Careers at UW Health

Grateful Patients and Families: Thanking Nurses and Unexpected Surprises

Grateful Patients and Families: Thanking Nurses and Unexpected Surprises

Patients and family members often say how thankful they are for the care they received at UW Health.

Their gratitude is sometimes focused on a nurse who left a memorable imprint on their hearts forever. So much so that they regularly express their appreciation by writing “thank you” letters in the form of DAISY Award nominations.

Because their heartfelt words speak volumes about the special way nurses touched their lives, we asked several grateful patients and family members to read these notes of appreciation to their nurses, on camera, as a special surprise for their nurse. What the readers didn’t know is that they would be the ones being surprised.

Sue and Amy

Louise, Maribeth and Katie

Jamie Hartwig and Luray Ford

https://youtube.com/watch?v=02EOtmg_Xmw%3Frel%3D0

Nathan Fox and Brandon Bendall

https://youtube.com/watch?v=ZnQn1HBWaLc%3Frel%3D0

Maria Christina Jackson and Amber Vozka

https://youtube.com/watch?v=Y3GXAaNBS84%3Frel%3D0

Amber Noggle and Sam Griesser

https://youtube.com/watch?v=h4JW7YuHwqM%3Frel%3D0

Another way we recognize our remarkable nurses is to ask them to read “something” on camera, and they soon discover that it’s a “thank you” from a patient or family member.

Ann Arnold

https://youtube.com/watch?v=4GLSbIuAKq0%3Frel%3D0

Neelam Shrestha

https://youtube.com/watch?v=Ny4ye2UuH6M%3Frel%3D0

Thank you to all UW Health nurses. You are remarkable.

Nursing research: How can we better support triage nurses?

Triage nurses on the frontlines of the COVID-19 pandemic are charged with making complex decisions as patients call in with lists of symptoms and nurses work to ensure that patients receive timely and appropriate care, which may require being seen in person or monitored differently.

This balancing act is further influenced by the reality of working with a previously unknown virus, which results in often changing guidelines and resources to guide care, and the concern of overburdening hospitals and clinics – all the while recognizing the potential consequences related to the spread of the pandemic and individual patient outcomes.

Élise Arsenault Knudsen, PhD, RN, ACNS-BC, is a co-investigator at UW Health for a multi-site study to better understand and model how nurses make triaging decisions during the COVID-19 pandemic.

“We’re interested in how nurses are making decisions and what resources are available to them in their work environment to guide their decision-making,’’ says Arsenault Knudsen.

She was invited to join the study by colleagues at the University of Iowa, including principal investigator Priyadarshini Pennathur, PhD, and co-investigators, Laura Cullen DNP, RN, FAAN, and Stephanie Edmonds, PhD, MPH, RN. The study team has received funding from the National Science Foundation (NSF) through a rapid response research grant to explore what resources nurses use for decision-making, understand the cognitive work of triage nurses, and how nurses’ perception of risk influences their decisions during a pandemic.

After attaining Institutional Review Board (IRB) approval, the researchers plan to use transcripts of phone calls during the peaks of the COVID-19 pandemic and analyze non-clinical data from those calls. They also hope to use screen capture technology to show which resources nurses use, and likely toggle between, to guide their decision making. They will then interview between 40 and 60 triage nurses at UW Health and the University of Iowa to understand their cognitive process and their perceptions of risk.

“Our goal is that once we understand how decisions are being made, we can design tools to help facilitate decision making and better support our triage nurses,’’ she says.

Arsenault Knudsen is the clinical nurse specialist for research and evidence-based practice at UW Health. Her job is to support nurses across the healthcare system to do research and to use research evidence in their practice. Her program of research explores ways to support nurses to change their practice, while accounting for the dynamic context in which nurses work, to optimize patient outcomes.

She says during the COVID-19 pandemic, she has seen research the timelines for research accelerated, including at UW Health.

“Traditionally research studies take months and even years to get off the ground, but NSF funded us in a matter of weeks and the approval processes, including the IRB, are moving at lightning speed,’’ she says.

