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Health Matters: Providence Holy Cross Medical Center | 11 A Humble Heartbeat at Holy Cross "S o why do you want to interview me?" Kathryn Radford, who has volunteered weekly for 31 years at Providence Holy Cross Medical Center, laughs with surprise when told she is the focus of a profile for this newsletter. Kay, as her friends and family call her, just doesn't think she has done anything extraordinary—not compared with Holy Cross doctors and nurses who dedicate tireless hours to their patients. "Oh, they—doctors, nurses, healthcare workers—deserve all the help they can get. The emergency department [ED] is wonderful. I'd say they 're going to keep me around because I've gotten them all addicted to 3 p.m. coffee and peppermint patty breaks," she says with a chuckle." Radford is being modest. Anyone at the hospital is quick to point out that she does so much more than bring staff coffee and treats. For 21 years she has volunteered weekly in the emergency department, where she helped establish and assists with its volunteer program. Since 2000, she has personally assisted more than 550 ED volunteers. When asked why she works in the ED volunteer program, Radford says, "I'm passionate about customer service. If you ask anyone who has ever had to race to an emergency room how frightening the experience was, you can understand why I do this. I want all Holy Cross patients and their families to feel seen, heard and at ease the minute they arrive." ED volunteers are 21 years or older and first assist in the waiting room and triage area. "There are so many things a volunteer can help with," explains Radford. "Just little stuff like simple reassurances [to patients and family members] such as 'I'm glad you're here' or 'We'll get you in as soon as we can.' Speaking with a genuine and smiling attitude to calm people down makes a big difference." After further training, ED volunteers can assist in the treatment areas with medical staff. "The ED volunteer program is designed to encourage young adults who are interested in a medical career get exposure and see what it's like in the field of emergency medicine," says Radford. "The doctors encourage them to observe, learn and assist, as much as is safely possible, with basic things while under their supervision. Many of our volunteers have gone on to nursing or medical school. It's a wonderful program." LIFE OF SERVICE Over the years, Radford has held several hospital volunteer roles, starting out at the information desk when her youngest child was in kindergarten. Today she still volunteers in the ED and is also a member of the Foundation Board of Directors, the Biomedical Ethics Committee, the Emergency Department Patient Advisory Committee and the Guild Executive Board. "I intend to keep volunteering forever," says Radford, who is excited the hospital is welcoming all volunteers back, after nearly two years without them due to safety protocols. According to Jody Spector, director of patient experience at Providence Holy Cross, there are currently 50 hospital volunteers—down from 450 in 2019. "It's a great time to volunteer. We personalize their experience as volunteers to help in many areas of the hospital, so they get the most out it," she explains. Pamela Wegner, the senior manager of volunteer services is available to meet and greet all teens and adults interested in volunteering. (Currently, all volunteers must be fulky vaccinated for COVID.) And as Radford can tell you, volunteers receive as much as they give—from training and friendships to the pure joy of helping others. She adds with her signature chuckle, "I've told my husband that when my time comes, make sure to put my [Holy Cross volunteer] jacket on me when they lay me out, so God recognizes me and lets me in!" While Holy Cross is grateful for Radford's dedication and service over the years, it seems doubtful that her volunteer jacket will be all that God recognizes. Instead, those who know her imagine that God will cherish what lies underneath that jacket: a humble, giving heart.

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