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This Side Up: Stories of Patient-Centered Care, 2008

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Aurora Values Webelieve that every patient deserves the best care. in responsibly managing resources. in accountability, teamwork and respect. This Side Up Stories of Patient-Centered Care

Introduction

I’m proud to provide you with a copy of

This Side Up — Stories of Patient-Centered Care. This collection of stories, compiled from the life and work of caregivers and patients from throughout Aurora Health Care, is much more than a book. It’s the real story of inspiring people with wonderftil attitudes, values and unique approaches to doing things. The stories you’ll read will demonstrate the power of listening and human compassion. You’ll also see a common theme — everyday people taking ownership of their work to improve the patient experience. Our cover story, the “This Side Up” onesie, is a great example of how personal empowerment and staff action can make a difference ... and even save lives.

The staff action committee at Aurora Medical Center in Manitowoc County was looking for a gift to provide to parents as they leave the hospital with a newborn. Keeping in mind the need to help parents understand the increased risk of Sudden Infant Death Syndrome when placing an infant on its stomach, they came up with the idea of a onesie that gently reminds parents to place their infant “this side up.” After much planning and discussion, and with the help of Scott Voskuil, M.D., and other OB/GYNs, they agreed that this was a wonderful opportunity to educate new parents, family members and caregivers about newborn care. They collaborated to find a way to order and print the onesies and began providing them to new parents. Now every baby leaves their care in a “This Side Up” onesie.

The initiative was such a success that it has been picked up at other Aurora hospitals and is likely to be repeated at more and more of our locations.

I hope you’ll find our stories inspiring. Our patients entrust us not only with their physical health, but with all aspects of their care and healing. It is a privilege to care for them and our communities. It’salso an enormous source of pride to know that our caregivers, no matter what their role or title, are living our values and constantlyfinding better ways to improvethe patientexperience.

Nick Turkal, M.D. President and CEO Aurora Health Care

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out to grant Jason’s wish. On the Four days later, Jason died day he was discharged, nurse Jeffrey peacefully in his sleep. His family Kling first took group photos of is forever thankful to his caregivers Jason, his family and caregivers for providing some very happy so that Jason could take them moments during a very difficult with him. Then, Kris arranged for time. As for his caregivers, they officers from the Milwaukee Police refer to their time with this very Department to arrive in uniform to special patient as a true gfi. escort Jason to hospice care. They drove in a security vehicle with lights flashing.

Managing midlife Nawatsie Tyarstried several treatments for her menopause symptoms, liketeas and health store products, but nothing seemed to work. Afterabout six months, she decided to go to the Aurora Women’s Pavilion for medical advice. Thedoctors, coordinators and other caregivers helped her understand what was happening to her body, and develop a course of action. She quicklygained confidence in managing her own health care.

Nawatsie also became part of a patient forum at the Aurora Women’s Pavilion. Thisgroup of women discussed the issues that were facing them and helped each other learn more about their health.

Thewhole Aurora experience significantly changed Nawatsie’s outlook on life.She learned she could take charge of her health and be proactive by eating better, exercisingand making good choices. Frommammograms to yoga, Nawatsie feels the Aurora Women’sPavilionis a beautiful environment where women can find the right person and service they need. From the knowledge Nawatsie gained, she now feelsgood about menopause and is successfullymanaging this stage in her life. A

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Cover me Recentlydiagnosed with breast cancer,

I underwent a mastectomy at Aurora BayCareMedical Center. Never having

had surgery before, I was terrified.As the nursing staff readied me for the operating room, they offered me a fleece

blanket. Gripped with fear, I thought to

myself”! don’t need a blanket. I don’t need a blanket!”

But when I awoke after the procedure, I can’t begin to describe the

wonderful feeling I had when I saw that colorful fleeceblanket. Forthe

first time in over a month, I feltso happy and comforted. That beautiful blanket has been with me every day since my surgery.

God bless all who give their time making these blankets. Please know that your time and effort is so appreciated and needed. My blanket willstay

close to me the rest of my life. I willcherish it always.

