One Teaspoon of Assurance: Phlebotomy

The following is an excerpt from our 2013 Annual Report: A Recipe for Success.

Gifford phlebotomy

Thirteen-year-old Tucker Riley of Randolph has Down Syndrome and as a result, Graves’ disease, an overactive thyroid condition requiring frequent blood checks. He also has small veins, explains his mom Kate Porter. Tucker struggled with having his blood drawn for years, until the gentle touch and quick work of phlebotomist Charlene Baker alleviated his fears. For years now, the family always asks for Charlene when it is time to draw Tucker’s blood, Kate says.

“Charlene is so competent. Things happen on the first stick. It happens. It’s done. And she’s also just very friendly, and it’s painless. She remembers Tucker. It’s just kind of like having a personal friend there drawing blood every time we go over.”  ~ Kate Porter

Gifford phlebotomy

Phlebotomist Charlene Baker and Tucker Riley

A Dash of Friendship: Patient Registration

The following is an excerpt from our 2013 Annual Report: A Recipe for Success.

a dash of friendship

When 79-year-old Judy Harding fell in her kitchen, her neighbor gave her a ride to the Emergency Department, but she didn’t have a way to get home. Then she thought of someone she knew who would help her – Marcelo Reyes from Patient Registration. Marcelo hurried to get his car from the employee lot, drove her home, saw her inside, gave her his cell phone number in case she ever needed him, and shoveled her slippery walkway.

“Gifford has become my version of Cheers. Everybody knows my name. It’s the place I go for comfort and friendship. Marcelo and I have become sort of pals. I really like him a lot and he has been very good to me. He’s just a pleasure, and he smiles.”  ~ Judy Harding

Gifford patient registration

Patient registration receptionist Marcelo Reyes and Judy Harding

Project Independence Finds New Life in Gifford

Project Independence

Project Independence participants, from left, Marie, Diana and Kathy dance to singing and music by a visiting Chris Beltrami (not shown).

BARRE – The state’s first adult day center, Project Independence, got its start in Barre in 1975 when a nursing home activity director, Lindsey Wade, recognized an opportunity to do things better and more cost effectively.

Wade encountered nursing home residents who didn’t seem to medically belong there. Others were visiting the nursing home daily for the social interaction. Wade had an idea. The area needed an adult day care and not a medical model adult day, but a social model – something that didn’t exist anywhere else in the country.

An active board and an interested city brought to life Project Independence on Washington Street and in the decades since, its model has not only flourished but expanded statewide. There are currently 14 adult day programs in Vermont.

Project Independence

Project Independence Executive Director Dee Rollins visits with participants, from left, Flo, Gail, Beverly and Shirley as they wait to be served a home-cooked lunch that included baked macaroni and cheese and flavorful carrots.

Today’s Project Independence serves 23 towns in Washington and northern Orange counties, welcoming an average 38 seniors and the disabled each weekday. The project includes meals, showers, medication management and ample activities, allowing them a fun and safe day care experience while also allowing them to stay at home – a far more affordable model than nursing home care.

But statewide adult days are struggling. Funding available for adult days almost guarantees failure. “The Adult Day financial model is not a successful one,” says Project Independence Executive Director Dee Rollins. “It’s a continued struggle to support our model.”

And Project Independence has had some recent extra hurdles.

It bought a North Main Street location and moved in 2010. Less than a year later, in May of 2011, the building flooded during a period of torrential rains that had storm water draining through a bulkhead into the building’s basement causing $295,000 in damages and losses. The following summer a sewer hookup issue during Barre’s “Big Dig” caused backups and additional damages and losses.

Project Independence

Gifford licensed nursing assistant Penny Severance helps Project Independence participant, Maddie, to her table for lunch.

Between those losses and looming health care reform that promises changes to health care funding and encourages health care relationships, small, standalone Project Independence began looking for help in the form of a partner. It found it in Gifford Health Care in Randolph.

A merger
Project Independence of Barre and the Gifford Retirement Community, part of Gifford Health Care in Randolph, will merge at the conclusion of Gifford’s fiscal year on Sept. 30. Boards for the two nonprofit organizations unanimously agreed to the merger in May after studying the relationship for more than a year.

