Our Story.............................................. 2 A Letter from Joel Allison...................... 3 A Keen Eye and Gentle Touch................ 4 In Desperate Times............................... 5 My Story: Maureen Aschman............. 6 In Times of Joy and Sorrow................... 8 Self-Starter Gives Patients a Safe Start...... 9 Success at First Bite............................ 10 Feeling at Home ................................. 11 My Story: Patsy Tate......................... 13 Hard Times Turned Hopeful................. 14 Making a Cultural Connection.............. 15 Angels at the Gate.............................. 16 In a Rush............................................ 17 My Story: Alan Mintz......................... 18 To New Heights.................................. 20 A Golden Voice................................... 21
1
Since 1903, in North Texas, the spirit of servanthood and a group of amazing people with servant’s hearts have always been found at one place: Baylor Health Care System. Our employees, medical staff and volunteers are dedicated and passionate about serving
2
others because at Baylor, we believe that is our highest calling.
Baylor Scott & White Health is built on a foundation of servanthood,
In Central Texas, a kindred spirit has existed at Scott & White
a Christian ministry of healing and a history of compassion
Healthcare since 1904, when Arthur C. Scott, Sr., MD, and
for those in need. Together, we can improve health care,
Raleigh White, Jr., MD opened Temple Sanitarium, which
validating the trust that our communities have placed in us
would later be renamed Scott & White Memorial Hospital.
and becoming a national role model for others to follow.
Though the merger between Baylor Health Care System and
This book of stories is dedicated to all those who serve at a
Scott & White Healthcare is still new, our past, in many respects,
Baylor Scott & White Health facility – employees, medical staff
is the same. That’s because a shared commitment to
and volunteers – who help to keep the patient at the center of
servanthood has existed since our very beginnings. Throughout
everything we do.
many wars, recessions, a Depression, and countless other challenges our country has faced over the past century, our doors have remained open to serve those in need. For more than a century, families and communities have placed a sacred trust in our institutions. They have turned to us at times when their situation may have seemed hopeless. We gave them hope.
A L e tte r f r om J oe l Alli son The future of health care and of servanthood is finally here. Baylor Scott & White Health is now the largest not-for-profit health care system in Texas, and one of the largest in the United States. With that mantle comes not only a greater opportunity to serve others, but an even greater responsibility to do so. After 20 years at Baylor and several years getting to know the Scott & White staff as we deliberated the decision to merge, I know our team will surpass expectations. Our industry is going through a turbulent and uncertain time. We will face many challenges, but also many opportunities. We will meet these challenges and become a model for the rest of the nation. I believe that because of the quality of the individuals who serve our patients every single day with safe, quality, compassionate care. Two years ago, we began a tradition of recording some of the personal stories of Baylor staff members who have shown their compassion and love for others, both inside and outside the hospital, in an annual publication. Baylor Scott & White Stories is a snapshot of the strength and spirit of servanthood that defines the Baylor Scott & White Health family. These compelling stories of kindness and sacrifice illustrate the vision of our new organization. They show the character of the people whom patients and families will find when they turn to us for care. As you read these special stories, it is our hope you agree that indeed the future of health care in Texas is in good hands. God Bless, Joel Allison Chief Executive Officer, Baylor Scott & White Health
3
A Keen Eye and Gentle Touch Empathy for patients can’t be taught in nursing school. It’s simply inherent in Baylor nurses like Jenny, who works in a post partum unit. Jenny is often seen celebrating with new parents and families during joyous occasions, and consoling and guiding them during difficult situations, as in the case of one new mom and her baby girl.
4
Jenny saw signs that the newborn was in distress, then she detected a heart murmur in the baby. Jenny worked with her team to administer treatment, which eventually led to the baby’s transfer to the facility’s neonatal intensive care unit (NICU), and later, a pediatric hospital. Her quick action helped the child receive the care she needed to avoid a potentially tragic outcome. Yet Jenny’s work and care did not stop there. Late that night, she sat with the mother in her room as she cried about her baby’s condition, and then put her in a wheelchair to take her to the NICU nursery so she could spend time with her child before transfer. The woman would have been alone, if not for the loving support of Jenny. For this patient and others like her, the most difficult part of Jenny’s job was perhaps the most important.
