The Sunnybrook Volunteer—June 2009, Page 1See Honour Wall continued on page 2

Honour Wall Defines the Veterans CentreBy Joan Willingham“Incredibly amazing and so creative and beautiful.” This is one of the many comments written in the history book of Reflections and Remembrances on the new Veterans Honour Wall in the lobby of K Wing. The wall reflects Sunnybrook’s legacy as a Veterans hospital (Sunnybrook is the largest Veterans care facility in Canada). It honours Canadian Veterans while providing an inviting and inspiring entrance to the Veterans Centre for residents, visitors and family members.The wall was unveiled and dedicated in November, 2008 by Sunnybrook President and CEO Dr. Barry McLellan and Brigadier General John Collin, Land Force Central Area Commander, in honour of the hospital’s 60th Anniversary and Veterans Week. In his dedication Dr. McLellan said, “This new wall will recognize and remember Canada’s Veterans each and every day of the year. Hospital staff, visitors, family members, grandchildren, great-grandchildren and school groups who come to visit our Veterans will all stop to pause and reflect. It will serve as a lasting memorial and tribute to a generation of great Canadians.”

The memorial is 28 feet long and is comprised of three parts. The focal point of the wall is a collage carved out of white oak by renowned Canadian carver Siggi Buhler depicting military scenes from the First and Second World Wars and the Korean War. Buhler also hand-carved Canada’s military badges of the Army, Navy, Air Force and Merchant Navy. In the centre near the bottom is a beautiful carving of a nurse holding a sheaf of red poppies, along with a quote from then Prime Minister William Lyon McKenzie King’s speech made at the official opening

of Sunnybrook Hospital on June 12, 1948.In the centre of the wall is a beautiful waterfall feature with the words ‘Lest We Forget’ inlaid in polished brass. Beside this, in a niche, under the words ‘Reflections and Remembrances’ is a history book highlighting the history of Canada’s military services and an overview of Sunnybrook’s history as a Veterans’ hospital. There is space at the back of the book for people to share their thoughts and reflections.

Bob Dale, Chair, Veterans Advisory Committee of the Board touches the new Veterans Honour Wall at the unveiling event. Photo courtesy Sunnybrook Communications

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The Sunnybrook Volunteer—June 2009, Page 2

Honour Wall ... continued from page 1

Here are some of the comments I read:“We will never forget what the men and women did for me and my country a long way from home.”“Thank you for protecting the best country in the world, ‘God Bless You All’.”“A fine tribute. Thank you for the care of my father.”“My Mother would have loved to

see this.”“Good job Dad.”“Magnificent work.”A staff member: “I am so proud to be a part of Sunnybrook Veterans.”“With thanks to the Canadian troops who liberated my family and me in 1945.”“Love to caring volunteers.”My first impulse when I saw these

beautiful carvings was to touch them but I resisted until I was told, “Go ahead, it’s meant to be touched.” Touching the carvings made me feel even closer to the spirit of the memorial. “I urge all of you to take a few minutes when leaving at the end of your shift, or before you start, to visit and be moved and impressed by this beautiful memorial to those who served our country.

2009 Staff Education Awards Presented

SVA president, Phyllis Epp, presents 2009 CESF awards to L-R: Alexander Tran, Jeffery Andrion, Ioana Nistorescu, Ben De Mendonca and Denise Ashman. Nancy Bowers-Ivanski, Seline Hune and Ellen Ni Li also received awards. Photo by Jennifer Ling.

By Phyllis Epp

On March 12, 2009, I had the pleasure of attending the 2009 presentation of the SVA’s Continuing Education Support Fund Awards (CESF) to a number of deserving staff members. These cash and book awards are presented each year by the Volunteer Association to applicants who are

attending college or university and have demonstrated an interest in the areas of Geriatric Care, Health & Safety or Wellness & Nutrition.

Receiving $2000 cash awards this year were:

• Denise Ashman, H.R. Claims Assistant, Occupational Health

• Nancy Bowers-Ivanski, Manager, Recreation Therapy

• Ben De Mendonca, Engineering Student, Quality and Patient Safety

• Ioana Nistorescu, Staff Nurse, K3C

continued on page 3 see Awards

Another volunteer term has ended and we can look forward to a summer break.

