Weekend Well Visits Make Care Easier for CHOP Families

Steve Callum, Stephanie Gilbert, Tyler Doherty, Erin Bracey, Katherine Marone, Colleen Schlotter and Chelsea Rodia

For many families, scheduling a routine pediatric well-care visit can feel like trying to fit one more piece into an already overflowing puzzle. Between work, school and the everyday demands of life, finding time for a weekday appointment, especially during standard office hours, can be a real challenge. However, these visits are essential. They help track a child’s growth and development, ensure immunizations are up to date and offer a chance to catch potential health concerns before they become problems. 

At CHOP, the Value-Based Care team has long recognized the importance of these visits — not just as a clinical necessity, but as a cornerstone of preventive, high-quality care.  

The COVID-19 pandemic, while deeply disruptive, also sparked a shift in thinking. “We had to think differently about getting children in for well visits after thousands had been cancelled in early 2020,” reflects Stephanie Gilbert, Senior Director for VBC & Data Analytics Improvement. “This forced many practices to think about focused well care delivery a bit differently, especially since physical distancing was a huge consideration at the time.”   

That spirit of innovation carried forward. In 2023, the Value-Based Care team, in collaboration with CHOP’s Center for Healthcare Quality and Analytics (CHQA) and the Human Factors team, began piloting a new approach: weekend well visit events. Inspired by a successful 2020 pilot at the West Grove Primary Care site, the team launched events at three additional locations with the goal of meeting families where they are. 

These events are designed for children ages 4 to 9 who don’t have complex medical needs and are in need of a routine check-up. Instead of a traditional appointment, families move through a series of stations — check-in, vitals, immunizations and provider consults — each staffed by a primary care team member. The flow is smooth, efficient and even fun. Children receive small prizes for completing each step, turning what might be a stressful visit into something to look forward to. 

Feedback from these events has been overwhelmingly positive and has been used to improve future events as well. Many families have commented specifically on the ease and speed of scheduling, and most highlight that they appreciate how fun it is for the children. One parent wrote in after an event to say, “This was the easiest, fastest well visit I've ever experienced. My child loved it; the staff did so well using the structure of the event to minimize any anxiety. And the little gifts were super helpful in keeping my kid's spirits high!”  

By the end of summer 2023, the pilot had proven so successful that the initiative expanded across the CHOP Primary Care Network. As of Feb. 2024, more than 30 events had either taken place or were scheduled, with an estimated 1,500 children expected to be served by the end of the fiscal year. 

Looking ahead, the team sees even more potential. Plans are underway to expand the model to include interpreter-supported events for families who speak languages other than English, and to design events that accommodate families with multiple children. 

At its heart, this initiative is about more than just efficiency. By listening to families, removing barriers and continuously improving the experience, the Value-Based Care team is helping to reimagine what accessible, family-centered care can look like. 

Compassionate Care Inspires Patient and Family

Jade Kelley-Pate 

On Memorial Day 2024, while many were enjoying a long weekend, Jade Kelley-Pate, RN, was caring for patients in the Emergency Department (ED) at the Middleman Family Pavilion in King of Prussia.  

A teenage girl had arrived in severe abdominal pain, visibly distressed. Jade was quickly assigned to her case. From the moment she entered the room, Jade brought calm and clarity. She introduced herself to the patient and her two caregivers, gently walking them through what to expect — who would be involved in the care, what tests were planned and, most importantly, that she would be with them every step of the way. 

"Whenever the family or the patient had questions or wanted to explore alternative treatment options, I spoke with the Emergency Department attending and we came up with the best possible outcome for the patient and the family that was safe and effective and excellent," Jade shares. 

The patient's mother alternated between requests for tasks and profusely apologizing and thanking Jade for her support. Eventually, Jade reassured the caregiver that there was no need to apologize, that this is her job, and she's more than willing to help with anything the patient and her family might need. "I offered this because I recognized the distress the mother was under. The distress of not knowing what was wrong with her daughter, seeing her in excruciating pain and feeling helpless as a mother," says Jade.  

When a second caregiver arrived, Jade reintroduced herself, updated him on the patient’s progress and made space for his questions. In total, Jade spent ten hours with the patient and her three caregivers, never wavering in her attentiveness or compassion. 

“When I first met this patient, she was hunched over in excruciating pain — crying, sweating and in a true state of distress,” Jade recalls. “By the end of our time together, she was smiling, pain-free and happy.” 

As the patient prepared for discharge, Jade took a moment to connect on a personal level. She asked about prom, summer plans and college dreams. The teen lit up, sharing stories and even showing off prom photos with her mom.  