— Grateful patient

Note: The breast surgeon, Dr. Collette Schmid, now writes “blanket” on all her surgical orders. The fleece blankets are made by hospital volunteers. A

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I ‘inhappy that I had this knowledge draws and Jf/, with more pleasant to share. As therapists, we have ones that are therapeutic and li/h the ab11Th’to teach fanu lies how to affirming. counteract all the negative” tone/i — Laura Kohier their loved ones may experience Physical Therapist during medical care, like lab Aurora Sinai Medical Center

Involving the family

A drowning victim was brought into the emergency department at Aurora Sheboygan Memorial Medical Center, and caregivers were working hard to resuscitate him. Previously, the hospital’s policy was not to allow family into the area, but Chaplain EllynWheeler decided to bring in the patient’s wife, who helped in the decision to stop resuscitation. Being there and involved, his wife knew the staff did everything they could to save him. She said it meant a lot to her that she was part of his care, and made a big difference in understanding and accepting his death.

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Recently, This This Side Up • Stories of PatientCentered Care

One of the nurses stiggested a her other son would be waitingfor taxi and I offered to go with he,: her at Aurora St. Luke s and that a However the ambulance drivers chaplain would be there, also. said she could be taken in the back — Norma Barr up ambulance that was available. Chaplain I accompanied Maiy to the Aurora WestAllis Medical Center ambulance and made sure she was comfortable. I assured her that

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Niko This This Side Up Stories of Patient-Centered Care

of disorder. Patients say that having According to Dr. Reed, patients that Niko there is one of the best things benefit from having Niko present she could do to help them relax. in their therapy sessions are those experiencing anxiety, depression, Niko gets the staff more engaged, loneliness or sadness. These people too. “When we walk down the are more isolated and experience hallways,” says Dr. Reed, “everyone less physical touch, so Niko stops to pet Niko and talk.” provides that missing piece.

Stranded

During Wisconsin’s recent flooding, a patient called the Aurora Wilkinson Medical Clinic in Dousman to report that she was out of her medications and was stranded by rising water. The water was so deep she was unable to drive her car. To compound her troubles, she had no family to provide assistance.

The Aurora Wilkinson team reacted quickly to help. Money was donated to purchase groceries. Nurse practitioner Carol Millman delivered them, along with the needed medications. Area flooding was so bad that the patient had to paddle a canoe approximately 150 yards from her driveway to the main access road to reach the welcomed supplies. Understandably, she was very thankful for the staff’s help, generosity and perseverance.

It’s no surprise that the Dousman clinic has high patient loyalty. Patients know this team cares for them and are always willing to go above and beyond a normal day’s work to help.

11

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Amazing Cracie

Confined to a hospital bed in the department and the electric weeks leading up to her daughter’s company. If there would be a power birth, Anna Bongle braced herself outage, they wanted to make sure for the worst. “I was fully prepared they got the power back on as to go home empty-handed,” she says. soon as possible to keep Gracie’s Sheridan “Gracie” Bongle arrived equipment running. And in the event of a snowstorm, they on May 6 —threeand a half months would premature, weighingjust I5/4 ounces need to plow the Bongles’ road and 93/4 inches long. The doctors at quickly in case they had to get to the Aurora BayCare Medical Center emergency room. in Green Bay told Anna and her Today, Gracie is doing well and husband, Jon, the struggle to get making good progress. The family their daughter home would be a has learned to cope with the extra roller coaster. vigilance it takes to care for a But as the months passed the baby’s preemie — like giving her special shots chances improved, and on October to ward off disease and taking 20, Gracie went home. her in for extra check-ups. But the best weapon they have at securing a Her homecoming would not be bright future for their daughter looks without its worries, however. up at them each night from her crib — Aurora BayCare’s social services one tiny miracle who beat all the department notified the highway odds, amazing Gracie.

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charge.

born

was

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granting

to

family

mom

in of

but caregivers

doing

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video

be

Scott

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Malinski birth, and

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charity by

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U.S.

Marine This ThisSideUp Stories of Patient-Centered Care

Benny

KarlSchmidt, director of employee and organizational development, and her pet therapy dog Benny help to make Aurora West AllisMedical Center a brighter place for patients and their families.

Benny is a two-year old black Lab mix. He and Karispend their Saturday mornings visiting patients on the third floor rehab therapy unit. Benny helps rehab staff work with patients on a variety of activities from dexterity to basic motor skills. He often reminds patients of positive memories of pets they’ve had in the past.

