Fall Issue 45 A publication of Volunteer Services Friends of UnityPoint Health-Meriter

Important Dates

September

9/13—Advisory Council

2 Tower 2p-4p

9/21—Partners of WHA

Sourthern District Fall

meeting Baraboo

October

10/6—Blood Drive

McConnell Classrm 9

8:30a-2:30p

10/11–23 Mandatory

TB/Flu Clinics

10/11—Welcome

Students event VSO 4-6p

10/24-25—Jewelry is Fun

Sale—SWR (Hospital only)

10/26—Linens & Footwear

Sale SWR (Hospital only)

November

11/1, 2, 3—Nutman—SWR

11/1—Nutman– MBC

11/21—Lionne Jewelry

Sale SWR (Hospital only)

11/23-24 —Volunteer

Services Office CLOSED

11/29—Advisory Council

Holiday Event – 2 Tower

11/29—Love Lights Tree

Lighting at 4p

December

12/12—Linen Sale SWR &

MBC

12/15—Blood Drive

McConnell Classrm 9

8:30a—2:30p

12/20, 21, 22—Nutman SWR

12/21—Nutman (MBC)

12/25—Volunteer Services

Office CLOSED

SAVE THE DATE Annual Volunteer TB/Flu Clinics

In order to ensure a safe environment for all our patients, employees, volunteers and visitors, all volunteers must attend the TB/Flu Clinics in person to complete their annual TB screening, and either receive the influenza vaccination or provide written proof of vaccination obtained elsewhere. Mass hospital influenza shot administration and TB screening will take place in Tower A (across from the cafeteria):

Wednesday 10/11 0630-2000

Thursday 10/12 0630-1630

Friday 10/13 0630-1630

Saturday 10/14 CLOSED

Sunday 10/15 1100-1500

Monday 10/16 0630-2000

Tuesday 10/17 CLOSED

Wednesday 10/18 0630-1630

Thursday 10/19 CLOSED

Friday 10/20 0630-1630

Saturday 10/21 0630-1030

Sunday 10/22 CLOSED

Monday 10/23 0630-1630

In rare circumstances, a medical or non-medical exemption may

be granted by UnityPoint Health – Meriter. Exemption request

forms may be found in the Volunteer Services Office. The form

must be returned to Volunteer Services prior to 4:30 PM on

September 11 for consideration. You do not need to reapply if

you were previously granted a permanent medical exemption

by UnityPoint Health – Meriter. You must reapply if you were

granted a nonmedical exemption last year and feel an

exemption is still warranted.

Shout Out to Volunteers!!! George Falor for doing a 9:30pm-2:00am shift with Security on 7/19/17 when 2North hallway was shutdown

for remodeling.

Daksh Bhargava for helping Birthing Center staff practice their infant abduction skills in May.

Friends of UnityPoint Health-Meriter for funding new tables and chairs for the Bistro.

All volunteers who chose to volunteer their time on Memorial Day, 4th of July & Labor Day!!

Dogs On Call teams who have done recent patient visits: Mickey, Disney, Izzie, Samantha,

Baron, Pete, Caleb, Sazzy, Chopper, Bella and Sully, and Bentley.

AYS Volunteers who have helped keep the blue Nerf hardhats stocked in the Birthing Center.

Brenda Johll for stuffing bags for the June Speakers Bureau event at the Overture Center.

“Very professional and friendly concerned staff. This includes nurses, CNS’s, housekeeping,

and doctors, meal service and Volunteers.” (this is from Patient Satisfaction survey on 6Tower)

Mary Cragin, NICU Cuddler, who was featured August 23rd on NBC 15 for a spot on NAS babies who are born

at UnityPoint Health-Meriter. This is the link http://www.nbc15.com/content/news/Volunteer-program-helps-drug-dependent-

babies-441559233.html

All volunteers celebrating a milestone

anniversary year in 2017.

