1

Vol. 9 JUNE 2017 No. 6

THE VILLAGES is a federally registered trademark of Holding Company of The Villages, Inc., and is used under license. The Villages® Regional Hospital is a part of Central Florida Health.

forNews VolunteersH Theummingbird

attended the Annual Volunteer Awards Luncheon at the Savannah Center on June 2nd. This luncheon is sponsored by the hospital and coordinated by Shellie Hanrahan and Stephanie Clark from the Human Resources department. This year bright yellow sunflowers decorated the tables of yellow and green. Don Henderson, President and CEO of Central Florida Health, Michael Pittman, Chief Clinical Officer and Site Administrator of TVRH and Dick Campbell, Executive Director of TVRH

Auxiliary Foundation all spoke of the incredible difference our volunteers make to the patients, visitors and staff. Lou Emmert, President of the TVRH Auxiliary presented the awards (see page 3) and music was provided by three of the volunteer musicians – Howard Glitt, Pat Kronk, and Hershal Chapman.

THE TVRH AUXILIARY APPRECIATION LUNCHEON

Luncheon Awards, (continued on page 3)

MICHAEL PITTMAN The health of a hospital is affected by the number of working volunteers. Fewer volunteers results in a weaker support system.

Volunteers add the human touch and communicate a feeling of “We are here for you”-the patient

TVRH volunteers are not afraid to point out issues that need to be corrected.

DICK CAMPBELL “The lifeblood of this hospital is in this room”

TVRH volunteer program is well-recognized within the state of Florida. Rollins College uses our handbook in their “Managing Volunteers” course

“Caring says more about a person than catering for a dollar”

DON HENDERSON “Every week when I make rounds at TVRH, I always meet a smiling volunteer”

“The personal touch of a volunteer makes the difference in health care”

“Team mind-set is a key to excellent patient care. Volunteers are an important part of that.”

Over 350 volunteers ...

2

1451 El Camino Real, The Villages, FL 32162

352-751-8176 The Hummingbird is a publication of the Villages Regional Hospital Auxiliary Foundation. The information within this publication is designed to communicate and inform the staff and volunteers. The editorial staff reserves the right to author, edit, or deny materials submitted for inclusion. Feedback: We need to know what you think, what you want to hear, and what you are up to. Send email to the Editor: skumler@gmail.com Newsletter Editors: Shari Kumler, Cindy Williams and Judi Gray, and staff advisor, Rena Marchand. This newsletter is dedicated to the hardworking volunteers at The Villages Regional Hospital.

Elected Officers: Lou Emmert - President Jeannie Rogale - 1st Vice President Joan Hanosek- 2nd Vice President Cindy Williams - Recording & Corresponding Secretary Jan Kumpan - HistorianGeorge Counselman - Parliamentarian

Contact the Auxiliary OfficesThe Auxiliary Office 352 751-8061. It is staffed on ... Monday - Thursday 8:00 am-4:00 pm Friday 11:00 am-3:00 pm The Day Captain’s Office, 751-8622 is staffed 8:00 - 4:00 pm, Monday-Friday and 9:00 am - 1 pm, Saturday and Sunday.

The VPO Office is 751-8176.

The Auxiliary Foundation Office, 751-8871 is staffed Monday through Friday, 9:00 am-4:00 pm.

www.centflhealth.org

Our MissionTo improve the health and quality of live of the individuals and communities we serve.

H Theummingbird

Lou Emmert TVRH AuxiliaryPresident

PRESIDENT’S LETTER JUNE 2017

Patience Needed You may have noticed that construction is going on in the emergency department and waiting room. During this time, we all need to be patient and help the patients and visitors as

they wait for treatment. Thank you to all the volunteers in the emergency department and waiting room for your comfort, care and assistance for those who are being treated and their family and friends. Please check in with the charge nurses when you start your shift to see what they need. It is a very busy area and your calm demeanor can be very helpful. Projected completion date will be October of this year.

Teenage VolunteersOn Saturday, May 20, we interviewed 12 teenagers from schools in the area. They will be working throughout the hospital. I hope you will welcome them and offer your assistance. Thank You for Stepping Up!Help me to welcome two new department chairs: George Counselman as chair of the ASU/PACU and Gloria Counselman, chair of VPO (Volunteer Placement Office). George and Gloria work in numerous departments of the hospital and put in many hours of volunteer time. Last month we added Chris and Penny Kasprzak as chairs of the Café and you may have noticed that the Café is now open every day from 8:00 am to 4:00 pm. Closed on Sunday.