After each patient visit, Karileaves behind a hand-written card stamped with a “paw-print” from Benny, thanking them for their meeting and encouraging their rehab journey. Patients are so touched by the cards that they are often posted in their hospital room as a warm reminder of their time together.

Librarians make the rounds

Librarians at several Aurora additional information they might hospitals are now attending like about their condition. At interdisciplinary rounds on certain Aurora St. Luke’s Medica] Center, patient units. Staff and librarians librarians work in partnership with discuss the information needs of clinical nurse specialists, who give each patient. When appropriate, the librarian a list of patients to visit. the librarian visits the patient in Their visit is then documented in the their room and determines what clinica] documentation system.

15

in

by

an

and

them

her

was to

focus

was ease.

be

first

share

in

for

world”

the

at

care

Mary,

When

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to

patients

daughter,

make

to

Puffer

were

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together.” name

the

experience

knew

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really

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right

to

Natalie

comfortable.”

called

more by

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Mrs.

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herself.

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room. being

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learned

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Mrs.

better

hello

knows,

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what

husband’s

soon

and

day,

are

Mrs.

does

husband

feel

on

“very

exception

rooms,

she are

Though

her

to

Kathy

According

obviously

a

they

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Natalie

was

room.

response

husband’s

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they

address

food

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patients

friendly

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environment.

Care

Hospital

how

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hello

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point

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during

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know Patient-Centered

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care

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James

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course. doesn’t

food.

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the Mr.

of

Shannon

to

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of

always

82-years-old,

how

its Aurora

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their

also

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family,”

more

each

got

their

at

disease

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made

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tell

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follow.

Shannon

highlight

prepare

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he stay involved

one-on-one,

know

Although

Puffer 16

A family

nature

Luke’s

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family

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Inseparable This ThisSideUp. StoriesofPatient-CenteredCare I

As Mr. Puffer’s condition worsened, The caregivers had arranged for a

the 1OLMcaregivers continued to transport team to take Mrs. Puffer to provide personalized care. Kathy the funeral. Unfortunately. she took was particularly grateful for the a turn for the worse and could not respect they showed her father. “My attend. “Even though she couldn’t dad was a very modest person. When go, I am just so appreciative that they bathed him or turned him over, Aurora St. Luke’s was willing to do they made sure he was covered up. this for her,” Kathy says. They really maintained his dignity.” It’s been several months since her When the end was near for father’s passing, hut Kathy “still Mr. Puffer, Kathy pushed her parents’ gets goose bumps and teary-eyed beds together and the family gave thinking about the care her parents them time alone to say goodbye. A received. “They treated my mom couple hours later, Mr. Puffer died. and dad like they knew them Though it was a sad time, his wife personally. Some of them even and children surrounded him to prayed with our family. It’s clear share in the last moments of his life. that this isn’t just their ‘job.’ They showed true love, kindness and Mrs. Puffer was still in the hospital the day of her husband’s funeral. compassion.”

Ma,)’ Pit/jer (left) and her late husband James (right,.)with theirfamily

17

-- I

I

is

the

have

on

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have

and

visual

menus

or

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market

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café; regularly

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experience

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Cindy

Living This This Side Up Stories of Patient-Centered Care

Cindy has served as a team leader for several years, a Planetree retreat facilitator, has been awarded four Aurora Stars and most recently became part of the Pet Therapy team with her dog, Tess. A role model for healthy change, Cindy got involved with Weight Watchers over a year ago, achieved lunch hour. Doing what’s best for her own personal goal and now our patients, doing what’s best for encourages staff by leading the our staff, Cindy lives the spirit of program one day a week over the Aurora’s patient-centered care.

Inspirational message

BeverlyWestphal, an 80-year-old environmental services caregiver in the intensive care unit at Aurora Medical Center in Oshkosh, greets each day with enthusiasm, lightheartedness and a tremendous sense of pride in her work. Passionate about making each patient encounter memorable, she is never too busy to listen to them with care, concern and empathy. Beverlyapproaches each day as an opportunity to make a personal connection with newly admitted patients and to check-in on those she’s

already gotten to know — always assuring these fragile patients and their worried loved ones that they are in good hands. She also reads an inspirational quote every day to patients, from a card she places on their over-bed table, such as “Our lifeis what our thoughts make it.”

Along with the caring manner she showers on our patients, Beverly takes the ICUstaff under her wing as well, just as a surrogate mother cares for a child, Beverlytreats each as her own, the well being of every individual being very important.

