Max recov-

May 25, 2012October 9, 2015

Compassionate, personalized careEveryone’s a team member

What if you overhear two Borgess associatesspeaking about the details of a patient’scare on a crowded hospital elevator?

What if you hear that the diagnosis is cancer.

What if you know the patient?

What should you do if you are a Borgess MedicalCenter volunteer?

How to deal with this scenario and others were discussed at a meeting for Borgess volunteers oncompassionate, personalized care, led by clinicalnurse educators, Rosali nd Lee-El, RN, and SusanKay Ryan, RN.

“With 265 volunteers contributing to patient carethroughout Borgess, we wanted to make sure we weresynchronized with the total compassionate, personal-ized care team of nurses, patient care associates, andothers who have completed similar classes,” said JulieLuginbill, Manager, Borgess Volunteer Services.

Rosalind Lee-El agrees that everyone is part of theBorgess Health compassionate, personalized care team.

Team membership includes responsibilities“Patients often tell us that volunteers are the first people theyinteract with upon entering Borgess,” Lee-El said. “Volunteersprovide initial direction and may accompany patients in their firsttreatment site destination. Many times volunteers are our ‘firstimpression ambassadors with patients and family members.”

“Our class emphasized that we are teammates with Borgess Healthassociates and with that membership comes responsibilities,” saidJulie Clancy, RN, nurse and volunteer, Borgess Medical Center.

“We shared different ways to politely but firmly deal withsituations like discussions involving patient privateinformation,” Clancy said.

“We were also reminded of the appropriate

Continued on page 2Julie Clancy, RNNurse and volunteerBorgess Medical Center

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ways to help patients who are in need ofassistance,” Clancy said. “For instance, if we see a patient’s call light responsesystem isn’t working fast enough, weshould bring the situation to the attentionof professionals at the unit’s desk.

“If there is unnecesarily loud noise in apatient quiet zone, we were reminded thatwe are empowered to request that the

sound be reduced,” Clancy said. “We alsotalked about ways to intervene in a non-confrontational manner.”

“For the Compassionate, PersonalizedCare Team to meet the expectations ofour patients, everyone on our team needsto recognize the obligation to contribute,”Ryan said.

“In addition to covering basic elements of compassionate, personalized care and

reacting to various scenarios,” Ryan con-tinued, “the classes included an overviewof Hospital Consumer Assessment ofHealthcare Providers and Systems(HCAHPS) and the sharing of theRESPECT Model.”

Compassionate, personalized carepresentations are also available for allBorgess associates and volunteers.For more information, call 226.6907.

Rosalind lee-El, RN, Clinical Nurse Educator, presents to a class of Borgess volunteers on compassionate, personalized care.

(Adapted and provided to Borgess Volunteers at classes on compassionate,personalized care.)

R RElEAsE any thoughts, stress, and feelings from your mind that will distract you from focusing attention on thepatient and this moment of caring.

E Explain your name, title, and role to your patient, family, and visitors. Put your name and number on white board.

s shake the hand of the patient, family and visitors or use other appropriate touch, again when appropriate.

P PERsONAliZE the conversation by using the patient’s preferred name. use the entitled names when preferred name is unknown.

E ENGAGE patient and family in at least a five-minute discussion at the bedside.

C CARE. Explain what you will be doing and why, prior to the service being provided.

T TAKE TiME before leaving the bedside each time to ask: “is there anything else i can do for you? i have the time.”

Take a deep breath. Count to 10. Think about THis patient only.Concentrate on this specific caring moment and REsPECT step. Knock before entering room.

Remind patients of your name often. Your name and phone number onboard conveys that you are available and approachable; it builds trust.

A handshake is a sign of courtesy conveying respect. sitting gives thepatient a perception of a long and higher-quality interaction.

using “Mr., Mrs., sir, Ms., and Ma’am” conveys respect and politeness. Ask if they have a name preference.

Actively listen to the patient’s story. Empathize and validate their emotions.Ask some non-healthcare questions. Be enthusiastic about their life. Ad-mire them. Be glad to see them. smile, and give compliments and thanks.

Respect the patient’s privacy and dignity. Ask yourself “Have i providedexcellent customer service?” use plain English, and explain what you aredoing and why.

