Food Service team members at The Mount Sinai Hospital, from left: Marthe Kiemde, Tiffany Then, Katherine Lizardo, and Seaan Maldonado

“Every time you smile at someone, it is an action of love, a gift to that person, a beautiful thing.” – Mother Teresa –

With the onset of COVID-19, the world masked up, and our smiles were hidden. In an effort to bring a source of comfort and connection to our patients, families and staff, the Friendly Faces program was developed and implemented in Spring 2020. “Having our faces visible on these enlarged badges allows for patients to more easily connect with their care team, and it also helps staff feel more of a connection with their colleagues”, says Erica Rubinstein, VP of Service Excellence and Patient Experience for MSHS.

Thandiwe Kangwa, a member of the Mount Sinai Beth Israel Patient Experience team, embarked on the mission of bringing Friendly Faces to MSBI and New York Eye and Ear Infirmary of Mount Sinai. With technical guidance from Drew Copeland, RPSGT, CCSH, and Zachary Roberts, RPSGT, and operational support from Nancy Paljevic, Administrative Assistant, Thandiwe worked with a team of volunteers to create and distribute the badges to MSBI staff.

The enlarged badges mean that the faces of employees are now visible to patients.

One volunteer is Marissa Albanese, a patient with multiple sclerosis who assists on nights and weekends. Thandiwe asked Marissa why the project was so important to her, and then told Marissa’s story in a video with the help of per diem photographer Raymond Liang.

“It means the world” to a patient to see the kind faces of caregivers, Marissa says. “It just makes me feel better.”

Thandiwe’s efforts are appreciated by everyone at MSBI, says Jeremy Boal, MD, President of Mount Sinai Beth Israel and Mount Sinai Downtown. “Thandiwe and her team created something so meaningful that benefits our entire community,” he says. “We are thrilled to bring this resource to our staff and create opportunities for increased connection.”

This program continues to be supported by The Joseph F. Cullman Jr. Institute for Patient Experience and led by Emily Jweid, Manager of The Cullman Institute.

Christine and Nick with their newborn. The family thanked Mount Sinai West for their excellent care with a video from the National Tour of “Les Miserables.” The video can be viewed here.

Christine Cartell was understandably concerned when she arrived at Mount Sinai West three weeks early on April 1, 2020, to deliver her first child. She was experiencing a pregnancy complication called a placental abruption, which occurs when the placenta separates from the inner wall of the uterus. Fortunately, this did not affect her baby’s health, but Christine lost a lot of blood. And she had other reasons to feel anxious. The obstetrician who had followed her pregnancy was not on call at the time of her admission. Also, hospitals were in the early throes of the COVID-19 pandemic.

But there was good news too. Though not allowed to stay through recovery, Christine’s husband, Nick, was allowed to be with her during labor and delivery. And Christine felt her care from Mount Sinai West faculty and staff was outstanding. She has only praise and thanks for the Triage, Labor and Delivery and Recovery/Postpartum teams that cared for her.

“The team was incredible, especially Melissa Davis, NP, whose skill at finding the position that helped my labor progress when I was had not done so for over 12 hours was a factor in ensuring that I would not have to deliver via cesarean section,” Christine says. “I also want to thank the angel anesthesiologist who gave me two epidural boosters so I could get some rest. Everyone was kind and lovely, including the receptionist and the kind gentleman who helped me downstairs on discharge day.”

Christine appreciates the communication among the team and with her to explain procedures and the reasons behind them. Important to her, the teams were respectful of continuous conversations she and Nick had with her doula over FaceTime. “I wanted the partnership with a doula for my husband as much as for me,” she says.  “It gave me peace of mind that I had another expert to educate us, and to reassure us. It was helpful that my doula’s advice to me was welcomed by the nurses.”

Christine thanked her caregivers with a thoughtful note and an added surprise. Her husband had just concluded a run with the National Tour of Les Miserables, and in partnership with the Clear Day Project, he asked his fellow actors to join in a video dedicated to the front-line health care workers in this pandemic, but especially the Mount Sinai West teams that cared for Christine.

“My husband and I are so grateful to the staff at Mount Sinai West for keeping us safe and healthy. The video is a very small token of gratitude from us and Les Miz cast members,” Christine wrote. “We hope this brings you some joy and a boost to you all on the front lines of this crisis.” The video can be viewed here.

