I’m just glad I caught her in the act this time!Submitted by: Sarah McFarland, RN - Med/Neuro

Thomas DemoorTom Demoor, Home Medical Equipment is an outstanding member of the Enloe Medical Center Home Medical Equipment, Hospice, Homecare team! Tom comes to work each day with a smile on his face and sets the example of leadership qualities that inspire his HME team to offer superior service to our patients. Tom frequently gets calls to deliver home medical equipment, sometimes at odd hours, sometimes in some difficult areas, and frequently does so with little advance notice. He delivers a variety of equipment in a timely manner and it is well received.

Tom once said to me: “I have never encountered a hospice patient who has been ungrateful. It’s a simple piece of equipment and the patients are so appreciative. That’s why I decided to put sheets on all the medical beds we deliver; when they come home and see the hospital bed for the first time, I want them to feel at home in the hospital bed.” This extra touch of kindness


is one example of what sets Tom apart. Additionally, when a hospice patient dies, many families request the equipment be removed IMMEDIATELY. Tom and his team will hustle to get the equipment out of the home to provide relief to the bereaved family members. Sometimes the delivery and pick-up have been within the same day, yet I have never heard Tom complain about the tasks before him.

As a colleague, Tom is always watching out for those he works with. When I hurt my back, Tom, unasked, was there with an ice pack, and when I fractured my ankle, Tom made sure I had a device that could get me around the office with ease. Tom is not only there for the “accident-prone”, but is the guy that will barbecue for the East Lassen employees, help the staff with office equipment issues, and is willing to offer opening reflections during the weekly hospice meetings. It is an honor to work with Tom. He is an example of working with someone who exemplifies a “Planetree Spirit of Excellence”.Submitted by: Leslie Amani: Volunteer Services Coordinator, Hospice and Spiritual Care

Dr. David WoodsEnloe Outpatient Center Prompt Care had a patient come in with complaints about a vision problem. Dr. Bills was concerned and wanted the patient to be


seen the next day by her new ophthalmologist. EOC was unable to reach the patient’s ophthalmologist. I recommended that if the patient’s ophthalmologist could not get her in tomorrow, that we should refer the patient over to Dr. Woods – EOC Prompt Care Physician, (since he was on-call). After conversation with Dr. Bills and his concerns about the patient, he agreed we should give Dr. Woods a call. Dr. Woods said he would come in and examine the patient. He was there within the hour. The patient was so grateful and decided to follow up with Dr. Woods instead of her previous scheduled ophthalmologist appointment. This isn’t the first time Dr. Woods has come out to Prompt Care to help out with our patients. He definitely goes above and beyond.Submitted by: Chuang Xiong, Unit Secretary Tech - EOC Prompt Care

Suzanna Boracci, Virginia Collins and Kimberly LariosI would like to acknowledge our Tele-Communications Switchboard operators. It so happens that when I call, either Suzanna Boracci, Virginia Collins or Kimberly Larios are on duty. I am sure the balance of our Switchboard Operators are just as efficient and accommodating. I have been an Enloe Medical Center volunteer for 15 years and have called on the Operators numerous times to ask questions covering all areas of hospital operations, and I must add that I have had many strange and unusual questions over the years! They are always charming and awfully patient with me, knowing exactly the answer I am seeking. I wanted to give them a special mention for their assistance and my gratitude for their help making me more effective and efficient in my position as an Enloe Medical Center Volunteer. Submitted by: Ronnie Campbell, President Enloe Medical Center Volunteers

Vicki WilliamsVicki, Patient Monitor – Nursing Admin IP, heard that a patient on third floor, and the patient’s husband, had an anniversary coming up in a few weeks. Knowing that the patient would most likely be at a rehab facility during the time, Vicki came back after her shift and delivered a cake she had made (in the patient's favorite flavor) to celebrate the couple's anniversary. I believe that she's done this for other patients before, and it's just the sweetest gesture!Submitted by: Jessica Arnold, Patient Monitor - Nursing Admin IP


Med/Neuro Nursing Staff and Case Management Teams A patient that was recently admitted has several chronic medical conditions, including a rapidly progressive neurological disorder. At 39 years old, he had been a resident at a local facility where he lived in the same room as his father. For multiple reasons, he presented to Enloe’s Emergency Department without a home to return to. Distraught at the prospect of not living with his father again, the patient began a nearly two month residence on Enloe’s Fifth Floor.