Make a personal connection with each visit with the patient. Tone and bodylanguage must match.

Continued from page 1

R E s P E C T ModelV O l u N T E E R A C T i O N s

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Weight loss challenge: Give it yourall this fallAn eight-week (October 13–December8) weight-loss challenge–Give it yourall this fall–will be available at theBorgess Health & Fitness Center. Thetimes of individual sessions will beflexible and tailored to the schedulesof participants.

Everyone who engages in this chal-lenge will meet with a personal trainer,and receive a complimentary InBodycomposition analysis and nutritionalguidance. They will also enjoy groupexercise sessions that can energize atired workout plan and forge lastingfriendships. The Challenge is an op-portunity to get ahead of possible holi-day weight gain or bolster an existingweight-loss plan. The cost is $45 forBHFC members and $55 for nonmem-bers. For more information, call552.2348 or visit fitness.borgess.com.

Borgess Health Associate

service Recognition Banquet“A blast from the past that acknowledged associates for their years

of service–with a Halloween theme” may best describe the 2015Borgess Health Associate service Recognition Banquet held Friday,October 2, at the Kalamazoo Radisson. More than 500 associates

were recognized for 7,445 years of combined service throughout theBorgess Health Ministry.

“Good company, food, music, silliness, and our common mission ofhelping others, made the evening great!” said Jennifer Barlow,

Manager, Borgess Medical Center library and 20-year associate.

Kathy A. Young, Ms, President and CEO, BorgessHealth, honors 45 year recipients (left to right):Dave Carr, Vickie Carr and Debra Taggett. (Notshown, Darlene smith.)

Borgess-Pipp Hospital associates (left to right): Ann Musser, Mike lipp, Judyspiekermann, Deb smith, laurel Hopper, Carolyn Norman-Kiser, and stephen Patchett.

Dancing featured just about everyone.

lois VanDonselaar, MsN, RN, to retire after42 years in the nursing professionLois VanDonselaar, MSN, RN, VP/CNO, has an-nounced her plans to retire on January 2, 2016 afterserving more than 42 years in the nursing profession.

After beginning her career in the Borgess CardiacSurgical Unit in 1975, Lois held several leadershiproles, including Director of Critical Care andsubsequently Vice President for Cardiac andPulmonary Services.

Lois has been Vice President/Chief Nursing Officer,Borgess Medical Center, for the past nine years. Shehas led several key initiatives that have enhanced pro-fessional nursing practice and patient care delivery toinclude the physiological monitor and nurse call re-placements. Lois was instrumental in the establish-ment of the Friends of Borgess Nursing program thatrecognizes nursing excellence and encourages spe-cialty certification. In addition, Lois has worked withnursing staff and MNA leadership to develop and im-plement a Clinical Advancement Program that recognizes nursing achievement in edu-cation, certification and contribution to nursing excellence.

Retirement plans include spending more time with her husband, Dick, at their CrystalLake cottage. Lois also plans to serve as a volunteer for community organizations.

lois VanDonselaar, MsN, RNVice President, Chief Nursing OfficerBorgess Medical Center

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5 YearsBrittany AltJudith DrenthGabriela GodinezKatherine HigashiJami JaudonKeith KuszKimberly MeltonMelissa MolchanBarbara OwenRebecca PotterCharlene WingleRosemary BrooksHolly DoubleJanie EdwardsKatherine FurmanJennifer HelmholdtSarah LenartowiczElise LindbergWendy OwenTracy ReeseKareem SalahuddinVenissa ThrallSandra VanDerKleyKatherine WendlingDonna AdamskiSara AgnelloMerlana AkansJoanna AlexanderJose Alfonso GuerreroDeborah Annen-CarusoVinutha AtmakurVishwaroop BantuLetizia BarnesShelly BartzenNicholas BedecsApril BeerySarah BellKatie BivensCharles BlackMegan BramanLisa BridgemanBrittany BrooksClyde BrownMichelle BurgdorfJoseph CapratheJames CarrJodi Centilla TrimbleMeghan ChildsJohn ClarkJimmy CloptonJennifer CollardEric ComerJessica CooleyRosemary CotterCourtney CousinsAnn CrabbJoseph CulverLauren DanielsJessica DanielsonRashell DavisShelly DavisWendy DawsonAmanda DeckerAmanda DeVriesThomas DimickJulie DolanDrew DosterKaren DyszkiewiczSuzanne Fabeck