Although Beverly could have chosen retirement several years ago, her young-at-heart spirit fuels her passion and commitment. Askher what she likes best about working in the ICUand she immediately replies, “Everything!” 4

19

I

a

to

I

as

have

come

words

and

Kathy

open calm

—

was

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welcome

patients

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Soup This ThisSideUp• StoriesofPatient-CenteredCare I

Walker

Walker is a pet therapy dog at Aurora During the visit, Walker went MedicalCenterin WashingtonCounty. toward the bed and laid his head His owner, Stephanie, brings him in next to her hand. The family placed several times a month and manages their mother’s hand on Walker’s to see almost every patient in the face and told her it was the therapy course of a day. dog. She opened her eyes for one brief moment of recognition and left Recently, there was a hospice her family an patient in her last hours who was with indelible memory not responsive. Her family, keeping they will cherish forever. vigil by the bedside, asked if their mother could have a visit from Walker, as they and their mother shared a deep love of animals.

Wa1kerpet therapy dog 21

as

the

ways

in

not

veil

when

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cover

about

required.

was her

realized

mother,

to

customs,

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their concerned

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important

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then and

to

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stay.

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realized

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Cultural This I ThisSideUp‘StoriesofPatient-CenteredCare

there were many opportunities when With everything in place, their baby male staff might possibly enter daughter was soon delivered healthy the woman’s room, such as food and happy to very proud parents. servers with meal trays, laboratory Grateful for the hospital staff’s technicians for blood draws, and high level of professionalism and volunteers with flowers or cards. working together as a team, they They quickly made calls to the recently wrote to Aurora and said, appropriate areas to assure that only “We always mention your hospital female staff would be dispatched to and your staff every time we repeat the patient’s room. our wonderful story to a friend, Also, when the mother received family, colleague or neighbor.” her epidural, the nursing staff made sure that only a small amount of her skin was visible to the caregiver administering it.

Reaching for the stars

At Aurora Sheboygan Memorial Medical Center and Aurora S \ ;.ç 7, Sinai Medical Center, volunteers and staff working on their own time painted a series of colorful murals in the stairwells. Some of the scenes include a vibrant underwater panorama of sea creatures, whimsical Wisconsin farmland and wildlife, a rolling Stairwell mural Hawaiian shoreline and an outer space cosmos. At Aurora Sinai, community involvement included artists from a local business who partnered with Aurora Sinai by donating time, tools and talent The brightened stairwells help to encourage caregivers to take the stairs and thereby improve their health and reduce congestion in the elevators. Patients also benefit from the more artistic, healing environment when, for instance, using the stairs as part of their rehabilitation. -M r 23

1

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Healing This This Side Up . Storiesof Patient-CenteredCare

Soothing lavender

I had the honor of caring for afrail, Whentheprocedtre was over we elderly woman with advanced stage re-warmed the neck roll and she cancer who had come to Aurora kept it on untiljust beJbre she had WestAllis Medical Centerfrom to leave. Thefamily asked where Aurora VNAZilber family Hospice. they could gel one of the neck rolls She came to day surgety for a to take home, and I told them they urology procedure. could purchase one in the Attrora Thefamily was very concerned Womens Pavilion. about the care she would receive As a caregiver being able to offer awayfrom hospice. Whilepreparing this small gesture of comfort to her for the sttrgeri we took great our patients is vemi’rewarding and care in handling her gently and with affirming that we truly are finding the utmost dignliv, quickly gaining better ways to deliver patient— thefamily s trust. centered care.

Whenshe wasfully prepped, I — Dorothy J0 Davis, RN. offered her a warm, lavender— Aurora West Allis Medical Center scented neck roll. Atfirst, she looked quizzically at her husband.

He said, ‘Tryit. Ifyou don ‘tlike Lavender is one of the most widely it, the nurse will take it off” So on used essential oils in the world today. the neck roll went. Withinmoments, Diffusion of lavender is recommended the patient began to literally purr to promote relaxation, feelings — she was so enjoying the soothing of comfort and ability to sleep. warmth and relaxing aroma. She Aromatherapy is one of the many asked if she could wear the neck complementarymedicineofferingsbeing roll into surgery, which we normal/v made available at Aurora Health Care. don ‘tdo; but after talking with the tirologt’nurse, we made it happen. :J

I

and

patient

I

began

deal that

a

the

nurse

I

bed

just

to

arm

thoughts

so

hymns,

to

in pain.

the and

with every

her Then

her her

her

lay

the

patient,

flying

to

it.