While I’m talking about Department Chairs, I’d like to thank ALL our Chairs. They have challenging and time consuming jobs and I really appreciate each of them.

Please continue to talk to friends and family about the need for volunteers here at The Villages Regional Hospital.

Stepping Up at the Gift GalleryMarilyn Veldof introduced Billie Smith as her new co-Chairperson. They have also announced that free gift wrap is now available for customers who spend $10 or more.

Billy is also our Holiday Decorating Chair and she is already thinking of Decorating our hospital for the Holidays ... Hear more about this from Billie on page 6,

Have a great summer and safe travels if you are leaving the area!

George & Gloria Counselman

“Volunteers are paid in six figures . . .S M I L E S.

Gayla LeMaire

Billie Smith

3

2017 TVRH AUXILIARY AWARDS This year we had 46 nominations (more than ever before) so the winners were chosen by a committee of twelve Auxiliary members. In order to properly recognize all the incredible contributions made by various individuals there were two new categories of awards added – Making a Difference and Special Recognition.

Making a Difference: There really isn’t a category that fits the positive impact some people have made on TVRH and the Auxiliary. This is the first time an award has been given to hospital employees.

Michael Pittman and Susan Williams have been with TVRH for less than a year but they have already worked magic to improve the reputation of our hospital and the community’s level of satisfaction with TVRH. Together they hold daily management huddles where issues are quickly resolved and improvements are celebrated. Their interaction with the Auxiliary proves they see us as an equal partner in making the hospital first rate. The team

of Michael and Susan definitely MAKE A DIFFERENCE.

Outstanding Team/Department Award: A team recognized by the TVRH staff as having worked together at an exceptional level to improve patient care and/or services. This award is determined by TVRH staff - this year Michael Pittman and Susan Williams.

Patient Survey / Rounding Volunteers have listened to patients and provided the hospital staff with important feedback on what is working and what needs to be improved. The contribution of this group, chaired by Joan Hanosek, has made a tremendous difference.

Special Certificates of Appreciation were also awarded by Michael Pittman and Susan Williams to the Emergency Department

and to the Emergency Room volunteers to recognize their role in improving the performance of our hospital.

Going the Extra Mile: An individual or department whose commitment to excellence consistently surpasses expectations. The volunteer or team who goes above and beyond to make things happen.

Bob Briest has been called “the best greeter ever”, but he does much more than just “greet” those arriving at the hospital. He will rush out to assist with a wheelchair, cover for the front desk, or assist in the Emergency Waiting room if needed. Bob ensures those coming in have a good first impression of our hospital. He brings the same level of enthusiasm and professionalism to his shift at Surgical Waiting on Friday mornings.

46 NOMINEES Maureen Alhouse

Dan AshwellBob Briest

Sheila CaudleJim Cummings

Nancy CummingsDonna Davis

Alice DickmanFrancis Dioguardi

Jim DowViola Ferry

Joe FrangeonePat Frantangelo

Jane GallaSandy GiannuzziKathy Greenfield

Carol HaithJoan HanosekTom Hollister

Harriet HuschartPenny Kasprzak

Pat KronkLisa Lee

Beth MalakRena Marchand

Bob MartelBecky Montgomery

Sandy MurphyBrenda Nye

Mary O’BryanBob O’DellEda Oteri

Diane PetvohoyMarlene Phillyaw

Scott RobertsJeannie RogaleJennifer Rohlf

Phyllis StramkaBob StronginBill Sudduth

Danelle SuearceBetsey TrigilioJudy VerhagenJeanne WandallCindy Williams

Dennis YanachikER Admitting

ER AmbassadorsER Room Volunteers

ICU/IMCU DeptPatient Survey/Rounding

Team

(Awards Luncheon, continued from page 1)

(Awards Luncheon, continued on page 4)

Lou Emmert assisted by Cindy Williams awards Susan Williams and Michael Pittman

Joan Hanosek and Michael Pittman

Bob Briest

4

The second winner of this award is Scott Roberts. He is our smiling, enthusiastic troubadour who starts his shift by asking the charge nurse “Who needs a Boost?” He then visits that patient’s room and offers a musical diversion by providing a private performance with his guitar and voice; always receiving appreciative smiles from both patients and their family members.

Unsung Hero: An individual, deserving special recognition, who has shown consistent reliability, adaptability and service to the auxiliary.

