May 31, 2023 • 40 mins
Kristen Balboni welcomes two inspirational women, Kim Ortmayer, Patient Experience Manager, and Carrie Keuten, Group and Events Coordinator at Atrium Health Levine Children's Hospital. The trio unpacks how to create joyous experiences for pediatric patients while providing emotional support to families.
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Speaker 1 (00:03):
When people come into the hospital, they always think of
the doctors, the nurses, the apps, respiratory therapy. But I
also think that we have to treat the child, the
whole child, so looking at special events and how that
can change their lives. And sometimes you have the kid
that hasn't gotten out of bed and is just why
(00:23):
is my life like this? But then you bring in
the Charlotte FC and he's like, you know what, today
I want to go downstairs to the studio.
Speaker 2 (00:29):
Can I do that? So those little things.
Speaker 3 (00:35):
Welcome to Season three of the Inspire Her Podcast, presented
by Atrium Health. This is a podcast series for Panthers
fans where we highlight admirable women from across the Carolinas
as they share stories and lessons from their lives and careers.
And today this might be a first for the Inspire
Her Podcast. Today we have not one, but two very
(00:55):
special guests from Atrium Health Levine Children's Hospital, Kim or
at My and Carrie Cwton. Thank you both so much
for being here and taking time out of your busy
days to join us.
Speaker 2 (01:06):
Thank you for having us.
Speaker 4 (01:07):
Thank you. Yeh super excited to be here with you today.
Speaker 3 (01:10):
Oh, we have a lot to get to I feel like,
you know, we've been chatting it up before it started,
and I feel like we could have started the podcast
ten fifteen minutes ago because it's just been so fun
to get to know a little bit more about what
you do. And you know, we work with your department
quite a lot at the Panthers and it's such an
incredible experience, especially for me personally. But even in that,
there is so much more that you both do, so
(01:32):
we are gonna get into it. So, Kim, your official
title is the Patient Experience Manager at Atrium Leving Children's
Hospital and the Jeff Gordon Children Center, and Carrie you
are the group an Event coordinator for Atrium Leving Children's Hospital.
And we're going to get into what all of that
means in just a second. But I love this. One
(01:52):
of your coworkers, Sarah, summed it up by saying that
you two are basically the joy in a place where
joy isn't always present, and I thought that was just
the perfect way to sum up what you both do.
So I absolutely love that. So aside from bringing joy
to families and children in very tough times, Kim, what
(02:14):
would you say is your day to day role.
Speaker 1 (02:18):
I think my day to day role is working with
the whole entire patient experience team of music therapy, Arts
for life, event planning with my friend Carrie Cooton over here,
the Family Advisory Coordinator Mike Daily. We run the resource library.
We also have child Life, We have teachers, and then
(02:38):
the liaison of Spiritual Care, food and nutrition, and also
volunteer services.
Speaker 2 (02:45):
So that's the day to day.
Speaker 1 (02:46):
But I think what another side that people don't see
is that I'm constantly rounding on families. If they send
in a survey and they one thing they did not
like about it, I will give them a call to
try to see, hey, what could we have done better
or how could we have fixed it? Because I think
if we could be a little more proactive before they
(03:08):
leave and fix something that's not working well for them.
They're already stressed enough coming into the hospital, let alone
them be stressed about food, or stressed about cleaning, or
stressed about not understanding the information. So that I think
people don't see is that on the phone are in
the rooms a lot working with these families to get
(03:29):
them what they need, either communication or sometimes it could
just be some extra meal tickets or sometimes it could
be someone's birthday and what can we do special because
he's going to be thirteen and he never wanted to
spend it in the hospital, so.
Speaker 2 (03:44):
What can we do?
Speaker 1 (03:45):
And then that's me reaching out to the team to say, hey, guys,
let's rally and see what we can do.
Speaker 3 (03:50):
And Carrie, you are one very important part of that team.
So can you tell everyone about what your day to
day and focus looks like.
Speaker 4 (03:57):
Of course, my day starts with when I walk into
the hospital and I see patients, I see families. I
start greeting them right away. It's just part of my day.
Then I really expect the unexpected. You never know what
your day to day will be, and that is what
I have loved about my job. I get to come in,
(04:21):
I get to you know, meet with families, as Kim says,
with patient rounding. But my day also starts by checking
my calendar because I am scheduled usually all day long.
Speaker 3 (04:33):
I that's why I was so excited that you both
were able to come here to the stadium to do this,
because I know how busy you both are. Well.
Speaker 4 (04:39):
The Panthers have been a part of my life for
fifteen and a half years that I have been working
with them, nothing nothing short of amazing. And you want
to talk about expect the unexpected, you know, whether it's
setting up a player visit, or setting up the Halloween event,
or doing something different outside the box. This year we
actually moved it outside the hospital and that was crazy fun.
(05:04):
But no, my days are so full, and I also
look to see what can I learn today, and I
love learning new things and I have since Kim has
come on board. It's been just remarkable being able to
meet with patients and families in a different way than
just the fun ways, you know, bringing them toilet trees,
(05:26):
something so simple that they didn't plan on being there,
and just to make them smile. One thing that always
stands out with me though, is and sur Per, believe
it or not, he can attest to this. I would
always say when we have player visits or Sir Per
visits or the top Cats, anybody that has come into
(05:47):
the hospital, I always tell them you might not see
a lot of patients that day, or you might be
seeing some really sick kids, but know that you are
gonna know when you leave here that there's going to
be one patient that touched your heart because you touched
theirs beyond the walls of the hospital.
Speaker 1 (06:09):
And I think even if they can't see those patients
with Seacrest Studios, we are very fortunate to be only
one of eleven in the United States right now there's
more coming, but to have Hunter in there and put
the visits up on the screen, so even if it
is a compromise kid or a kid that's on contact,
they also can see and know that that kid's in there.
(06:30):
And what people a lot of people don't understand is
then let's say they brought many footballs, or they brought
T shirts or something like that, or the FC brought
soccer balls one time. We then take them around to
all the kids. So even if they couldn't officially meet
a player or a coach, they still get that item
and they got to see it on Channel ninety nine.
(06:53):
So it's just a huge benefit that we have at
Living Children's Hospital.
Speaker 3 (06:56):
And absolutely, and since you've brought that up, it was
something I was going to touch on later, but we
should talk about it now. Was bringing that joy and
hope and excitement during COVID, right and I know Seacrest
Studios was a big part of that. I did some
stuff and they said, oh, yeah, this is being broadcast
from Seacrest Studios. We had our Halloween show virtually for
(07:17):
a couple of years, right, Carrie, two years, right, and
we had I mean we were in our Panthers studio.
This might have been twenty twenty one and we and
in twenty twenty as well, they did it, but I
was like, I want to be a part of it
in twenty twenty one. It's my one of my favorite
events all year, the Halloween Spectacular. But to do it
(07:37):
virtually because obviously, as you said, during such a time,
of course, we cannot let people come into the hospital
with him, you know, compromise children. But we had all
the players, the rookies dressed up in different costumes, and
I remember JC Horn had just gotten leg surgery, but
he was there on his cart, yeah, his scooter, pushing
around and you can see how much fun the players have, right,
(08:02):
And we knew that it was being broadcast on every
every TV in every hospital room over at Leaving Children's
and it's just an incredible experience. And I thought some
of the stuff that your group did during that time,
which I imagine I can't even imagine how hard. It
was on a daily basis to think how can we
bring this joy to these kids? But I thought it
(08:23):
was so inventive and I know, as you said, Seacrest
Studios is a big part of that. So what was
that challenge during those few years. I'm sure it's ongoing
still today.
Speaker 1 (08:32):
I think sometimes you just have to think outside of
the box. And then COVID made us think outside of
the box.
Speaker 3 (08:38):
I say, you're already doing a great job of that.
Speaker 1 (08:40):
Yeah, we had to One thing I will tell you.
Greg Olsen started with the Beanies and so he always
came and one thing that him and Kara always loved
to do was bring the kids and go around.
Speaker 2 (08:51):
So we couldn't. So we used Seacrest the first year.
Speaker 1 (08:53):
The second year we thought, okay, how can we do
this differently? And what we ended up doing was kids
that were not on contact or severely immunal compromise. We
had Greg and his family in the library and this
way those kids were able to come down. Greg was
still able to meet with them, they were able to
take pictures. The Panthers sent people and so it's on
(09:15):
those that yes, you could have done it the same
way that we did it. Before and had Greg do
play bingo or trivia, But how can we now step
it up another notch. I think that comes down to Christmas.