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medications

voice

took

this

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sing my

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of

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following

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day

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26

see went

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medications, waiting

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This floor This Side Up Stories of Patient-Centered Care

Ha/flvay through thefirst verse, I I was so happy when I walked out saw the tension in her face begin of the room to know thatfor afew to ease, her jaw relaxed and her moments, I was able to help ease breathing became slow and steady. her pain and relax her thoughts with As Ifinished the song, she remained something as simple as a song. relaxed and I realized she hadfallen asleep. Even i’hen I moved ins’ — Jana Troutman-Miller hands awavfroin her arm, she did Chaplain not wake up. Aurora West Allis Medical Center

In a ditch While a dialysis patient was on his way to treatment one morning, he lost control of his car and went into the ditch. Dr. Susan Arcaro, an anesthesiologist at Aurora Health Center in Marinette, happened to be following the gentleman and pulled over to assist. The driver informed her that he was on his way to dialysis. Dr. Arcaro helped the man get his car out of the ditch and park it at a local business. She then drove the man to his dialysis appointment.

Upon arrival, Dr. Arcaro informed the nurse and the technician of the situation. They made a call to the local police department to inform them of the situation. Then they contacted the local car dealership to arrange for a rental car for the patient and a tow truck for the damaged vehicle. Dr. Kenneth Kellner, the patient’s primary care doctor, was notified and came in early to examine his patient for any injuries.

This grateful patient was very appreciative of the way the Aurora staff went above and beyond their duties to help ease the stress of a bad day.

27

a

of to

a

you.

patient

me

patient

made

things

of

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receive

kind

was

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and

by

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way. balm and

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packs

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Nike This ThisSideUp Stories of Patient-Centered Care

patient made some eye movements afew days and was depressed and during the visit, which gave a ray missing his own Shettie dog terribly. of light to the parents and speech The minute we walked in his room, therapist. hisface lit up with a smile. He and his wife “oohed and aahed” over Now you have to know Nike — she is Nike, showed me a picture their a She/tie who is not a “sit stilt” kind of of girl. But that day she laid there dog and we exchanged She/tie stories. so patiently, for over 30 minutes. It is amazing — therapy dogsjust seem At the end of the visit, Nike sat on to know who needs them and when. his lap and his wf tookpictures of

Even though that young lady didn ‘t the two of them. Theywere so happy come out of her coma that day I still to see Nike that day It made him felt good about giving herfamily a forget for awhile why he was in the little hope. hospital and gave him inspiration to get home to see his beloved SheItie. That same day, I was asked to visit a ,nan who had been in the hospital

Fifth-grader saves brother Sheboygan fifth-grader Matthew Kowalis performed the Heimlich maneuver on his 27-month-old brother Thomas, after Thomas began to choke. Matt’s mother called for Matt after Thomas turned blue and she could not dislodge the food stuck in the baby’s throat. After Matt applied a few Heimlich thrusts, the food came out and Thomas began breathing again.

Matt learned the life-saving skill in fourth grade during a basic first-aid class taught by pediatric nurses Anne McCraw, B.S.N.,and Laura Alsteen, R.N.,who work at Aurora Sheboygan Clinic.

31

and

to

mother.

Kradwell

always

Allison

the

her

Allison’s

her

financial

Foundation

to

Milwaukee

was

of

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renovate

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Kradwell

bipolar

of angry

Allison

middle

reading

with

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middle

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in

parents

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Allison

teen

and

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hospitalized

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with

semester

at

grade

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success,

•

grader,

treated

public

loud

bright

frustration

health

been

started

Kradwell.

Up

enrolled

schooled

12th

the

times

was

sixth

her

second

arrived

had Kradwell,

a

Side

32

the

a

She

mental

academic

At

before

home

from

outbursts.

through

and

teasing

Though

at

As

Hospital.

three

She and

as

Troubled Allison This This Side Up Stories of Patient-Centered Care

and therapeutic staff at Aurora year. Allison graduated with a Psychiatric Hospital helped Allison 3.62 G.P.A. through this difficult period.