That connection left a lasting impression. The patient’s mother later wrote to CHOP’s Office of Feedback, praising Jade’s care: “She was attentive, patient and incredibly kind to my daughter. She did her job, but most importantly, she cared for and made a difference to a young aspiring nurse. My daughter pointed to Jade and said, ‘That is the type of nurse I want to be. Someone who makes people feel comfortable and safe, even in the most uncomfortable situations.’” 

Only at the end of the visit did the mother reveal that she was a CHOP employee of 25 years. The caregiver Jade had spent her shift with was Ebony Abrams-Ruth, Care Network Practice Manager II.  When asked why she hadn’t mentioned it earlier, Ebony explained that she wanted to see how the team would respond without knowing who she was. What she witnessed left her deeply moved. 

“Jade treated my daughter with the utmost care and professionalism,” Ebony says. “She was a true breath of fresh air during a stressful time. She took the time to explain everything, provide excellent care and show such gentleness.” 

For Jade, the praise was humbling, but not out of the ordinary. “This was just another day in the Emergency Department, taking care of my patients and their families,” she says. “I always try to care for others the way I’d want someone to care for my own daughter.” She adds, “Our services aren’t fueled by thanks. But when my work is acknowledged, it’s confirmation that I’m working in my purpose. And to know I inspired a young teenager of color to want to be a nurse — that was extra credit.” 

New Hope for Faster Concussion Recovery 

Akiva Cohen, Kristy Arbogast, Matthew Kirschen, Daniel Corwin and Christina Master

In the first clinical trial of a targeted pharmacologic therapeutic for mild traumatic brain injury in pediatric patients, scientists from the Minds Matter Concussion Frontier Program at CHOP found preliminary evidence that adolescents and young adults with concussion who take a specific formulation of branched chain amino acid (BCAA) supplements after injury experience faster symptom reduction and return to physical activity. The findings were published online by the Journal of Neurotrauma. 

More than two million concussions occur in the youth and adolescent population in the United States each year. The mainstay of treatment remains symptom management with temporary modification of cognitive and physical activity and over-the-counter medication. Although active rehabilitation strategies have shown promise for improving recovery time, including aerobic, vestibular and vision interventions, these can be time and labor intensive. To date, no targeted pharmacologic intervention to improve clinical outcomes in concussion has been evaluated in humans.  

That changed with a pilot clinical trial led by CHOP scientists, including Akiva S. Cohen, PhD, Professor of Neuroscience in the Department of Anesthesiology and Critical Care Medicine at CHOP and the Perelman School of Medicine at the University of Pennsylvania. Dr. Cohen had previously demonstrated in animal models that a specific blend of branched-chain amino acids (BCAAs) — leucine, isoleucine, and valine — could improve brain function after traumatic injury. The next step was clear: test the formulation in humans. 

“The goal of this pilot study was to determine, among several different doses, whether our specific formulation of BCAAs could accelerate recovery with faster reduction in symptoms and return to baseline physical activity,” Cohen says.   

Between 2014 and 2020, the team conducted a double-blind, randomized controlled trial involving 38 adolescents and young adults, ages 12 to 30, who had recently experienced a concussion. Participants were recruited from across CHOP’s outpatient clinics, urgent care centers and emergency departments. They were randomly assigned to receive either a placebo or one of four different doses of the BCAA supplement. Over the course of 21 days, participants completed daily assessments, tracking symptoms, cognitive function, physical activity and any side effects. 

The study found that participants who received the BCAA supplement experienced a faster and more significant reduction in symptoms compared to those who received the placebo. For every 500 grams of the supplement consumed, symptom scores dropped by an average of four points on a 54-point scale. Physical activity levels also improved more quickly, with participants reporting increased ability to return to their usual routines. Importantly, the supplement was well tolerated with no serious side effects reported. 

“Our results demonstrate that this specific formulation of BCAA supplementation is a highly promising treatment that addresses the underlying mechanisms driving concussion symptoms,” said Daniel Corwin, MD, MSCE, Assistant Professor of Pediatrics and Emergency Department Lead of the Minds Matter Concussion Frontier Program. “While a larger study is needed to confirm the formulation’s efficacy before routine use of BCAA supplementation should be recommended, we are extremely encouraged by these preliminary findings.” 

The study, published in the Journal of Neurotrauma, represents a significant milestone in concussion research. It was supported by The Dana Foundation, CHOP’s Frontier Program, and several national research grants, including from the National Institutes of Health and the Veterans Affairs Clinical Science and Research Department. 

Life-saving Guidance When Minutes Count

Mimi Eagan 

It was a quiet summer evening when a call came into CHOP’s Poison Control Center. On the other end of the line was a young adult, scared and uncertain, who had taken nearly two dozen Tylenol PM caplets the night before. The voice on the line belonged to someone who wasn’t sure if they wanted help. 

Mimi Egan, a Poison Control information specialist nurse with nearly 20 years at CHOP and 25 years of prior nursing experience, answered the phone. She immediately recognized the signs of a possible self-harm attempt. With calm, nonjudgmental questions, she began to gently gather information. 