UW Health is a site for multiple clinical trials involving COVID-19 treatment, which means nurses are not only caring for these patients, but they are also supporting research protocols that will help us to learn more about how to treat them.

“It’s been fascinating to see how quickly studies are getting up and running, patients are being enrolled, and the teams are coming together to accelerate knowledge and treatment for patients here, and all around the world,’’ she says. “These nurses are doing amazing things.”

2020 UW Health Nursing Excellence Award Winners

In late 2019, the World Health Organization deemed 2020 “The Year of the Nurse.” Although it may seem as though COVID-19 has overshadowed this theme, we think it has amplified why 2020 is The Year of the Nurse, more than ever.

During National Nurses Week, May 6-12, we thank and honor all UW Health nurses for banding together in the face of this worldwide pandemic, with grace and dedication. They are on the frontlines bravely facing whatever comes their way. They are heroes and we are forever grateful.

Nurses Week also gives us a distinct opportunity to pay special recognition to a few exceptional employees who exemplify compassion, skill and an outstanding commitment to patient care and the professional practice of nursing.

We are proud to announce our 2020 Nursing Excellence Award recipients and nominees.

Meet Our 2020 Nursing Excellence Award Recipients

Support Staff, Clinical: Catherine Jones, Medical Assistant
Support Staff, Clinical: Catherine Jones, Medical Assistant
Support Services, Non-Clinical: Patrick Van Eyck, Health Unit Coordinator
Support Services, Non-Clinical: Patrick Van Eyck, Health Unit Coordinator

Rising Star: Fiona Bennett, BSN, RN, Pediatric ICU
Clinical Nurse, Clinics: Anna Bast, BSN, RN, Family Medicine
Clinical Nurse, Clinics: Anna Bast, BSN, RN, Family Medicine
Angela Kurth, BSN, RN, Cardiac ICU
Clinical Nurse, Critical Care: Angela Kurth, BSN, RN, Cardiac ICU
Clinical Nurse, Home Health and Coordinated Care: Amber Brunner, MSN, RN, Coordinated Care
Clinical Nurse, Home Health and Coordinated Care: Amber Brunner, MSN, RN, Coordinated Care
Clinical Nurse, Medical: Eden Larson, BSN, RN, Medical and Surgical
Clinical Nurse, Medical: Eden Larson, BSN, RN, Medical and Surgical
Clinical Nurse, Pediatrics: Katie Elmer, BSN, RN, Pediatric General Medicine/Surgical
Clinical Nurse, Pediatrics: Katie Elmer, BSN, RN, Pediatric General Medicine/Surgical
Clinical Nurse, Surgical: Alyssa Holt, BSN, RN, Medical/Surgical and Short Stay
Clinical Nurse, Surgical: Alyssa Holt, BSN, RN, Medical/Surgical and Short Stay
Clinical Nurse, Surgical and Procedural Services: Sally Temple, RN, Operating Room
Clinical Nurse, Surgical and Procedural Services: Sally Temple, RN, Operating Room
Primary Nurse: Ann Shefchik, BSN, RN, Pediatric ICU
Primary Nurse: Ann Shefchik, BSN, RN, Pediatric ICU
Leadership and Advanced Practice: Nicole Kalscheur, MSN, RN, Employee Health and Wellbeing
Leadership and Advanced Practice: Nicole Kalscheur, MSN, RN, Employee Health and Wellbeing

2020 Nursing Excellence Award Nominees

UW Health recognizes all nominees for their valued contributions to patient care:

Amy Alexander
Kimberly Ashford
Parvin Bandarabad
Cheryl Bass
Anna Bast
Ann Bellings
Melissa Beltran
Fiona Bennett
Kristi Birkle
Mary Blum
Jessica Brockner
Amber Brunner
Whitney Buss
Barbara Byrne
Andreya Carman
Tami Cecil
Susan Chandre
Anya Collard
Jennie Corey-Heinrich
Suzanne Daugherty
Ann Dehn
Ariel Demont
Shiloh Dolphin-Mack
Brittany Douglas
Steven Drevlow
Rachel Edwards
Jennifer Ekezie
Kathryn Elmer
Aja Elvord
David Erickson
Cynthia Essex
Rikki Flint
Renee Floyd
Angela Foster
Sarah Frank
Nicole Gardner
Jennifer Goodwin
Kelli Gross
Jennifer Hackenmiller
Alma Hajdari
Pamela Hall
Tyler Hardyman
Kaitlynn Harkonen
Mary Herman
Emily Hertel
Alyssa Holt
Meghan Holum
Carly Hood
Susan Hopkins
W. Steven Hughes
Christy Hunter
Heather Hustad
Elizabeth Johnson
Catherine Jones
Jennifer Kakuske
Nicole Kalscheur
Catherine Kellihan
Sarah Keyes
Stephanie Klock
Jennifer Kooiman Mohr
Jacob Kopmeyer
Angela Kurth
Karen Lacy
Erika Lang
Sara Larsen
Eden Larson
Earlene Laudin
Nicole Laufenberg
Caroline Ledbetter
Carrie LeMahieu
Janna Lewis
Jeremy Lins
Wittnee Linscheid
Peter March
Emily Maritato
Janean Marr
Karen Marvin
Nicole Marx
Courtney Maurer
Linda McKenna
Ro Mean
Alicia Meier
Marguerite Milanowski
Eden Miller
Dawn Mills
Marcie Mitchell
Lisa Moyer
Janessa Muchow
Ann Nelson
Elizabeth Niblack-Sykes
Andrea Noeske
Mary Ellen O’Leary
Arianna Opsahl
Christopher Plampin
Laura Potamousis
Carrie Pulvermacher
Joseph Ramia
Rohenie Ramnarine
Brooke Ramsey
Shelly Reyzek
James Russell
Robert Scheel
Megan Schroeder
Melissa Schwab
Ann Shefchik
Jenna Shinstine
Erik Sikora
Sara Stewart
Brittany Stombaugh
Justin Strom
Mary Sutter
Sally Temple
Kusumam Thayyil
Nancy Tschoeke
Patrick Van Eyck
Danielle Varnell
Michele Voss
Teresa Wagner
Kelsey Walsh
Michele Warnke
Joan Watson
Megan Webber
Jennifer Weber
Heide Weiss
Kathryn Wellenkotter
Mary Faith Welling
Sara Westra
Jacqueline White
Steven Wiese
Terrance Wilde
Emily Wilhelmson
Samyej Xiong
Hushee Xiong-Vang

Meet our nursing executive leaders

Rudy Jackson, DNP, MHA, RN

Rudy Jackson, DNP, MHA RN, CENP

Senior Vice President, Chief Nurse Executive

Rudy Jackson came to UW Health in August 2020 and brought with him a fresh perspective on nursing leadership. This resulted in the expansion of UW Health’s executive nursing leadership structure to include a total of four Chief Nursing Officers to improve access and support to direct care RNs in all practice settings. In addition, Rudy fully embraces a transparent nursing shared governance structure to ensure that RNs are partnering with leaders in shared decision-making to help further shape and improve professional nursing practice and patient care at UW Health

Michele McClure, MSN, RN
Michele McClure, MSN, RN

Vice President,
Chief Nursing Officer-University Hospital
Anne Mork, MSN, RN
Anne Mork, MS, MHCDS, RN

Vice President/Chief Nursing Officer,
Ambulatory and Nursing Support Services
Luke Sticht, MSN, RN, CNML, CCRN-K
Luke Sticht,
MSN, RN, CNML, CCRN-K

Vice President/Chief Nursing Officer, American Family Children’s Hospital
Nicole Kalscheur, MSN, RN
Nicole Kalscheur, MSN, RN


Chief Nursing Officer, East Madison Hospital

UW Health’s Susan Gold Named Magnet Nurse of the Year

On Oct. 12, 2017, at the national Magnet conference held in Houston, Texas, UW Health nurse Susan Gold, BSN, RN, ACRN, was named “Magnet Nurse of the Year” for Exemplary Professional Practice, by the American Nurses Credentialing Center – one of the top honors a nurse can achieve.