Speaker 2 (09:27):
Also.
Speaker 1 (09:28):
We do Christmas with tons of donations. This is the
first year I came to Carrie and I said, Carrie,
I know we always do living children's how can we
maybe open it up to the specialty clinics or maybe
teen health connection. And she looked at me and she paused,
and she's like, are you serious? And I go, do
I look serious? And she started laughing and she's like,
(09:48):
you know what, We're going to make it happen. And
so I think for us it's always how can we
outdo ourselves from the year before, And yes, it might
be a little more work, but I also think that's
the challenge and fun of working with Carrie because she's
always on board for whatever comes up, and how can
we make it the best day, even if it's a
(10:08):
small event, how can we make it the best that
that small event can be.
Speaker 4 (10:13):
Those events have such big impact on the families talking
about Christmas. It was so much fun, it really was.
We were able to expand our reach to whom we
could help, and you know, the more kids we could help.
That was the goal, to help those kids. But touching
on player visits and that too, seeing the impact they
(10:34):
have on parents, and then once those parents find out
these players are parents, the whole visit takes on a
whole new look. It's all of a sudden they're talking
about you know, I'm a three year old at home too,
and you know, I'm so sorry you're going through this
with your three year old, and that they could touch
those families in that way. And it's fun to see
(10:56):
the players, you know, as a player, but then it's
also fun to see them as a dad. You can
tell the ones that are will really connect that way
with the kids. The ones that aren't, you can see
them connect with kids in so many other ways. Let's
play a video game, let's do this, and it just
they make it so much fun. And I get to
meet with so many of these families after they've gone home.
(11:19):
So many of them want to give back to the
hospital in the way they were given to And they'll say,
you know what, Johnny doesn't remember why he's there, but
boy does he remember when Sir Purr came in to
visit him. Or a player played a video game with them.
We had players. One time they were playing bowling in
a teen therapy room and it was getting really exciting,
(11:43):
I bet, and it was competitive, but it was so
much fun. But it made such a difference in the
stay for those teens. But it also makes a difference
in their care and how they are doing and how
they're coming along. And just to see those transformation, it's
just amazing. And I've been able to experience that for
(12:04):
a very long time. And it's, you know, with a
grateful heart that I can always say thank you because
I just see that happen, and it's We've had some
miraculous visits, and I honestly say it at little miracles
because they.
Speaker 3 (12:21):
Have been And I think that you know, anyone listening
to this, or you know, like myself, anyone who has
had a chance to work with your group, it is
not only I think we all know this. It does
not only the children and the families that benefit. It
is the players that benefit. I benefit every time I
get the opportunity to do something with lcch with your group,
(12:45):
and it's and I think that starts with your group
and the infectious enthusiasm that you both have and that
your entire team has and can I not. When you
took on this role in twenty twenty one, you really
find some things, right, you were going through all of
the different areas that you oversee, and so what does
(13:06):
that team look like? Because I know you all you
both work with an amazing team.
Speaker 1 (13:11):
Yeah, going from the bedside, being a bedside nurse for
twenty and a half years and then moving into this position,
I think I have a little bit of an advantage
of knowing what works and what doesn't work. And I
think when people come into the hospital, they always think
of the doctors, the nurses, the apps, respiratory therapy, and
I think of those too, But I also think that
(13:34):
we have to treat the child, the whole child, so
looking at special events and how that can change their lives.
And sometimes you have the kid that hasn't gotten out
of bed and is just why is my life like this?
Or maybe he's been paralyzed and he just cannot think
what tomorrow will be. But then you bring in the
(13:55):
Charlotte FC and he's like, you know what, today I
want to go downstairs to the studio.
Speaker 2 (14:00):
Can I do that? So those little things.
Speaker 1 (14:02):
Also music therapy I've seen at work where you don't
need as much sedation when music therapy actually is working
with a patient and you see their vitals come down.
So having that art a way that maybe a kid
doesn't want to talk and Olivia walks in and she says,
here's you know, tenkrans. You don't have to talk, but
just pick one and she can sort of tell what
(14:24):
mood they're in by what color they pick if they
pick blue or they pick yellow. And sometimes a doodle
can take a whole different meaning for someone and it's
just that way that they were able to get into
the door. Other times, kids the only thing they look
forward to is bingo with Hunter and when is bingo
going to happen? And when can I get a toy?
(14:45):
And if I'm going to win. But it's that looking
forward to something other than what test.
Speaker 2 (14:51):
Am I going to have? Next? What lab am I
going to have?
Speaker 1 (14:54):
And also bringing in child life with that that if
you're going to have an MRI or you're going to
get an IV started. A lot of people, I think
don't realize that to have child life there, it changes
the whole entire experience. They can distract. But also doing
little techniques that help the kids I had one dad
tell me one time, I have never had my kid
(15:15):
not cry with an IV And I said what was
different and he said child life. I never knew I
could have child life there.
Speaker 3 (15:22):
And will you explain what child life is just in
case anyone who.
Speaker 1 (15:24):
Has so childlife therapy is you go to school, you
get your bachelor's. Some people a child life specialists have
their masters and then we also have childlife assistants. So
what they do is they work with kids. They can
teach them about a procedure. Carrie on the sixth floor
and eighth floor can if you're going to get a trick,
(15:45):
she can bring a dollar and talk about how to
all look. She can also work with the siblings to
assist them. They a lot of times people think they
are fun, but they also do a lot of behind
the scenes to help kids work through their problems. They
really help help educate, decrease anxiety, look at different ways
for the child that you don't have to just get
(16:07):
sedated and have this with child life there. Sometimes you
don't even need sedation with what's occurring. Mollie Wit on
the adult side, works for at CMC. She helps so
if a parent is in an Icee. You kids are
coming in, Molly can meet with them beforehand, go over
what the parent is going to look like. And then
instead of the kids just walking into the room and saying,
(16:29):
Oh my gosh, that's not my mom, that's not my grandma,
that's not my dad, they already sort of have a
perception and Molly can work with them and see Sometimes
she'll say they're not ready and other times she's like, Okay,
they're ready now to go in. And I think that
a lot of people forget that kids can handle a
lot more than we think that they can handle. But
(16:51):
sometimes they just have to be prepared prior to going
on with a procedure or going into a room to
see their family members and.
Speaker 4 (17:00):
Cool to see them they can Actually it might be
the same diagnosis, but for a five year old they'll
teach it one way, for a fifteen year old it'll
be a different way. And to see that happen and
you're like, oh, wait, that makes total sense now, because
you know developmentally they're all, you know, learning at different levels.
So it's pretty cool to see that.
Speaker 3 (17:22):
And I imagine just from child to child, it is
taught and the care plan is different and so Kim,
when you were going through all of the different available
options and what works for one child, and I could
tell that both of you. You know, in addition to
planning all the stuff and overseeing all the stuff, you're doing,
as you said, you're talking to patients and families directly,
You're doing rounds, You're following up on surveys. So what
(17:42):
is the process at LSCH when a child comes in
or has been there for a while to say, with
all of these different amazing available opportunities, whether it's music
or art or all of the things you just mentioned, Kim,
to find what works? How does your team hand.
Speaker 1 (18:01):
So normally the physicians have to make a consult for
music therapy if they would like that, but sometimes with
us rounding, we will go in. I will tell you
child Life sees every single kid within the first twenty
four hours, as soon as they are on the floor,
to see what they need and what their needs are
of the family, because it's not just the patient, it's
(18:23):
what do the parents need, are their other siblings at home?
How can we work with them? And then we go
in and say this family actually really needs some education.
Speaker 2 (18:32):
Maybe I should send.
Speaker 1 (18:34):
Angela, our medical librarian because we're one of the only
hospitals in North Carolina that have a medical librarian, Angela,
can you go up and see this family they have
some questions and instead of them googling, and we all
know how Google works, they can actually get clear facts
from Angela. Or maybe it's just we're in there and
we hear over here that they're struggling with maybe paying
(18:55):
their bills or maybe paying for food, and so then
I reach out to care and say, Hey, Carrie, can
you maybe go by and see and see if we
have any availability with working with the foundation or working
with other organizations that help us out. Or maybe it's
they want an advocate, and I'm really excited because we
do not have an advocate on our team right now. However,
(19:18):
Mike Daily is almost finished with his education and will
be certified, so that is a huge win for us.