It will be a full asset merger with Project Independence retaining its name, location and fund-raising dollars. Project Independence’s board will become an advisory board to provide local perspective and experience, and employees will become part of Gifford, opening the door to enhanced benefits. Project Independence will benefit from Gifford’s staff, from financial to billing to nursing help, as well as its buying power as a larger organization.

For Project Independence it is an opportunity for financial stability and more amidst what have been a stormy couple of years and the projected financial changes under health care reform. For Gifford, it is an opportunity to further its work to support seniors and to partner with a reputable organization.

“It’s the right thing. It’s the right match. We have the right partner,” says Rollins, who was drawn to Gifford because it has its own adult day, the Gifford Adult Day Program in Bethel, shares a mission of supporting seniors and because of the Randolph hospital’s commitment to community.

Project Independence

Tammy Mattote, left, a licensed nursing assistant at Project Independence in Barre, serves participant Joanne lunch.

Gifford is currently building a senior living community in Randolph Center that will include a new nursing home and independent and assisted living units after seeing a need in the community for these services.

The Randolph medical center also already has services in the Barre area in the form of a health center off the Airport Road in Berlin. The Gifford Health Center at Berlin is home to family medicine, pediatrics, internal medicine, infectious disease, midwifery, orthopedics, podiatry, neurology and urology services.

“The combination of the two of us makes a lot of common sense and a lot of business sense,” Project Independence Board Chairman Steve Koenemann said, calling his board’s vote a very easy one to make and the plan “a no-lose proposition.”

“The goal is try to see the program grow,” Koenemann said. “We don’t want to change Project Independence. It has nearly 40 years of experience and reputation serving that community that’s not something that you want to back away from.”

“It’s not taking away anything from Project. It’s all additions,” added Rollins.

Gifford employees have already been providing support to Project Independence over the last year as the two organizations have carefully studied a merger.

Project Independence

Project Independence staff pose in front of the North Main Street adult day center in Barre. The center will merge with Gifford Health Care in Randolph this fall.

“When someone has a humble request for help as it relates to the delivery of health care services, we take that seriously,” said Gifford Administrator Joseph Woodin, praising Project Independence’s board, values, volunteers and hardworking team. “For us, that’s extraordinarily appealing and we’re thankful that they’ve asked us.”

“We feel this is an honor that they asked,” agreed Linda Minsinger, Gifford Retirement Community executive director. “This is the right thing to do. It’s really important that these participants have a place that will carry on.”

Joining with Project Independence is in keeping with Gifford’s mission and providing support to a needed service that will no doubt grow as the state looks for more affordable ways to care for a growing senior population, said Gifford Board Chairman Gus Meyer.

“When you’re a very small organization, you don’t have the staff to do all of the different things to be done. It’s extremely difficult and it’s extremely draining to make an organization of that size successful. They’ve done a great job of keeping their organization alive in the face of huge challenges and at the same time provided a great service,” Meyer said. “A larger organization is much more able to absorb things that just come up. If there’s some facilities’ damage, it doesn’t become devastating.”

That is a scenario that has Project Independence breathing a sigh of relief.

“We are just all so encouraged. This just brings a true breath of fresh hope,” Rollins said. “We’re dancing in the streets.”

Well, maybe in the living room.

Project Independence participants – most of whom think of their home away from home as “the club” not an adult day center – let up a cheer upon hearing the news from Rollins that “the club” would merge with Gifford.

Staff members, who have been part of what have been very transparent discussions, were equally enthusiastic.

Cook Pam Bresette of South Barre said, “I think it’s going to be fabulous.”

Office Administrator Sue Catto of Barre took her job a year ago knowing positive changes were coming.

Licensed nursing assistant Amanda Koledo of Barre hopes to go to nursing school. Gifford provides tuition reimbursement.

Koledo has worked at Project Independence for six years. “I think it’s so exciting,” she said. “We’re on an island and we’ll now have life jackets.”

Roll in Excellence: Materials Management

The following is an excerpt from our 2013 Annual Report: A Recipe for Success.

roll in excellence

When a patient arrives for surgery, they see doctors and nurses, but it takes a much bigger, behind-the-scenes team to ensure the operating room is ready to provide care. Materials Management, which purchases supplies and handles deliveries for the entire medical center, is one department that is especially vital, says Surgical Services Nurse Manager Jamie Floyd.