From left: Stephanie Lehrman, LCSW, Jessica Fernandez, PA, Marissa Senise, NP, Jorge Gomez, MD, Andrea Wolf, MD, MPH, Kenneth Rosenzweig, MD, and Thomas Marron, MD, PhD.

The International Association for the Study of Lung Cancer (IASLC) selects four cancer care teams from around the world for a prestigious honor—the IASLC Cancer Care Team Award. And among those teams, the overall winner was from The Mount Sinai Hospital.

The association recognizes institutions in North America, Europe, Latin America, and Asia/Rest of the World that provide exceptional care for patients with lung cancer and thoracic malignancies. The Mount Sinai Hospital team, named below, received top honors in 2020.

• Andrea Wolf, MD, MPH, Director of the New York Mesothelioma Program and the Mount Sinai Women’s Lung Cancer Program
• Jorge Gomez, MD, Medical Director, Mount Sinai World Trade Center Oncology Clinic, Medical Director Solid Tumor Oncology Inpatient Unit, The Mount Sinai Hospital
• Jessica Fernandez, PA
• Marissa Senise, NP
• Thomas Marron, MD, PhD, Assistant Director of Immunotherapy and Early Phase Trials at The Tisch Cancer Institute
• Stephanie Lehrman, LCSW
• Kenneth Rosenzweig, MD,  Professor and Chair of Radiation Oncology, Icahn School of Medicine at Mount Sinai

Winners are selected based upon nominations by patients and their families. The Mount Sinai team was nominated by two patients. Dan Purus was one of them. Dan had been diagnosed with lung cancer after an initial diagnosis and surgical treatment for kidney cancer. He was referred to Dr. Wolf by a friend, and she was by his side when he underwent a lung biopsy at The Mount Sinai Hospital and was the surgeon who later operated on him. Dan also underwent chemotherapy under the direction of Dr. Gomez. Because there is the possibility of metastasis to the brain, the team considered brain radiation, but the team and Dan agreed it would not be necessary at this time.

“I am blessed to have been treated by this team. It was clear they wanted the best outcome for me medically, but at the same time, they were always cognizant of my emotions; my feelings. They worked collaboratively as a team and always in partnership with me.” He adds, “They never made me feel as if I was bothering them. They were always interested in what I had to say, always there to answer my questions. Their actions calmed me and gave me confidence in the treatment plans and in my future.”

“Oftentimes delivery of patient care is at its best when multidisciplinary team members offer the patient seamless and informed communication, as well as an individualized treatment plan based on not just the patient’s needs but the patient’s wishes,” says Fred R. Hirsch, MD, PhD,  Executive Director of the Center for Thoracic Oncology in The Tisch Cancer Institute, and the Joe Lowe and Louis Price Professor of Medicine (Hematology and Medical Oncology), Icahn School of Medicine at Mount Sinai.

Dr. Wolf echoes this sentiment. “Patients’ input is critical to better outcomes in cancer care. Patients do better if they are partners in their care,” she says. She also is thrilled to work together with this group, who are experts in their fields. “I feel so lucky to be a part of this team.”

Every day, Ali Spikestein, MS, Certified Child Life Specialist, brings smiles to her young patients and their families who are being treated at the Mount Sinai Blau Center for Children’s Cancer and Blood Disease.

She credits her work partner for many of those happy faces, though. That is because Ali is a facility dog handler and her partner is Professor, a golden doodle who has been on the Mount Sinai Hospital staff since 2017. Professor is one of three facility dogs who work full-time as part of the Paws & Play program in the Child Life and Creative Arts Therapy Department.

Ali explains that Professor allows her to do her job better. “He can provide physical comfort, which goes a long way in helping patients cope and adjust, especially when I am doing my part explaining treatments and outcomes; these are sometimes difficult discussions.” She adds, “Professor provides consistency for children and their parents who may be lacking that as they progress through their disease journey.”

Ali says that children mark their calendars in anticipation of seeing Professor and that they say they feel calmer and braver undergoing transfusion and infusion treatments with him in the room.

“I cannot overstate the impact that Professor makes,” she says. “And not just on patients; he is a morale booster for staff, too.”

In addition to providing comprehensive child life and animal-assisted therapy programming, Ali is driving an innovative research study investigating the effectiveness of utilizing a facility dog during invasive medical procedures. Her data is close to being finalized, but she expects it will provide evidence of what she sees happen whenever Professor connects with a patient: lowering of anxiety and distress.