During that time, I witnessed truly patient-centered care filled with compassion for this patient and his family. Nursing staff made sure he was able to get outside with assistance. They arranged for a volunteer to come in to cut his hair (important for a young man used to having his hair cut every month!). Seeing that he had few clothes, staff brought him a new t-shirt.

Especially impressive was the tireless work of the Case Management staff. They never gave up on him, faxing over 100 skilled nursing facilities, as far away as Los Angeles, in their efforts to find the most appropriate long term solution to his needs. When an opening was found in Los Angeles, reality set in: this


unfortunate man would forever be separated from his family. And this is where appreciation goes out to Mike Wiltermood, CEO. Another CEO may have said that this patient had to leave when a bed, however distant, was located, but Mike let Case Management continue to search for a better solution.

That solution came a few weeks later, in the form of a bed at a skilled nursing facility in Auburn. Case Management proposed a novel idea that involved transferring the patient’s father to the same facility so the father and son could be together again. It was touch and go for about 24 hours, but the papers were signed and the patient and his father are together, supporting each other and living as a family.Submitted by: Dr. Marcia Nelson, VP, Medical Affairs

Candace BussjaegerWe often hear of stories regarding staff going above and beyond what is expected of them. Recently, there was an employee on the Medical Neurological department that did just that and we wanted to share her generous story. Candace Bussjaeger is an RN on the day shift. She was caring for a patient that was severely disabled. Unfortunately, the patient had soiled all of their clothes while here in the hospital. Candace immediately offered to take her patient’s clothes home and wash them herself. So with the patient’s permission, she did just that. When she got home, she had realized she had forgotten the patient’s pants. So she went into the hospital the next day (on her day off) to pick up the pants. The patient was very grateful for Candace’s selflessness and generosity. Sometimes it’s the small gestures that make a world of difference to our patients. Submitted by: Holly Abrams, RN Clinical Educator – Education Center - On behalf of the Med/Neuro Leadership Team

Josh CalderonAfter hearing that a homeless patient in the ER needed new clothes, and the social work office did not have any available in his size, Josh, Physician’s Assistant – Ortho/Trauma, brought in a pair of jeans from his own home, after hours, to make sure that the patient had a pair to wear. Josh was not even assigned to the patient in any way, just wanted to help out. Thanks Josh!Submitted by: Rosie Keene, Unit Secretary - Emergency Department


Leslie TaylorSince I began working at the Cancer Center I have seen many employees go above and beyond their job descriptions to make patients feel genuinely cared for. Leslie, Health Information Management-Hematology Oncology, in particular, has displayed this many times, always being first to offer directions and often walking patients to where they need to go. However, most recently, I witnessed Leslie have a moment of excellence. We had gone on a ten minute walk for our break when we noticed that a patient could not start their vehicle. The patient waved us down and asked us if we knew someone with jumper cables. Leslie was quick to answer with a “Yes” and told us she would drive her personal car around to the patient’s vehicle to hook them up! After a few quick minutes the patient’s vehicle was running and they were on their way. Daily selfless actions really make Leslie invaluable to our team at Hematology Oncology. Her hard work and dedication affects patients and staff alike; I know that I would not be alone in saying that she has genuine contagious joy.Submitted by: Ashley Bascherini, Health Information Management, Hem/Onc

Helen DeatschOne day there was a visitor who came to the hospital with her boyfriend who had to go to the emergency room. The visitor had left the emergency room to move the car. She didn't have her cell phone with her. When she came back to the emergency room he had already been released. He wasn't anywhere to be found and he wouldn't have known where she had moved the car to.

The visitor was very upset and was crying. Helen, a volunteer in the main lobby, talked to her to calm her down and offered to help her check all over the hospital, both inside and outside. The visitor gave Helen a description of what her boyfriend, the patient, looked like. Helen spent well over half an hour with this woman and continued looking when she went to use the restroom. Just as she was coming out, Helen saw a man walking around outside and asked her, "Is that him"? It was. The visitor was so relieved and thankful. Helen said it was a half hour well spent and that she was so glad the visitor had left happy.Submitted by: Roseanna Galindo-Kuhn, Director – Volunteer Services


Lindsay WyrauchYou don’t have to be at the bedside to make a difference in the quality of care for patients at Enloe. This is a story of a department and staff that, even though they are seemingly far away, from the bedside made a tremendous difference in the quality of the patients stay at Enloe Behavioral Health (EBH).

When you come to a program like EBH, there isn’t a whole lot to do on your downtime. After the intense work you put in going to the different groups, seeing the psychiatrists and working through the crisis that brought you here, all you want to do is relax. You’re limited to things like puzzles, coloring and watching T.V., so the number of channels on the T.V. can make a huge difference in your day.