Gold, who received the Nelson Mandela Fellowship earlier this year, was honored for more than 25 years of exceptional nursing practice and her educational efforts in Africa, to raise awareness among adolescents about HIV and AIDS.

Gold was joined at the Magnet conference with UW Health nursing leaders and colleagues.

“I felt so honored and reminded, again, why UW Health is the best place to be a nurse,” stated Gold. “This award is a reflection of all the support I’ve gotten from nursing co-workers, managers and nursing administration over the past 26 years.”

During her introduction of Gold at the Magnet conference, Beth Houlahan, DNP, RN, CENP, UW Health Senior Vice President and Chief Nurse Executive, said:

“At the intersection of the art and science of nursing, all roads lead to Susan Gold. While she came to the profession of nursing later in life she did not waste any time improving the health and well-being of the individuals and communities she served both locally in Wisconsin and across the globe in East Africa. Susan embodies all the tenets of a Magnet nurse.”

We are Magnet … Again

On Oct. 18, 2018, at 11:30 a.m., the Magnet Commission for the American Nurses Credentialing Center (ANCC) called Beth Houlahan, DNP, RN, CENP, UW Health Senior Vice President and Chief Nurse Executive, who was anxiously waiting with a room of approximately 300 UW Health colleagues, to announce that UW Health has once again, been re-designated as a Magnet® organization.

This is very exciting news for UW Health and its patients, considering that the Magnet re-designation application process gets more rigorous each time an organization re-applies, every four years. Fewer than 10 percent of all registered hospitals in the United States receive Magnet designation or re-designation.

Jeanette Ives, Erickson, DNP, RN, NEA-BC, FAAN, Executive Committee Member for the Commission on Magnet Recognition, ANCC, delivered the exciting news to Dr. Houlahan, congratulating her and the organization, and making a point to call out some of UW Health’s impressive exemplars.

In an emotional speech following the announcement, Dr. Houlahan stated, “I’ve worked for many other organizations and I have to say that UW Health – our nurses, staff and faculty – are simply the best. Thank you for all you do.”

Other leaders shared the same sentiment, thanking all UW Health teams for all they do to make UW Health Magnet.

What is Magnet?

Magnet designation is the most prestigious title a health care organization can achieve for nursing excellence and quality patient care. UW Health is one of 10 Magnet organizations in Wisconsin and one of 448 in the world.

In simple terms, Magnet is a big deal for patients and families – knowing they will receive the highest level of care at a Magnet hospital. For health professionals, Magnet shows that UW Health is set up for excellence. This leads to a sense of pride among faculty and staff in working here, and even more pride in contributing to our vision of providing Remarkable Healthcare to patients and families, near and far.

Caring for Patients in Long-Term Care Facilities

NPs Bring Peace of Mind and Better Outcomes

83-year-old Shirley Ward takes a deep breath as nurse practitioner Elaine Makarowski listens to her lungs. But the checkup didn’t happen in a clinic. It happened in assisted-living facility Waunakee Manor, where Ward lives.

Makarowski, NP, is one of 10 UW Health nurse practitioners who provide care for patients at 19 long-term care and rehabilitation facilities throughout Dane County. The goal of the program is to take primary care services to skilled nursing facility (SNF) residents so they don’t have to leave for care.

That’s important to Ward.

“It means a lot because otherwise I’d have to go across town (to a clinic),” said Ward.

Makarowski said Ward is one of 550 assisted living, long-term care facilities and rehabilitation facilities residents who benefit from the service.

“It provides a picture into her life and the lives of other patients. This is their home. So I get acclimated and get to know them,” explained Makarowski. “My days are flexible. So if a patient needs care, I can find time to see them almost immediately.”