Socially the year began with a barbeque, then the recognition luncheon hosted by the hospital and concluded with a Victorian Tea.

In February, at a reception in the newly renovated Emergency Department, which the SVA is funding, we presented the Foundation with a cheque for $150,000 as a

further installment on our pledge of $1,500,000.

The terms on the Board of Sandra McBride, Sheila FitzGerald and Louise Dawson have been completed. On your behalf I thank them for all the work they have done. At the AGM a new Board will be installed by Margaret Heyland of HAAO Region 6. The business of our Association is managed by the Board. Please give them all your support.

The Sunnybrook Volunteer Association is a diverse group working in different areas and even different buildings: the Veterans Centre, Odette Centre, Holland Centre, the Acute Care hospital and the Greenhouse. Despite this we are a cohesive group all working to fulfill the mission of our Association.

My hope is that all of you enjoy volunteering and feel rewarded in your own way at the end of each day.

With best wishes for a relaxing peaceful summer,

Phyllis

The Sunnybrook Volunteer—June 2009 Page 3

A Message from…

Phyllis EppPresident, Sunnybrook Volunteer Association

A Message from…

Katherine AlexopoulosDirector, Volunteer Resources

The weeks leading up to summer are always very busy. This year has been particularly busy with preparation for the summer student program, relocations and construction in OCC, pandemic planning and the Career Fair, to name just a few.

The Career Fair, May 20, was a huge success. Thank you to Carol Banks, Misha Moitri (summer student in Volunteer Resources) and the Student Volunteer Committee for organizing this wonderful event.

Volunteers in the Odette Cancer Centre have had to contend with disruptions to space, some temporary and some permanent. We appreciate their cooperation and patience during these transitions.

Schulich Heart Program redevelopment continues. Although there have been some delays, renovations are starting and some inpatient beds will soon be relocated. We will continue to keep you informed.

At the M1 greeters desk we are trying out a second volunteer on duty at peak times to provide a “walking” escort to help patients and visitors find their way to their destination in the hospital. This is a busy overwhelming place and we feel this additional level of service will help ensure a positive experience for those coming in our main entrance.

Since the spring, we have been reviewing our pandemic plans as a result of the H1N1 flu. The hospital has a plan and is prepared to put it into action. Even if a pandemic is declared you will be able to continue volunteering. The choice will be yours, but our hope is that you will carry on in either your regular service area or another role, if needed, unless we advise you otherwise. We will communicate all pertinent information to you as necessary.

Although our summer student volunteers assist in some areas, many of you still come in to volunteer during July & August and we thank you for that.

We wish everyone a safe, restful and enjoyable summer! Thank you to each of you for your contribution of time and caring.

Katherine Alexopoulos Phyllis Epp

Receiving $500 book awards this year were:• Jeffery Andrion, Physiotherapist, Rehab• Seline Hune, APN, Veterans Centre• Ellen Ni Li, Registered Practical Nurse, LGSE• Alexander Tran, PAA, Emergency Services

It was an honour to be able to meet with these deserving candidates and present the Association’s awards to support their ongoing education.

Awards ... from page 2

The Sunnybrook Volunteer—June 2009, Page 4

By Bill Toyne

Have you ever been in a situation where you felt totally helpless, anxious and intimidated? This was the question Kathryn Troy of Organizational Development asked the Sunnybrook Volunteers attending a Lunch and Learn session.

The key to defusing negative emotions and finding a positive outcome when patients or their families become upset is to empathize with their position and concerns.

The best place to start is by recognizing that very few patients, families or friends are here because they want to be. Hospitals can be perceived as intimidating and impersonal institutions where rules and processes are more important than individuals. This impression can lead to frustration, anger and even panic on the part of the patient and/or family.

