I have to go to a wedding and I’m going to be late,” cried the elderly, confused

woman from her hospital bed.” As her agitation increased, her nurses all had the

same thought at the same time: “Call Helen.”

Helen Wood, RN, a geriatric clinical nurse specialist, recalls the incident:

I knew our patient had dementia and was often mistaken about things, yet she

kept insisting that she had to go to a wedding.” While it would have been easy to

dismiss her claim to the confusion of dementia, Helen pursued it. She called the

family and learned that the woman’s grandson was indeed getting married the

next Saturday.

Once we found out she really did have a wedding coming up, we geared her

hospital stay to make sure that she’d be able to attend, and she went,” notes

Helen with a smile.

Helen does the same thing for many elderly patients everyday, helping them live

life to the fullest, even though they may be mentally and physically debilitated.

Helen thoroughly understands the physiological fundamentals of the aging

process,” says Geriatrician Dr. Silbey Mui. “All staff truly value her multiple roles as

clinician, educator, patient advocate, and geriatric champion in the medical center.”

HelenWood, RN

“Helen has exceptional skills

in recognizing the needs of

elderly patients.”

“

“

“

“

Even as a child, Karl Anderson knew he wanted to be a doctor — but not just any

doctor. He wanted to be an especially kind and compassionate doctor, just like

those he met through his Boy Scout troop. And that’s exactly the kind of doctor

he became.

Time and again, Dr. Anderson’s patients tell me how he has arrived early or

stayed late to help them through a crisis,” says Nurse Practitioner Kirk Phillips,

RNNP. “They are always impressed with his sensitive attention.”

Many of my patients are hurting or afraid,” says Urologist Karl Anderson, who

often treats elderly patients with cancer or other serious conditions. “While they

certainly need medical care, they’re often more in need of someone who will just

listen and be there for them.”

Dr. Anderson doesn’t confine his compassion to Kaiser Permanente. He, his

children, and his wife, also a physician, regularly join medical missions to Malawi,

Kenya, Belize, Panama and soon, to Cambodia. There they are able to serve people

who have little, if any, access to care within their own communities.

Along with his passport, Dr. Anderson certainly packs the same generous supply

of caring and compassion for these trips that he shows his own patients at home.

“

“

Karl Anderson, MD

“We need to put ourselves in the

patient’s shoes,and be

compassionate and listen.”

Does that big red “S” on Steve Wahl’s shirt stand for Superman, or just Steve? Many

would say both. And while Steve Wahl may not yet be able to leap tall buildings, he

does have quite a knack for getting himself — and everyone else at Kaiser

Permanente South San Francisco and Redwood City — involved in the community.

It’s all part of a day’s work for Steve in the newly created role of Community Health

and Benefit manager for the San Mateo area.

Steve came to his new job from Public Affairs, where he expertly juggled an array of

duties, including internal and external communications, government relations and

community benefit. When Kaiser Permanente decided it needed someone to focus

solely on the community, Steve was a natural for the job.

Steve so believes that giving back enriches your soul that he wants everyone to

experience the gift of giving,” says Medical Group Administrator Tamara Trefz.

To that end, Steve has an innate ability to talk with people, learn their community

interests, and match them with the right community group.”

Being in Public Affairs really sparked my interest in the community,” says Steve.

I’m thrilled now to be able to spend all of my time and energy on how the medical

centers can best help our community.”

Steve Wahl

“This looks like a job for...Steve Wahl.”

“

“

“

“

Floods. Power outages. Mechanical failures. No, it’s not the plot of the latest disaster

movie. It’s just part of the job for South San Francisco’s Engineering Department.

While the engineering team certainly responds to emergency situations that

might put people or facilities at risk, their real goal is to prevent such events

from happening in the first place. “It’s our job to keep the building up and

running, without any interruptions,” notes William Spremich, chief engineer.

What the engineers keep up and running is virtually all the systems it takes to

help ensure our good health, safety, and comfort. From heating and air

conditioning to ventilation; from medical gases and air compressors to water

and power; it all requires 24/7 vigilance.

We’re often called on to return to work at all hours of the day or night, including

weekends and holidays, and that’s fine,” says Spremich. “Everyone on the

engineering staff is a dedicated health care professional who’s here to protect

patients and staff, as well as the medical center facility itself.”

