The Volunteer Reporter
Winter 1999

December 1999 In this issue.... Letter to Fellow Volunteers Volunteers Support the American Heart Walk Annual Norfolk Pine Tree Delivery and Continental Breakfast Upcoming Events Governor Vilsack Recognizes UIHC Volunteers University of Iowa Health Care Initiates Compliance Program Contributions and Donations Report Bits and Pieces Holiday Wishes from the Staff Millennium Reflections

Dear Fellow Volunteers,

In August of this year, I became the new chairperson of the Volunteer Program Advisory Board. I would like to thank past chairperson Donna Tjaden for the fine job she did during her tenure. I am enjoying serving on the board and working with the office staff, Mary Ameche, Doug Flater and Jean Reed. I am looking forward to a very productive year that has already begun with some very exciting things:

* Our college student program has begun its second year of the new format of accepting students at the beginning of each semester and training them to their department in groups. Over 200 students "joined up" in September. Jonathan Titus, our college student leader board chairperson, is doing a great job and we appreciate his leadership.

* In October, we took our second volunteer bus trip ... this time to Galena. Nearly 50 volunteers participated in an enjoyable day of dining, shopping, fellowship, garden touring ... and laughing.

* The Volunteer Services joined up with over 400 walkers and sponsored a team for the University of Iowa Health Care UI Heart and Vascular Center Walk on October 2. Our team contributed nearly $1000 to the event and one of our volunteers, Barbara Lee was the fifth largest individual fund raiser for the entire event. Volunteer Helen Rossi helped organize the event as a member of the steering committee.

* Because we are so proud of our volunteers and want our efforts to be easily recognized throughout the hospital, we have placed increased importance on wearing uniforms. Mary Ann Colloton has made new aprons, we have ordered t-shirts with the Volunteer Services logo, and in a short time we will have available Chambray shirts and/or polo shirts for you to wear. It is amazing the work you do ... and making sure everyone sees that you are a volunteer is important!

The millennium is full of promise for the Volunteer Services. The Advisory Board and staff of the Volunteer Services welcome your input and ideas. Thanks for all you do for University of Iowa Health Care.

Wilma Evans, Chairperson
Volunteer Services Advisory Board

Volunteers Support the American Heart Walk Over 400 walkers were greeted at Lower City Park on October 2nd to support the American Heart Association and UI Heart and Vascular Center at University of Iowa Health Care. The American Heart walk is an exciting walking event that takes place in more than 1000 communities across the country year round. The activity focuses on walking as an important part of a heart healthy life-style while benefiting the American Heart Association. The Heart Walk revenue helps fight cardiovascular disease and stroke ... America's number one and three killers. This years walk was coordinated by a committee consisting of Helen Rossi, Al Grady, Angie Lee, Mindy Fretz, Ray Haas, Karen Jackson, Nancy Lathrop, Tim Porter, Erik Samuelson and Joni Troester. Over $40,400 was raised through the efforts of the volunteers and staff at University of Iowa Health Care. We express our thanks to all of the people who assisted the Volunteer Services with our team. We also extend a special thanks to Barbara Lee. Barb, a volunteer with our Heartbeats Choir and an employee in Internal Medicine, was the fifth largest individual fund raiser for the event. Thanks for your great work, Barb.

Governor Vilsack Recognizes UIHC Volunteers

Governor Tom Vilsack recognized several University of Iowa Health Care volunteers on Friday, October 1, at the National Guard Armory in Cedar Rapids. Governor's Awards have been presented annually for over 15 years in the State of Iowa and with the change of administration, the awards were presented in the fall of the year as opposed to the winter. Our hospital recognizes these volunteers through the Board of Regents.

The individual volunteer award was presented to Donna Deatsch. A volunteer at the hospital since 1981, Donna has contributed more than 5,000 hours of service to our patients and their families. Not only has she actively volunteered in many areas of the hospital, she has also provided strong leadership on the Volunteer Services Advisory Board.

The Volunteer Services Student Leader Board was the recipient of the group award presented by the Governor this year. Beginning in the summer of 1997, 12 of our college students under the leadership of Andy Burchett, reorganized how the Volunteer Services recruits, orients, and trains volunteers for their departmental assignment. The reorganization has resulted in increased retention and a more positive experience for the college students.