Tammy FennCynthia FeuchtLinda FilcekJacalynn FlackMatthew FloraNancy FowleMichelle FrederickJulie FullerKatrina GarciaSahra GascaKelly GearhartDavid GensonTammy GreeneLori HaanTyler HaaseCynthia HanSheila HibbsJennifer HillRobin HuffKelly HughesElizabeth JohnsonJillian KadauEmily KaneSherry KeithSherry KerneyTheresa Kincaid-FulkersonKathryn KitaCristal KleinJennifer KnaussTammy KokxRandy KonecnyChristina KopanskiAdam KruseTerry LenfieldLynne LentzAmy LibeyCinthya LopezJennifer LovelyNancy MahaneyRobin MarquezDavid MartinRebecca MaynardTina McCantsHolly McDonaldCatherine McIlvainSara McIntyreCharity McNeesAlicia MejeurMaria MentorJulie MillerMegan MishlerAmanda MoberleyNiaz MohammadAlyssa MontgomeryRheeta MutemaJennifer MyersKeri NewtonKathy NuyenKattrina PaulStephen PeckMeredith PerezClementine PraiseLori RepotskiAmanda RichhartMichael RiglingBrandi RobertsPatricia RodriguezDonne RohrAimee RubyAdam Ruckert

Beth SackettRichard SchauSara SchellEric SchiedelKathleen SebastianTresa SeiglerNicole SerafanoGina ShillingerMichelle SmithRonnetta SonnevilSusan SteeleJohn SzakalHelen TichelaarStephanie TreadwellTia Tucker-PhelpsAmy UekertMary VajgrtCassandra VanNortwickMelissa VanPattenElizabeth WagnerErin WalkerHeather WalkerPamela WalkerDesmond WebbSusanna WestcombCharles WolfeLinda WoodTeresa YoungLeyna Zlotorzynski10 YearsCelia BarrigaKimberly BergrenCasondra CliftonJudith DoolittleVanessa EiklenborgSuzette GlasDawn HagenbuchAnne HartsigBeth HooverSomporn JamesJames LinsteadElizabeth LipscombCynthia MeredithShanda MiddletonLynn MorrisonAndrew MortonNicole ParsonsDeborah SorgenConstance StephensonLauraetta SwabyShannon WalantynAmber BlyApril BryantKerry CardinalRonald DayotStephanie FosterVictor GreenBranko GrinfeldSherri KhillahMelissa LomasDalia MataShelley MunsonNancy ReileJanis RichardsSabrina SmallcombeKathleen WestraYohannes AbebeLisa AdamsJosephine AldermanBradley Allen

Aaron AulgurCharlene BabbDeborah BarkimerJenny BellLeslie BiermanRyan BoehmeJessi BogrenSusan BrainerdKay BrownAshley BrowneLeandra BurkeAnne ButteryRobert BynumKim CarterElizabeth CaswellSonia ClementeKimberly ConradVickie CoyChristanya CrookstonLindsey DammRoberta DavisMichael DieboldRachael DonnellyElisabeth DoorlagMark DuncanJennifer EllisLisa FalesRichard FelbingerWendy FleuryDavid FloraKasey FortonSonya FranklinAmy Fry-ArnieDiane GallupDawn GarceauDavid GetsingerDiane GiffordJoe GreerMichael GriffioenJennifer GuerreroRosel HallEmily HannaJoseph HargrovesJessica HarperDana HarringMatthew HarryDana HatfieldJennifer HensleyKimberly HiattSharalee HillAlison HollowayJon HybelsStephen JeffersonAparna KanaparthiJennifer KibbyLinda KlomparensJennifer KloostermanCyndi Kochevar-BoumaJeffery KroehlerNaQuita LaBarreJennifer LaBaumbardPaul LangeStacy LaskeKimberly LevanduskiJanene LoberChikwekwe LupiyaNicole MarloweBarbara MartinAnne MillerJeffrey Miller