The cable channels on the T.V. at EBH were very minimal and the channels we did get were not what the patients wanted to watch. I had asked Bill Seguine several years ago if we could get better channels, but for some reason the cable company was unable to get us a better package. At the time we weren’t told why. About a year later I asked again. Again, Bill could not get an upgrade for us but he didn’t give up. He asked Lindsay Wyrauch, Facilities Management – Administration, to start working on it. Even though at first her inquiries hit dead ends, she didn’t give up. She would get in touch with someone who said they could get the changes done, but nothing would happen. The explanation was that here at the Cohasset site we were in a binding contract which was signed in the late 90’s for something like 20 T.V’s and the cable company stated they couldn’t change anything for another 3 years! However EBH only has 1 T.V., and there are not any others in the whole building that I know of. Lindsay had to work very hard at getting the cable company to change our programming.

It took many, many phone calls and a lot of patience on both Lindsay and Bill’s part. I don’t know how it finally happened, but one day I got a call from Lindsay asking me to check the T.V to see if we had ESPN. Not only did we have ESPN, we also had a whole plethora of other channels!! We are thrilled with the outcome of Lindsay’s hard work and, most important, the patients are very happy with the quality of T.V. at EBH. Thank you Lindsay and Bill, you made a huge difference for the patients at EBH.Submitted by: Debbie Strukan, Nurse Manager - Behavioral Health

46 � Stories of Excellence | 2015 Enloe Medical Center � 47Enloe Medical Center � 47

46 � Stories of Excellence | 2015 Enloe Medical Center � 47Enloe Medical Center � 47

STORIES OF EXCELLENCE OCCUR EVERY DAY. Submit your nomination for a Story of Excellence on Inside Enloe.

What kind of stories qualify?• A specific act performed by an Enloe Caregiver.• The story can be about assisting each other as well

as patients & families.• Stories about exceptional quality of clinical care or

exceptional customer service are perfect examples.• Simple acts of human kindness make the best stories.

Who is eligible for nomination?• Any Enloe Caregiver, including employees,

partner employees, volunteers, and physicians who through their actions tell an Enloe story.

How the program works:• Stories are submitted to Human Resources via

the intranet or e-mail.• Planetree leadership review each story.• Winners are celebrated at quarterly events.


Lori RollinOn Thursday, Lori, RN – Radiation Therapy, noticed that a female patient was in the main hallway of the Cancer Center who appeared totally fatigued and was trying to sleep on her husband after her radiation treatment. Lori overheard her say "I’m so tired, I wish I could just lay down." Being the great nurse that she is, Lori brought the patient into Radiation Therapy and found a bed for her to lay on and sleep while she waited for her scheduled infusion appointment. Lori communicated with Infusion and monitored the patient while she rested until an Infusion nurse came to get the patient and take her to Infusion. The patient and her husband shared their appreciation for Lori via comments on our department patient satisfaction survey exclaiming what a great help Lori was to them.Submitted by: Ehren Hawkins, Manager - Radiation Therapy

Casey PeveyAny time one Southerner meets another Southerner, one of three things will be discussed: # 1) Food, # 2) Football and # 3) Religion. And this was the case when Casey Pevey, RN – Definitive Care Unit had a patient on DCU that was from Louisiana. Casey went in to complete his assessment and, of course, with the accents, they both figured out they had a Southern heritage in common. Casey was here for three shifts and as his work week went on, the patient and Casey began to discuss FOOD. It became a running joke/game with them to try and outdo each other on food items. For example, one would say oyster po’boy and the other would come back with shrimp po’boy. Other foods included RC Cola, Barq’s Rootbeer, boiled peanuts, moon pies, grits, dumplings, apple pie and peach cobbler to name a few. Casey’s patient talked about how much he missed the food from back home and Casey agreed. On Casey’s day off, he decided to cook fried catfish, french fries and hush puppies. No, this is not on a renal NOR cardiac diet, but Casey thought the patient might enjoy a bite or two. So, Casey made dinner at home for his wife and 2 girls, and then brought his patient a little taste of home cooking.Submitted by: Beverly Gentry, RN, Manager - DCU

Supporting the mission of Enloe Medical Center:

To improve the quality of your life through

patient-centered care.

S8650000 04/16

Documents

2015 - Enloe · 2 Stories of Excellence | 2015 Enloe Medical Center 3 William MacGibbon Some may give the shirts off their back to help others. But Bill, Physical Therapist–Rehab