5 Years 10 Years 30 Years

Judy Bruns Sally Gaard Jeanne Silverberg

Martie Crume-Ryan Lilah Kowieski

Carolyn Fiorello Bob Stangel 40 Years

Susan Friedman-Hill Alice Volden Louise Hill-Strutz

Andrea Grosse

Lila Gullixson 15 Years

Carol Johnson-Hohol Suzanne Coutre

Richard Kort Don Steinke

Cynthia Martinelli Diane Tupper

Candace Muckler

Marlene Porter 25 Years

Tom Royston Jim Roberts

Kathy Roznowski

Mary Ann Stefonek

Pat Stevens

Julie Hannifan celebrating 30 years of service!

In 1987 Julie started in Personnel Services (Human Resources)

as a Nurse Recruiter. She accepted a position as Manager of

Recruitment and Retention in 1988. Six years later, Julie

moved onto Employee Relations. After the birth of her third

child in 1998, she decided to stay home with the little ones;

nonetheless, she wanted to remain with Meriter. It was our

great fortune that Julie began a 10 year span as a 0.0 Birthing

Center Tour leader where she thoroughly enjoyed the

interactions with new moms, dads and extended family

members. In 2010 with all three children in school, Julie

returned to full-time employment as Volunteer Services

Manager. We are fortunate to have a wonderful manager who

leads with respect, appreciation, compassion, devotion and

joy! Julie has built Volunteer Services into a top of the line

department at UnityPoint Health-Meriter.

Favorites: Snack: Garretts Chicago Popcorn Mix TV: Neflix Original Series like The Crown, Call The Midwife, Ozark, Stranger Things, Planet Earth Restaurant: Ishnala, Wi Dells First Job: Making milk shakes on the spindle at McDonalds Recent summer vacation: Napa Valley, CA with my hus-band Lucky No.: 6 I like shopping for: Shoes Children: Two daughters and a son, all born at Meriter and all three are Badgers from UW-Wisconsin!

Julie, you are truly appreciated every day!

Julie, so many facets altogether a very special and caring person!

Dependable....she always followed through when she committed to a project. Enthusiastic....You could tell when she was ex-

cited about something...and it was catching! Caring...you could always bring her any concerns you may have and she went beyond just listening...she did her best to alleviate them.

Intuitive, imaginative, inventive, invigorating, in-the-know, interactive, intentional !

Julie understands how personal connections make a difference with patients and families as well as with the whole volunteer

team. She models that skill naturally as that is who she is.

Welcome UnityPoint Health-Meriter Student Volunteers!

Wednesday, October 11th

4:00 – 6:00pm Volunteer Services Office

Stop by and enjoy a bag of popcorn and build your own root beer float.

Mingle with new and returning student volunteers!

Complete your Mandatory TB screening & receive the flu shot (first day

of TB/Flu Clinic)

Random Gift Card drawings to: Memorial Union

UW Bookstore

Sconnie’s

Jordan’s Big Ten Pub

Mickey’s Dairy Bar

Trader Joe’s

FRESH Madison Market

Dotty Dumplings Dowry

Starbucks

Ian’s Pizza

Colectivo

Fraboni’s

O.S.S.

Lucky’s 1313

Perform your job with pride and skill. Be

accountable for your own competence and

professional practice.

Positively promote Meriter to others outside the

organization.

Show pride in your appearance and the facility

by:

Following the dress code of the Volunteer

Services Department.

Picking up litter and disposing of it

properly.

Be responsible for knowing what is happening at

Meriter by reading postings in the Volunteer

Locker Room, messages sent from VSO to your e-

mail address and attending CEO Forums.

Take responsibility for meeting patient, family,

guest and staff requests—don’t say “It’s not my

job or my patient.” If you are unable to meet the

request, explain why.

Do not park in patient-designated parking spots or ride patient-designated elevators.

Reduce noise level whenever possible. Conversations and loud laughter may be overheard by those

in difficult situations.

July marked one year since the rollout of our new system-wide VALUES!

Tools that help us FOCUS

What is the overall customer experience you want to create?

Think about “moments of truth”. A moment of truth is each interaction a customer has that influences

their overall experience (they walk in, they are greeted, they find their way to their destination…).

How do you make each moment positively memorable?

Customers expect and deserve:

Attentiveness—a prompt, friendly greeting; answering questions in a timely way; help with

wayfinding, etc.