We are all advocates. Me as a nurse, I'm an advocate,
Carrie is an advocate, but to have someone that's actually
been trained in it with that certification is a huge
win for the parents because sometimes Mike sees it in
a different light than I do as a clinician.
Speaker 4 (19:39):
Knowing a family meeting a family where they're at. Just
listening to them, you can pick up cues on things
that they need. Families don't want to be there. Some
families are not used to asking for anything, and then
all of a sudden, you start talking and you sit
down and you realize that mom just needs to talk
(19:59):
with someone, whether it be just talking about the child
or the children that are home, and mom and dad
are switching roles and going back and forth. We talked
about COVID that was extremely difficult because no one could
come in. We were allowed to parents, but usually a
parent had to be at home. And then you have
(20:20):
a mom struggling that's in the hospital about her kids
at home, but just finding out are there any needs
and if we can accommodate those, we're going to do
everything that we can. We work with many organizations that
are willing to assist us. We can assist through the
donations we received. The community is extremely giving in Charlotte.
(20:43):
I always say I am always amazed, but then the
next day I'm amazed even more. And we're able to
help the families this way too. But sometimes it's just
a listening ear well.
Speaker 3 (20:55):
You can just tell that these families are just so
well taken care of and well supported by the incredible
medical professionals, your team and everyone there. It's just it's
just really amazing. What what you all do? I have goosebumps.
I've had goosebumps this entire time. I carry you were
(21:16):
saying earlier about the history that you have with the Panthers,
so over the years working together. What are some of
your favorite moments or events that that you have done
in conjunction with the Panthers.
Speaker 4 (21:30):
Oh my goodness, I have so many. I wish I
would have started writing them all down.
Speaker 3 (21:34):
Sorry, I'm on the spot.
Speaker 4 (21:36):
No, No, that's okay, but I do. I can honestly say
when Thomas Davis and Steve Smith, then when they would come,
I would see a connection between the families, and then
they're such family men, and you know, you could see
what the patients were in there for and how it
(21:58):
would touch them. I don't know if Steve would like
it if I ever said this, but he walked out
of a room one time with tears running down his face,
and I get choked up even thinking about it. I
hugged him and I said, you know, Steve, you're showing
me your real heart. Right now. And Thomas, oh my goodness,
(22:19):
he'll tell me anytime I see him. You know, it's
been a while since he's you know, been there with
his foundation, but he'll say, what do you need? Tell
me what you need and we're there for you to Greg,
I mean, goodness knows. The Olsen family has been through
it all and they understand incredibly what these families go through,
(22:41):
getting to know them as men and fathers and husbands.
And you know, for me, the players, I love it
absolutely with football, so I mean, but to be able
to see that side of them really really let you
know you're doing what you're supposed to be doing. I've
been so blessed in my life that I feel like,
(23:03):
you know, I'm able to give to these families, but
they're such an inspiration it makes me want to give more.
And gosh, but like Surper, I can tell you the.
Speaker 3 (23:15):
Best, Yeah, the best.
Speaker 4 (23:16):
He is the best. He is the best. We stop
on every single floor. We'll be up on the eleventh
floor and of course he stops or he'll press the
buttons to go to every single floor. Sometimes he'll startle
people when the door opened.
Speaker 1 (23:28):
Last was it last week or the week after? When
they were here, and I will tell you I wish
I would have taken a picture.
Speaker 2 (23:35):
So I was on the second floor.
Speaker 1 (23:36):
I was going up to see a family and something
caught out of the corner of my eye and I
looked and it was Surper walking out of Levine's Hospital
and like going to the parking lot and just walking
and I remember just stopping and smiling, and people down
below because I was up on the second floor, they
looked up at me and then looked over and then
(23:56):
you saw big smiles on their face. And then Locklair
was walking out and said, what are you looking at.
I'm like, just look at Surper in a big smile.
Just it's that type of joy to find in the
little things. But most people think that's a little thing,
but to us, it's just what you need at that moment.
And then you can go up and you're like, you
(24:17):
know what I got this today, It's gonna be fine.
Speaker 4 (24:19):
To see the joy it brings. Yes, And that's the
perfect word to see the joy that it brings. It
just really it lets you know you're doing your job
that day, you know, and the impact it has keep
pounding kids to be able to you know, choose a
patient to go to a game, to be on the field,
(24:41):
to have a surprise visit on the side from one
of the players. It was a Monday night football game.
I don't know how long I'm trying to remember, probably
eight nine years ago. It was pouring rain and I
was on the sideline with him and his mom and dad,
and I kept saying, are you okay? Are you okay?
I was so worried about him, because here it's raining
(25:03):
and you have a child who's immuno compromised, and he's like,
this is the best day of my life. And as
the rain is pouring down his face and of course
I've got tears running down my face. You can't tell
it's tears because it's raining, and it just it just
left him with such an impression that it really helped
(25:24):
him in his journey. Things like that helped these families
in their journeys.
Speaker 1 (25:28):
So, speaking of that, keep pounding, Carrie. The Panthers donated
a drum, and the first time we got to use
it was actually when Greg's son was getting discharged, but
there was another transplant kid that got to hit it
first because he got discharged that day before TJ and
now we have it set up. And then the Charlotte
FC donated the throne, miniature throne, so the kids can
(25:53):
choose if they want to sit in the throne or
they want to hit the drum. And I will tell
you our offices are on the second floor. And just
to hear that boom, boom boom, and everyone cheer. We
have the security guards involved. Now we have guest services involved.
Now we have the valet people. Everyone cheers as they're leaving,
because if you come in for a new diagnosis of
(26:16):
type one diabetes, or you come in for a new
diagnosis of cancer, or you're leaving after a surgery for
your appendix, whatever it may be, everyone matters. You walked
in and you're walking out, and to have that joy
that brains, oh my god, in the giggles, it's it's infectious.
Speaker 4 (26:36):
We all look up, Ye're all smiling because we know
what's happening. We might not be seeing it at the moment,
but we can hear it, so we know what's going on.
We know there's another one going home though. What we want.
Speaker 3 (26:45):
Gosh, I told you if I had goosebumps before now,
and that was what I was going to ask you next,
kim is is I imagine that sometimes it is hard
to you are the support system for these families, and
there are some some families in there going through some
very rough I would say almost every family in there
is going through something that no family wants to go through.
(27:06):
But yet you both and I know your team has
this infectious energy. So how do you keep that up
and manage just the difficulties that come your way on
a daily basis and still manage to be so strong,
so enthusiastic for these families every day because you say
(27:27):
you sat that you know you talk and it's so amazing.
But I know you both are dealing with a lot
that comes your way as well and being strong for
these families.
Speaker 1 (27:36):
I think you are right that it is difficult. There
are some days and even as a bedside nurse, I
would get to my car and literally maybe sit in
the parking lot for ten twenty minutes and just cry
or scream or just wonder why. And I think, in
this job it's gonna sound corny, but I thought like
(28:00):
I hit the lottery when I became an intensive care
nurse at the young age, right out of school into
work in pediatrics. That was my dream and to do
cardiac and Pede's I see you.
Speaker 2 (28:12):
But then when this.
Speaker 1 (28:14):
Offer came around, and I just felt like I got
to win the lottery twice. To be able to work
with these families and the things that I've learned from
these kids, To be able to sit and listen to
someone that just wants to talk for a little bit,
it is truly rewarding, and it's all about them and
(28:35):
what I can do. But I also what fills my
bucket is the rounding part, to be able to go
room to room. And I will tell you normally everyone,
it's great. The nurses have updated us, the doctors are wonderful.
I love evs. You know, I love pizza. I can
eat pizza every day. From food and nutrition, but those
(28:57):
are what you hear more and more, not so much
the ones that are missing out and I'm able to
help them. But that's those are the days where I'm like,
you know what, today, I'm just going to round because
I gotta move everything else aside, because that's what I
need right now to refill my bucket. My kids will
laugh sometimes they'll be like, Mom, you're really quiet, and
(29:18):
my daughter will say, Mom, I know you talk so
much at work, but I just have to ask you
one thing about school, and I'm like, okay, I navy
need to like refocus tomorrow, you know, and see what
I can do. But I think anytime I can alleviate
stress on these families, bring their anxiety down, let them
know it's not okay. I know today sucks, but tomorrow
(29:41):
it's going to be better. Let's go minute by minute
or day by day. That is why I show up
to work every single day for these families and knowing
that maybe in a day I can help one person.