Brett MortThomas MushettJoe NealSusan NelsonEric NiedzwieckiKathie NitzBonnie NyeMaria PanggatSarah ParkerHeather PeruskiLisa PetersonLiane QuinnMatthew RackleyKimm RayMary ReachChristina ReverskiTonette RichieTonya RogersKimberlee RolonDiane RoosenbergChristina SaucedoSamuel SchlatterJennifer SchoonbeckJennifer ShoupLaurie SimmonsJeffrey SimpsonJennifer SmithMilton Smith JrMartha SmokerAndrea TarverPrabhash TatineniPamela TimmBrian UnderwoodTammy VandersteltKaleena VanLooAngela VanPoppelWendi WahlJennifer WallaceChinetha WaltonMichael WarlickMichelle WirebaughCourtney WrennCynthia WycoffRebecca YeskeAndrew Zolp15 YearsSusan AnsariKassie BovenKristen KlingerShelly MillardTeryl MillerAaron MosebachStephen PatchettSharon RitchieTammy StewartCheryl TenenbaumPamela WelchCherrie BurchKathleen DalmanRobert DraftaDenise DrummShelley DryerAmelia HansenJoel PenningtonJennifer SpenglerKathleen AdamsMichele AddisonChristina AndersonSusan BeardRobert Blackburn

Rebecca BladesShalea Braxton-FieldsStuart BuckWendy BucknellShelly CichyCelestino ClaveriaMelinda CloptonSusan CummingsHycintha D’CruzHeather DeAndaMican DeBoerSara DoerschlerTerri EvansEarline FieldsDebra FisherNicole FrankRobert GallupDonna GerkinCrystal GilleyLisabet GirrDorothy GivhanBedi GrayKhristel HildebrandDenise HotchkissNancy HunekeMaria JabasaJill JaegerKimberly KendallElaine KiddJulie LangstromAngela LeeMarcy LeverseeDeborah McinnisLisa MedlandKimberly MeyersMark MihelichNichole MillerTimothy ObrigNicoara OprescuDominique RangerDelora ReillyHeather RitchieBarbara RogersThomas SayeChristopher SherlockCarolyn SietingKevin SmithKathryn SparksFrederic SuchSherri TaylorCurtis ThompsonRebecca TimpeSheila Ward20 YearsJennifer BarlowJoanne BrownLaurel HopperDiane HuntBeth KrygierJanice AdriansonLori BastianPhyllis HowardKathryn LangsDeborah NeumanPamela PerkinsMaria AlkireCarole ApothekerLori BeyerJulianne BoothbyTed Cryderman

Francis GrubelichPatti HaaksmaVicki HansenTamara HauseKenneth HeerdtDoreen HiltonCheryl KempKaren MisnerJames MontgomeryCynthia NagelTheresa NewberryMelody PattersonDonna ProshwitzBarbara RazenbergChristine RinehartKathleen Winters25 YearsCindy ForsheeNancy KurzavaDeborah LoomisAngela WolterinkAndrew SarquizSteven AckermanBarbara CartwrightVicki DamonBarbara DanielChristianna DavisonPhylease DobbinsGregory GilmoreAmy HarperMark HendricksonChar KaarsMarilyn LawrenceJenni LivingstonDeborah MayerShannon MenzTeresa MillerGreg OttoKhim PeoplesJanet RaklovitsJoan SutherlandSherry WenzelMary WilliamsCandy Zierle30 YearsTerry AdlamChristine DonelsonAmy Flora-SmithJoni KesterDiane MarcialDana NicholsonDebbie PersellJulie WestbrookDarla AshcraftRose BloomerPatricia BrogowiczClara PavlakLisa PetersCynthia RopArmetta WadeMichelle AndrewsPamela Beadles-HillardGina BurnettKaren CurtisMegan DeibelMarilyn FallonBrenda GarnettDebra GriffithJudith HaaseDaniel Houser