Another blow came during the Kradwell School is a private, summer prior to Allison’s senior nontraditional, nonsectarian year. She became pregnant. As a kindergarten through 12th grade result of the pregnancy, she could program specializing in students not take her medications. Her who are ztnsuccessfulin the behavior in and out of school was traditional school environment. cause for alarm. She was frequently Thesestudents ‘lives are out of control and at one point complicated by emotional and lashed out at the assistant principal, psychological disorders such as both verbally and physically. She depression, attention deficit and was again hospitalized. hyperactivity disorders, anxiety, Allison decided to give up the baby dyslexia and a myriad of other for adoption. The aftermath of this learning disorders. Also served are decision led to further turbulence. students termed “at risk” of not Through it all, the Kradwell staff graduating. Though unsuccessful never gave up hope for this young in the traditional school, many Kradwell School students are, in girl — making accommodations to support Allison and enabling her fact, gfied and talented. to successfully complete her senior

No band... no ride

Edmundo Romero and other caregivers in patient transport at Aurora Sinai Medical Center are delivering a higher levelof patient safety.The first thing they do when they pick up a patient is identify that patient by their wristband. Ifthe patient does not have the wristband, they will not move the patient until the band is in place.

Since they started this initiative, Edmundo and his department have had zero patient errors. This means every patient that is moved in Aurora Sinaiis the right patient going for the right treatment and in the right location.

33

at

tea

she

a

was

calm

to

home

upstairs

him

wife

while

to

and

to

listeners

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when

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care

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At This ThisSideUp • Stories of Patient-Centered Care

Something in the cards

A patient of Dr. David Munoz was admitted to Aurora St. Luke’s South Shore. The patient, who liked playing cards, had a history of dementia and was non-verbal. When nursing staff called Dr. Munoz for admitting orders, he asked the nurse to also give the patient a deck of cards. The nurse was a bit confused and asked, “Adeck of cards?” Dr. Munoz said, “Yes,a deck of cards. Ifshe has these it will keep her calm and we won’t need to medicate her for anxiety.” The nurse quickly tracked down a deck of cards for the patient and gave them to her. Immediately, the grateful patient smiled and motioned to the nurse to come closet — then proceeded to give her a kiss on the cheek.

Nothing to wear In the emergency department at Aurora St. Luke’s Medical Center, patients often arrive wearing soiled clothes or their clothes have to be cut quickly from them during emergency treatment. Upon discharge, some of these patients have nothing to wear when they return home. To address this problem, the staff proposed a clothing drive, asking Aurora caregivers for donations of gently used clothes.

In a matter of weeks, the response was overwhelming! The emergency department now has clothing for all seasons to give to patients. They were also able to donate extra clothing to a local church to benefit needy people in the community.

35

the

by

picnics

diets

was

on

to

plates

and

grilling.

health

together

staff Tables

together

staff

of

more

patients

event

nurse

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warming

and

line.

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two

restricted

other

choices

close

fill

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talking

charge

on heart

opportunity

set

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behavioral

all.

in a

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resource

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buffet

other

patient

the

for

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was

the Watching

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good

each

patients

used

success

up

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Griffin,

planned.

a

fun.

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laughing

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patients

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experience

and with

helping

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educate to

interaction.

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setting and

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day

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36

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Connecting This This Side Up Stories of Patient-Centered Care

Helpful hands

Berdie Maigatter in patient access portable services at Aurora Medical Center oxygen in Two Rivers saw a woman in the tank, emergency room struggling with her allowing oxygen tank while trying to assist the person her husband in a wheelchair. She to keep was carrying the oxygen tank in a their hands plastic grocery bag, which not only free. One was inconvenient but also unsafe. patient After helping the woman get her even asked husband where he needed to go, Berdie to Beidie with oxygen Berdie started thinking about how design a tank bag she could help patients who carried color-coordinated oxygen tanks. With sewing talents bag to match her dress for her learned from her mother and help grand-daughter’s wedding. Patients from her daughter, Berdie designed were so appreciative to have a washable, reversible fabric bag something functional, as well as with a shoulder strap to hold the fashionable.

Dressing for grandma

One evening while making his usual cleaning rounds of the men’s public restrooms at Aurora Medical Center in Two Rivers,Larry Hansen in environmental services came upon a man who was struggling to dress himself because his broken arm was in a cast.