I don't know about you, Carrie, but that one person.
Without us there, maybe we wouldn't have been able to
help them.
Speaker 2 (29:58):
So we have to.
Speaker 1 (30:00):
And if someone tells me no, Carrie knows, I'm gonna
go back. You're gonna hear from me tomorrow. You're gonna
hear from me the next day. And you might not
tell me yes, but I'm going to somehow. If my
intent is good, I'm gonna get around. I'm very gray.
I live in the gray kind of zone at work sometimes.
Speaker 3 (30:16):
What these families need. It's amazing that they that they
have your team, Carrie, What about you?
Speaker 4 (30:20):
What keeps saying, so well, I have the fortunate. I
don't want to say pleasure, because I meet with families
after they've gone home and they have not had a
good outcome, they have had a very sad outcome, but
I get to meet with them. Sometimes I'll hear from
people a month after they might have just lost a
(30:41):
child to a year during COVID, I we changed roles,
and I was outside when everything first started, where we
were taking temperatures and you know, asking a million questions
of these families, and you know, you could see the
stress in their face, and it's like I would help
them get inside as soon as I could. But I
(31:02):
had a mom get out of a car and she
just fell into my arms. And I didn't understand why
until a whole year later. I wondered what happened with
this mom and what the situation was. And I got
a phone call and I was talking to this woman
for quite some time, and she was telling me that
(31:24):
she wanted to come back and give to the hospital
that really supported their family during a very very difficult time.
And she kept talking, and the more she talked about
that day, I realized I was the person that was
standing there that she fell into my arms, that we
got her into the hospital, and a whole year later,
(31:46):
I got to tell her that I thought and prayed
for her all year long. And it's families like that,
they'll come back and they want to give to the
care team, to the families because they supported them immensely
why they were going through an extremely difficult time. And
I look at those families and say, if they have
(32:08):
the strength to come back after a situation like that,
I can do it every day. I can come back
in and do it again. Like Kim says, sometimes you
need time to decompress a little bit. You know, it
might be going out for a walk for fifteen minutes
to get away from your desk. But you take the time,
you learn yourself what you need for your own self care,
(32:30):
and you do. Sometimes it's easier said than done. As mothers,
as wives, we all know that you know, the needs
of our families come first. But when I'm at work,
the needs of our families at elsh come first. And
I'm the fortunate one that get to help in that
every single day. Anybody that knows me know that, I'll say, hey,
(32:52):
I chose to apply for a position at Levine Children's
hospital and they chose me back. I'm going to give
them one hundred.
Speaker 3 (32:59):
Percent and you do, and you do. We can all
attest to that here. Santha's absolutely I want to know
if you can both. I know there's been so many
you can both give me a moment in your time
at L where you're like, yes, like this is a win.
I am so happy for this failure. I'm so happy
(33:20):
with what we were able to do. And I know
there's so many, but for all that you both do,
what are some moments that stand out to you?
Speaker 4 (33:30):
Kim?
Speaker 1 (33:31):
Gosh, there are so many, there really are. There are
which is great, which you're just like, I think the
moments that catch me off guard is and I when
I'm at target off of work, or when I am
walking you know, on a greenway somewhere with my kids
(33:53):
Ben in Caroline and a family will say to me, Kim, Kim,
is that you? And You're like, who knows me? And
they will go on to say like, you guys have
no idea what your mom did for us when we
were in the ICU, Like we were having such a
hard time and your mom listened and your mom took care,
(34:18):
and look at how great they're doing now. You know,
it's those types of things and then my kids are
just like, wow, Mom, how neat was that?
Speaker 2 (34:26):
You know?
Speaker 1 (34:26):
And when switching into this role, it was different because
they've only known me as the nurse mom, so switching in.
But one of the things that we got last year
was a train and it's outside the resource library. And
one thing that as a bedside nurse I would always
know was that child Life isn't there twenty four hours
a day. I hope we get to a point where
(34:47):
they are and the resource library is not open twenty
four hours a day. I wish that it was, and
hopefully one day we can get there or on the weekends.
But Callie Dobbins and administration and Clay Lockley are helped
us put together this train. So it's a huge train
that we have and we stock it with toothbrushes, toothpaste, shampoo,
(35:09):
Spanish books, activity books, plato, anything that you can think of, blankets, socks,
and my kids now that the hospital is opening up,
I knew that there was one Friday got out of
there late and I forgot. I'm like, I think I
forgot to fill the train and I knew, and so
my kids are like, Mom, it's the weekend, we will
(35:31):
wear masks and you know, and I'm like, masks weren't
even you know, we just were getting rid of them.
And they're both vaxed, and they're like, can we come
in and help you fill that train up? So they're
actually seeing that part And to know that a shampoo
that they use every single day, that parents don't have
access to that in the hospital and we make them
(35:52):
have access to that, you.
Speaker 2 (35:53):
Know, the kind of shampoo that they really like.
Speaker 1 (35:56):
Those things matter and I think it makes my kids
appreciate it more so that to me is those are
the winning moments.
Speaker 3 (36:03):
Absolutely absolutely, Carrie, what about you?
Speaker 4 (36:06):
Definitely a winning moment and something that always stands out
with me. We had our first lights for Lavine's and
which is such a fun event and we were so
excited about it. We had Santa the one year and
I knew there was a little girl on her eleventh
floor that really wanted to see Santa and trying to
(36:26):
make that work with his schedule, and I knew he
was coming, and at the last minute, I said, do
you think you could make a visit to a room
and we brought him in the room and she pulled
him down clothes and she just said, I knew you
would come. Oh, and it's still I see it. I
think about it so often when I hear her name,
(36:49):
and just to know that you will. I knew you
would come, just those simple words and you know, just
making her joy at that moment. And any family, any child,
if they had that joy for just one moment, you
know we've done something, okay.
Speaker 3 (37:07):
And that is the joy that you both and your
team are bringing to families every single day, which is
just incredible. I know you have a lot to do,
but before I let you go, I can't believe that
we've buried the lead. I could talk to you about
LCCH all day, but we haven't even mentioned Carrie's big award.
We have gotten this far and you've hinted at it
(37:28):
a little bit about your love for the Panthers and
obviously work. But I did not know this because this
was a few years before I got here. But tell
us about the fact that in twenty seventeen you were
the Panthers a fan of the year. I need to
know everything. I can't believe I didn't know.
Speaker 4 (37:43):
This, Okay, Well, part of my other life that I'm
extremely proud of is. I'm executive director of Camp Care,
which stands for cancer Ain't really the end and we
take kids with cancer to camp. They get to bring
a sibling, We go for a week the beautiful mountains
of North Carolina. And I was nominated for this award
(38:05):
and it was extremely humbling and one of the proudest
moments of my life. Knowing that my work was camp
was really, you know, something special to share with everybody.
But then to be awarded the money that was awarded,
and I have a miniature panther that weighs like thirty pounds.
Speaker 3 (38:27):
That's a really cool statue.
Speaker 4 (38:30):
But I was so proud of Camp Care and being
a part of that, and to know that we were
awarded one hundred thousand dollars and which was just incredible.
And we're still kind of a small grassroots organization, nonprofit
that we just love these kids and so it's an
(38:51):
extension from the hospital and to see these kids out
in the setting of you know, campgrounds and swimming and
tubing and doing all these different things. It was a
very proud, humbling moment. And but you know, I owe
it to everybody that I work with. I have a
great camp director and program director and all our staff
(39:12):
and you know, a great board. So it was fun.
It was a lot of fun. I got to beat
the drum. That was like one of the most that's awesome.
Speaker 3 (39:20):
I've never gotten to do that. I'm jealous. Well yes, well,
Carrie Kim, thank you so much for being here, for
talking to me. I'm so excited for everyone getting to
listen to this episode. Your energy, your enthusiasm is infectious
to our real life angels on Earth, and I thank
you both for all that you do in conjunction with
(39:43):
our organization and for letting me be a part of it,
and for all that you do for all of these families.
It's just been an honor to talk to both of you.
So thank you both for the time.
Speaker 4 (39:53):
Thank you oh much.
Speaker 2 (39:54):
It's been fun. It's been a lot of fun.
Speaker 4 (39:56):
Can you tell me like to talk about it?