Donna LangfordNancy MerrimanDonna MullenJoan OconnorVickee PaulDorothy RobinsDeborah RyderJohn SellPaul ShannonLauri StuckPeggy Williams35 YearsMichael BrinnemanNancy CookKathleen FarrellDenise HopkinsEugenia Jackson-KlingDorothy LawrenceKim LukeTerri PaddockMarilyn RoffeEric BuzzellSharon CurranLouise HiltonSallie StrippEstrella AdvinculaFelecia BlanksCynthia BradfordJulie ClancyScott ConnorJoann CraigFrances DameBonnie DavenportBeth DrewSteven GoebelSharon HagenbuchMichael KalhornPatricia Kaukola-WeberRonnie McfetersSusan MurphySharon SmithPenny StarrTerry StegerSusan WaltersDonna WeinbergDella WoodenKimberly Yost40 YearsMarilyn BarnumElyse KapsSondra KiddKimberly NuyenVicki NuyenBeverly BrownCarol IngebritsonElizabeth JoslinIrene SkylisDebra WoltersomMargaret WoolletLinda EngleWendy EvansKathleen FraazaMargie Leffler45 YearsDavid CarrVicki CarrDebra TaggettDarlene Smith

2015 BORGESS SERVICE RECOGNITION ASSOCIATES

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Joe Piscatella, an expert on lifestylehabits and cardiovascular health, willgive presentations to heart care profes-sionals, and then to the general publicas part of the Borgess Failure Confer-ence-Crossroads in Heart Failure,November 9, at the Lawrence EducationCenter auditorium.

Crossroads in Heart Failure ConferenceFor health care providers8 a.m. to 4:30 p.m.November 9lawrence Education Center auditorium

The heart failure conference for healthcare providers will take place 8 a.m. to4:30 p.m., November 9 at the LawrenceEducation Center auditorium. Piscatellawill join eight additional Borgess and re-

gional speakers in covering all aspects ofheart failure. His presentation to profes-sionals is entitled Healthy Living andLifestyle Choices in Heart Failure.

To register or obtain more information onthe Borgess Heart Failure Conference,call (269) 226.8135 or (800) 828.8135.

Eating Healthy in a DoubleBurger.com World Free presentation to general public6:30 p.m. to 8 p.m.November 9lawrence Education Center auditorium

Eating Healthy in a Doubleburger.comWorld is the title of Picatella’s free pres-entation to the general public. The authorof 13 books and frequent TV news guestwill share his inspiring story of heart-

healthy living, and provide tips on how tosort out a balanced diet in a world of con-flicting claims.

For information on Piscatella’s free pub-lic presentation, call (269) 226.4878.

Author Joe Piscatella highlights Borgess Healthy living seminarEvent is part of ‘Crossroads in Heart Failure’ Conference

About Joe PiscatellaJoe Piscatella is theauthor of 13 best-sell-ing books, host ofthree PBS televisionspecials, a "guest ex-pert" on WebMD anda member of the NIHExpert Panel on Cardiac Rehabilita-tion. He designs and facilitates com-munity wellness programs.

Joe Piscatella

Touchdown for Diabetes was again a big success for area underin-sured diabetics. The annual fundraiser, sponsored by Cole Com-munity Solutions, Inc., concluded September 24 when ColeAutomotive transformed its dealership on Westnedge Street into ahuge tailgate party that allowed guests to socialize, eat, browsesilent auction items and enjoy entertainment–all in support of areadiabetes patient care.

Major source of funding for the underinsured“We want to again sincerely thank Cole Community Solutions,Inc., for their generosity,” said Tony McDonnell, Chief Develop-ment Officer, Borgess Health. “Since their inaugural Touchdownfor Diabetes event in 2009, they have raised $400,000 for diabetescare at Borgess.

“They are a major source of funding for the underinsured at theBorgess Diabetes & Endocrine Center,” McDonnell said.

Thank you once again, TOuCHDOWN FOR DiABETEsThank you, Tom ColeTom Cole, chairperson of theCole Auto Group andfounder of the annual Touch-down for Diabetesfundraiser, died September13 at the age of 73.