“Every single thing we do relies on specialized equipment and tools. Nearly all of this equipment is either disposable or has a disposable component. Materials Management provides excellent service and handles the complex logistics of ensuring that we have the items we need, when we need them.”  ~ Jamie Floyd

Gifford materials management department

Materials clerks Tina Brady and Alice Whittington, surgery nurse manager Jamie Floyd, shipping and receiving clerk Josh Fahnestock, and purchasing specialist Teresa Bradley.

One Large Serving of Smiles: Room Service

The following is an excerpt from our 2013 Annual Report: A Recipe for Success.

one large serving of smiles

Jane Currier of Randolph Center spent weeks at Gifford, including Thanksgiving and Christmas, after a fall where she injured her head and fractured her shoulder. A bright spot in the 84-year-old’s day were meal deliveries by Simon Leong of the Food and Nutrition Services team. Both remember the day they met well.

“Who are you?” Jane recalls Simon asking. “I said, ‘I’m Jane.’ And he said, ‘I’m Tarzan.’ And we kept it up. He’s very friendly. He never forgets names. He’s somebody to talk to. He’s funny. He’s a character. I think I’ll keep him and take him home.”  ~ Jane Currier

Gifford cook Simon Leong

Cook Simon Leong and Jane Currier

A Cup of Compassion: Volunteer Profile

The following is an excerpt from our 2013 Annual Report: A Recipe for Success.

a cup of compassion

During a trip to Hawaii in April of 2000, Irene Schaefer’s husband fell, hit his head, and died two days later at Queens Medical Center in Honolulu. Irene was completely alone, except for the chaplaincy volunteers at the hospital who sat with her during her husband’s final two days.

“It was traumatic and sad, but those people kept me going,” says Irene.

Just a month later, back in Randolph, a local reverend with the help of a team of area churchgoers started the volunteer chaplaincy program at Gifford. It was too soon for Irene, a local resident, but when a second training was scheduled that November, Irene signed up. “I had to get out and give back because of what I had been given in Hawaii.”

In the more than decade since, this now 85-year-old has made Gifford her “second home.” “It’s very rewarding. I get more out of it than I give,” she says.

She comes several times a month to spend a couple of hours visiting with patients. When a patient is dying, Irene offers a prayer “for a calm and smooth transition.” Mostly, though, she listens. “Everybody has a story,” she says.

She is often the person called in the night to comfort a patient or family in the Emergency Department.

For Irene, it is not her first “job” or even her first volunteer job. From New Jersey, Irene was a church secretary for years. Upon moving to Randolph 40 years ago, she worked at DuBois and King as the “girl Friday” distributing mail, developing photos in a dark room and operating the business’ first computer, which was roughly the size of Gifford’s chapel, she recalls. She went on to do computer work for a local accountant, until retiring in 1991. A decade of volunteering at White River Valley Ambulance in billing followed.

At WRVA, Irene chased down patients and insurance companies for payments.

At Gifford, the only payment a soft spoken, elegant and humorous Irene is seeking is peace of mind.

“I think I could write a book. The experiences have been from very humorous to very sad. I have had a marriage proposal,” she says with a laugh. “I’ve also been in the Garden Room (for end-of-life patients). I don’t want to say it’s my favorite place, but it’s a place where I feel comfortable, when some of the other (volunteers) do not, because I have been there personally, and I totally admire our palliative care system.”

That admiration and an ongoing need for a comforting hand and listening ear will keep Irene volunteering with Gifford’s chaplaincy program as long as she’s able.

“I look at it as a need. It’s a need that’s being fulfilled, which doesn’t happen at all hospitals. It’s part of Gifford’s outreach and caring and the reason why patients want to be here.”

Irene Schaefer

Irene Schaefer

Bethel Artist Janet Hayward Burnham Coming to Gifford Gallery

Bethel acrylic artist Janet Hayward Burnham

“Long May She Wave” is one of Bethel acrylic artist Janet Hayward Burnham’s pieces in the Gifford Medical Center art gallery in Randolph from May 28 through June 25.

Artist and author Janet Hayward Burnham brings her acrylic and pen and ink works to the Gifford Medical Center art gallery from May 28 through June 25.

Burnham, now of Bethel, was born in Indiana, but never lived there. She went on to live in nine other states, attending 14 schools from kindergarten through college.

Burnham came to Vermont in 1968 with her husband and four children. They bought a farm in the Champlain Valley in Orwell, where Burnham taught art for a number of years and also wrote for Vermont Life.