Speaker 3 (39:57):
You said you guys should start your own podcast, the
ld H Podcast. I would listen, so I'll be listening
for that to come out soon.
Speaker 2 (40:04):
Okay, I love it, Yes, yes, absolutely,
When people come into the hospital, they always think of
the doctors, the nurses, the apps, respiratory therapy. But I
also think that we have to treat the child, the
whole child, so looking at special events and how that
can change their lives. And sometimes you have the kid
that hasn't gotten out of bed and is just why
(00:23):
is my life like this? But then you bring in
the Charlotte FC and he's like, you know what, today
I want to go downstairs to the studio.
Speaker 2 (00:29):
Can I do that? So those little things.
Speaker 3 (00:35):
Welcome to Season three of the Inspire Her Podcast, presented
by Atrium Health. This is a podcast series for Panthers
fans where we highlight admirable women from across the Carolinas
as they share stories and lessons from their lives and careers.
And today this might be a first for the Inspire
Her Podcast. Today we have not one, but two very
(00:55):
special guests from Atrium Health Levine Children's Hospital, Kim or
at My and Carrie Cwton. Thank you both so much
for being here and taking time out of your busy
days to join us.
Speaker 2 (01:06):
Thank you for having us.
Speaker 4 (01:07):
Thank you. Yeh super excited to be here with you today.
Speaker 3 (01:10):
Oh, we have a lot to get to I feel like,
you know, we've been chatting it up before it started,
and I feel like we could have started the podcast
ten fifteen minutes ago because it's just been so fun
to get to know a little bit more about what
you do. And you know, we work with your department
quite a lot at the Panthers and it's such an
incredible experience, especially for me personally. But even in that,
there is so much more that you both do, so
(01:32):
we are gonna get into it. So, Kim, your official
title is the Patient Experience Manager at Atrium Leving Children's
Hospital and the Jeff Gordon Children Center, and Carrie you
are the group an Event coordinator for Atrium Leving Children's Hospital.
And we're going to get into what all of that
means in just a second. But I love this. One
(01:52):
of your coworkers, Sarah, summed it up by saying that
you two are basically the joy in a place where
joy isn't always present, and I thought that was just
the perfect way to sum up what you both do.
So I absolutely love that. So aside from bringing joy
to families and children in very tough times, Kim, what
(02:14):
would you say is your day to day role.
Speaker 1 (02:18):
I think my day to day role is working with
the whole entire patient experience team of music therapy, Arts
for life, event planning with my friend Carrie Cooton over here,
the Family Advisory Coordinator Mike Daily. We run the resource library.
We also have child Life, We have teachers, and then
(02:38):
the liaison of Spiritual Care, food and nutrition, and also
volunteer services.
Speaker 2 (02:45):
So that's the day to day.
Speaker 1 (02:46):
But I think what another side that people don't see
is that I'm constantly rounding on families. If they send
in a survey and they one thing they did not
like about it, I will give them a call to
try to see, hey, what could we have done better
or how could we have fixed it? Because I think
if we could be a little more proactive before they
(03:08):
leave and fix something that's not working well for them.
They're already stressed enough coming into the hospital, let alone
them be stressed about food, or stressed about cleaning, or
stressed about not understanding the information. So that I think
people don't see is that on the phone are in
the rooms a lot working with these families to get
(03:29):
them what they need, either communication or sometimes it could
just be some extra meal tickets or sometimes it could
be someone's birthday and what can we do special because
he's going to be thirteen and he never wanted to
spend it in the hospital, so.
Speaker 2 (03:44):
What can we do?
Speaker 1 (03:45):
And then that's me reaching out to the team to say, hey, guys,
let's rally and see what we can do.
Speaker 3 (03:50):
And Carrie, you are one very important part of that team.
So can you tell everyone about what your day to
day and focus looks like.
Speaker 4 (03:57):
Of course, my day starts with when I walk into
the hospital and I see patients, I see families. I
start greeting them right away. It's just part of my day.
Then I really expect the unexpected. You never know what
your day to day will be, and that is what
I have loved about my job. I get to come in,
(04:21):
I get to you know, meet with families, as Kim says,
with patient rounding. But my day also starts by checking
my calendar because I am scheduled usually all day long.
Speaker 3 (04:33):
I that's why I was so excited that you both
were able to come here to the stadium to do this,
because I know how busy you both are. Well.
Speaker 4 (04:39):
The Panthers have been a part of my life for
fifteen and a half years that I have been working
with them, nothing nothing short of amazing. And you want
to talk about expect the unexpected, you know, whether it's
setting up a player visit, or setting up the Halloween event,
or doing something different outside the box. This year we
actually moved it outside the hospital and that was crazy fun.
(05:04):
But no, my days are so full, and I also
look to see what can I learn today, and I
love learning new things and I have since Kim has
come on board. It's been just remarkable being able to
meet with patients and families in a different way than
just the fun ways, you know, bringing them toilet trees,
(05:26):
something so simple that they didn't plan on being there,
and just to make them smile. One thing that always
stands out with me though, is and sur Per, believe
it or not, he can attest to this. I would
always say when we have player visits or Sir Per
visits or the top Cats, anybody that has come into
(05:47):
the hospital, I always tell them you might not see
a lot of patients that day, or you might be
seeing some really sick kids, but know that you are
gonna know when you leave here that there's going to
be one patient that touched your heart because you touched
theirs beyond the walls of the hospital.
Speaker 1 (06:09):
And I think even if they can't see those patients
with Seacrest Studios, we are very fortunate to be only
one of eleven in the United States right now there's
more coming, but to have Hunter in there and put
the visits up on the screen, so even if it
is a compromise kid or a kid that's on contact,
they also can see and know that that kid's in there.
(06:30):
And what people a lot of people don't understand is
then let's say they brought many footballs, or they brought
T shirts or something like that, or the FC brought
soccer balls one time. We then take them around to
all the kids. So even if they couldn't officially meet
a player or a coach, they still get that item
and they got to see it on Channel ninety nine.
(06:53):
So it's just a huge benefit that we have at
Living Children's Hospital.
Speaker 3 (06:56):
And absolutely, and since you've brought that up, it was
something I was going to touch on later, but we
should talk about it now. Was bringing that joy and
hope and excitement during COVID, right and I know Seacrest
Studios was a big part of that. I did some
stuff and they said, oh, yeah, this is being broadcast
from Seacrest Studios. We had our Halloween show virtually for
(07:17):
a couple of years, right, Carrie, two years, right, and
we had I mean we were in our Panthers studio.
This might have been twenty twenty one and we and
in twenty twenty as well, they did it, but I
was like, I want to be a part of it
in twenty twenty one. It's my one of my favorite
events all year, the Halloween Spectacular. But to do it
(07:37):
virtually because obviously, as you said, during such a time,
of course, we cannot let people come into the hospital
with him, you know, compromise children. But we had all
the players, the rookies dressed up in different costumes, and
I remember JC Horn had just gotten leg surgery, but
he was there on his cart, yeah, his scooter, pushing
around and you can see how much fun the players have, right,
(08:02):
And we knew that it was being broadcast on every
every TV in every hospital room over at Leaving Children's
and it's just an incredible experience. And I thought some
of the stuff that your group did during that time,
which I imagine I can't even imagine how hard. It
was on a daily basis to think how can we
bring this joy to these kids? But I thought it
(08:23):
was so inventive and I know, as you said, Seacrest
Studios is a big part of that. So what was
that challenge during those few years. I'm sure it's ongoing
still today.
Speaker 1 (08:32):
I think sometimes you just have to think outside of
the box. And then COVID made us think outside of
the box.
Speaker 3 (08:38):
I say, you're already doing a great job of that.
Speaker 1 (08:40):
Yeah, we had to One thing I will tell you.
Greg Olsen started with the Beanies and so he always
came and one thing that him and Kara always loved
to do was bring the kids and go around.
Speaker 2 (08:51):
So we couldn't. So we used Seacrest the first year.
Speaker 1 (08:53):
The second year we thought, okay, how can we do
this differently? And what we ended up doing was kids
that were not on contact or severely immunal compromise. We
had Greg and his family in the library and this
way those kids were able to come down. Greg was
still able to meet with them, they were able to
take pictures. The Panthers sent people and so it's on
(09:15):
those that yes, you could have done it the same
way that we did it. Before and had Greg do
play bingo or trivia, But how can we now step
it up another notch. I think that comes down to Christmas.
Speaker 2 (09:27):
Also.