Brenda Nye has an incredible work ethic and performs her duties in the Emergency Department with professionalism, reliability and sensitivity. Even the nursing staff acknowledge her because they know she is valuable and willing to do what is needed while retaining her overall pleasant demeanor.

Also recognized with this award was Jeannie Rogale. She is always quick to help when special projects need staffing or leadership. She chairs 4

departments but still stepped up with a smile to accept the position of 1st

Vice President.

(Awards Luncheon, continued from page 3)

(Awards Luncheon, continued on page 5)

AUXILIARY PRAYER

Almighty God and heavenly Father, bless our endeavors as we strive to bring comfort and hope to all who are in distress of mind or body.

Guide us so that we may use the privilege given us to help the aged, the ill and the very young --with generosity, with discretion and without prejudice or pride.

Give us the strength to labor diligently, and the courage to think and to speak with clarity and conviction without prejudice or pride.

Grant us both wisdom and humility, directing our united efforts to do for others only as You would have us do.

Amen

Scott Roberts

Brenda Nye

Leadership Award of Excellence: An individual who has provided outstanding leadership, support to the organization, and has worked beyond the call of duty. Pat Kronk not only provides music for our guests, she is a very approachable leader who organizes the musicians, creates teamwork and

immediately addresses concerns – all the while maintaining her positive outlook.

Sandy Murphy goes beyond just being a volunteer and chairperson for the Emergency Department. She is helpful and friendly to the patients and visitors and ensures the other volunteers understand the criticality of their role in the overall perception of our hospital.

Jeannie Rogale

Jeannie Rogale

Sandy Murphy

5

Special Recognition: This year there were several volunteers who were nominated for multiple awards so this special recognition category was added by the Awards Committee.

Tom Hollister takes his position as co-chair for Outside Transportation seriously and understands that it is mandatory that every shift be staffed. He spends hours trying to line-up subs but if all else fails, he goes in to drive so there will not be a vacancy.

Eda Oteri As Chair of the Front Desk, Edie Oteri practices leadership by example and implementation of ideas from her staff ensures her department can adapt to any changes in hospital policy or process. She is a master of communicating the value of our volunteers.

Volunteer of the year: An auxiliary member who has made an exceptional contribution and shown outstanding dedication to the organization. He or she demonstrates the values of Respect, Stewardship, Integrity, Service, Teamwork, Innovation, and Quality

Rena Marchand started her volunteer work 14 years ago on the Special Events /Fundraising Committee. This included work on the “Sharing Our Best” cookbook and launch of the first Gala. Then 9 years ago she led a team to implement Ye Olde Thrift Shoppe. She has served as Historian and editor of the Hummingbird and because she has been involved with the Auxiliary for so long, she is the “go-to-gal” for questions about procedures, policies or history.

President’s Award: A person who has made a positive contribution to both the organization as a whole and to the President’s term. The award is determined by the Auxiliary President.

George and Gloria Counselman have individually contributed to the efficiency of my presidency and the entire organization. George worked in the Membership office helping establish a variety of reports to track the contribution of our volunteers to the hospital. Most recently he has agreed to take on the challenge of managing the Teen Volunteers as well as the Chair of ASU/PACU. Gloria worked in the Volunteer Placement Office and when called upon took over the management of the Annual Training Modules and new volunteer orientation. Most recently, she has agreed to become the Chair of the VPO.

AUXILIARY PLEDGE Believing that the hospital has real need for my service as a volunteer worker:

I will be punctual and conscientious in the fulfilment of my duties and accept supervision graciously.

I will consider as confidential all information which I may hear directly or indirectly concerning a patient, doctor or any personnel, and will not seek information in regard to a patient.

I will take any problems, criticisms or suggestions to my department chairperson.

I will endeavor to make my work of the highest quality.

I will uphold the traditions and standards of this hospital and will interpret them to the community at large.

(Awards Luncheon, continued from page 4)

Eda Oteri

Tom Hollister

Rena Marchand

George and Gloria Councilman awarded by President Lou Emmert

6

NEW HONORARY LIFETIME MEMBERS FOR 2017It is our privilege to pay tribute to these ladies and gentlemen by making them Honorary Lifetime Members of the TVRH Auxiliary. Honorary Lifetime Membership is a special recognition granted to a retired Auxiliary volunteer after a minimum of seven (7) years of distinguished volunteer service to The Villages Regional Hospital and a minimum of 2,000 total hours served.