Burnham was 42 when she graduated with a bachelor’s in fine arts from Castleton State College in 1979. “ … my two teenaged daughters – seated in the crowd – made me grin when they cheered as my name was called out at the graduation ceremonies,” Burnham recalls.

Art was Burnham’s first love.

“I think I’ve loved the art of making art since I picked up my first crayon,” she says. “Art was always my favorite class, bar none … even better than recess.”

She added the written word to her list of loves, and talents, in college.

Castleton was Burnham’s third college. Earlier at Columbia University in New York City in the late 1950s, while married and pregnant, an English professor first brought to light Burnham’s talent. He tasked the class with a first writing assignment. “When he passed the papers back two weeks later, he said we had all done fairly well, but there was one that was so outstanding, he was going to read it to the class. When he began reading, I was absolutely dumbfounded. It was mine. In all those schools I had attended – and some were excellent private schools – nobody ever told me I had a gift for working with words,” Burnham recalls.

“I now had two creative loves – art and the art of words.”

A poetry book Burnham wrote and illustrated, “A Week Ago Cat,” is the combination of those two loves.

Her show features illustrations and poems from the children’s book as well as other more adult pieces, and the book will be for sale in Gifford’s Gift Shop.

In addition to her book of poems, Burnham has been published in Yankee, Grit, The Boston Globe, The New York Daily News, Country Journal, Instructor, The Rutland Business Journal, The Herald of Randolph, and Woman’s World. She also penned two novels published in the United Kingdom that went on to editions in Sweden, Norway and the United States.

More recently, she helped research and was the lone writer of a book for The Bethel Historical Society titled “Vermont’s Elusive Architect George H. Guernsey.”

See Burnham’s unique art in the Gifford Galley. The show is free and open to the public. The Gifford Gallery is just inside the main entrance of the Randolph hospital at 44 S. Main St. Call Gifford at (802) 728-2324 for more information.

A New Home for All Rehabilitation, Billing

occupational therapist Ann Brunelle

This article was featured in our Spring 2014 Update Community Newsletter.

The Kingwood Health Center in Randolph underwent an expansion in the fall that both improved the Route 66 health center and freed up needed space at Gifford’s downtown campus.

The addition was completed in November and over the winter several Gifford departments made the move to the impressive, new space. Those departments included:

  • Occupational and speech therapies, which joined outpatient physical therapy on the ground floor of Kingwood
  • Billing
  • Accounting

The move of occupational and speech therapies creates a full-spectrum, multidisciplinary rehabilitation center at Kingwood. Added is some gym space, six new exam rooms and improved staff areas.

“Everyone loves the new building,” notes Megan Sault, the rehabilitation department’s operations coordinator.

Having all rehabilitation services in one, convenient location has reduced confusion among patients as to where they should go for their appointment and allows for a collaborative approach to care.

“It’s really great to be so close to team members and share this beautiful facility,” says speech therapist Kathy Carver, who on the day we visited was meeting with patient Terry White of Randolph Center. Terry, who had a stroke, had also seen physical therapy that day, allowing him to make just one trip to Kingwood, and allowing collaboration on Terry’s care.

For others the new location near Interstate 89 is just convenient.

Occupational therapy patient Michael Dempsey of Brookfield was recovering from a broken arm that had left him with shoulder pain. “It’s nice, got a lot of room and is closer to my house. It’s convenient,” Michael remarked.

On the top floor is new office space for accounting as well as billing, or what the medical center calls patient financial services. This is where patients can go to pay their bills or make billing inquiries.

To find the billing office, park in the upper drive and use the door on the left. There are signs inside.

Gifford first bought the Kingwood building in 2007 as an opportunity to expand services. Initially the flat-roofed, dark structure underwent renovations. The new addition seamlessly expanded the structure toward the wood-line.

Also located at the health center are Gifford’s Blueprint Community Health Team, mental health practitioner Cory Gould, the Diabetes Clinic and a private practice dentist, Dr. John Westbrook – all on the top floor.

Call the health center at 728-7100 and listen for options for reaching the various departments.

Health Connections caseworker Michele Packard remains at the main medical center. Michele provides patients help accessing insurance and free care options. (Go in the main entrance at Gifford’s main campus and look for signs to find Michele.)