“I’ve learned that providing the best care possible doesn’t leave room for judgment,” Mimi says. 

The caller explained that they had taken the pills before going to bed, unsure if they would wake up. When they did wake up, they were experiencing stomach pain and persistent nosebleeds. Fear had set in. Mimi’s steady voice and compassion allowed for trust between her and the caller. 

“In this role, your communication skills have to be polished,” Mimi explains. “You can lose someone’s trust with just your tone or how you frame a question.” 

Mimi knew time was critical. She needed to convince the caller to go to the hospital — but gently and respectfully. She explained the risks in plain language: liver failure, worsening pain, the possibility of needing a transplant. Mimi asked if someone could drive them. If not, would they allow her to call an ambulance? She reminded them of what she had already learned from their call: that they wanted help, that they didn’t want to suffer the consequences of inaction. 

Together, Mimi and the caller made a plan. Mimi would call back in 30 minutes to check in. When her call went to voicemail, she didn’t stop. She sent a message through CHOP’s new Electronic Health Record platform, Intellitox, while continuing to assist other callers in crisis. 

Eventually, the caller responded. They were still hesitant. Mimi urged them again: there was no more time to wait. After some time, a notification came in from a local hospital. A young adult had arrived with a toxic Tylenol PM ingestion and signs of liver failure. It was Mimi's caller. 

The hospital team, unsure how to proceed, reached out to CHOP’s Poison Control Center for guidance, something that happens often, as most providers don’t specialize in toxicology. Over the next several days, Mimi and her colleagues — nurses, pharmacists and a pediatric emergency medicine fellow — provided around-the-clock support to the hospital team. 

The patient was transferred to an academic medical center, where the Poison Control Center continued to guide treatment. Then, Mimi received good news: the patient’s condition began to improve. After six days of care, their liver function stabilized. A transplant was not needed, and they were discharged home. 

This story is just one of many. In 2023 alone, CHOP’s Poison Control Center received over 2,000 calls related to pediatric self-harm. Acetaminophen — like that found in Tylenol — is one of the most common substances involved. The Center works closely with CHOP’s Office of Community Impact, PolicyLab, the Center for Injury Research and Prevention and other partners to prevent these poisonings and create safer homes for all families. 

Our Poison Control staff are skilled communicators, crisis responders and compassionate listeners, providing free, life-saving care to more than nine million people across Eastern Pennsylvania and Delaware. 

“There are only 12 of us,” Mimi says, “but we’re exceptional. And I’m proud to work on this team.” 

Helping Families Weather the Storm

Amina Khan and Laura Adang 

In early Oct. 2024, the southeastern United States braced for back-to-back storms. First came Hurricane Helene, followed just two weeks later by Hurricane Milton, a powerful Category 5 storm that forced thousands of Floridians to evacuate. As the nation watched the devastation unfold, life at CHOP continued with its usual rhythm. But for one team, the storms sparked a moment of quick action and extraordinary care. 

Amina Khan, an Information Analyst III in the Department of Biomedical and Health Informatics, was preparing for a routine Leukodystrophy Center team meeting. In her role, Amina supports five major research projects by managing and delivering clinical data, work that is often behind the scenes but critical to patient care. 

During the meeting, Laura Adang, MD, PhD, MSTR, of the Division of Neurology, raised a concern: several of their leukodystrophy patients lived in Florida. With Hurricane Milton rapidly approaching, the team needed to know how many patients were in the storm’s path and whether they were safe. Did they have enough medication to get through the coming days of evacuation, sheltering, and supply disruptions? The storm was less than 24 hours from landfall. 

Without missing a beat, Amina quickly pulled a detailed report of all CHOP leukodystrophy patients residing in Florida. Within the hour, she had compiled a list that included contact information, preferred language, city of residence and whether the patients had access to MyCHOP. It was everything Dr. Adang needed to begin reaching out. 

One name on the list stood out: a patient with end-stage metachromatic leukodystrophy living just outside Tampa, FL. When Dr. Adang contacted the family, she learned they were in crisis. The patient had only two doses of diazepam left. With pharmacies closed and their local care team unreachable, the family had made the difficult decision to stay put, fearing they’d be stranded without medication if they evacuated. 

Thanks to Amina’s swift response and Dr. Adang’s proactive outreach, the CHOP team was able to step in. Together, they worked with the family to develop a medication coverage plan using the limited supply they had on hand. It was a lifeline in a moment of fear and uncertainty. 

The family weathered the storm safely, and they never forgot the support they received. 

“Dr. Adang demonstrated incredible compassion by thinking proactively about her patients in Florida,” Amina says. “And the excellence of our back-end data team made it possible for me to retrieve the information so quickly using CHOP’s trusted data layer.” 