Our volunteers can play an important role in diffusing the situation and in reassuring patients and family members that Sunnybrook does indeed care about each and every one of them. This Lunch and Learn entitled, “Dealing with Upset Patients and Families” was designed to assist us in managing these situations. Here are some of the tips Kathryn offered:

• Step back, try to get your own emotions in a neutral zone

• Actively listen to identify the problem (often not immediately apparent)

• Ask questions to help refine the problem

• Try to find points on which you can agree

• Maintain a calm, focussed attitude

• Suggest options that will lead to a solution

Lunch & Learn On Dealing with EmotionsProvides Valuable Advice for Volunteers

Kathryn’s presentation was supported by film clips, an analysis of the factors and triggers that can lead to anger and crisis, and techniques that can diffuse an emotionally charged situation. With these tools in mind, volunteers were asked to role play a scenario involving the mother of a seriously injured young man.

Louise Steel, a volunteer attending the session felt the role playing reinforced what she had learned. Louise

Green Thumbs Plant SalesGreenhouse reopens Mon. Sept 14

Book SalesFri. June 19, July 17, Sept 18

Summer Student Volunteer ProgramThurs. July 2 – Mon. Sept 6, 2009.

Lunch and Learn session helps voluteers deal with upset patients and families.

recommended that, wherever practical, volunteer learning sessions use this technique. She also appreciated the handouts that helped her review what she had learned.

Remember, when you are faced with a challenging situation, “No one is more cherished in this world than someone who lightens the burden of another.”

Watch for the next Lunch and Learn. Seize the opportunity.

Mark Your Calendar!Regular Adult Volunteer Service ResumesTues. Sept 7 for those areas staffed by summer students

Fall Theatre TripShaw Festival: Wed. Oct 14Lunch: Prince of Wales HotelMatinee: Born Yesterday

The Sunnybrook Volunteer—June 2009, Page 5

Urology Clinic a Rewarding Experience for This Caring Volunteer TeamBy Stacey McIndless

The Urology department at Sunnybrook comprises five specialists in Urology: Dr. Robert Nam, Dr. Lawrence Klotz, Dr. Sender Herschorn, Dr. Ronald Kodama and Dr. Leslie Carr. Each has a reputation for being interested, knowledgeable and skilled in what might be termed ‘sub-specialties’ and all are professors or assistant professors at the University of Toronto. Supporting these doctors are several nurses and technicians, fellows, residents and secretarial and clerical staff.

Three very special and dedicated volunteers also play an important role in this busy clinic. They are Joanna Macdonald, Nick Hooper and Anne St. Rose. Nick and Anne are relatively new to volunteering. As a recent retiree, Nick was looking for something to put some ‘structure’ into his days and has been at the hospital since 2004. After retiring a year ago from a 20-year career at Sunnybrook, Anne decided she wanted to stay connected with her supportive and nurturing former employer and help in any way she could. Joanna, a lifelong volunteer, also feels the need to give something back to the community in which she lives. She has been with Sunnybrook for approximately 10 years.

Three people following different paths arrive at this clinic, but all seem united in their reasons for being here. They are able to connect with people in a kind and caring way to alleviate stress and answer questions that nurses, technicians or secretaries don’t have time for in such a busy clinic.

A cystoscopy is a procedure which allows a doctor to see inside the bladder and urethra. During a cystoscopy a doctor may also take

a biopsy (a small tissue sample for examination under a microscope). Urodynamics is the investigation of functional disorders of the lower urinary tract, i.e. the bladder and urethra. These procedures can cause a high degree of stress in some patients.

Anne related the story of a patient who arrived at the clinic uncomfortable with and in denial of the need for a cystoscopy. A few informative and encouraging words helped him decide to continue with the procedure.

Many patients also arrive at the clinic for a post operative consultation or as new patients coming in for an initial consultation, having been referred by their family physician. On any given day between 15 and 30 different

procedures are performed and 10 to 15 patients are seen as new or post operative consults. “I think of myself as a traffic controller” says Joanna.

In addition to these duties, volunteers ensure that rooms and stretchers are tidied between patients and that there are ample supplies of sheets, gowns and slippers at the ready. They also support secretarial staff by retrieving newly printed hospital cards or delivering paperwork to another department in the hospital.

These are not typical days in the life of many volunteers, but to the volunteers in the cystoscopy clinic, they are enjoyable, rewarding and often extremely uplifting.