The young man explained to Larry that his grandmother was in the hospital with cancer, and she had just called for him to visit her — probably for the last time. It was always very important to his grandmother that all her grandchildren looked and dressed nice for family functions, so it was very important to him that he looked nice for her now. But having just come from work, the young man was changing into his best dress suit and was having difficulty buttoning the shirt and tying his tie. Larry assisted him in getting dressed and sent him on his way. A

37

quite

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up

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Sorry, This a 39 Can her the fill year can in a can and attitude facing when Ramona she hospital. pain than love the presence patient less The times Pouent-Centeiwd in positive lessened someone with reminds of their the her to and in away every was all with heart that taken her, Laura’s Stories angel. and • kept diagnosis. much my angel home memory I’m heart when here.” visiting the passed well Up so at touch an her of each laughter. telling recalled illness. Side know came, Laura surprised When holidays Ramona pin “You’re guardian with being care I Laura, often you’re Ramona close nurse’s she Laura and after witnessed caregiver’s Laura’s knowledge mean that an This No they sent she in and cancer so of any to Center. as sure respect, through, to out advice. was and Lopez. other. Laura’s physician laughter of able shots weakened cancer. go to body assistant. get made viruses, her her flu speak going not physician each to having smile to metastatic Medical Laura quickly bond flu help illness. to renal a She and for Ramona with

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Earning This ThisSideUp Stories of Patient-Centered Care

meet his needs. She found recipes control, but that Tim no longer and sent them to him to assist with feels like he doesn’t care if he his diabetic diet. Carrie sent him lives or dies. Now, because of the congratulation cards signed by relationship that has developed with the nurses, staff and physicians Carrie, he wants to grow old and responsible for Tim’s care when his is beginning to trust people in the blood glucose was lowered. health care system again.

The best part of the story’is not only that his diabetes is now under

Youmade the difference

A 17-year-old girl came into Aurora Sinai Medical Center with a swollen finger. In the course of treatment, she was asked to fill out a depression screening and adolescent risk survey. Overall she was healthy and her swollen finger would be easily treated, but the screening information revealed she was engaged in high risk sexual behaviors. Alerted to this, nurses offered her a complete women’s health exam and lab work to assess for any other disease issues.

The young woman was quiet, but very cooperative. After the exam, she asked it the caregiver would call her mother to share with her how “good” she was during the exam. She went on to explain how she was at another provider’s office, but could not go through with the exam because she was terrified, and literally “jumped off” the exam table. “It was a horrible experience,” she said.

So what was different this time? “You made the difference,” she told the staff. “You were gentle and took the time to explain to me what you were doing and why you were doing it. It calmed me down and

made me feel good. Ijust want my mom to know that Iwas able to do this and that it was a good experience.”

41

-I

or

to

Sinai

to

gift

the

mittens,

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supplies

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as

as

Action

Aurora

with

patient- the

management

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school.

request

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of

of

of

student.

minutes,

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each

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classroom

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42

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43

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The This ThisSideUp• StoriesofPatient-CenteredCare j

baked, decorated and donated the much love here and we don’t even cake for this special occasion. know most of you who did this for us.” Francine explained to the WISN Channel 12 was on hand to family that Aurora employees are all cover the event for that evening’s caregivers and that we want to find newscast. In the story, Erin create meaningful described everyone’s efforts saying, ways to memories Sean by “It’s amazing, we’re overwhelmed.” for our patients. responded saying, “You are certainly making Sean told the reporter, “I didn’t great memories for us today.” expect this ... this was the sweetest thing anybody’s ever done.” Everyone involved made Erin’s and Sean’s wedding dreams come true. Volunteer manager Francine Rau As it turned out, it was just in time, spoke to the bride’s father after the too. One day after the wedding, Erin wedding. He said this wedding was even more special than his other gave birth to a boy and a girl. daughter’s recent church wedding because, as he put it, “There is so

45

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Aurora Nurse

A This ThisSideUp . Stories of Patient-Centered Care

Staying connected with WiFi AsAurora Health Care strives to provide its patients and their guests the best experience possible, a major part of that experience is meeting their expectations when they visit any of our facilities.

Aurora hospitals offer guests wireless Internet access, designed for those who have a laptop or notebook computer equipped with a wireless card, allowing the device to access the Internet.