The UI Health Care Staff award was presented to Deb Bohlken, an oncology-certified nurse and interim nurse manager on 4JPP at our hospital. Deb has been instrumental in reorganizing volunteer participation in all the cancer units and has created a format that provides ongoing education and an opportunity to work alongside staff. Deb is a strong supporter of the Volunteer Services and is very deserving of this recognition.

Congratulations to our 1999 Governor's Award Recipients Deb Bohlken, Donna Deatsch and The Volunteer Services College Student Leader Board

Upcoming Events December 16, 1999 Beauty Fair - East Room December 22, 1999 Norfolk Pine Tree Delivery 8:30 a.m. Call the office to RSVP December 23 and 24, 1999 Office Closed for the Holiday December 31, 1999 Office Closed for the Holiday January 20, 2000 1000 Hour Plus Luncheon Noon - East Room January 23, 2000 College Student Orientation 7 p.m. - East Room February 14, 1999 Valentines Day Flower Delivery and Pizza Lunch for Volunteers

In October of this year, University of Iowa Health Care unveiled its new "Compliance Program", defining the standards of ethical and legal practice that are endorsed by the Hospital Advisory Committee. In a letter dated October 1, 1999, R. Edward Howell, Director and CEO of the UI Hospitals and Clinics and Dean Robert Kelch of the UI College of Medicine informed all staff of the compliance program, writing:

"To review and strengthen our existing methods of assuring compliance with ethical and legal standards, we have selected a Compliance Manager and formed a Compliance Advisory Committee staffed by representatives from Health Information management, legal Services, patient Fiscal and Registration Services, and Clinical Outcomes and Resource Management. The University of Iowa Faculty Practice plan has also appointed a Compliance Officer and a Compliance Oversight Committee whose focus is ensuring compliance with applicable laws and regulations related to professional fee reimbursement. This committee is comprised of representatives from each clinical department."

During the months of October and November, all staff at University of Iowa Health Care have participated in compliance training. The standards reviewed are detailed below and are as important for volunteers as they are for staff.

The purpose of the Code of Ethical Behaviors is to communicate clearly, in writing, the expectation for basic standards of ethical behavior to all staff and volunteers. The code is based on the following standards:

• We will treat all patients with dignity and respect.
• All patient information will be kept confidential.
• We will provide services that are appropriate, safe and in compliance with applicable laws, regulations and professional standards.
• We will report activity, behavior, or requests by other volunteers or staff to perform activities, which may be unethical or illegal. Retaliation for good faith reporting of illegal or unethical activity is not tolerated.
• We will be open, accurate and honest in all communications with patients, their families, and legal representatives; co-workers; physicians and other health care providers; and volunteers.
• We will respect the rights and dignity of all staff and keep information contained in staff and volunteer personnel files confidential.
• We will make decisions in the best interest of University of Iowa Hospitals and Clinics. We will avoid any business or financial opportunity that might conflict, or appear to conflict, with the interests of University of Iowa Hospitals and Clinics.
• We will not accept gifts of over $3.00 in value from anyone who does business or is seeking to do business with University of Iowa Hospitals and Clinics.
• We will be responsible and accountable for the proper use of all University of Iowa Hospitals afeguard the personal property of patients, visitors, volunteers and staff.
• We will maintain a safe working environment and take precautions to ensure the safety of patients, visitors, co-workers and volunteers. We will report any conditions or circumstances that may create a safety hazard.

The Compliance Program is an important part of the value system that guides us all ... both as staff and volunteers. Thanks for familiarizing yourself with the statements ... and for being the greatest volunteers in the world.