Mostly, engineers work behind the scenes, caring for a massive infrastructure

with the precision of a skilled surgeon. And that includes curing the occasional

flood, power outage, or mechanical failure.

“

SSFEngineeringDepartment

“What stands out is how the

engineers respond to any

situation without question.”

The patient is desperately ill. Family members huddle around his bed, bereft that

they may soon lose their beloved husband and father. Yet there is a presence in the

ICU who reassures and comforts all those here today. Her name is Christine Angeles.

As a Pulmonologist in the Intensive Care Unit, Dr. Angeles cares for many

patients critically ill with respiratory failure. Not only does she help her patients

at a critical time in their lives, she also helps their families.

I have personally seen Dr. Angeles save many lives with her excellent medical

knowledge and intuitive care,” says Gwen Schlatter, RN. “I have also stood at her

side with the family when a patient has passed away, and been in awe of her

compassion and care.”

It’s a level of care that families don’t soon forget. Notes Gwen: “Many people tell

me how well she cared for their loved one, and how just having her be their

doctor eased their fears.”

I try to help families understand that everything possible is being done for their

family member, so they feel reassured,” says Dr. Angeles. “It’s wonderful to know

you can provide comfort even in the most difficult situations.”

ChristineAngeles, MD

“Just having Dr.Angeles as their

doctor eases a patient’s fears.” “

“

You’ve already answered the phone 300 times today. Yet you’re as friendly and

efficient on the 300th call as you were with the first. That’s because you’re part of

the Operators Department, and your team believes in handling each and every

caller with respect, kindness, and a helpful attitude.

All of us know that answering the phone involves far more than just connecting

someone with a department or provider,” says Senior Operator Ester Beltran. “For

us, each phone call is an opportunity to make people feel that Kaiser Permanente

cares about them.”

Our operators are very high performers,” says Jerry Montoya, facility services

director. “For instance, on the Mystery Shopper quality assurance program, they

earn exceptionally high marks for greeting people properly, for having good phone

voices and etiquette, and for efficiently transferring each call to the correct department.”

And that’s answering an average of 2300 calls a day, seven days a week.

So the next time you call the South San Francisco Medical Center and hear an operator

ask, “How may I help you?” you’ll know he or she really means it, whether you’re

the first caller of the day or the 300th.

SSFOperatorsDepartment

“Every phone call is an

opportunity to make a good

impression.”

“

“

Ron has cancer and he’s scared. His oncologist orders chemotherapy and Ron fears that

almost as much as the cancer. He’s heard about the nausea…the fatigue…the hair loss.

Then Ron meets Nurse Practitioner Kelly Sutter, and suddenly he’s confident he’ll get

through this after all.

Kelly Sutter is the only nurse practitioner in the South San Francisco Hematology-Oncology

Department, so she’s a vital part of the oncology team that supplies support and resources

for many patients undergoing chemotherapy.

Kelly is able to juggle all the physical needs of her patients, but she’s also just marvelous in

helping them as people,” says Laurie Weisberg, MD, chief of oncology. “She really takes a

personal interest in her patients and their families, and that’s a big part of oncology — caring

for both patient and family.”

And if the patient has no immediate family, Kelly’s got that covered too. “I don’t want anyone

to go through cancer treatment alone,” says Kelly. “My patients know if they have any

problems or just need someone to listen, they can call me any time.” And many do.

Kelly is always willing to work nights and weekends if that’s when her patients need her,”

says Dr. Weisberg. “Our department just couldn’t get along without her.” Neither could Ron.

“

“

KellySutter, rn

“Kelly’s the one patients

really connect with.”

Jim Wadkins is nosy. He snoops behind, above, below, and around everything.

He prowls the halls, scanning floors and ceilings and everything in between.

It’s all part of his job as manager of Environmental, Health and Safety.

My team and I are responsible for the safety of everyone at the medical center,

whether they work here, come here for care, or just visit,” says Jim. “We want to

make sure that nothing affects their safety or convenience.”

Every Wednesday, Jim and his team make environmental rounds to inspect

various areas of the medical center. They check biomedical equipment and the

pipes that carry medical gases. They quiz employees about their department’s

emergency plan. And that’s only the beginning.