Clear and positive communication—smile, treat customers like you’re happy to be of service,

answer questions, make suggestions, be knowledgeable about frequently asked questions, be

conscious of your nonverbal communication.

Teamwork—Treat each other the way you treat customers—with positive communication and

respect (customers notice your interaction with one another).

Remember—You ARE UnityPoint Health to the customer!

You are an important part of creating

the overall patient/family experience!

Front Door Service

Creating Positive, Memorable Customer Experiences

VOLUNTEERS CAN OWN THE MOMENT!

Our first job as health care providers, staff, and volunteers is to care for our patients and protect

their right to privacy. What you hear here, say here, and see here, must STAY HERE!

Do not discuss patient information with anyone.

Do not tell friends, family or acquaintances

about any patient in any way.

Do not discuss a patient’s case, even with a

colleague.

Do not read a chart or patient information.

Do not discuss patient information on social

media.

Patient Privacy

NEW!! Press Ganey Scores

Volunteer Services has recently started tracking results from Meriter Hospital Inpatient

Departments with Press Ganey Surveys specific to “Friendliness and Courtesy of

Volunteers.”

The survey is a metric for hospitals to measure patient satisfaction and encompasses all aspects of a

patient’s experience at Meriter.

Everything you do as a volunteer either directly or indirectly affects a patient’s experience and will be

reflected in the survey results. As part of our commitment to excellence, Volunteer Services will continue

reporting survey results in upcoming issues of NEWSLINE. KEEP UP THE GREAT WORK!

In 1993, Coach Jim Valvano spoke at the very first ESPY Awards, two months before he died of cancer. Though his speech is worth a full watch, he talks about three things everyone should do every day to enrich their life: laugh, think and cry.

His advice resonated with me for a few reasons:

It’s important to make UnityPoint Health a place where you can have fun and laugh a little—even though our work is important and serious business.

We’ve talked a lot about efficiency this year, but that doesn’t mean we should turn into robots. I believe we can be disciplined and imaginative at the same time. Being more efficient frees up space to think outside

the box or find new solutions to old problems.

Don’t get so busy you become numb to your emotions. We each deal with stressful jobs, homes and lives. But, connecting to one another with compassion and empathy is crucial for our culture and our patient experience.

We will keep focusing on what we need to do today, in order to make strategic decisions for our future. However, in the face of any change or challenge, remember we’re in the people business. Focus on communicating better, practicing kindness, sharing stories of living our values, striving for excellence, seeking innovation—and putting our patients at the heart of everything you do. Kevin Vermeer, CEO UnityPoint Health

Friends of UnityPoint Health-Meriter “Gift Away”

$100 - $500 Can Be Yours!

Do you Volunteer over the holidays at a Food Pantry?

Are you involved with a program that helps others with special needs during this

Season of giving?

Does your Volunteerism help meet community needs over our long Wisconsin

winters?

UnityPoint Health—Meriter Employees, Volunteers and Physicians can apply for

$100 - $500 grants to support local 501(c)3 organizations that improve the health

and well-being of our Unity Point Health—Meriter community.

The Friends 4 Friends Committee (part of Friends of UnityPoint Health-Meriter/

Volunteer Services) awards money on behalf of affiliates that volunteer at area non-

profit organizations. Over $4,000 is still available for 2017!

The link for the application can be found on https://www.unitypoint.org/madison/

volunteer-services.aspx. If you would like more information contact Barbara Bruce barbara.bruce@unitypoint.org or 608-417-6414.

Honor or remember a friend, family

member or co-worker this

holiday season by purchasing

a blue or white Love Light.

One light for $5 or

a strand of lights for $100.