Contributions and Donations Report November Board Approved Requests

The Volunteer Services Advisory Board met November 23, 1999, and approved the following requests for funding:

1. Lori Lundberg, Nursing, SPFS, requested $37.10 for sewing supplies to mend donated clothing. The request had been director-approved.
2. Pat Koffron, Ophthalmology, requested $450 to purchase 48 copies of the book A Singular View. This publication will be used for patients scheduleed for enucleation (the removal of one eye.) The request was recommended for full funding.
3. Dr. Edward Bell, Parent Connection, requested $8900 to fund the 12^th Neonatal Graduate Reunion. The request was recommended for funding $3000 since other sources of funding are available.
4. Mary Ann Miller, Chemical Dependency Unit, 5BT, requested $250 to purchase an overhead projector to be used for education of patients and their families. The request was recommended for full funding.
5. Daniel Lew, Hospital Dentistry, requested $350 to purchase a TV for the main waiting room. The request was recommended for full funding.
6. Winifred Wilt, ASC/AEF, requested $175 for stickers which will be used for rewards for pediatric ASC patients. The request was recommended for full funding.
7. Winifred Wilt, ASC/AEF, requested $100 for small toy items for pediatric patients undergoing surgery in ASC. The request was recommended for full funding.
8. Barb Young, Rehab Therapies, requested $4500 for Bingo prizes. The request was recommended for full funding with merchandise from the Wild Rose Gifts.
9. Larry L. Smith, Chaplain, Holiday Support Group, requested $300 for funding to cover invitations, refreshments and parking for a large holiday gathering support group. The request was recommended for full funding.

	Bits and Pieces
Everyone was glad to see Liz Owen return to the Beauty Salon after her maternity leave and the birth of her son, Sam! Everyone seems to be adjusting fine to all the new schedulees ... and it is GREAT to have Liz back. The Beauty Salon has expanded its services and hours to better serve our patients and their families. Beginning in November, the salon expanded its hours. The salon is now open from 8:30 - 4:30 on Monday, Tuesday and Friday and from 8:30 - 6:00 on Tuesday and Wednesday. In addition, they began offering full manicures and paraffin hand dips. Stop by the salon ... check out the new hours...purchase some gift certificates for stocking stuffers. It is your support that keeps this valuable service going for our patients. The Gift Shop has had a wonderful fall...and is all decked out for the winter holidays. Be sure and stop by soon to see all the great merchandise.	The Volunteer Services is joining up with the Coral Ridge Mall this winter to wrap gifts for holiday shoppers! We will have a display by the Ice Skating Rink from December 4 - 10, 1999, during mall hours. The mall provides all the materials and the Volunteer Services will receive all the proceeds once the cost of the materials is covered. In addition to providing a nice service, it also gives us a chance to promote the Volunteer Services to a lot of people who might not otherwise hear about us. Call the office at 356-2515 if you'd like to help out! The Ronald McDonald House kicked off a 1.7 million dollar addition and renovation project with a ground breaking ceremony on November 29th. The construction project will renovate several of the existing areas including the kitchen and living rooms. In addition, six new bedrooms and four family room apartments are being added to meet the growing demand for guest rooms.	THANKS to all the great volunteers who helped with the fourth JEWELRY SALE on November 10th and 11th. The sale was a huge success and the proceeds from the event allow us to give another sizable contribution to the Palliative Care Unit. Hopefully all of you have avoided the "flu" thanks to the free vaccinations that were given at the hospital during October and November. For the second year, volunteers teamed up with the University Employee Health Clinic to check-in patients and assist with the process. Thanks to all the volunteers who helped during this month long process. YOU MAKE A DIFFERENCE! Best Wishes to Linda Corry who retired from the University of Iowa Hospitals and Clinics on November 30th. We'll miss seeing your smiling face! Best wishes from all of us!!

The staff of the Volunteer Services extend our very best wishes to you and yours during this holiday season.
	Mary Ameche Doug Flater Mary Ann Heither Ben Joynt Sandy Joynt Liz Owen Judy Quigley Jean Reed Marlene Schropp Mary Slay Patty Sterner

Millennium Reflections...
A look back at some of our milestones....

With all this talk of millennium madness, we thought it would be fitting for us to reflect on the great things that have been accomplished by our volunteers ... not only during 1999 but since 1973 when volunteers first began to serve University Hospitals. The facts of the program are amazing ... but the real story is in the lives of the people who have been touched by your work. Through the years, your efforts have helped many people. Volunteers, like a lighthouse in a dark sea, have helped many people navigate through life situations they did not choose and would change if they could. Those stories are more difficult to tell and often held closely in the hearts and minds of our patients and volunteers. But they are nonetheless real, have given "heart" to our hospital and are told within the history of services you have made available.