Joanna Macdonald, Nick Hooper and Anne St. Rose bring valued support to staff and patients alike at Sunnybrook’s busy Urology/Cystoscopy clinic. Photo by Lena Koh

The Sunnybrook Volunteer—June 2009, Page 6

By John McKinnonThe sun was shining and spring was definitely in the air on April 27th when the Sunnybrook Volunteer Association Board of Directors hosted a Victorian Afternoon Tea. Blossoms were everywhere…on the many flowery frocks, hats, tea cups and centrepieces.

Over 125 volunteers attended the first annual SVA Victorian Tea held in the McLaughlin Auditorium. Authentic English tea sandwiches were served including cucumber and dilled sour cream, salmon pinwheels and watercress with herbed cream cheese.

Desserts included lemon and raspberry tarts, pound cake, toffee scones, lemon poppy seed scones, chocolate macaroons, ginger snaps and wafer cookies.

An assortment of teas was also served. While enjoying this lovely fare, we were all entertained by the magical fingers of Roger Broadbent who regaled us all with tunes from the past. Many have suggested that next

year we have song sheets and a sing-along with Roger.Several volunteers brought their own special tea cups to enjoy their tea and shared wonderful stories about these cups. Perhaps next year we can have a contest for the oldest tea cup! Many ladies also wore beautiful spring hats for this festive event fit for royalty. Next year we may have a Fancy Hat contestSeveral door prizes were handed out with four very excited winners. There were also wonderful handouts about the history of the Victorian Tea and some recipes for delectable tea dainties, provided to us by Dorothy Duncan from the Culinary Historians of Ontario.All the feedback has been very positive and those who attended the Tea had a marvellous time. It was truly the “social event of the season”.Mark your calendars for next year’s Victorian Tea on April 14th. Looking forward to seeing you there!

Victorian Tea a Royal Success!

The Sunnybrook Volunteer—June 2009, Page 7

In MemoriamOur thoughts go out to family and friends.

Arthur Sellers, February 2009Dawn Shannon, March 2009Ted Leishman, April 2009John Keene, May 2009

(Ted Leishman was a past Director and Treasurer of the Sunnybrook Volunteer Association Board.)

Have You Visited Our Website Yet?

Just a reminder that the Sunnybrook Volunteer Association now has its own webpage on the Sunnybrook Health Sciences Centre website www.sunnybrook.ca.

You can access our web pages by clicking on “Volunteers” at the main menu and selecting “Volunteer Association”.

The SVA website has up-to-date information on our mission and role, our committees, and our fundraising activities.

You can also browse through back issues of the newsletter and check out the current “Calendar of Events”.

If you have not done so already, visit the SVA website today and give us your feedback, including your suggestions on what we can do to improve it!

Notes and Reminders…Ø Have you signed up yet for the Fall Theatre Trip

on Oct. 14th to the Shaw Festival? For only $123 you can enjoy the company of your colleagues for a trip to Niagara-on-the-Lake, lunch at the Prince of Wales Hotel and a matinee performance of Born Yesterday. Sign up sheets are in the sign in rooms now. Don’t miss it!

Ø Congratulations to John McKinnon for obtaining a corporate grant of $1,000 from Scotia Bank under their employee and retiree volunteer support program. The money will be used to purchase a digital scale for the Odette Centre. If you have a similar opportunity with your employer, give it a try – it works!

Ø A reminder that most volunteers are now picking up their copy of The Sunnybrook Volunteer in the sign-in rooms rather than receiving it by mail. If you need to have the newsletter mailed to you, you must contact Sheila Young in the SVA office to get on the special mailing list.

Ø Sales of the SVA’s Heritage Homes Greeting Cards are an important source of revenue for your Association. If you want to help, you can pick up boxes of the cards on consignment from Sheila Young and sell them to your friends around the hospital and in the community. The cards are also for sale on the Shop Sunnybrook website www.shopsunnybrook.ca under “Gift Items”. Spread the word!

Ø Do you have a nice urn or vase in your closet that is looking for a good home? The Silk Flowers volunteers (Late Bloomers) are looking for small containers suitable for use in making their flower arrangements. Containers can be dropped off at any of the volunteer offices.