In Desperate Times The world watched in horror as the fertilizer plant explosion in West, Texas, claimed hundreds of victims: lives, health, homes – all stolen in an instant. Hearts from around the globe went out to the victims. Some even opened up their wallets to help relief efforts. Baylor chaplains Jerry, Paul C., Greg and Paul S., on the other hand, cleared their schedules. The weekend following the explosion, the chaplains paired up and made the drive in two different shifts to West to offer comfort to survivors and aid workers. Most people heard sound bites on the news. These chaplains were there to lend a compassionate ear, taking in the full stories of families affected by the tragedy. “When people are willing to open up their hearts to you and tell you about their most trying times, it’s a special privilege,” says Jerry. “It allowed us to minister to them in a special way.” However, working in a health care environment, they were able to offer more than soothing words. Jerry recalls one man whose wife was suffering from post-traumatic stress disorder. Through chaplaincy and critical care training at Baylor and other organizations, he was able to give the man advice on how to best support his wife, as well as some steps she could take to deal with her pain.
5
My Story Maureen Aschman, RN, (pictured right) is a certified patient navigator, who coordinates care for patients going through treatment for breast cancer – from diagnosis through survivorship.
After 30 years as a bedside nurse – mostly in an ambulatory care setting – I found my dream job as a Baylor breast cancer nurse navigator!
6
I have long had a special fondness for women going through breast cancer. A few years ago, two acquaintances of mine were diagnosed while in their 40s. At the time, I had no idea the disease was so prevalent, and that it affects women of all ages, often with no family history or genetic predisposition. I knew I wanted to guide these women through their cancer journey, and the role of nurse navigator was the perfect fit for me. As navigator, I am able to help patients when they hear the news that rocks their world. There is so much uncertainty after a diagnosis, and so many questions. I am not a cancer survivor, but my hope is that if I am ever faced with breast cancer, I’ll be as determined and empowered as the amazing women I encounter every day. A patient once told me that I’m like the director on a cruise ship, directing people from one activity to another, and making sure they don’t get lost
along the way. But I like to think of myself as their cheerleader, helping them fight the fight and look toward the victory at the end of treatment. I am with them through diagnosis and oncology consultations, surgery, chemo and radiation therapy. I’m not always needed once treatment ends, but I take that as a good sign...that a person is ready to move on and get back to some semblance of normalcy. I’ll always love seeing the women who come to our support groups. They think I’m helping them, but the way these ladies support and nurture one another is what creates the real healing environment. People sometimes ask how I stay cheerful and avoid compassion fatigue, but I love my job, my patients and co-workers. In fact, in my spare time, I’m walking to find a cure. I’m training for my second Susan G. Komen 3-Day Walk. Along with my team, I hope to raise thousands more dollars for breast cancer research and treatment. And afterwards? I’ll temporarily hang up my sneakers, get a massage and relax until my next shift! Maureen Aschman, RN
7
In Times of Joy and Sorrow A first-time mom was going into labor two weeks early when she arrived at a Baylor labor and delivery unit. In a strange twist of fate, as this mother-to-be was about to bring new life into the world, across the hospital, her own mother lay in the intensive care unit in the waning hours of her life after a long battle with illness.
8
Shandy, a Baylor labor and delivery nurse who had been helping the nervous new mom, took it upon herself to help the patient deliver as quickly as possible and make the necessary arrangements so she could see her mother before she passed. After a healthy girl was born, Shandy gently placed the infant in her father’s arms and wheeled the patient to the ICU, where she was able to tell her dying mother that she had a beautiful granddaughter and that everything had gone well. She also had a final chance to tell her mother that she loved her. Mere hours later, the woman passed. Despite the emotional time, the new mom wrote to the hospital: “Shandy went above and beyond to give me the opportunity to see my mom one last time before she passed away. This would not have been possible if it weren’t for your amazing staff and our amazing nurse, Shandy.”
Self-Starter Gives Patients a Safe Start Sometimes red tape and roadblocks can stand in the way of a patient getting the care they need – not just care covered by health insurance. A cardiac patient at one of Baylor’s specialty heart hospitals ran into this wall when her insurance company would not cover cardiac rehabilitation due to her diagnosis. This decision was made despite her care team’s recommendation and her own desire to participate. For the patient, who was a half-marathoner, this denial was a tremendous frustration. For Jennifer, an exercise physiologist at Baylor, it was an opportunity to innovate. Jennifer went to her supervisor to find a way to make sure the patient received the cardiac rehabilitation she needed to get back to distance running. Together with the cardiac rehab team, they came up with a customized cardiac rehab plan. The program not only earned the gratitude of this patient, but many others since. It became the basis for the Safe Start Exercise Program. Safe Start allows patients to receive the benefits of a cardiac rehabilitation program in a shortened, self-pay format. Thanks to Jennifer’s determination, patients treated for congestive heart failure, arrhythmia, or who have had a pacemaker or defibrillator implanted – and others who could benefit from completing cardiac rehabilitation – now have a chance to get a safe start to living healthy again.