Beginning September 27th Love Lights

can be purchased in the

UnityPoint Health — Meriter Gift Shop

or online at unitypoint.org/lovelights

Love Lights 2017 “Spreading the Love and Shining the Light”

Friends of UnityPoint Health-Meriter 2017

Advisory Council

Phil Ingwell, Chair

Dennis Ganshert, Secretary

Mathew Hargreaves

Louise Hill-Strutz

Isabel Hubbard

Brenda Johll

Tom Royston

Jeanne Silverberg

Diane Tupper

Don Steinke

Tanveer Vasdev

Jane Wise

Committees

Friends 4 Friends

Isabel Hubbard, Chair

Carol Johnson

Rob Rodini

Jeanne Silverberg

Jane Wise

Love Lights

Louise Hill-Strutz

Anna Kosmach

Antoinette Schwoegler

Diane Tupper

Scholarship

Rod Witte, Chair

Rick Davidson

Dennis Ganshert

Annie Herb

Jane Hill

Anna Kosmach

Laura Nielsen

Liz Sepulveda

Megan Walusiak

Mary Zimmerman

Do You Know the 7/11 Rule???

Within 7 seconds of contact a customer forms

11 impressions about you and your organization.

Are you…

Visually Clean Knowledge

Credible Responsive to My Needs

Friendly

Helpful Empathetic

Professional Courteous

Confident Attractive

And they make 1 of 3 Decisions:

1. They Like You 2. They Don’t Like You

3. They give you 10 seconds before they decide

In Memory of Friends of UnityPoint Health–Meriter Volunteers $20 is donated to the Foundation’s Friends of UPH-Meriter Memorial Fund! This fund is used to purchase yarn that Meriter volunteers who knit use to make newborn caps for the Birthing Center. We remember the following volunteers who have passed away in June-August 2017:

Ardis Creydt—Hemodialysis (1991-2002)

Shirley Schwoegler—Gift Shop, Flower Delivery, Knitter (1983-2014)

Volunteer Services UnityPoint Health—Meriter 202 South Park Madison, WI 53715

Phone and E-mail: 608-417-6414 barbara.bruce@unitypoint.org

608-417-6026 julie.hannifan@unitypoint.org

608-417-6257 laurie.ingwell@unitypoint.org

Volunteer

Services

Statistics

Jan—

August

2017

Active Volunteers

577

Volunteer Hours Served

37,215

Volunteer New Hires

152

Volunteer Departures

213

Average YTD Hours

Served per Volunteer

64

Fund Raising

2017 Revenue

YTD $5633

2017 Goal

$9,200

Volunteer Services Welcomed 42 New Volunteers May—August 2017

Birthing Center Tote Bag Project—Cheers!

The Food & Nutrition Department offers new parents a bag containing a bottle of sparkling cider, 2 plastic champagne flutes, chocolates & a coupon for a free meal. The suggestion has been made to use the blue surgical wrap for a smaller version of the bag

our crafters currently are making for the Comfort Care project. Pat Wilker has made a sample bag and we will share the dimensions with you. We will need around 5,000 bags made yearly. Contact Barbara Bruce Barbara.bruce@unitypoint.org or Laurie Ingwell

Laurie.ingwell@unitypoint.org if you are interested in helping with this

new Birthing Center project. Thank you!

Additional Additional

Placement Placement

4T Welcome Desk Heart Center Pillows

Madeline Gallo Rita Hahn

Animal Assisted Activites HELP

Janel Jordan-Dins Breanna Begley

At Your Service Kelly Doty

Tenzin Choekyi Maria Brix

Arman Sarda Benjamin Stephens

Frank Thornton Omar Tarawneh

Heidi Wegehaupt Kevin Thayyil

Birthing Center Joint Care

Brenna Bomkamp Elizabeth Bellis PT

Jeanette Boxrucker Knitter

Jocelyn Donaldson Kim Squires

Alexandra Frank NICU Cuddler

Lindsey Gee Julie Weis

Victoria Millet Physical Therapy (PT)

Lauren Shuster Monali Adhikari

Casey Wolter Brett Connors

Capoeira Allison Mongan

Brett Stratton Kelly Premo

Emergency Services Monica Schindler

Shawna Gloe Team UP

Greg Mozes Susan Back

Anusha Naik Joshua Grosser

Alexandra (Aly) Pfaff Brianna Hoffmann

Cory Call Team Up Xiaoxuan Lin

Heart & Vascular Kayla Van Boxtel Blood Drives

Austin Anonich

Samantha Syta Team Up