Speaker 1 (09:28):
We do Christmas with tons of donations. This is the
first year I came to Carrie and I said, Carrie,
I know we always do living children's how can we
maybe open it up to the specialty clinics or maybe
teen health connection. And she looked at me and she paused,
and she's like, are you serious? And I go, do
I look serious? And she started laughing and she's like,
(09:48):
you know what, We're going to make it happen. And
so I think for us it's always how can we
outdo ourselves from the year before, And yes, it might
be a little more work, but I also think that's
the challenge and fun of working with Carrie because she's
always on board for whatever comes up, and how can
we make it the best day, even if it's a
(10:08):
small event, how can we make it the best that
that small event can be.
Speaker 4 (10:13):
Those events have such big impact on the families talking
about Christmas. It was so much fun, it really was.
We were able to expand our reach to whom we
could help, and you know, the more kids we could help.
That was the goal, to help those kids. But touching
on player visits and that too, seeing the impact they
(10:34):
have on parents, and then once those parents find out
these players are parents, the whole visit takes on a
whole new look. It's all of a sudden they're talking
about you know, I'm a three year old at home too,
and you know, I'm so sorry you're going through this
with your three year old, and that they could touch
those families in that way. And it's fun to see
(10:56):
the players, you know, as a player, but then it's
also fun to see them as a dad. You can
tell the ones that are will really connect that way
with the kids. The ones that aren't, you can see
them connect with kids in so many other ways. Let's
play a video game, let's do this, and it just
they make it so much fun. And I get to
meet with so many of these families after they've gone home.
(11:19):
So many of them want to give back to the
hospital in the way they were given to And they'll say,
you know what, Johnny doesn't remember why he's there, but
boy does he remember when Sir Purr came in to
visit him. Or a player played a video game with them.
We had players. One time they were playing bowling in
a teen therapy room and it was getting really exciting,
(11:43):
I bet, and it was competitive, but it was so
much fun. But it made such a difference in the
stay for those teens. But it also makes a difference
in their care and how they are doing and how
they're coming along. And just to see those transformation, it's
just amazing. And I've been able to experience that for
(12:04):
a very long time. And it's, you know, with a
grateful heart that I can always say thank you because
I just see that happen, and it's We've had some
miraculous visits, and I honestly say it at little miracles
because they.
Speaker 3 (12:21):
Have been And I think that you know, anyone listening
to this, or you know, like myself, anyone who has
had a chance to work with your group, it is
not only I think we all know this. It does
not only the children and the families that benefit. It
is the players that benefit. I benefit every time I
get the opportunity to do something with lcch with your group,
(12:45):
and it's and I think that starts with your group
and the infectious enthusiasm that you both have and that
your entire team has and can I not. When you
took on this role in twenty twenty one, you really
find some things, right, you were going through all of
the different areas that you oversee, and so what does
(13:06):
that team look like? Because I know you all you
both work with an amazing team.
Speaker 1 (13:11):
Yeah, going from the bedside, being a bedside nurse for
twenty and a half years and then moving into this position,
I think I have a little bit of an advantage
of knowing what works and what doesn't work. And I
think when people come into the hospital, they always think
of the doctors, the nurses, the apps, respiratory therapy, and
I think of those too, But I also think that
(13:34):
we have to treat the child, the whole child, so
looking at special events and how that can change their lives.
And sometimes you have the kid that hasn't gotten out
of bed and is just why is my life like this?
Or maybe he's been paralyzed and he just cannot think
what tomorrow will be. But then you bring in the
(13:55):
Charlotte FC and he's like, you know what, today I
want to go downstairs to the studio.
Speaker 2 (14:00):
Can I do that? So those little things.
Speaker 1 (14:02):
Also music therapy I've seen at work where you don't
need as much sedation when music therapy actually is working
with a patient and you see their vitals come down.
So having that art a way that maybe a kid
doesn't want to talk and Olivia walks in and she says,
here's you know, tenkrans. You don't have to talk, but
just pick one and she can sort of tell what
(14:24):
mood they're in by what color they pick if they
pick blue or they pick yellow. And sometimes a doodle
can take a whole different meaning for someone and it's
just that way that they were able to get into
the door. Other times, kids the only thing they look
forward to is bingo with Hunter and when is bingo
going to happen? And when can I get a toy?
(14:45):
And if I'm going to win. But it's that looking
forward to something other than what test.
Speaker 2 (14:51):
Am I going to have? Next? What lab am I
going to have?
Speaker 1 (14:54):
And also bringing in child life with that that if
you're going to have an MRI or you're going to
get an IV started. A lot of people, I think
don't realize that to have child life there, it changes
the whole entire experience. They can distract. But also doing
little techniques that help the kids I had one dad
tell me one time, I have never had my kid
(15:15):
not cry with an IV And I said what was
different and he said child life. I never knew I
could have child life there.
Speaker 3 (15:22):
And will you explain what child life is just in
case anyone who.
Speaker 1 (15:24):
Has so childlife therapy is you go to school, you
get your bachelor's. Some people a child life specialists have
their masters and then we also have childlife assistants. So
what they do is they work with kids. They can
teach them about a procedure. Carrie on the sixth floor
and eighth floor can if you're going to get a trick,
(15:45):
she can bring a dollar and talk about how to
all look. She can also work with the siblings to
assist them. They a lot of times people think they
are fun, but they also do a lot of behind
the scenes to help kids work through their problems. They
really help help educate, decrease anxiety, look at different ways
for the child that you don't have to just get
(16:07):
sedated and have this with child life there. Sometimes you
don't even need sedation with what's occurring. Mollie Wit on
the adult side, works for at CMC. She helps so
if a parent is in an Icee. You kids are
coming in, Molly can meet with them beforehand, go over
what the parent is going to look like. And then
instead of the kids just walking into the room and saying,
(16:29):
Oh my gosh, that's not my mom, that's not my grandma,
that's not my dad, they already sort of have a
perception and Molly can work with them and see Sometimes
she'll say they're not ready and other times she's like, Okay,
they're ready now to go in. And I think that
a lot of people forget that kids can handle a
lot more than we think that they can handle. But
(16:51):
sometimes they just have to be prepared prior to going
on with a procedure or going into a room to
see their family members and.
Speaker 4 (17:00):
Cool to see them they can Actually it might be
the same diagnosis, but for a five year old they'll
teach it one way, for a fifteen year old it'll
be a different way. And to see that happen and
you're like, oh, wait, that makes total sense now, because
you know developmentally they're all, you know, learning at different levels.
So it's pretty cool to see that.
Speaker 3 (17:22):
And I imagine just from child to child, it is
taught and the care plan is different and so Kim,
when you were going through all of the different available
options and what works for one child, and I could
tell that both of you. You know, in addition to
planning all the stuff and overseeing all the stuff, you're doing,
as you said, you're talking to patients and families directly,
You're doing rounds, You're following up on surveys. So what
(17:42):
is the process at LSCH when a child comes in
or has been there for a while to say, with
all of these different amazing available opportunities, whether it's music
or art or all of the things you just mentioned, Kim,
to find what works? How does your team hand.
Speaker 1 (18:01):
So normally the physicians have to make a consult for
music therapy if they would like that, but sometimes with
us rounding, we will go in. I will tell you
child Life sees every single kid within the first twenty
four hours, as soon as they are on the floor,
to see what they need and what their needs are
of the family, because it's not just the patient, it's
(18:23):
what do the parents need, are their other siblings at home?
How can we work with them? And then we go
in and say this family actually really needs some education.
Speaker 2 (18:32):
Maybe I should send.
Speaker 1 (18:34):
Angela, our medical librarian because we're one of the only
hospitals in North Carolina that have a medical librarian, Angela,
can you go up and see this family they have
some questions and instead of them googling, and we all
know how Google works, they can actually get clear facts
from Angela. Or maybe it's just we're in there and
we hear over here that they're struggling with maybe paying
(18:55):
their bills or maybe paying for food, and so then
I reach out to care and say, Hey, Carrie, can
you maybe go by and see and see if we
have any availability with working with the foundation or working
with other organizations that help us out. Or maybe it's
they want an advocate, and I'm really excited because we
do not have an advocate on our team right now. However,
(19:18):
Mike Daily is almost finished with his education and will
be certified, so that is a huge win for us.