An Honorary Lifetime Member shall have a voice in the Auxiliary, receive the Auxiliary Hummingbird Newsletters, invitations to the Auxiliary annual luncheon, and other events, but will have no voting rights. Honorary Lifetime Membership can be nominated by any Active Member but must be approved by a majority vote of the Executive Committee.

Carol Dietrich Thomas Dietrich Nancy Duddy

Nellie Frazier Jack Halb Joanne Rogan

Charlotte Romahn Jacqueline Salus Irene Stec

Joseph Stec Edwin Wiggins Mary Zwick Posthumously

This year we honor ...

INVOCATION AT THE 2017 AWARDS Luncheon by Reverend Father Mark J. Niznik, St. Paul’s Parish, Belleview, FL

Dedicated hearts, like yours are rareYou step up to say, “I’ll do it” and dareWalk with someone, or pull out a chairYou make the burden, easier to bear It’s genuine to say, you work out of loveAnd your call to serve, comes from aboveSteady as she goes, and gentle like a doveWhen you enter a room, remember to glove.

At least one of you, drives a golf cartAt least one of you, loves a pop tartAt least one of you, is pretty smartAt least one of you, is an old---guy. So, here’s to all of you, heroes of todayThe vision of you, is quite a bouquetIf I see you here, or in the halls or caféPlease know it’s you, for whom I pray

MORE SMILING LUNCHON LADIES!

L to R) Marge Magdasy, Barb Lovett, and Mike Kaufmann(L to R) Front Desk: Jonie Bohland, Elenor Applegate with Penny Kasprzak who volunteers in the Cafe

RING THE BELLS, WE NEED “HOLIDAY ELVES” YES, IT’S SUMMER AND, WE ARE THINKING CHRISTMAS????

As we all know, no one really wants to be a patient in a hospital during the holiday season.

For many years now, our wonderful volunteers turn into Holiday Elves and work very hard at adding some holiday cheer to our hospital. Beautiful trees

and wreaths adorn the hospital from Thanksgiving through New Year’s Day. Based on the numerous compliments received from patients, visitors, staff, and volunteers, the efforts of the Holiday Elves seem to more than worthwhile.

For more information on this event, please contact:

Billie Smith (352) 553-4836 Sylvia Gardner (352) 259-5941 Sandy Giannuzzi

(352) 259-4709

Please consider joining this great group of hospital volunteers who come together and make this event happen.

~~ submitted by Billie Smith

7

Jenny Hardy gave an update on the current Chest Pain Accreditation process with the ACC, the American College of Cardiology. The process is extremely stringent with many requirements that must be in place before certification is granted. A site review has been scheduled for September. Marie Nichols, an ACC reviewer, will visit both facilities and a round table discussion will held. Part of the review involves assessing the non-clinical staff and the auxiliary;

therefore, all volunteers will be trained in ACS (Acute Coronary Syndrome) especially in recognizing A-typical symptoms of heart attacks. A brief 15-minute ACS module has been created that describes the symptoms of chest pain as well as the a-typical symptoms and subsequently the proper response to these conditions. Recently it has been learned the ACC reviewer has been arriving earlier than scheduled and presents to a volunteer or non-clinical staff member in the main lobby or elsewhere as a person having chest pains. Assessment is made as to how well and how correctly the volunteer or staff person reacts.

JENNY HARDY Chest Pain Coordinator for both Leesburg and The Villages Hospitals Was GUEST SPEAKER at the May Auxiliary Executive Meeting

VOLUNTEERS & MUSIC Ten years ago I learned about a group of pianists playing a piano in our hospital lobby. I thought to myself: well, I can do that! I like to play the piano, am not terrible at playing the piano, and I just might be able to give someone else a mood boost. After all, playing music has benefits for both the musician and listener: Music makes one happy, reduces stress and depression, and elevates mood. The pianos are like a magnet: an irrisistable force that calls to musicians simply by being in the room. We cannot help ourselves...we must sit quietly, look at the instrument, ponder it’s sound, gently touch the keys and marvel at the harmonies that fill the area. Melodies of all types carry down the hallways, and wrap themselves around the hearts and minds of all who walk through lobbies. We like to think our music is a “Cloak of Comfort” that might help ease the burdens of the hour.

Today we have 50 musicians who feel called to share their amazing musical talent with us. Like

me, they like to play. Because they understand what it means to be a patient in a hospital, they also strive to deliver that “Cloak of Comfort” to strangers who might share a smile or a wave, to Staff who are engaged and busy at work, and to fellow Volunteers with whom we share a special connection.