The nurse practitioners say the program reduces stress, improves resident and family satisfaction, increases safety and provides continuity with nursing facility staff.

NPs stay connected and in contact with residents’ UW Health primary care physicians and specialists to deliver care that utilizes both physicians’ and nurse practitioners’ skills and expertise.

Makarowski, who provides care at two of the 19 facilities, said care for both short-term and long-term residents runs the gamut.

“We deal with everything from acute issues and end-of-life discussions to managing prescriptions and hospital orders to make sure they’re correct and clarified,” said Makarowski. “We also ensure safe discharges from SNFs to either home or assisted living, advocate for patients by attending care conferences and many other things.”

The care is identical to the care provided in clinic and that improves patient outcomes, said Makarowski. The NPs have full access to x-rays, ultrasounds and laboratory services.

“Since we get to know our patients very well, we can identify even subtle changes that may indicate a change in condition,” said Makarowski.

UW Health has found that bringing these primary case services to SNF residents has not only reduced emergency department visits and hospital readmissions, it has saved at least $2 million in readmissions.

The program started 20 years ago with one nurse practitioner and has now grown to 10 NPs. And assisted-living residents like Shirley Ward continue to count the program as a blessing.

“It makes me feel great,” said Ward. “I can’t even explain it.”

Devoted to the Patient and Family Experience

Inpatient Staff Lives Up to the Promise

From the time that UW Health at The American Center was merely an idea, the goal has been to create and sustain a truly patient- and family-centered culture in which healthcare addresses the needs of the whole person.

The most recent Press Ganey Guardian of Excellence Award confirms that UW Health at The American Center is living up to the promise.

In November 2017, UW Health at The American Center received the award, given to organizations that sustain performance in the top five percent of those surveyed during the year. To qualify, organizations must perform at that 95th percentile during all reporting periods in the award year. UW Health at The American Center was recognized in the “Patient Experience” category for inpatient care.

Delivering a high-quality patient experience involves managing many diverse components of that experience. Vicki Hill, vice president of clinic operations at The American Center, says that the work begins with data: monthly Press Ganey results are shared in the daily unit huddle and posted on the “huddle board.” Teams discuss the findings and use process-improvement tools to identify and address problems and measure the outcomes.

For example, data showed that more than six percent of specialty clinic patients at The American Center did not have their medical records available for the provider when the patient was in clinic. That resulted in an inefficient workflow and dissatisfied patients. A team including RNs, NPs, schedulers and management identified where the problem was occurring and the root causes underlying it, such as a lack of a central location for hard-copy records.

After implementing three changes in the workflows of schedulers and RNs, the team checked the results, which showed that the number of patients missing information related to their appointment had dropped to zero.

Hill said that transparency about Press Ganey results has prompted several successful improvement projects across teams. The commitment to continuous quality improvement reflects the overall idea behind The American Center site: Well before the building was even designed, groups of patients and family members offered ideas about what it should provide, how it should be laid out and what kind of services and amenities patients would appreciate.

The UW Health Patient and Family Experience Promise sums up the approach. Its three simple principles – listen with compassion, communicate effectively and treat patients with respect – encapsulate what patients and families should be able to expect from UW Health.

“Our staff is continually focused on the well-being of our patients as exemplified by their individualized, compassionate care,” says Senior Vice President, Chief Nurse Executive Beth Houlahan. “When providing our patients with an excellent experience, our staff is always mindful of meeting their needs relative to their mind, body and spirit.”

Seamless Care, Remarkable Results

UW Health and UnityPoint Health – Meriter Partnership

Today’s healthcare industry is changing at a dramatic pace, often propelled by mergers, acquisitions and partnerships allowing healthcare systems to provide care and services to larger regions of consumers.

These changes can seem confusing and complicated to the average person, and even to those who work in healthcare. Concerns can arise about potential depersonalization of care, resulting with patients feeling like they might be treated as a number, that they won’t get to know their provider(s), or that they’ll feel shuttled around.

