New class for treating special-needs patients developed by WellSpan Philhaven

New class for treating special-needs patients developed by WellSpan Philhaven Thursday, February 21, 2019

Ambulatory staff invited to take specialized training to care for patients with autism and intellectual disabilities Brooke Holoviak has autism. She is nonverbal and has communication issues, almost seeming indifferent at times to the world around her.

But one thing is certain: she hates needles, after having one broken off in her arm while being restrained during a botched blood draw about 20 years ago, WellSpan Philhaven team members Brent Swope and Frank DiBella (back, from left) and Karen Ahern and Katie Scott an encounter she has never forgotten. (front, from left) are teaching WellSpan ambulatory staff how to care for special-needs patients.

The 37-year-old Chambersburg woman had a much different experience when she recently had blood drawn in Gettysburg, thanks to some innovative training showing WellSpan employees how to care for people with autism and intellectual disabilities.

WellSpan Gettysburg Hospital laboratory technician Carrie Way went to Holoviak’s dentist, where Holoviak received nitrous oxide gas to relax her, to draw blood. During the draw, Way matched Holoviak’s rocking motion, swaying with her. She also talked quietly to her, explaining what she was doing.

“It helps to be face-to-face with people, to be on their level, to stay calm and to go with their flow,” Way said.

The procedure went so well that Holoviak was smiling at times.

“The important thing for people with autism is joining them where they are,” said Holoviak’s grateful father, Steve. “She understood.”

Last year, Way was among an inaugural group of Adams County laboratory and outpatient workers who received special-needs training from WellSpan Philhaven staff. The training was so effective that WellSpan Philhaven developed a training program for frontline staff in ambulatory services, including lab, sleep, imaging, pharmacy and rehabilitation, across the entire WellSpan system.

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Around WellSpan | WellSpan Health | 2019-02-22

“This is right in the sweet spot with what WellSpan is doing with our ‘Know Me’ initiative,” said Charles J. DiComo, administrative director of Lab Services, Integration/Planning. “This is the essence of knowing our patients and improving their care experience.”

For example, the training teaches staff how to prepare the patient and family before a procedure, perhaps with handouts or an illustrated schedule. Staff are encouraged to consider modifying the surroundings during a procedure by lowering the lights or providing a quiet space away from other patients. Staff also learn to think about encouragement and rewards for patients.

“This is the essence of knowing our patients and improving their care experience.”

Charles J. DiComo, administrative director of Lab Services, Integration/Planning

The training is good news for all WellSpan patients, said Sarah Mattern, operations director of WellSpan Philhaven Center for Autism and Developmental Disabilities.

“Our families will be pumped about it. I’m super excited about the organization’s commitment to this vulnerable population,” Mattern said, adding, “While it’s great for individuals with autism and intellectual disabilities, it also will be great for a 5-year-old who is a little nervous about getting blood drawn or a 40-year-old professional woman who has anxiety about getting an X-ray. It offers us strategies for meeting everyone’s health care needs in a way that is a little less anxiety producing.”

Staff already have received thanks from other grateful patients, including a note that called out Adams County lab workers who showed a movie to an anxious child during a blood draw and treated him gently and calmly, reassuring him during each step.

The boy’s grandma said he was not eager to get blood drawn again but if he did, “He wanted to come see the nice ladies with the movie and stickers.”

“That is our job, to give people a good experience,” Way said. “I love to do whatever it takes to make the situation better for anyone.”

To enroll for the course, go to LMS and search “Autism Spectrum DO & Intellectual Disabilities Education & Training.” Sessions are being offered in Adams, Lancaster, Lebanon and York counties and will be initially targeted to the approximately 1,300 employees in ambulatory services, including laboratory, imaging, sleep, rehab, occupational health and pharmacy, with special sessions for Apple Hill Surgery and WellSpan Health and Surgery Center in 2019. Other employees also may enroll, as space is available.

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Around WellSpan | WellSpan Health | 2019-02-22