Families and visitors stop by the piano, share their stories, request particular songs, or just sit quietly and listen. One wrote the following: “To all the wonderful musicians. My husband was in TVRH and their rehab unit for almost six weeks before he went to Cornerstone and recently passed away. I looked forward to your music every day. It made every day a little easier for me. Thank you for your caring.”

We know we are but one part of a large organization. We all share the same spirit of Community.

We all make a difference. All of us in the Musician Auxiliary are proud to do so...one note at a time. ~~Patricia Kronk, Chair Musician Auxiliary

Ms. Hardy agreed that more training of the ED triage unit, the registration department and clinical staff is needed for a smooth transition into Chest Pain Certification. The Registration Staff will have a chart at their stations that outlines symptoms for all conditions needing immediate assistance. Policies and procedures are under review for change and improvement and ED Triage training is scheduled to begin in the very near future.

Accreditation requires an EKG be completed within 5 minutes of a patient entering the door and complaining of chest pain. The ER doctor has another 5 minutes to review it and sign off on it. So within 10 minutes of a chest- pain patient arriving TVRH, they will have been tested and treated.

~~ submitted by Cindy Williams

8

When you receive an email from the Auxiliary officeDO NOT JUNK or

UNSUBSCRIBE IT!

no matter if the topic has no interest for you. JUST TRASH IT!

We know that not all emails from the Auxiliary will pertain to YOU. BUT, there are many that will!

So, if you unsubscribe or send it to “Junk” you could miss

IMPORTANT information in the future! Such as:

The Hummingbird

Hospital Christmas Gift announcement (Hams &

Turkeys) Notice of Auxiliary Luncheon

Temporary Changes and Directives concerning

Construction and Renovations

Announcements Re: coupons, discounts, free tickets for

volunteers

IF you accidently unsubscribe or you “Junk” it and are not receiving

notices your fellow volunteers know about ... please call the

Auxiliary Office 352-751-8061.

They cannot just reconnect you, but they will help you get it done.

A MASS-MAILING COMPUTER PROGRAM that proactively seeks out and resolves potential delivery issues to protect you. The Auxiliary sends messages to so many volunteers at once and to prevent your email provider from catagorizing them as spam, they help ensure you receive the messages.

HOSPITAL NEWS & SCOOP

ORTHOPEDIC WINGThe original ICU section on the 3rd floor will now be completely utilized by orthopedic patients. Current-ly, 8-10 joint operations 3 days a week are performed. 8-10 surgeries used to be the number done in one week. Average stay in the hospital for joint replace-ment patients is 2.6 days. In 2018, one goal of the hospital will be to achieve Center of Excellence in Joint Replacement.

CATH LABIn the future, the Cath Lab will expand and move to the 2nd floor of Advanced Surgical Area.

BEDS We have 297 beds at this time with a goal of 400 beds in two years. This will happen when “shelled” areas of the new wing are built out. The Rehab facility will add 10 more beds to their department making their

total 30 beds.

CLEANLINESSEnvironmental Services needs to hire 9 people but they are having difficulty finding people who want to work in this area. In the meantime, they are doing their best to keep up with the cleaning demands of the hospital.

FOOD TRAYS IN the Emergency DepartmentFood trays must be given to the person whose name is on the tray. If that person is not there, the tray must be sent back to dietary. It cannot be given to any other patient.

UNIFORM SALE Uniforms sales amounted to $9,800. 15% of that or $1,470 is given to the Auxiliary/Foundation.

It often enables us to be better volunteers when we have answers to some of the concerns expressed by patients, visitors and even ourseves.

So we are passing on some information provided to your Chairpersons at our May meeting.

MANDATORY ATM TESTINGFor NEW VOLUNTEERS & GOLF CART DRIVERS

June 6 & 20 • 8:00-11:30 am You will get your TB test and your eyes checked the same day. East Campus, 2nd floor, Classroom 2

For ANNUAL VOLUNTEERSAny Tuesday... But, the 2 Tuesdays above may be busier than the other 2.

FOR EYE TESTS: The Employee Health Care nurse will be available for volunteers eye testing on these Tuesdays. Eye Tests are available at Employee Health Care Office on the 3rd floor of the East Campus.

ARE YOU GUILTY??Gloria Counselman announced ATM reports are out and approximately 250 people are delinquent with their ATM testing. Gloria had lists of those volunteers for each department chair and asked for the chairs’ help in cleaning up the lists.

