volunteer services fy16 annual report
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FY 16 Volunteer Services D
epartment
Chandler Regional M
edical CenterM
ercy Gilbert M
edical Center
Annual Report
May Peace Prevail on Earth
We accom
plished many significant projects this year w
ith tremendous
teamw
ork and our amazing volunteers’ support.
The Volunteer Services Departm
ent theme seem
ed to surround everyone and everything in kindness. W
e developed the Kindness Closet, an
adaptive loan closet for durable medical equipm
ent for our patients, the Kindness C
art which provided snacks to our hard w
orking nurses, and our volunteers traveled the globe in their H
ello humankindness t-shirts –
sending back photos from around the w
orld.
From crayon drives, teacup drives, kindness bears, baby hats and kindness
greeting cards, we can be proud that w
e made the w
orld a little brighter.
We also celebrated 10 years of the D
ignity Health Sum
mer Volunteen
Program. O
ur first teen, Arka Chadhury, m
ade us proud by completing
his rotation as a doctor in our Emergency Room
s. We have taken pride in
helping students find their passion and becoming successful.
Our gift shops had am
azing sales increases and our 64 volunteers who served
in our shops were patient w
hile we im
plemented a new
Point of Sale System.
Thank you to my dedicated staff for your hearts of gold and thank you to
the volunteers who believe in w
hat we do and w
ho support us along the w
ay. Your contributions are priceless.
Kindly, Barb Farmer, C
AVSM
anager, Volunteer Services and Gift Shops
This photo was taken in our healing garden
Comm
unity Connections W
e partnered with m
any faith-based organizations in our com
munity to nurture hum
ankindness. These are some of
the projects undertaken by our diverse network of com
munity
partners.
• Crochet Club – This team
knitted and crocheted baby hats, and they taught classes. Each baby or cancer patient receives a handm
ade hat, made of love.
• C
omm
unity Grants – Volunteers served on the com
munity
grants comm
ittee to help distribute grants to worthy
applicants who are m
aking nothing short of miracles happen.
• Chronic Pain M
anagement Facilitators – 14 volunteers
became certified to teach chronic pain m
anagement.
• Teacup D
rive – In honor of Sister of Mercy C
atherine M
cAuley, each day new m
oms are served high tea at M
GM
C.
Our com
munity partners donated tea cups that m
oms could
take home as a rem
embrance of their babies’ births.
• Crayon D
rive – 5,000 crayons donated by comm
unity m
ember and 10,000 coloring books by SRP.
• Just Serve – The C
hurch of Latter Day Saints supported
our efforts with crayon drives, lap blankets, baby hats and
blankets.
• Birth C
enter Tours – Volunteers spent 258 hours providing tours.
• K
indness Bears – Each patient who has a birthday receives a
kindness bear.
• Volunteer H
ealthcare Profession Experience Program
– Our C
ampo
Verde High School students
have opportunities to learn about health care professions.
• Blood D
rives – 5 volunteers participated in the United Blood
Drive and 2 staff m
embers.
• RN
Pain Symposium
– Our volunteer Sandi Leavenw
orth w
as invited to teach imagery and visualization to our nurses
to help patients with pain m
anagement.
• Clow
n Town H
ealing Festival – Our PAW
S teams attended
this event which w
as started by Patch Adams.
• H
eart Pillows – O
ur two dedicated volunteers Joan Sisley and
Jo Plozak made over 3,000 pillow
s for our patients.
• St. M
ary’s Catholic Church – C
hildren and parents of this parish m
ade 700 Christm
as trees and our volunteers hand delivered to each patient.
• Tem
ple Havurat Em
et (Fellowship of Truth) – D
onated 100 coloring books and gifts for children.