9
Success at First Bite Besides breathing, eating is perhaps the most natural part of human existence. But for children with feeding disorders – and their parents – eating is a source of stress, frustration and fear.
10
Carla is a talented speech therapist who works with children who have feeding disorders and are in need of intensive therapy. Baylor is home to one of only a handful of programs nationwide capable of handling complex childhood feeding disorders. Consequently, families come from long distances in desperate search of help, including one family that traveled all the way from Michigan. Their three-year-old son had never eaten a single bite of food because he would not eat food or liquids. Carla and her team worked with the family, playfully engaging the boy while using evidence-based techniques to get the boy to eat for the first time in his life. The family was astounded at his progress after years of disappointment and ineffective therapy. Thanks to Carla’s work, their son was able to do things they never thought he’d be able to do. In fact, the family was able to return home to Michigan shortly before Thanksgiving, where the child was able to have his first holiday meal. “She’s the backbone of the team,” says Carla’s manager. “She’s very compassionate and looks at the families as though they’re her own kids.”
Feeling at Home A hospital emergency room is used to helping patients with a wide range of medical needs. Sometimes, though, it is meeting much more basic needs that makes a lasting impact on both a patient and care providers. One rainy evening, a homeless man came into a Baylor ER. His feet were terribly swollen and he was in a lot of pain. He had been cutting holes in his shoes to accommodate the swelling, but when Lucy, an ER tech, went to remove them, he asked her not to because he didn’t have any other shoes and was afraid he wouldn’t be able to get them back on. Lucy promised that she would find him new shoes, took them off and washed his feet. Then she took him to the shower. The man was in the shower for nearly an hour. Afterwards, he was overjoyed, and told Lucy that he hadn’t showered in two years. In the course of caring for the man, the ER team turned to Silvia, a guest relations representative, to make good on Lucy’s promise. Silvia not only came up with work boots, but also clean socks, a shirt, a sweater, a jacket and a pair of jeans. “He was so appreciative,” says Silvia. Lucy agrees, adding that the man was grateful for more than the apparel. “He thanked me for not ignoring him.”
11
12
My Story Patsy Tate, MS, CCC-SLP, C/NDT, (pictured left) has been a pediatric speech pathologist at Our Children’s House at Baylor for nine years.
confined to a body with severe cerebral palsy. He paints with his teeth, smiles and laughs. However, he had no means of communication.
As a pediatric speech pathologist at Baylor, I am blessed with introducing children to the power of communication. In June 2013, two teams of pediatric therapists from Texas, working on behalf of the Program for Humanitarian Aid and Eastern European Missions, joined forces and traveled to Donetsk, Ukraine.
I decided I would do my best to give him a way to communicate by trying to get him an iPad. Thanks to a generous donor, Micha got one. We then used an iPad communication app, which allowed his father to record words for him in Russian. So, for example, when he touched a picture of a car, the iPad would say ‘car’ in Russian in a male voice, as if Micha were talking. In addition, he could play games on it, write e-mails, take pictures and much more, just like any other teenager.