Morgan Stojanowski, MS, CCLS, Assistant Director, Child Life and Creative Arts Therapy, at Mount Sinai Kravis Children’s Hospital, has high praise for this team.

“We are very fortunate to have Ali and Professor as members of the Child Life and Creative Arts Therapy Department,” she says, “and we are proud of their amazing work. “

Members of the REACH Program Multidisciplinary Team at weekly case conference.

David Rivers, was dealing with addiction, medical issues, and other personal challenges when he found the REACH program at The Mount Sinai Hospital. It had been a 10-year cycle of trying to find his way, but he discovered the path to turning his life around through REACH. “They do it all, and then some,” he says. “Importantly, everyone at the program shows genuine concern for you, from the secretaries to the doctors in charge.”

The Respectful and Equitable Access to Comprehensive Healthcare (REACH) Program provides a patient-centered, harm-reduction approach to primary care for people who use alcohol and other drugs, and for people living with hepatitis C virus (HCV) infection. Located within The Mount Sinai Hospital’s Internal Medicine Associates, REACH offers comprehensive primary care services, including office-based buprenorphine treatment, stigma-free risk reduction counseling, HCV treatment, overdose response training, integrated behavioral health care, and support groups.

Jeffrey Weiss, PhD, Associate Professor of Medicine, and Director of the REACH Program says that offering these services can change how patients with substance use disorders perceive healthcare. “People who use drugs have very often had predominantly negative experiences accessing health care and are very reluctant to do so, “ he explains. “Our goal is to provide a positive experience grounded in respect, harm reduction principles, and health equity which can start to reset this negative attitude toward health care and lead to successful engagement with our multidisciplinary team of health care professionals.”

Andres Santiago, sober for three years, says REACH is very different from other medical facilities and physicians he has turned to in the past. “Thank God for them,” he says of his providers.  “The services went beyond my physical health; they even included my wife so she could be involved with solutions to problems. There is nothing they can’t figure out.”

Merlene Baker is especially grateful for the respect she receives from the REACH team. “They take time with you,” she explains. “It is a two-way conversation.  I feel comfortable that I can open up and talk freely. And I feel like what I say has value. They truly care about me, and I trust them with my life.”

Andres and David speak with one voice when it comes to recommending the program to others. “If I were asked about the program by a stranger,” says Andres, “I would say you will not regret your decision.” And David says, “It changed my life. That says it all.”

Kelly Purcell, left, with her husband, Kevin, and newborn

Kelly Purcell was already a mother of two, with both children born at The Mount Sinai Hospital, but this time the circumstances were dramatically different. She was due to give birth at the end of March 2020, the beginning of the surge of COVID-19 in New York City. Due to an abundance of caution, there were safety restrictions at that time, and her husband would not be able to be present at the birth, visit, or stay over.

Friends and family offered to host Kelly and her family in Virginia and New Jersey so that she could give birth in a hospital that then allowed visitors. But Kelly only wanted her baby to be delivered by Francesco Callipari, MD, at Mount Sinai, where she believed the best care would be provided for her and her newborn. To her surprise and joy, Dr. Callipari called Kelly a few days before the birth to share the good news that the visitor policy had been updated and healthy partners were allowed to be in the delivery room.

After a successful birth, Kelly wrote a heartfelt note with high praise for her labor and delivery team:

“I am eternally thankful for the care I received at The Mount Sinai Hospital,” she says. “After having regular contractions, it became more difficult to consistently find the baby’s heart rate and when detected, it was dropping during contractions.  All signs were pointing towards an emergency C-section.  Dr. Callipari ushered the extra medical staff who had gathered away and sensing my husband’s worry, he approached him – I think he even grabbed him by the shoulders – looked him in the eye and assured him that he was going to take care of me.  He then worked with me to miraculously deliver my healthy baby girl, who was born with the umbilical cord around her neck.”

Kelly continues, “The postpartum care was equally noteworthy, with doctors, nurses, and staff from patient services, food services, maintenance, as well as the kind hearts who cleaned the room, all going above and beyond to ensure my baby and I felt supported, comforted, and cared for during our stay. The knowledge and experience of Dr. Callipari and the team at Mount Sinai and the sincere and genuine care shown for their patients are unparalleled and simply best in class. In the wake of this pandemic, it was humbling to see the health care providers in their PPE, giving 100 percent of their focus and energy to me and the birth of our child. We are forever grateful that I was able to walk out of the hospital with a beautiful, healthy baby in my arms, and we couldn’t have asked for anything more.”