Fortunately, Christine Schmidt, RN, a patient representative with Meriter, can attest that UW Health and UnityPoint Health-Meriter refuse to let that happen as a result of their joint operating agreement (JOA) and are determined to make it smooth and seamless for patients. A defining goal of the joint operating agreement is to ensure that the right care is provided at the right location.

“I meet with anyone who gets transferred to Meriter from UW Health as part of a pilot to see what process improvement might be needed,” says Schmidt, who’s been in her patient representative role for four years after serving as a labor and delivery nurse for 32 years.

“Medical and cardiac patients over the age of 60 are the main populations that have been transferred from the emergency departments (EDs) at University Hospital and East Madison Hospital. Transitioning these patients to Meriter allows us to place the right patient in the right setting where the care they need can be best provided.”

Since the implementation of the pilot in 2017, Schmidt has met with nearly 40 patients.

“Patients have been extraordinarily kind about the transitions and say that their transfers were smooth,” says Schmidt. “Not one complaint has been voiced.”

This positive feedback reassures Schmidt and leaders of both organizations that the JOA is proving successful in this area, thus far.

“The most important piece of our partnership is to ensure that patient care is not disrupted or compromised in any way,” says Sue Rees, DNP, RN, CPHQ, CENP, Vice President, Chief Nursing Officer-Inpatient. “The work Christine and the service excellence group are doing serves as a great ‘pulse check’ for us, and we’re confident that this success will carry over into all areas of care that we provide jointly.”

Older adults are one particular patient population that Schmidt says “are handled with extra TLC at both UW Health and Meriter.”

“The elderly patients say they feel so taken care of, which is reassuring to hear,” says Schmidt. “They are typically fragile and there is some extra kindness involved in getting them from point A to B very carefully, and in the best way possible. Not one older patient has ever said ‘this doesn’t feel right.’ There literally have been no questions, no qualms.”

Throughout the pilot, Schmidt recalls some instances when little things seemed to matter most.

“There was a 94-year-old patient who was very particular about her hair,” Schmidt said. “She misplaced her Velcro rollers in transit, so I ran out to purchase some for her. She was thrilled.”

Schmidt also comments that one particular gentleman was extremely appreciative of the nightshift nurse who wrapped him “extra tight” in a blanket when he couldn’t seem to get warm.

In addition, it’s communicated to patients that the transfers are not billed to them in any way.

“We let them know that UW Health and Meriter are picking up the tab,” says Schmidt. “These little things and the extra special treatment seem to be the most appreciated.”

Future plans for Schmidt include meeting with infusion patients, to see how services can be improved, given the recent move of some infusion services from UW Health to Meriter.

“Change can be difficult,” says Schmidt. “The key is to continuously review our processes and improve the patient experience to ensure the care each person receives is seamless. Our hope is to make it better than ever before.”

Removing the Stigma from Eating Disorders

When someone is diagnosed with cancer or another commonly known disease, the natural reaction is sympathy. Sadly, that same reaction doesn’t always result in the case of eating disorders. There is often a stigma surrounding them – a tendency to not view them as “real” sicknesses or diseases – and often times, to not want to talk about it.

Nurses and other care team members on the P5 unit at American Family Children’s Hospital are working hard to make sure that stigma does not exist.

Windy Smith, MSN, RN, nurse manager of P5, explains how her team is caring for patients with these very real disorders that present very real physical issues.

“We have a specific list of criteria for an eating disorder admission, which includes symptoms such as vital sign instability, rapid weight loss (in a two-week period of time), heart rate below 50, body temperature below 96 degrees, heart electrical disturbances, electrolyte imbalance and actively refusing food,” Smith explains. “When we see a patient who’s presenting with these symptoms, they are admitted with the goal of getting them medically stabilized. Having an eating disorder is an extremely dire matter and disease. It can affect vital organs and often lead to death, if untreated.”

