By Mel Rubenstein

Contributor

We appreciate what goes on in the emergency rooms of our hospitals when lives are put into the hands of highly qualified doctors and nurses. But, what happens to the loved ones and caregivers who accompany those patients and nervously wait for the results? This is where volunteers become very important, volunteers who are especially trained for ED situations. That is why Mary Hagen, Volunteer Coordinator at St. Joseph’s Hospital, has recommended that Sue Boone be featured as the Volunteer of the Month.

Sue was born in Brockton, Massachusetts, moved to Albany where she attended Marylrose Academy and went on to earn a master’s degree in Classroom Teaching at Plattsburgh State University. Sue first met Jim Boone in grade school, and then again in December, 1971 when she was teaching and he was home on leave from the Newport Naval base. They were married the following August.

Two weeks after they were married, Jim’s ship was homeported in Athens, Greece. Sue travelled to Athens where they lived for a year and a half until Jim’s discharge. Sue taught 1st grade at the American Community School in Northern Athens. Jim’s ship was out to sea 60 percent of the time.

When Jim left the Navy, the Boone’s returned to the States and have enjoyed living in many areas of our country. In 1989 they moved to Syracuse with their two children where Jim worked at Carrier Corporation. Sue taught at Bishop Grimes for the next 23 years until her retirement in 2013.

In July, 2008, while vacationing on Cape Cod, Jim suffered a traumatic brain injury while on a recreational water craft. He was rushed to the emergency room of a nearby hospital where he had lifesaving surgery. Sue said, “I will never forget that experience. The emergency room nurses, doctors and all of its personnel took such excellent care of my husband. I will also never forget Mary, the volunteer who quietly and calmly stayed by my side and helped me maneuver the shock and fear I was feeling that night.” Over the next year, Jim had 3 more brain surgeries and numerous therapies on his long road to recovery. Now, 10 years later, Sue says; “Thanks to excellent medical care and his own determination Jim is a walking miracle.” “Mary, that calm, steady volunteer, had a huge impact on my life that I will never forget.”

By 2013 both Jim and Sue had retired, but it didn’t take long to realize that they each needed something structured in their lives. They wanted to give back to society and to those who needed help. One day, while in the Destiny Mall, they encountered a symposium with several organizations looking for volunteers. Jim began to volunteer for the American Red Cross, but Sue had other ideas. She never forgot that experience on Cape Cod or the volunteer who had made such a difference for her. So, she decided to look for a volunteer opportunity in the emergency room of a Syracuse hospital.

In March 2014 Sue had an interview at St. Joseph’s Health. When asked how she wanted to volunteer, she answered; “I would like to volunteer in the ED,” and explained about her experience on Cape Cod.

After the hospital completed a background check, Sue completed an orientation program which included shadowing Lobby Ambassadors in order to learn her way around the hospital. She followed them all over the hospital in four hour shifts on 3 different days. She also spent time at the main desk learning about its functions and the computer technology available. Then it got a little more interesting for Sue when she attended a 3-hour seminar focused on volunteering in the ED. She was given an informational handbook and shadowed experienced volunteers in the performance of their duties for 3 hour shifts on 3 different days. Sue felt the orientation at St. Joe’s was very beneficial and when orientation was completed she felt prepared and committed to volunteering in St. Joseph’s ED twice a week in the afternoons, something she still does today.

Sue’s duties include keeping the blanket warmers full and the coffee stations well stocked. Other duties include responding to nurses’ requests to provide water or food for a patient, bringing patients through discharge and generally helping people find their way to where they need to go. Helping patients orient to their private room is also something Sue does as a volunteer. Making sure they know how to use their TV and phone, adjusting their bed and lights is often a big help. An extra pillow, box of tissues, or another warm blanket also offers comfort. Sue said her favorite part of volunteering is visiting with each patient and their families. “Sometimes a patient is alone, fearful, may speak little English or has no family. I spend extra time with them.” Sue added; “Long hours waiting is to be expected in any ED and patients appreciate someone to keep them company and to help pass the time.”

When asked what happens when a patient passes away Sue answered that the Charge nurse will notify her that a patient has passed and that his or her loved ones are either on their way or are in the private waiting room. At that time Sue serves as a liaison between clinical staff and family and offers water, coffee, tissues or any other needs requested. Sue feels it is important to give them their privacy but to continue to step in to see if they need anything, assist with phone calls, or contact spiritual care. Being a calm presence is what Sue says helped her most. “These are the difficult times, but when you hear the lullaby, you can’t help but feel a smile.” Every time a baby is born in St. Joseph’s Health a brief lullaby is played throughout the hospital and it makes people smile. Sue said; “I find the hospital and especially the ED to be like a family… life happens there.”

To make sure that everyone is up to date on procedures all volunteers complete an annual in-service review. There is also an annual health checkup for volunteers.

Volunteers are very much appreciated at St. Joe’s. Sue said she really enjoys attending the annual luncheon that St. Joseph’s sponsors where volunteers are recognized for their service. She is proud of the 800 hours she has volunteered, but is amazed at the thousands of hours some have accrued over 40 years of volunteering at the hospital. “We are all appreciative of the pins that are given to those who have achieved various hours worked milestones.” Another way volunteers are recognized at St Joe’s is during the annual Volunteer Appreciation Week which is held in the spring as well as “soup week” in December.

In addition to volunteering, Jim and Susan Boone enjoy going to the gym at the Carrier Wellness Center where they keep fit and meet other retirees. They also enjoy taking walks, reading, and renovating their home in Fayetteville and visiting their granddaughter in Saratoga Springs.

For information on volunteering at St. Joseph’s Hospital go to, [email protected].

To recommend someone with a stellar record of volunteering to be featured in this column please contact Mel Rubenstein: [email protected] or 315-682-7162.