Chandler Regional M
edical Center
PRO
GR
AM H
IGH
LIGH
TS
• Kindness C
art – Partnered with the Em
ployee Wellness
Departm
ent and received grant to provide healthy snacks to nurses several days a w
eek
• Patient Am
bassadors – Partnered with Service Excellence
Team to develop this new
service area
• Pre-op/PAC
U – First volunteers placed in these tw
o departm
ents
• Traum
a Research Volunteer – Recruited 5 volunteers to support the ED
Trauma Research team
• Kindness C
loset – Established an adaptive loan closet for patients w
ho could not afford their durable medical
equipment
• Area Agency on Aging – Partnered w
ith non-profit Area Agency on Aging to provide public w
ith support and education on M
edicare Benefits
• N
ew Service Areas – M
aterials Managem
ent, Pre-Op, Post-
Acute Care U
nit, Physical Therapy, Care C
oordination and N
ursing Units: M
edical/Surgical, Telemetry and Traum
a
• Patient Portal – Volunteers helped sign up patients for the D
ignity Health patient portal
Applications received 234
# of new volunteers oriented
189
“Let humankindness blossom
” visits 21,958
# of total volunteers in program (active)
313
# of wayfinding escorts
26,141
Courtesy Cart rides offered 27,019
TLC visits 161
Books/m
agazines delivered 3,416
Pet visitations 22,035
Eucharistic Minister visits
8,219
# of positions filled by substitutes 320
Volunteers hired by Dignity H
ealth 5
Lori Mercer, Sr. Coordinator, CRM
C, one of 25 Hello H
umankindness Retreat educators
Mercy G
ilbert Medical Center
PRO
GR
AM H
IGH
LIGH
TS
• Kindness C
ards Project – “Thinking of you” cards were
made by our volunteers and our com
munity partners and
distributed to patients
• 10 Year Anniversary C
elebration – Volunteers were strongly
represented during the 10 year anniversary celebration at M
ercy Gilbert M
edical Center
−15 Volunteers have been w
ith our volunteer program since
we opened in 2006
• Infant Bereavem
ent – Volunteers provided the funding and w
orked this event to make sure all m
oms and dads w
ho lost babies w
ere acknowledged
• ED
Com
fort Cart – Volunteers and volunteens created a cart
for children who are patients in the ED
; the cart contains toys, stuffed anim
als, coloring books and anything that will
comfort and distract a sick child
• C
uddlers – 20 volunteers were certified to becom
e baby cuddlers in the nursery
• Patient Portal – Volunteers helped sign up patients for the D
ignity Health patient portal
• N
ew Services –M
CH
Admin D
esk, Com
munity Education,
Prenatal Fitness Support
Applications received 285
# of new volunteers oriented
244
“Let humankindness B
lossom” Flow
er visits 15,655
# of volunteers working this m
onth281
# of total volunteers in program (active)
336
# of wayfinding escorts
8,221
Courtesy Cart rides offered 35,544
TLC visits 336
Books/m
agazines delivered 3,526
Pet visitations 13,541
Eucharistic Minister visits
7,646
# of positions filled by substitutes 265
Volunteers hired by Dignity H
ealth 6
Summ
er Volunteen Program
Our Volunteen Program
is Celebrating 10 Years!
New
service areas: Operating Room
, Physical Therapy, Materials,
Dignity H
ealth Specialty Trauma and Prim
ary Care
Students participated in many unique projects this sum
mer:
Alaris IV Pump Project, 31 Education Sessions, External Affairs,
Inventory/Moving G
ift Shop and Cath Lab
STATS FOR
FY16
FY16TO
DATE
Total Teens in Program180
963
Applications Received
2692,499
Returning Students
102
New
Students78
Boys
56
Girls
124
Hours Served
8,85663,008
AWAR
DS AN
D ACK
NO
WLED
GM
ENTS
• 2014 Arizona G
overnors Award
• Briefing at the W
hite House
• C
opy wrote and Blueprinted Program
Hum
ankindness Opens D
oors
Ten years ago, Arka Chadhury’s m
other asked if he could w
ork in the Volunteer Services Departm
ent at CRM
C to get
volunteer hours for college. I reluctantly agreed because I w
asn’t that keen on teenagers at the time, but there w
as lots to do in our offi
ces. He becam
e our first “Volunteen.”
When Arka arrived and started to help, I realized that there w
as an am
azing untapped resource in our youth that could enhance the patient experience and support our staff. Since that tim
e, we
have had over 1,200 students participate in the program, and
they have contributed over 54,000 hours.
We have received m
any accolades for the Summ
er Volunteen Program
including the prestigious Arizona Governor’s Aw
ard. And our program
guide was copyrighted and sold to m
any hospitals throughout the country. W
e even had a meeting at the
White H
ouse in Washington D
C.
Today Arka Chadhury is doing his rotation in the Chandler Regional and M
ercy Gilbert M
edical Center EDs for the next
month; and then he w
ill take his boards. By hosting these teens in our D
ignity Health hospitals, the goal is to lay the foundation
of humankindness in our young students and then, w
hen they becom
e medical professionals, they return to our D
ignity Health
family. O
ur patients will benefit, not only from
our former teens’
expertise, but from their belief in our m
ission, vision, and values.