ATM will remain in their temporary quarters at least through August. • The Schedule will be the same. • The location has been moved to the East Campus, 2nd floor, Classroom 2. • Testing will be on paper rather than the computer version.

It is MANDATORY

that every volunteer be recertified annually

during their birth month.

9

Ye Olde Thrift Shoppe is open

Tuesday through Saturday from

10 a.m. to 4 p.m. and is located at 106 & 110 W. Lady Lake Blvd. just two blocks south of the CR 466

and US Highway 441intersection and

part of the Lady Lake Historical Park.

For more information

call us at 352-259-5853.

We appreciate all your donations and

can also pick up large pieces of furniture (just call 352-874-

3593).

AFTER A GREAT TIME AT THE BANQUET...

they are back, hard at work, getting the Christmas items prepared for the big Christmas in July Sale.

Ann Kisielica, Lucia Visintainer, and Martha Lash are pricing Christmas items.

Cindy Malacky pricing Christmas items.Norma Cyr also pricing Christmas items.

(L to R) Bev Gaumer, Shirley Teague, Vivian Peacock, Cinda French and Dora Amoroso

(L to R) Posie Cylmer, Harriet Corgard, Sue Bundstein and Jody Haley

10

PATIENT CARE DONATIONS Lou presented a list of items purchased by the Auxiliary/Foundation for the enhancement of Patient Care. They are: • A Platform Gurney Scale • 16 Standing Stack Stools (Operating Rooms) • Oxygen Tank Holders for stretchers • Focus Highback Mesh Chairs • Cardiosave hybrid (A mobile pump/monitor that assists in Cardiac Care) • Advanced Certification Clinical Education Department (Seed money for Nurses’ Continuing Education) • 20 Wheelchairs w/oxygen tank holders • 2 AMSCO Blanket Warmers • 14 Phlebotomy Lab Carts • 7 Vein Viewers

FOUNDATION NEWS

SAVE THE DATE: BIG BIKE WEEKEND 2017 The Villages® Regional Hospital Auxiliary Foundation invites you to save the date for their “Hearts for Our Hospital Big Bike Weekend” November 10 through 11, 2017.

The Cycling Expo and Health Fair will be held Friday, November 10 from 10 a.m. until 2 p.m. at La Hacienda Regional Recreation Center in The Villages and the Bicycle Challenge will be Saturday, November 11 starting at 8 a.m. There will be five route options, including a 10-mile, 17-mile, 32-mile, 64-mile and 100-mile course. All participants who register by October 22 will receive a free event t-shirt! Visit www.H4HBikeWeekend.com to learn more.

CONSTRUCTION Money is also slated for donation to the Hospital to assist in construction costs. SCHOLARSHIPS Approximately $125,000 is slotted for scholarships both for high school students and the continuing education of clinical staff.

The cart lot next to the main entrance is now limited to the emergency patients only.

The parking on the south side just outside the Cafe is now for Physicians only

BUT ... A sheltered shuttle stop has been built in the parking lot. Visitors and Volunteers can wait there in inclement weather for the shuttle to come by. Shuttles will STILL drive through the parking lot picking up and delivering people to their cars AND CARTS!.

CART PARKING at The Village Regional Hospital

Acknowledges the Patient and/or Visitor:• Follow the 10 – 5 rule: at 10 feet smile and acknowledge and at 5 feet speak. • Smile, make eye contact and greet them in a pleasant manner ...If they look confused or they are looking for something, ask if there is anything you can do for them. • Anytime you see someone looking for a sign that means they are probably looking for something and could use some help. • NEVER ask “How Do You Feel”, you know they are sick or nervous because they are in the hospital. Introduce Yourself • Depending on the situation and the place you are in ... State your name and your role at TVRH. • Highlight skills and expertise of self and other healthcare team members. Duration • Depending on the situation and the place you are in ... Give the Patient/Visitor a time expectation, even if it is just a time for your return. Keep patient/ visitor informed as to the amount of time a procedure or process will take. • If you don’t know the procedure/ process time see if you can find out. Never guess, ask someone in the know. • If there is a wait time give them the time expectation of that wait.

EExplanation

• Depending on the situation and place you are in ...Keep patient/visitor informed by explaining process & procedures. • Assist patient/visitor to have a clear expectation of what will be occurring. • Get correct information from the proper person.

T Thank You

• Thank the patient/ visitor for choosing TVRH. • Express appreciation that they have chosen TVRH as their healthcare facility. • Ask if there is anything else you can do for the patient/visitor before ending the interaction.

Our Volunteer Aidet

A

I

D