Ø The Archives Committee wishes to remind volunteers of its ongoing interest in valuable memorabilia such as smocks, vests, jackets, pins, badges or photographs with historical significance. If you have items of interest, please bring them to Sheila Young in the SVA office, E1-16.

Ø And finally – this month sees the completion of Phyllis Epp’s tenure as president of the Sunnybrook Volunteer Association. Phyllis has provided an encouraging and steady hand for the board during a period of significant transition. For this we thank her.

The Sunnybrook Volunteer—June 2009, Page 8

Newsletter CommitteeJohn Lang, Editor; Phyllis Epp, ex-officio;

Joan Willingham, Stacey McIndless and Bill Toyne, membersDesign: Lorraine Hunter Printing: Sunnybrook Print Shop

The Newsletter Committee welcomes input from members interested in joining Board Committees, helping out at SVA events, researching and/or

writing articles for the newsletter, or taking photographs. If you are interested in getting involved, please contact us at:

Sheila.young@sunnybrook.ca© Sunnybrook Volunteer Association 2009

ISSN 1918-7637 The Sunnybrook Volunteer

SVA Board Meeting HighlightsBy Nancy Gyokeres, Secretary

These highlights are from the March 10, April 14 and May 12, 2009 meetings of the Board of Directors of the Sunnybrook Volunteer Association:

• The work of the Archives Committee continues. A master binder has been created and will be updated regularly. Photo albums have been assembled and photos identified. Minutes and newsletters have been sorted and filed. Further work will be done on financial statements and records, the by-law and incorporation papers, press clippings, service pins and badges and handbooks.

• Plans continued for the SVA’s initial Victorian Afternoon Tea on April 27. Other events in the planning stages were the AGM and the Shaw outing on Oct. 14.

• Green Thumbs had a successful sale, at which they were sold out at the Toronto Botanical Garden. This was followed by the Easter basket sales in the hospital and projects outside the hospital. Volunteers may donate containers by dropping them off at the greenhouse in the mornings.

• In April, Board Members approved the budget for the coming year while agreeing to curb expenditures as much as possible. The proposed slate of nominations to the SVA Board was approved.

• Volunteers have their own section on the Sunnybrook website at www.sunnybrook.ca. A calendar of events concerning Volunteers is maintained there. Included are dates for book sales, refresher orientations, meetings and social events.

Welcome New Volunteers!

Beth Jones, Book CartYeganeh Daryaiour, OCC LabFremie Almeida, Geriatric Day HospitalBrian McConville, K Wing Wheelchair EscortJanet Hennick, EmergencyAnjuli Little, Nuclear MedicineAdnaan Bhyat, Emergency DepartmentPatrick McNamara, K Wing Wheelchair EscortCarolyn Knightley, OCC ClinicAimee Grigg, Emergency DepartmentDean Cunanan, K Wing Wheelchair EscortTisha Persaud, Patient VisitingBarbara Lubarsky, OCC ClinicTrista Kelly, Emergency DepartmentHrag Kerkezian, Geriatric Day HospitalHelen Qiu, Nuclear MedicineDianne Scott, Gift ShopJean MacPherson, M Wing Wheelchair EscortGrace Mendes, Mammography ClinicAnna Halimon, Geriatric Day HospitalThai Bowers, Health Information CentreLea Gammage, Creative Arts ProgramRubel Woldeselassie, Medical ImagingPhillippe Chartrand, M Wing Wheelchair EscortRohina Dhunjeebhoy, Health Information CentreSherif Mikhail, Emergency DepartmentShahnaz Chaudhry, Pain ClinicSelme Maxwell, LTC Coffee ServiceLynette Logue, GreenthumbsKischa Dominic-LaRoche, HC Gift ShopHanna Tsehaye, HC Gift ShopAnn Kay, HC Patient Support

Anthony PereraOmer Ogas BashirGlen CameronLaurisa DillDouglas GoudieBarrett McDonaldGary OtsuPatricia PhillipsWally RobusEglantina SotaAnne St. RoseSagitha SundareswaranNaaznin Toorkey

First Anniversary Volunteers(For February, March, April)