Volunteers do 'awesome job' in helping Emergency Department patients, staff at Baptist Hospital East
“God, grant me the serenity to accept the things I cannot change, the courage to change the things I can, and the wisdom to know the difference.” -- Serenity Prayer, posted by the Emergency Department reception desk
In an atmosphere that can change from mild to wild in the blink of an eye, serenity is cherished. Volunteer JoAnn Uhler’s day went from quiet to chaos with one swoosh.
The automatic doors to the Baptist Hospital East Emergency Department (ED) slid open, and in walked a distraught daughter, begging for help to get her injured mother out of the car.
In the space of five minutes, Uhler sought qualified assistance to bring the woman into the hospital, helped sign in a man with suspected cracked ribs, answered the telephone twice, took a report of a trashed bathroom (and posted an “out of order” sign), explained that all ED beds were full and they’d be called as soon as possible, plus attempted to learn the new computer password system.
Through it all, she remained polite and understanding, drawing on her skills as the former Scoop the Ice Cream Clown. “I have a tremendous respect for this staff,” she said. “I like to make a difference and help. That’s why I picked this.”
Uhler is one of 16 ED volunteers who work shifts, ranging from 9 a.m.-1 p.m. to 8-11 p.m. Some volunteers are retired – others are students, stay-at-home moms and even full-time employees at local businesses.
Their purpose in the ED is to help communicate to patients about why they’re waiting for treatment, to let folks bend their ears, and to provide comfort, such as warm blankets.
While there have been ED volunteers for several years, the number was beefed up in March 2005 to keep pace with the department’s boom in patients. February, March, April, May and June of this year all set new records for ED volume.
“They are so pleasant, so upbeat,” said ED Nurse Manager Mary Lang of the volunteers. “They really respond to people. They have diffused so many situations. People seem calmer when they’re here. They do an awesome job.”
The volunteers are real lifesavers. Not long after she began volunteering, Uhler noticed a man in the waiting area who was slumped over and short of breath. She got Lang’s attention, requesting help.
Within 16 minutes, the man was in the Cath Lab receiving primary angioplasty for his heart attack. “She literally saved his life,” said the nurse manager.
Retired factory supervisor Arnie Lipsky volunteers on Monday mornings – a typically busy time with patients who can’t get into their physician’s office for care.
“I like to keep busy,” Lipsky says, even straightening the pencil and papers on the desk he wasn’t directing an agitated woman to the Security Desk, whisking a suspected heart attack patient to triage or calling back the next patient. When patients have to wait for care, they get frustrated.
“I realize that if people are frustrated, it’s because they don’t feel good,” Lipsky said. “I know nobody really wants to be here as a patient.”
A five-year ED veteran, Lipsky served on the team that decided to recruit more volunteers to help patients.
“This has been a great addition to our ED and the team did a wonderful job in making it happen,” said Nursing Director Cheryl Stout.
Sweet-faced stay-at-home mom Liz Walton volunteers on Friday afternoons, taking a break from 17-month-old son Satchel.
Walton is considering nursing as a career; volunteering gives her a sneak preview. The variety of the ED is much more appealing that her former office job.
“It’s something different,” she said. “Every person is a different story.” When patients are upset, Walton asks how she can help, getting a blanket “or just talking, letting them vent a little bit. I explain that there may be just four people out here (in the waiting room), but in the back, they’re busy. With most people, explaining helps.”
College student Gina Hueston decided to volunteer on two nights that she’d normally go to class. Hueston also is considering a nursing career.
The day Hueston came to observe Volunteer JoAnn Uhler at work, all three sections of the ED were full, people were lining up to sign in and a woman in the waiting area was loudly complaining.
Hueston surveyed the drama and said it didn’t bother her. “I have teen-agers,” she said with a laugh.