Jim’s overall leadership in our safety programs, including the Environment of Care,

and safety teaching and training, have all significantly contributed towards creating

a culture of safety at South San Francisco,” says Shafik Dawood, support services

assistant administrator. “Jim helps make our medical center a very safe place.”

Says Jim, “I’d like to think that if anything involves a safe workplace, we’re right

on top of it.” And below. And behind. Definitely nosy.

Jim Wadkins

“No safety concern is too big

or too small.”

“

“

Mei Ling can’t speak a word of English. Her doctor can’t speak a word of Cantonese.

Yet Mei Ling desperately wants to make sure her physician knows about her blinding

headaches. Likewise, Mei Ling’s physician wants to hear all about her symptoms so he

can provide the best possible treatment.

No problem, thanks to the Interpreter Services team: Sandra Menendez, Roberto

Rivera, and Cindy Hung. On any given day, you’ll find Sandra, Roberto, and Cindy

rushing from department to department, from South San Francisco to Daly City, to

help non-English-speaking patients who would otherwise have no way to “talk” with

their providers.

The team itself provides language assistance for up to 1,000 people a month. Through

the LMP Bilingual Program, they also teach staff to provide language assistance, greatly

expanding the ranks of those who can serve as a “voice” for patients.

I couldn’t ask for a team that’s more dedicated or passionate about making sure that

everyone who needs language assistance gets it,” says Jocelyne Vistan, director of

Member/Interpreter Services.

And so, Mei Ling’s visit goes very well. She leaves feeling confident that her physician

understands her problem and has given her best possible care. That’s a wonderful

feeling in any language.

InterpreterServices

“Members feel confident

knowing that interpreters will

represent their needs in the

most professional and caring

manner possible.”“

Need to get in touch with Doris Chives? You’ll have to move fast, but here’s a hint:

If it’s Monday, you’ll find Doris volunteering at Kaiser Permanente San Francisco;

Tuesday, you can catch her at the new medical office building on Hickey;

Wednesday, Thursday, and Sunday, she’s running the gift shop at Kaiser Permanente

South San Francisco.

I always tell Doris she’s like a precious gemstone; we can never replace her,” says

Vangie Cade, manager of Volunteer Services. “Doris was the first volunteer who

walked through our doors when we opened in 1974, and she’s been running our

gift shop ever since. She always makes sure things run as smoothly as possible.

She’s just an extraordinary person.”

Doris and her husband, Emil, used to volunteer together, until he passed away in

the early 1990s. For many years, after both Doris and Emil finished their “day

jobs,” they’d head over to Kaiser Permanente for the “night shift”— Emil at the

Information Desk; Doris as a buyer for the gift shop.

Emil always said that volunteerism is the rent you pay for the space you occupy

on this earth,” says Doris. Just ask anyone who knows Doris; her rent is paid in full.

“

“

DorisChives

“Volunteerism is the rent you

pay for the space you occupy

on this earth.”

It was 1949 when Kaiser Permanente first opened medical offices in a modest building on Linden

Avenue in South San Francisco to serve Bethlehem Pacific Coast Steel Company employees. In 1953

Kaiser Permanente moved to an existing hospital building on Grand Avenue and started serving

other companies’ employees. Continued membership growth made it necessary to acquire land

that could become home for a medical center and hospital that could accommodate the needs for

South San Francisco and Northern San Mateo County.

Today we have four medical campuses in three communities: South San Francisco, San Bruno,

and Daly City. We employ over 1400 staff and serve over 103,000 members. This is the result of

Everyday Heroes — real people, doing great things, every day for the last 56 years.

The same spirit continues. Some Everyday Heroes save lives; others provide kindness and generosity

when it is needed most. These are the acts of Everyday Heroes. We have the best people and the

best model in health care; and that combination is why Kaiser Permanente has been recognized by

numerous external organizations as the “Best in California”. When we focus on the best we have to

offer each other, our members, and the community, we deepen the base of pride that is the richest

soil for our continued growth.

This gallery showcases our exceptional people and teams and their commitment to quality and

service that they provide every day.

The People You SeeOn This Wall are

Heroes