Our mission had a dual focus: to provide support to the growing church community that supports those in need locally, and to support underserved children and their families through education, supplies and direct treatment. I was lucky enough to work with a team of talented speech language pathologists, an occupational therapist and interpreters to serve children with special needs in the Gorlavka and Kramatorsk areas of the Donetsk region. I was also fortunate enough to receive donations for this trip from Baylor Health Care System’s Faith In Action Initiatives, as well as from family, friends and other sources. This mission trip was one of the most rewarding therapy experiences of my career. Among the children I was able to help was Micha. I met Micha on last year’s trip. He is an intelligent, 15-year-old young man
The generous gifts that I received through donations are what made the trip so successful. I was able to take equipment, supplies and resources to the Ukrainian therapists that work with children with special needs. And the scholarship I received from Baylor gave me the opportunity to expand my call to service globally. Patsy Tate, MS, CCC-SLP, C/NDT
13
Hard Times Turned Hopeful After a brain aneurysm, a mother of four had to spend more than two weeks at a Dallas hospital. Her husband put his job on hold to be at her side, to care for their children – including a baby – and to go back and forth between the hospital and home. The family did not have a lot of money, and the aneurysm left the woman partially disabled. To help meet basic needs and locate the medical equipment and supplies they would need in order for the hospital to discharge the young mother home, the husband reached out to a local charity. 14
Though Baylor was not responsible for the woman’s hospital care, Amber, who works for the charity, turned to Baylor to make her home care possible. “My heart hurt for the family, but I was grateful that we could help with some of their physical needs,” says Clark with Baylor’s Faith In Action Initiatives (FIAI) program. Clark checked FIAI’s Second Life Resources Warehouse and was able to provide a wheel chair, adult and children’s diapers, nutrient drinks, baby formula, hygiene supplies and much more. The husband was overwhelmed by the level of support he received. “It rings true that the best do belong at Baylor,” says Amber, who helped arrange for the husband to pick up the supplies. “As he shook my hand and continuously thanked me, he said, ‘With God’s help, my wife will come and thank you herself one day.’”
Making a Cultural Connection When a patient who suffered a brain injury after cardiac arrest arrived at a Baylor long-term care facility, Machon, his care coordinator, didn’t know that her patient-care responsibilities would eventually reach to the far side of the world. While he was recovering, the patient’s wife was eager to return home to India. But she was frustrated by her husband’s slow recovery and the seemingly endless list of challenges required to make the 9,200-mile move. Machon was undaunted. Among her challenges: work with an international health insurance case manager, secure physician letters required to sell a vehicle and break a housing agreement, arrange communication between physicians in India and Baylor to discuss treatment, and repeatedly change travel plans as the patient’s condition fluctuated. In addition, the woman and her husband were deeply religious. At the time, Machon knew little about Hinduism, so she studied up to understand why it was important that the patient, who could face a potentially life-threatening event, return to India. “If I were in their country, I’d want the same kind of respect for my religion,” says Machon. “I believe in treating the whole patient – the psychological, social and spiritual aspects – and their family. I think that helped calm the patient and his wife.” After overcoming many hurdles, the family arrived safely in India. One of the wife’s first orders of business was to send Machon an email, thanking her for making it possible.
15
Angels at the Gate Three Baylor nurses helped save a man’s life after he went into cardiac arrest. That scenario might not seem all that remarkable – after all, it probably happens almost every day at any given Baylor hospital...except that it didn’t happen at the hospital. Christine, Myra and Cathy were on their way to Washington, D.C., for a conference. Minutes after sitting down at the airport gate, the man across from them became unresponsive. Their instincts told them he was in cardiac arrest. Without hesitation, they leapt into action.
16
They positioned him on the floor and Myra began chest compressions, while Christine and Cathy went to find an AED and notify airport staff. They were unable to locate an AED, and airport personnel were unsure of what to do. So the three continued CPR in shifts until the paramedics arrived. Fifteen minutes later, the nurses-turned-heroes boarded their flight. Before take-off, the captain announced that the paramedics were reporting that the man at the gate was going to be okay. Neither airport staff nor the paramedics took down their names, so the man and his family will likely never know the anonymous angels who helped save his life. But that doesn’t matter to these three. “Several people came up and thanked us, but I don’t think we did anything anyone with our training wouldn’t have done,” Cathy says.
In a Rush Anyone who has worked in a hospital realizes that you just never know when the rooms and corridors will fill with patients in need of care. At Baylor, “being slammed” doesn’t mean that the level of care and service suffers. In fact, Baylor employees like Lucille, a pharmacy tech, strive to give their best at all times, especially when the rush is on. It was the weekend. It was busy. And an ICU patient was in serious trouble with severe gastrointestinal and esophageal bleeding. The inpatient pharmacy did not have the medication in stock to help stop the esophageal bleed, so they began calling around to other Baylor facilities. Thankfully, Baylor Plano had the medication. However, it was going to take the courier service an hour or more to deliver. Time was not on the patient’s side, but Lucille was. Lucille was finished with her shift and prepared to go home when she received the news. Instead of rushing home to enjoy the weekend, she rushed to Baylor Plano to get the medication. Thanks to her quick work and dedication to patients – both on the clock and off – a grim situation was kept from turning even worse.