“Tom was a giant commu-nity leader who helped manyarea services and individu-als, including Borgess,” saidMcDonnell said. “He was anenergetic, generous man whowe deeply appreciated andwe will miss.” Tom Cole

Borgess Health transitions to new iCD-10 systemAfter many months of preparation,Borgess Health met the October 1 deadlinefor transitioning into the new ICD-10 sys-tem. (ICD-10 is the International Classifi-cation of Diseases-10th Version-ClinicalModification. It is designed for classifyingand reporting diseases in all health caresettings. It replaces ICD-9 that was imple-mented 45 years ago.)

“We want to thank everyone for their

countless hours of testing, design and im-plementation in making this importantchange,” said Ron Skinner, System HIMDirector. “It was an important effort thatensures systems are updated correctly.

“Since Borgess Health is a HIPAA-Cov-ered entity, we were required to convert toICD-10,” Skinner said. “Clinicians, codersand staff across Borgess Health will beimpacted by the change that provides for

more than 68,000 unique medical diag-noses, compared to only 14,000 codesavailable in the ICD-9 system.”

“Because there are many more choices toselect under the ICD-10 code set,” saidJohn McElwee, Chief Financial Officer,Borgess Medical Group, “associates nowplay an even more vital role in assistingour providers in capturing all relevantfacts related to a patient’s care.”

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Borgess associates walked and shared expertise at AHA Heart WalkBorgess associates walked to promote physical activity and help raise funds at the American Heart Association’s premier communityevent-the 2015 southwest Michigan Heart Walk, held september 26 at the Arcadia Creek Festival site, Kalamazoo. Associates likeAmanda Militzer, EMT, life support instructor, Borgess Health, (above) also shared CPR expertise with participants of the special event.

Did you saychocolate?!Yes, dark chocolate, white choco-late, chocolate crunch and more willbe available 10 a.m. to 6 p.m.,October 15, and 7 a.m. to 3 p.m.,October 16, in the Borgess MedicalCenter cafeteria.

Borgess VolunteerServices will host“Suzie’s Goodies,” aspecial event that fea-tures many delec-tables–Dave’s CoffeeCakes, South Bend GourmetChocolates, Jose Madrid’s award-winning salsa’s and more.

Proceeds will support the purchaseof new mammography equipment.For additional information,call 226.4882.

ice cream, too?!As part of the current United Wayfundraising campaign, ice creamwill be served 1 p.m. to 2 p.m., Friday, Octo-ber 16, near theBorgess MedicalCenter cafeteria exit.Servers will includeBorgess United Way co-chairs Robert Hill, MD, ChiefMedical Officer, Borgess Health,and Barbara Mulder, MS, RN,CPHQ, Director, 3 North/CCC.The cost is $5 for threescoops of ice cream andunlimited toppings.

Borgess Professional NurseCouncil delivers donatedsupplies to area studentsThe Borgess Professional Nurse Council re-cently sorted and delivered donated schoolsupplies collected from Borgess MedicalCenter associates to help 3,300 students often area elementary schools. This is an ef-fort they have continued for the past decade.

“Keeping kids in school is the focus of oureffort,” said Nancy Mora, RN, Chair, Pro-fessional Nurse Council. “In addition toschool supplies, we provide underwear andother essentials for emergency-type use atthe schools. The availability of basic cloth-ing can reduce the need for young studentsto return home unnecessarily, resulting in amissed day of learning.”

School officials expressed their sincere ap-preciation for the continued support. Nancy Mora, RN

You can help others in Michigan Harvest GatheringDepartments throughout Borgess Health are encouraged to collect nonperishable food items andmonetary donations for the Michigan Harvest Gathering campaign-October 11 through 24. Prizeswill be awarded to teams that collect the most. Monetary donationswill count as $2 equaling one food item. Teams will be grouped ac-cording to size and prizes will go to the highest teams each week ofthe food drive. Team leaders will be contacted for weekly results.

Appropriate food donations include: oatmeal (and other hot cereals),whole grain pastas, brown rice, canned meat (e.g., chicken or tuna),peanut butter, high-protein soups and stews, canned fruits, vegeta-bles and 100-percent fruit juices, low-fat and no or low-salt foods.

For further information, contact your team leader orsr. sue McCrery, (269) 226.7061 or sue.mccrery@borgess.com.

A $10 donation can buy $100worth of food through theMichigan Food Bank.

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