The list of your accomplishments is impressive. Just consider this:

On January 23, 1973, our program began by providing an escort service. Soon volunteers developed a program of patient personal service in each clinical area which assisted patients by writing letters, delivering mail and flowers and running patient errands.

Later in 1973, the Volunteer Services opened a Gift Shop, a Hospitality Cart serving beverages and snacks to clinic areas and added Patient Representative volunteers.

An Interpreter Service was introduced in early 1973 and was available on call to answer non-English speaking patient requests in twelve different languages.

Flower Delivery to patients for local florists began in July of 1974.

On January 3, 1978, the Volunteer Services began providing cosmetology services to patients in the Beauty and Barber Salon.

In 1981, we began awarding college scholarships with the implementation of the Norma Adams Scholarships for students in the colleges of nursing, dentistry and medicine. To date, $57,000 has been awarded through the Norma Adams fund ... and since the scholarship is endowed, it will continue long into the future. In addition, scholarship programs were implemented for both our Junior Volunteers and our college student volunteers.

In 1983, the Volunteer Services assumed a major role in fund raising efforts for the Ronald McDonald House which opened in 1985.

In January of 1989, the PVAC area opened ... the Volunteer Services moved to the 8th floor and the Rooftop Refreshment Kiosk opened on March 6, 1989.

The Junior Volunteer Careers Program was established in 1982 to provide an opportunity for 14 and 15 year olds to be hospital volunteers and to explore medically related careers. To date, over 1000 students have participated in the program.

The Pomerantz Food Cart began offering daily food service to the Pomerantz Family Pavilion in February, 1996.

The Helen K. Rossi Volunteer Guest House began operations in 1997 and has served over 17,000 people since opening its doors.

In 1998, the college student component of our program was reworked to better serve the needs of our 500 student volunteers. A student leader board was implemented, social and recognition events were initiated, and departmental training enhanced.

There is simply no doubt that the contributions of those "early" volunteers ... many who are still working with us today ... laid a firm foundation for great things. As we close out 1999, we would like to highlight some of the accomplishments of the past year:

1999 saw the advent of our first bus trips ... first to Pella in the spring and then to Galena in the fall ... giving our adult volunteers a day to enjoy one another, laugh, and celebrate and recognize one another for the efforts of volunteers.

In 1999, 15 new volunteers became 1000 hour volunteers ... bringing the number of volunteers to achieve lifetime status to 218. This year we recognized the following 1000 hour volunteers: Virginia Budde, Carol Carpenter, Betty Cranston, Mary Alice Dubishar, Meda Fulton, Anna Geyer, Jean Hulme, Patricia Johnson, Rose Meer, Susan Michaelson, Janet Plumer, Janice Sines, Lee Sloan, Dorothy Schottelius and Diane Winkey. In addition, we celebrate the amazing contributions of Donna Deatsch and Deborah McDowell, who achieved 5000 hours of service.

Volunteers, continuing to give financial resources to University of Iowa Health Care, helped to purchase a new ambulance for the air and Mobile Critical Care Unit in 1999. The comprehensive list of financial contributions we have made to our hospital now stands over $2 million dollars.

The annual fall Jewelry Sale, now in its 4th year of operation, allowed the Volunteer Services to give $10,000 in 1999 to the Palliative Care Unit on 4JPE. Palliative Care, or end of life care is structured to affirm life and regard dying as a normal process and is a new service here. Volunteers are playing a key role in making the program successful.

This year also saw the continuation of a stepped up marketing and public relations effort by the hospital and the Volunteer Services. For the third year, the Volunteer Services participated in the annual Chamber of Commerce Business Fair and was part of the larger University of Iowa Health Care display winning an award for the "most successful marketing" at the event. Our fourth year of "sweating" at the Johnson County Fair also gave us an opportunity to promote the work we do ... and numerous GREAT volunteers have come to us telling us they are here because they saw us "at the fair."

The Andrew Burchett College Student Leader Award was initiated in 1999 at our Twilight Toast. If a senior serving on the ten member Student Leader Board has accumulated 150 hours of service, they are given an award of $500. Generally, between $8000 - $10,000 is given annually through our scholarships which include the Norma Adams Scholarships, the Junior Volunteer Scholarships, and the new Andrew Burchett College Student Leader Award.