Gift Shops
PRO
JECT ACCOM
PLISHM
ENTS
• N
ew Point O
f Sale (POS) System
– installed and trained our 64 volunteers on the new
computer system
• C
reated New
User’s Manual – w
ith the support of our volunteer Jim
Kern, we developed a new
user’s manual
• Inventory – volunteens helped prepare the storage room
s for inventory; com
pany said it was the best prepared business
they ever inventoried
• Com
munications Book – Am
anda Ryder, Gift Shop
coordinator, developed a comm
unications book for volunteers
• C
RMC
Store Remodel – C
handler shop received new flooring
and lighting
• Jew
elry Sale – we held a very successful sale bringing in over $7K
• C
andy Gram
s for Nursing – collaborating w
ith Nursing
Leadership, we designed and ran a C
andy Gram
program
where everyone could acknow
ledge the great work being
done by our nurses by sending them a candy gift
• 12 G
ift Shop Stories – each month w
e highlighted an act of kindness that happened in the gift shops
• N
ational Speakers “Increasing Gift Shop Sales by Adding the
Element of H
umanity” – increasing gift shop sales by adding
the element of hum
anity
CRM
C$420,512
MG
MC
$353,189
Total$773,701
+$54,125 in gross sales over FY15
Honors, Aw
ards, and Contributions
CRMC – Principles of Behavior Volunteer Aw
ard N
ominees/W
inners
• Lakshm
ee Malladi and Tirin Bharaj, Sum
mer Volunteen
Program Volunteers
• O
wen Kelly
• D
onna Matthew
s and Lexee, Pet Visitation
• Arnie and Shelly H
endon and Abby, Pet Visitation
MG
MC – Values in Action Volunteer Aw
ard
• Julissa Ricks, M
ission Integration Volunteer
• Frank Sullivan, O
utpatient Registration Volunteer
• Sharon Row
land, “Let humankindness Blossom
Flowers”
Volunteer
• Am
anda Ryder, Gift Shop C
oordinator VSD
“I slept and dreamt that life w
as joy, I awoke and saw
that life w
as service, I acted, and behold, service was joy.”
Ravindranath Tagore
Paws Program
According to a 2014 Gallop Pol, 6 out of 10 people living in
America ow
n a pet and 44 percent of those pets are dogs. you im
agine the emotional im
pact of our patients who are
feeling well and w
ho are separated from the one they love?
you visualize a sacred encounter when another pet enthusiast
brings their dog to the hospital to comfort another hum
an being?
• 35,500 visits w
ere made by our team
s this year.
• Team
s participated in Town of G
ilbert and City of C
handler Parades.
• 26 team
s celebrated our successes at Yappy Hour.
• 111 dogs w
ere certified by our volunteers Laura Ibsen and Pam
Reinke. Once certified, these dogs serve at C
RMC
and M
GM
C, w
ith Hospice organizations, in the C
hild Court
System, Reading Program
s in Schools, in Autism C
linics, and m
uch more.
• 42 team
s, serving 7 days a week.
• PAW
S Program w
as a grant recipient from N
eurology and Associates.
Our Vision Statem
ent
Supporting Dignity H
ealth’s mission through engaged, diverse,
and multi-talented volunteers in our hospitals and com
munity
by unleashing the power of hum
anity.
How
it Feels to be a Dignity H
ealth Volunteer Today was a blessing and G
od had his hands ALL over it!
One of the hardest parts of being of a volunteer is the “not know
ing” what
happens to these patients when you leave. You are invited to these lives for
brief mom
ents. Not by their choice at som
e of the most vulnerable tim
es in their lives. You’re not a doctor or a nurse, you are sim
ply there to be present, to offer a sm
ile, a helping hand, an ear to listen. Last week I found m
yself helping a distraught w
oman w
ho’s healthy husband almost overnight quickly
started to fade due to organ failure find her way through the hospital. I
offered my tim
e to visit and listen. That is all I could do. I left her thinking that “this isn’t enough, there has to be m
ore”. There wasn’t or so I thought.
Throughout the week I’ve been praying for this m
an, this family and hoping
that he was finding healing som
ehow.
Today, as I was turning a corner I saw
this man standing, w
alking while
holding onto his IV pole. He looked w
eak but hopeful. I smiled and then the
most am
azing thing happened. The lady I had been visiting with the w
eek prior cam
e up and I knew im
mediately w
ho he was. It w
as Jered. I seriously just stood and cried tears of joy because he’s getting better! I told him
that he had just m
ade my w
eek, I told him that I’ve been thinking about him
and praying for him
and how grateful I w
as to see his progress. I introduced m
yself to him and he said...
we’ve been thinking about you too and thank
you for being there for my w
ife”.
I will never think that w
hat I’m doing is never enough again!!! G
od is so good!Today w
as a great day!
- Kelly Schager, MGM
C Volunteer
Total hours served by our volunteers in FY1684,534
Value of service$1.9 M
illion
V lunteers: H
earts full of hum
ankindness
Mercy G
ilbert Medical Center
3555 S. Val Vista Road
Gilbert, AZ 85297
dignityhealth.org/mercygilbert
Interested in meaningful service? Join us by applying to:
Chandler Regional M
edical Center 1955 W
. Frye Road
Chandler, AZ 85224 dignityhealth.org/chandlerregional
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