17
My Story Alan Mintz, MSN, RN, CCRN, (pictured right) has been with Baylor for four years as manager of the Cardiovascular ICU, and currently serves as the trauma nurse coordinator. He is also a commander in the Navy Reserve. As a commander in the Navy Reserve and a critical care nurse, I knew I’d
be called upon to serve in the military medical system. From December 2012 through August 2013, I was mobilized to Kandahar Airfield in Afghanistan. 18
While in Afghanistan, I served at the NATO Role 3 hospital at Kandahar Airfield, which is the equivalent of a Level 1 trauma center. I had two primary roles: first, I was in charge of the intermediate care ward, and second, I was the lead flight nurse for the six Navy flight nurses in the region. Being at Kandahar was a rollercoaster of emotions. There was always the terror of being on your way to lunch or dinner, then hearing the rocket siren go off and hoping it was a miss. It also felt strange being armed everywhere, all the time, and seeing people in the hospital walking around armed. I saw a wide variety of patients, including military, police and Afghani civilians, as well as Taliban/insurgents who were wounded. As a war
zone trauma hospital, you anticipate trauma. However, we also had a lot of additional medical and surgical patients. Injuries ranged from improvised explosive device (IED) blasts to gunshot wounds, auto accidents, burns, psychiatric trauma, and routine medical and surgical issues. Serving there was incredibly rewarding, yet terrifying at the same time. Seeing a patient come into the trauma bay after an IED with both legs mangled was horrific. But the next day, helping put that same patient on a flight to Germany and then home, while he was joking about the bionic prosthesis he would receive, takes you through the entire realm of emotions. We had a 98 percent survival rate for patients who made it to us alive. The real heartbreak came when we would get a trauma page with multiple casualties and everyone was ready and waiting for their arrival, only to be stood down as we learned that there were no survivors from the scene. Serving in Kandahar was a humbling, life-altering experience that I wouldn’t trade a minute of. At the same time, it is extremely good to be back to Texas with family and friends. I love being able to walk into my Baylor hospital with a sense of normalcy and appreciation for the high-quality care we provide and the support team that surrounds me. However, even though I’m home, Kandahar is always in my heart. Alan Mintz, MSN, RN, CCRN
19
To New Heights Amy, who works in the Baylor finance department, has been an avid sports enthusiast all her life. For the past year, when she’s not at her desk, there’s a good bet she’s outside training for her latest passion: mountain climbing. When a friend mentioned he was putting together a group to challenge Mount Elbrus in Russia, at 18,510 feet the tallest summit in Europe and one of the “top seven summits” in the world, Amy said “I’m in!”
20
To get herself physically primed for the climb, she ran and swam. She also hiked up and down the stairs of Baylor’s corporate headquarters in downtown Dallas three or four times a week with a fully loaded backpack. That’s 40 floors up and 40 floors down. When it came time for the real deal, she was ready, though the journey was not without its challenges. Once at base camp, Amy and her group spent three days acclimating themselves. Their quarters were dirty and didn’t have toilets. When the climb got underway, they pushed progressively higher each day before the final eight-hour trek to the top, where she unfurled a Baylor flag she had brought. “It was a huge sense of accomplishment and an amazing experience,” she says. “You have to be careful, focused and mindful of your body, and not get carried away by the view. But it was all worth it.”
A Golden Voice If different units across one Baylor hospital could draft a new team member, Victor – a patient care technician – would likely be everyone’s top pick. Over the course of many years at the hospital serving in multiple positions, and before joining the intensive care unit as a patient care technician, Victor made a name for himself throughout the facility with his signature phrase: ‘How can I help?’
“He truly embodies the Baylor mission, vision and values, and is an example for the rest of the Baylor team to follow,” says Tabitha, the director of critical care who oversees Victor’s unit.
More important than the fact that his fellow employees love him, patients and their families also think the world of him.
Victor’s warm personality, patience and skill were on display when he helped calm a dementia patient who was agitated and had been a challenge for caregivers. Victor spent the better part of a day sitting with the gentleman. He soon discovered that he and the patient had several common interests, such as art, history, and their love of music, which they discussed at length.
At one point during his stay, the man hadn’t slept in days. The only effective sedative was Victor’s beautiful singing voice. While listening to Victor’s lullabies, the patient became calm and relaxed, and eventually drifted off to sleep.
21
4005 Crutcher Street, Suite 310
~
Dallas, Texas 75246
To request an additional copy of “B aylor S cott & W hite S tories ,” please call Baylor Marketing & PR at 214-820-3055.