We are all advocates. Me as a nurse, I'm an advocate,
Carrie is an advocate, but to have someone that's actually
been trained in it with that certification is a huge
win for the parents because sometimes Mike sees it in
a different light than I do as a clinician.
Speaker 4 (19:39):
Knowing a family meeting a family where they're at. Just
listening to them, you can pick up cues on things
that they need. Families don't want to be there. Some
families are not used to asking for anything, and then
all of a sudden, you start talking and you sit
down and you realize that mom just needs to talk
(19:59):
with someone, whether it be just talking about the child
or the children that are home, and mom and dad
are switching roles and going back and forth. We talked
about COVID that was extremely difficult because no one could
come in. We were allowed to parents, but usually a
parent had to be at home. And then you have
(20:20):
a mom struggling that's in the hospital about her kids
at home, but just finding out are there any needs
and if we can accommodate those, we're going to do
everything that we can. We work with many organizations that
are willing to assist us. We can assist through the
donations we received. The community is extremely giving in Charlotte.
(20:43):
I always say I am always amazed, but then the
next day I'm amazed even more. And we're able to
help the families this way too. But sometimes it's just
a listening ear well.
Speaker 3 (20:55):
You can just tell that these families are just so
well taken care of and well supported by the incredible
medical professionals, your team and everyone there. It's just it's
just really amazing. What what you all do? I have goosebumps.
I've had goosebumps this entire time. I carry you were
(21:16):
saying earlier about the history that you have with the Panthers,
so over the years working together. What are some of
your favorite moments or events that that you have done
in conjunction with the Panthers.
Speaker 4 (21:30):
Oh my goodness, I have so many. I wish I
would have started writing them all down.
Speaker 3 (21:34):
Sorry, I'm on the spot.
Speaker 4 (21:36):
No, No, that's okay, but I do. I can honestly say
when Thomas Davis and Steve Smith, then when they would come,
I would see a connection between the families, and then
they're such family men, and you know, you could see
what the patients were in there for and how it
(21:58):
would touch them. I don't know if Steve would like
it if I ever said this, but he walked out
of a room one time with tears running down his face,
and I get choked up even thinking about it. I
hugged him and I said, you know, Steve, you're showing
me your real heart. Right now. And Thomas, oh my goodness,
(22:19):
he'll tell me anytime I see him. You know, it's
been a while since he's you know, been there with
his foundation, but he'll say, what do you need? Tell
me what you need and we're there for you to Greg,
I mean, goodness knows. The Olsen family has been through
it all and they understand incredibly what these families go through,
(22:41):
getting to know them as men and fathers and husbands.
And you know, for me, the players, I love it
absolutely with football, so I mean, but to be able
to see that side of them really really let you
know you're doing what you're supposed to be doing. I've
been so blessed in my life that I feel like,
(23:03):
you know, I'm able to give to these families, but
they're such an inspiration it makes me want to give more.
And gosh, but like Surper, I can tell you the.
Speaker 3 (23:15):
Best, Yeah, the best.
Speaker 4 (23:16):
He is the best. He is the best. We stop
on every single floor. We'll be up on the eleventh
floor and of course he stops or he'll press the
buttons to go to every single floor. Sometimes he'll startle
people when the door opened.
Speaker 1 (23:28):
Last was it last week or the week after? When
they were here, and I will tell you I wish
I would have taken a picture.
Speaker 2 (23:35):
So I was on the second floor.
Speaker 1 (23:36):
I was going up to see a family and something
caught out of the corner of my eye and I
looked and it was Surper walking out of Levine's Hospital
and like going to the parking lot and just walking
and I remember just stopping and smiling, and people down
below because I was up on the second floor, they
looked up at me and then looked over and then
(23:56):
you saw big smiles on their face. And then Locklair
was walking out and said, what are you looking at.
I'm like, just look at Surper in a big smile.
Just it's that type of joy to find in the
little things. But most people think that's a little thing,
but to us, it's just what you need at that moment.
And then you can go up and you're like, you
(24:17):
know what I got this today, It's gonna be fine.
Speaker 4 (24:19):
To see the joy it brings. Yes, And that's the
perfect word to see the joy that it brings. It
just really it lets you know you're doing your job
that day, you know, and the impact it has keep
pounding kids to be able to you know, choose a
patient to go to a game, to be on the field,
(24:41):
to have a surprise visit on the side from one
of the players. It was a Monday night football game.
I don't know how long I'm trying to remember, probably
eight nine years ago. It was pouring rain and I
was on the sideline with him and his mom and dad,
and I kept saying, are you okay? Are you okay?
I was so worried about him, because here it's raining
(25:03):
and you have a child who's immuno compromised, and he's like,
this is the best day of my life. And as
the rain is pouring down his face and of course
I've got tears running down my face. You can't tell
it's tears because it's raining, and it just it just
left him with such an impression that it really helped
(25:24):
him in his journey. Things like that helped these families
in their journeys.
Speaker 1 (25:28):
So, speaking of that, keep pounding, Carrie. The Panthers donated
a drum, and the first time we got to use
it was actually when Greg's son was getting discharged, but
there was another transplant kid that got to hit it
first because he got discharged that day before TJ and
now we have it set up. And then the Charlotte
FC donated the throne, miniature throne, so the kids can
(25:53):
choose if they want to sit in the throne or
they want to hit the drum. And I will tell
you our offices are on the second floor. And just
to hear that boom, boom boom, and everyone cheer. We
have the security guards involved. Now we have guest services involved.
Now we have the valet people. Everyone cheers as they're leaving,
because if you come in for a new diagnosis of
(26:16):
type one diabetes, or you come in for a new
diagnosis of cancer, or you're leaving after a surgery for
your appendix, whatever it may be, everyone matters. You walked
in and you're walking out, and to have that joy
that brains, oh my god, in the giggles, it's it's infectious.
Speaker 4 (26:36):
We all look up, Ye're all smiling because we know
what's happening. We might not be seeing it at the moment,
but we can hear it, so we know what's going on.
We know there's another one going home though. What we want.
Speaker 3 (26:45):
Gosh, I told you if I had goosebumps before now,
and that was what I was going to ask you next,
kim is is I imagine that sometimes it is hard
to you are the support system for these families, and
there are some some families in there going through some
very rough I would say almost every family in there
is going through something that no family wants to go through.
(27:06):
But yet you both and I know your team has
this infectious energy. So how do you keep that up
and manage just the difficulties that come your way on
a daily basis and still manage to be so strong,
so enthusiastic for these families every day because you say
(27:27):
you sat that you know you talk and it's so amazing.
But I know you both are dealing with a lot
that comes your way as well and being strong for
these families.
Speaker 1 (27:36):
I think you are right that it is difficult. There
are some days and even as a bedside nurse, I
would get to my car and literally maybe sit in
the parking lot for ten twenty minutes and just cry
or scream or just wonder why. And I think, in
this job it's gonna sound corny, but I thought like
(28:00):
I hit the lottery when I became an intensive care
nurse at the young age, right out of school into
work in pediatrics. That was my dream and to do
cardiac and Pede's I see you.
Speaker 2 (28:12):
But then when this.
Speaker 1 (28:14):
Offer came around, and I just felt like I got
to win the lottery twice. To be able to work
with these families and the things that I've learned from
these kids, To be able to sit and listen to
someone that just wants to talk for a little bit,
it is truly rewarding, and it's all about them and
(28:35):
what I can do. But I also what fills my
bucket is the rounding part, to be able to go
room to room. And I will tell you normally everyone,
it's great. The nurses have updated us, the doctors are wonderful.
I love evs. You know, I love pizza. I can
eat pizza every day. From food and nutrition, but those
(28:57):
are what you hear more and more, not so much
the ones that are missing out and I'm able to
help them. But that's those are the days where I'm like,
you know what, today, I'm just going to round because
I gotta move everything else aside, because that's what I
need right now to refill my bucket. My kids will
laugh sometimes they'll be like, Mom, you're really quiet, and
(29:18):
my daughter will say, Mom, I know you talk so
much at work, but I just have to ask you
one thing about school, and I'm like, okay, I navy
need to like refocus tomorrow, you know, and see what
I can do. But I think anytime I can alleviate
stress on these families, bring their anxiety down, let them
know it's not okay. I know today sucks, but tomorrow
(29:41):
it's going to be better. Let's go minute by minute
or day by day. That is why I show up
to work every single day for these families and knowing
that maybe in a day I can help one person.
I don't know about you, Carrie, but that one person.