Smith’s team on P5 developed a specific protocol for eating disorder patients, which has resulted in getting each patient medically stabilized before they are transitioned to their next phase of treatment, which includes cognitive behavioral therapy at an eating disorder center.

“Food is a huge stressor for this population,” continues Smith. “We work with each patient and feed them slowly to increase calories, because their body isn’t used to having those nutrients. If calorie consumption happens too quickly, it can cause serious electrolyte imbalances which can be fatal.”

Smith states that the medical stabilization process can take approximately 2-3 weeks. During that time, food is viewed as the patient’s “medicine,” which is incredibly regimented during their stay.

“These patients have an extreme aversion to eating – it’s very stressful – and the goal is to medically stabilize them to transition to their next phase of care,” Smith says. “Every aspect of their care plan while they are here needs to be well orchestrated among the primary medical team, psychiatry, nutrition, culinary services, the nurse and others on the care team.”

Because of the extreme stress and anxiety associated with food for these patients, they are often assigned a patient safety attendant (sitter) to make sure they don’t exercise, purge or hide food.

“We also started using video monitoring for this patient population,” Smith explains. “A nursing assistant still sits with them during meals, which is a high-anxiety time, and video monitoring is used during other times to ensure that our patients are safe. Another benefit of video monitoring is that it allows nursing assistants to tend to other duties that require their hands-on expertise.”

Smith explains that the RN serves as the point person for the patient and family and coordinates all of the elements of care, to ensure seamless delivery of care to the patient and family. The RN also coordinates a lot of the “behind the scenes” interactions with the multi-disciplinary team, to establish a consistent and standard approach to care.

“The nurse is the hub of care for these patients and needs to create a therapeutic relationship with the patient and the family to help them through this extremely challenging time,” says Smith.

Stephanie Miller, BSN, RN, CPN, practices on P5 and recently cared for one particular eating disorder patient, Anna Gille, who was admitted twice for anorexia, a disease that Smith says has the highest mortality rate of any mental health diagnosis. In addition, Smith notes that there is also a high risk of relapse with any stressful time in the patient’s life – therefore, ongoing therapy including individual, family, and nutritional therapy is essential to success.

“When Anna was initially admitted, her mother was so appreciative that we treated her anorexia as a real disease,” Miller said. “Their family wasn’t getting that response at other places. We didn’t let the stigma of anorexia and mental health be part of her care.”

Miller says that when she works with patients fighting eating disorders, she often tries to find ways to connect with them, to look beyond the disease and get to know the person.

“It wasn’t long after meeting Anna that I saw past the meals being refused and the high anxiety during nutrition discussions to discover a kind-hearted girl,” Miller said. “As we built trust in each other and created a therapeutic bond, Anna was able to talk to me about her passions and feelings. Some days were harder than others, but with the trusting relationship Anna and I established, we were able to find ways to make the days less difficult.”

Miller explains that as meals and calories increase in the patient’s plan of care, the anxiety and distress do, as well.

“Eating disorders can make it difficult for patients to understand that the medical team is trying to help them and that nutrition is what their bodies need,” Miller continued. “During this time, a trusting relationship is especially important. As tube feedings would run, Anna would paint my nails or we would play games to make the time pass. The protocol is very specific and regimented, but when it was allowed, we were able to find things to do that Anna enjoyed – such as getting her hair done, playing the piano, or going to see the Pet Pals therapy dogs.”

“It was wonderful to learn what a fighter Anna is and to watch her progress while taking care of her,” Miller said.

Anna’s mom, Jennifer, shared the gratitude that she, Anna and their entire family felt about the care Anna received.

“We cannot say enough about the phenomenal care our daughter and family received at American Family Children’s Hospital,” Jennifer Gille said. “The entire care team collaboratively developed an individualized plan to most effectively help our daughter. They listened, they cared, they changed the plan when it was not working and they kept strategizing a plan to be effective. We always felt the support and the concern for each one of us and truly believe that our daughter is still with us today because of the knowledgeable, dedicated team for which we are forever grateful.”