Bykeeping people connected to their busy world, we stay connected to them in ours.

When maintenance is a caregiver

Maintenance technicians at Aurora being too cold, technicians can give Sinai Medical Center have a new them a free movie pass to use with way to leave a patient’s room. their room TV. It’s a way that they Instead of saying goodbye, they ask, can directly turn a negative into a “Is there anything else I can do for positive. you today?” It’s a simple courtesy Caregivers from plant operations that prevents patients from having to provide above-and-beyond service get out of bed for something simple to their internal customers as well. or push their call button to have the They let each department know that nurse come close the shades or turn they will come around on a certain out their light. day to fix squeaky doors, dripping The maintenance technicians also faucets and other things on the have the opportunity to do service departments’ “honey-do” list. They recovery. For patients who have also bring along an appreciation a maintenance problem or bad cart of goodies for each area’s experience, such as their room caregivers.

47

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Nick This This Side Up Stories of Patient-Centered Care

Dr Fred DeBoe with a patient because I actually caine to believe Well,I am happy to report that both this im’se/f And as a result, I think Nick and Sam started taking their thei’began to trust i;ie andlwas medicines again and they ‘yemade able to com’ince them thatjust as huge improvements in their we shouldii ‘tonlyfocus on physical diabetes control. interventions, such as my medicines, si’ealso shouldn ‘tonly rely on interior approaches, such as prayer — Fred DeBoe, M.D. Family Practice Physician and spirituality — but rather we should use both to get them bette; Aurora Health Care I also asked them forpermission to give their names to theprayer group at Aurora Sinai Medical Cente;; so that they could have many prayers saidfor them.

49

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The healing power of music

Harp music floats through the likes, and I use that music to help hallways ofAumra St. Luke s minimize their agitation as opposed Medical Center cardiovascular to relying entirely on drugs.” intensive care unit, soothing Since many of Dr. Widell’s patients patients, visitors and staff are elderly, he gets many requests MaiyAnn Miller-Soc/iplays her for Glen Miller and Bing Crosby. haip tirelessly in 15—minute He’s even used the occasional intervals. Thispeijorinance isfor “Lawrence Welk Show” rerun to her husband. Rich has recently had complement their care. quintuple bypass surgery and is points out that music experiencing serious postoperative Dr. Widell often allows family members to feel complications. For three days and like they are playing an active role three nights, Man A1?nplays her their loved one’s care. in Rich’s harp, stopping only to apply afresh in case, as soon as Dr. Widell heard cold compress to Rich forehead that Rich enjoyed harp music and and speak to him softly that MaryAnn played the harp, he “Look at this, “says Jeffrey Wide/I, asked her to play right away. The MD., Rich spu/monologist, short/v effect was almost immediate, and he after Man’Ann started playing was able to reduce Rich’s sedation. her harp for Rich. “His numbers a professional harp player, are improving already!” Relieved, As MaryAnn has also experienced the MamyAnnsinks into a chair beside healing and comforting power of Rich and holds his hand. In afew music. “I have noticed a change minutes she will begin playing again in the atmosphere of an entire in hopes that Rich will continue to restaurant when t play my music,” improve. she remarks. “I have even had the As holistic approaches to healing serving staff tell me that they feel become more common, the unustial much less stressed at work when I prescription of using music to am playing.” help critical patients is gaining MaiyAnn has also played at several popularity. But for Dr. Widell, and recalls occasions when infusing music into his treatment funerals, family members have told her how plans is nothing new. “I had heard her music helped them get through of Planetree, but I have been doing a difficult event. “Playing my harp this for years,” he says. “I try to find comforts me,” MaryAnn out what sort of music the patient even

54 1

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Our

Aurora This Ten Components of Aurora’s Patient-Centered Care as defined by Planetree, Inc.

• Human Interaction

• Architecture and Interior Design Conducive to Health and Healing

• The Importance of the Nutritional and Nurturing Aspects of Food • Empowering Patients through Information and Education

• The Importance of Family, Friends and Social Support

• Spirituality: The Importance of Inner Resources • The Importance of Human Touch

• Healing Arts: Nutrition for the Soul

• Complementary Therapies

• Healthy Communities Some nomes in this book hove been chonged to protect potient confidentiolity.

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