A New Family Medicine Team in Chelsea

Chelsea teamThis article was featured in our Spring 2014 Update Community Newsletter.

It’s not often you find just the right health care provider to join a clinic and a community. The Chelsea Health Center, remarkably, has two amazing new fits.

Dr. Amanda Hepler and physician assistant Rebecca Savidge, both family medicine providers, have joined the Route 110 health center as long-time physician assistant Starr Strong prepares to retire and family medicine physician Dr. Brian Sargent transitions to full-time emergency care at Gifford.

Rebecca is a Chelsea native. Dr. Hepler has a love of rural medicine.

“Dr. Hepler has a passion for rural primary care and will solely be working at the Chelsea Health Center while Rebecca is a young but experienced physician assistant who is a native of Chelsea and literally ‘grew up’ going to the Chelsea Health Center as a child. She truly understands the community,” notes Dr. Josh Plavin, the Medicine Division medical director at Gifford and a former Chelsea doctor.

Chelsea office manager and nurse Travis Worthen notes that patients are excited to have the duo aboard and to see Rebecca “coming back to her roots.”

Dr. Hepler’s experience, especially with the unexpected that can arise in a rural clinic, such as logging and farming injuries, is especially appreciated.

Both are also kind, thorough and accommodating caregivers, says medical secretary Deb Stender.

Dr. Hepler and Rebecca already see themselves as “a lasting fit” and as a team that both works well together and that hopes to improve care. They will do so by being at the clinic for more hours, meaning more opportunities for care and faster turnaround times on things like medication refills and lab results.

They also both have experience working with electronic medical records and are looking forward to seeing Chelsea make the transition, which will be more seamless thanks to their know-how.

“We are excited to welcome our new providers and announce expanded availability in Chelsea,” Dr. Plavin says. “We have developed a wonderful team, which I hope will be caring for patients in Chelsea for years to come.”

An open house was held Thursday, May 1 from 4-6 p.m. at the health center to welcome Dr. Hepler and Rebecca to the community and to wish Starr and Brian well.

Gifford Named a Top 100 Critical Access Hospital in the Nation

Gifford facadeGifford Medical Center in Randolph has been named among the nation’s top 100 performing Critical Access Hospitals by iVantage Health Analytics.

iVantage has developed what it calls a Hospital Strength INDEX and for 2014 measured 1,246 Critical Access Hospitals across the nation on 66 different performance metrics, including quality, patient outcomes and satisfaction, affordability, population health and hospital financial strength.

After weighing all of those factors, Gifford for 2014 has been named among the Top 100 Critical Access Hospitals in the nation – meaning it does well in a variety of areas as compared to its peers.

“Rural health care …. plays a vital role for communities across America, serving nearly 80 million people. The services provided in rural America are similar to those needed in any major metropolitan area, yet the volumes and economic resources provide little economies of scale, making for little benefit from scale. These Top 100 Critical Access Hospitals exhibit a focused concern for their community benefits and needs, regardless of scale, reimbursement and people’s ability to pay,” said John Morrow, executive vice president of iVantage.

Gifford was founded in 1903 and is part of Vermont’s non-profit health system. A 25-bed hospital in Randolph, it has eight outlying health centers meeting community members’ health needs where they live and work.

For the last 14 consecutive years, Gifford has met its state-approved budget and operating margin – a unique feat amid challenging economic times. At the same time, Gifford has embraced community health improvement initiatives that benefit patients, such the Vermont Blueprint for Health and by achieving Federally Qualified Health Center status.

A Critical Access Hospital is a hospital certified to receive cost-based reimbursement from Medicare. This program is intended to reduce hospital closures in rural areas, promotes a process for improving rural health care and focuses on community needs. Federally Qualified Health Centers are also nationally designated, but rather than inpatient care support outpatient primary care, including mental and dental health.

“What is interesting about this evaluation is that it looks at so many different indicators, all publicly available data, and combines them into a comprehensive evaluation. This year factors also grew to include the health of our community – a vital area where Gifford as a Critical Access Hospital and a Federally Qualified Health Center excels,” said Ashley Lincoln, Gifford director of development and public relations.

“These findings tell our community that we not only have a strong, high-quality local health care provider but that Gifford is well positioned for health care reform,” Lincoln added.

Springfield and Copley hospitals in Vermont also made the list.