Without us there, maybe we wouldn't have been able to
help them.
Speaker 2 (29:58):
So we have to.
Speaker 1 (30:00):
And if someone tells me no, Carrie knows, I'm gonna
go back. You're gonna hear from me tomorrow. You're gonna
hear from me the next day. And you might not
tell me yes, but I'm going to somehow. If my
intent is good, I'm gonna get around. I'm very gray.
I live in the gray kind of zone at work sometimes.
Speaker 3 (30:16):
What these families need. It's amazing that they that they
have your team, Carrie, What about you?
Speaker 4 (30:20):
What keeps saying, so well, I have the fortunate. I
don't want to say pleasure, because I meet with families
after they've gone home and they have not had a
good outcome, they have had a very sad outcome, but
I get to meet with them. Sometimes I'll hear from
people a month after they might have just lost a
(30:41):
child to a year during COVID, I we changed roles,
and I was outside when everything first started, where we
were taking temperatures and you know, asking a million questions
of these families, and you know, you could see the
stress in their face, and it's like I would help
them get inside as soon as I could. But I
(31:02):
had a mom get out of a car and she
just fell into my arms. And I didn't understand why
until a whole year later. I wondered what happened with
this mom and what the situation was. And I got
a phone call and I was talking to this woman
for quite some time, and she was telling me that
(31:24):
she wanted to come back and give to the hospital
that really supported their family during a very very difficult time.
And she kept talking, and the more she talked about
that day, I realized I was the person that was
standing there that she fell into my arms, that we
got her into the hospital, and a whole year later,
(31:46):
I got to tell her that I thought and prayed
for her all year long. And it's families like that,
they'll come back and they want to give to the
care team, to the families because they supported them immensely
why they were going through an extremely difficult time. And
I look at those families and say, if they have
(32:08):
the strength to come back after a situation like that,
I can do it every day. I can come back
in and do it again. Like Kim says, sometimes you
need time to decompress a little bit. You know, it
might be going out for a walk for fifteen minutes
to get away from your desk. But you take the time,
you learn yourself what you need for your own self care,
(32:30):
and you do. Sometimes it's easier said than done. As mothers,
as wives, we all know that you know, the needs
of our families come first. But when I'm at work,
the needs of our families at elsh come first. And
I'm the fortunate one that get to help in that
every single day. Anybody that knows me know that, I'll say, hey,
(32:52):
I chose to apply for a position at Levine Children's
hospital and they chose me back. I'm going to give
them one hundred.
Speaker 3 (32:59):
Percent and you do, and you do. We can all
attest to that here. Santha's absolutely I want to know
if you can both. I know there's been so many
you can both give me a moment in your time
at L where you're like, yes, like this is a win.
I am so happy for this failure. I'm so happy
(33:20):
with what we were able to do. And I know
there's so many, but for all that you both do,
what are some moments that stand out to you?
Speaker 4 (33:30):
Kim?
Speaker 1 (33:31):
Gosh, there are so many, there really are. There are
which is great, which you're just like, I think the
moments that catch me off guard is and I when
I'm at target off of work, or when I am
walking you know, on a greenway somewhere with my kids
(33:53):
Ben in Caroline and a family will say to me, Kim, Kim,
is that you? And You're like, who knows me? And
they will go on to say like, you guys have
no idea what your mom did for us when we
were in the ICU, Like we were having such a
hard time and your mom listened and your mom took care,
(34:18):
and look at how great they're doing now. You know,
it's those types of things and then my kids are
just like, wow, Mom, how neat was that?
Speaker 2 (34:26):
You know?
Speaker 1 (34:26):
And when switching into this role, it was different because
they've only known me as the nurse mom, so switching in.
But one of the things that we got last year
was a train and it's outside the resource library. And
one thing that as a bedside nurse I would always
know was that child Life isn't there twenty four hours
a day. I hope we get to a point where
(34:47):
they are and the resource library is not open twenty
four hours a day. I wish that it was, and
hopefully one day we can get there or on the weekends.
But Callie Dobbins and administration and Clay Lockley are helped
us put together this train. So it's a huge train
that we have and we stock it with toothbrushes, toothpaste, shampoo,
(35:09):
Spanish books, activity books, plato, anything that you can think of, blankets, socks,
and my kids now that the hospital is opening up,
I knew that there was one Friday got out of
there late and I forgot. I'm like, I think I
forgot to fill the train and I knew, and so
my kids are like, Mom, it's the weekend, we will
(35:31):
wear masks and you know, and I'm like, masks weren't
even you know, we just were getting rid of them.
And they're both vaxed, and they're like, can we come
in and help you fill that train up? So they're
actually seeing that part And to know that a shampoo
that they use every single day, that parents don't have
access to that in the hospital and we make them
(35:52):
have access to that, you.
Speaker 2 (35:53):
Know, the kind of shampoo that they really like.
Speaker 1 (35:56):
Those things matter and I think it makes my kids
appreciate it more so that to me is those are
the winning moments.
Speaker 3 (36:03):
Absolutely absolutely, Carrie, what about you?
Speaker 4 (36:06):
Definitely a winning moment and something that always stands out
with me. We had our first lights for Lavine's and
which is such a fun event and we were so
excited about it. We had Santa the one year and
I knew there was a little girl on her eleventh
floor that really wanted to see Santa and trying to
(36:26):
make that work with his schedule, and I knew he
was coming, and at the last minute, I said, do
you think you could make a visit to a room
and we brought him in the room and she pulled
him down clothes and she just said, I knew you
would come. Oh, and it's still I see it. I
think about it so often when I hear her name,
(36:49):
and just to know that you will. I knew you
would come, just those simple words and you know, just
making her joy at that moment. And any family, any child,
if they had that joy for just one moment, you
know we've done something, okay.
Speaker 3 (37:07):
And that is the joy that you both and your
team are bringing to families every single day, which is
just incredible. I know you have a lot to do,
but before I let you go, I can't believe that
we've buried the lead. I could talk to you about
LCCH all day, but we haven't even mentioned Carrie's big award.
We have gotten this far and you've hinted at it
(37:28):
a little bit about your love for the Panthers and
obviously work. But I did not know this because this
was a few years before I got here. But tell
us about the fact that in twenty seventeen you were
the Panthers a fan of the year. I need to
know everything. I can't believe I didn't know.
Speaker 4 (37:43):
This, Okay, Well, part of my other life that I'm
extremely proud of is. I'm executive director of Camp Care,
which stands for cancer Ain't really the end and we
take kids with cancer to camp. They get to bring
a sibling, We go for a week the beautiful mountains
of North Carolina. And I was nominated for this award
(38:05):
and it was extremely humbling and one of the proudest
moments of my life. Knowing that my work was camp
was really, you know, something special to share with everybody.
But then to be awarded the money that was awarded,
and I have a miniature panther that weighs like thirty pounds.
Speaker 3 (38:27):
That's a really cool statue.
Speaker 4 (38:30):
But I was so proud of Camp Care and being
a part of that, and to know that we were
awarded one hundred thousand dollars and which was just incredible.
And we're still kind of a small grassroots organization, nonprofit
that we just love these kids and so it's an
(38:51):
extension from the hospital and to see these kids out
in the setting of you know, campgrounds and swimming and
tubing and doing all these different things. It was a
very proud, humbling moment. And but you know, I owe
it to everybody that I work with. I have a
great camp director and program director and all our staff
(39:12):
and you know, a great board. So it was fun.
It was a lot of fun. I got to beat
the drum. That was like one of the most that's awesome.
Speaker 3 (39:20):
I've never gotten to do that. I'm jealous. Well yes, well,
Carrie Kim, thank you so much for being here, for
talking to me. I'm so excited for everyone getting to
listen to this episode. Your energy, your enthusiasm is infectious
to our real life angels on Earth, and I thank
you both for all that you do in conjunction with
(39:43):
our organization and for letting me be a part of it,
and for all that you do for all of these families.
It's just been an honor to talk to both of you.
So thank you both for the time.
Speaker 4 (39:53):
Thank you oh much.
Speaker 2 (39:54):
It's been fun. It's been a lot of fun.
Speaker 4 (39:56):
Can you tell me like to talk about it?
Speaker 3 (39:57):
You said you guys should start your own podcast, the
ld H Podcast. I would listen, so I'll be listening
for that to come out soon.
Speaker 2 (40:04):
Okay, I love it, Yes, yes, absolutely,
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