For Amina, it was a moment that underscored the power of collaboration and the impact of every role at CHOP — whether at the bedside or behind the scenes. “I’m very proud to be part of this team,” she says. 

Progressive Care Unit Staff Brings Snow Day Joy to Patients

Morganne Dougherty, Sydney Jenkinson, Eliza Phenneger and Kristin Holmes  

On a brisk Jan. morning, as snow blanketed the city, Morganne Dougherty, Clinical Nurse Expert on the Progressive Care Unit (PCU) 7NE floor, made her way from the University Avenue Employee Parking Lot to Main Hospital on CHOP’s Philadelphia Campus. As she walked, her eyes lit up with excitement for her patients. Snow had arrived, and with it, an opportunity to bring a bit of winter magic to the unit. 

The Progressive Care Unit is home to 25 patients, many of whom are ventilator-dependent and face significant obstacles to experiencing the world beyond their hospital rooms. For some, even the simple joy of touching snow is out of reach. Morganne was determined to change that. 

She headed straight to the cafeteria and purchased large soda cups for collecting snow. As she explained her plan to the cashier, a nearby customer overheard and, moved by Morganne’s mission, quietly stepped in to pay for the cups. With her arms full, Morganne stepped back into the cold and began filling each cup with fresh snow, carefully packing them to preserve the fluffy texture. 

Once back inside, she tucked the snow into a freezer and alerted Child Life Specialists Kristin Holmes and Sydney Jenkinson that the snow was ready. To encourage patients to experience the snow, Kristin and Sydney created interactive activities, involving snow and food dye, that multiple patients participated in. 

Morganne’s dedication to creating moments like this is rooted in her earliest memories at CHOP. “The first shift I ever shadowed here, I was able to take a trip outside with a 10-month-old patient who had never been outdoors,” she recalls. “I want to create that kind of magic for my patients whenever I can.” 

The snow brought smiles, laughter and a sense of normalcy to patients and their families alike. In a place often filled with uncertainty, these moments offered lightness and connection. 

Just a few days later, on Jan. 19, 2024, another snowstorm swept through Philadelphia. This time, the team took things a step further. 

Inspired by the joy the snow had brought indoors, Clinical Nurse Eliza Phennenger, Child Life Specialist Sydney Jenkinson and Respiratory Therapist Carole Martin began planning something special for one long-term patient who had been on the Progressive Care Unit for several years. The team knew this patient well and worked especially hard to keep him engaged and uplifted. 

“I always try to come up with new ways to engage with the patient and keep him entertained. It is hard being in the same small space for an extended period of time, and his diagnosis can be difficult to manage. Keeping him engaged in activities really helps the entire team make his day a good one,” explains Eliza.  

After seeing how much he enjoyed playing with — and mostly eating — the snow indoors, the team wondered if they could take him outside to experience the real thing. 

With careful planning and collaboration, they made it happen. Eliza, Sydney, Carole and two Behavioral Health clinicians bundled the patient up and gathered everything they needed: a wheelchair, ventilator, oxygen, suction, a pulse ox monitor and an emergency go-bag. Together, they wheeled him just outside the front doors and to the garden between the front of the hospital and the Emergency Department. 

“He loved grabbing the snow from the benches, and once we showed him how to make snowballs, he had a blast throwing them at us (which was encouraged, of course). He loved feeling it and noticing the temperature of the outside and the snow,” says Eliza. 

The group helped the patient pile some of the snow into the back of his wheelchair to take back inside for more fun, a reminder that even in clinical settings our patients can experience the joys of childhood. 

Compassion, Determination and Teamwork Bring Comfort to Grieving Families

Allison Longenecker, Morgan Lieberman, Kelly Goldin, Jon Thompson 

The start of Allison Longenecker’s shift on the 3E/3S Oncology/Blood and Marrow Transplant Unit was somber. A young patient had just passed away, and their room was slowly filling with grieving family members — each one arriving quietly, taking a moment to sit beside the patient’s mother. 

“I felt like the family needed something from the CHOP team,” Allison recalls. “Something that could show our support without being too overwhelming.” 

She remembered a small but powerful gesture from her previous hospital: a “comfort cart” stocked with snacks and drinks, offered to families during moments of loss. It was a quiet way to say, “We see you, and we’re here for you.” Curious if CHOP had something similar, Allison asked around. No one had heard of such a resource. 

“I remembered how amazing the bedside nourishment had been at the previous hospital where I worked,” Allison shares. “It was special to be able to provide families support from afar while they were grieving their loved one privately.” 

Allison brought the idea to her unit’s bereavement committee, which helped elevate it to the Enterprise Bereavement Committee (EBC), led by Kelly Goldin, Bereavement Coordinator at the Justin Ingerman Center for Palliative Care. The response was immediate: this was a need worth meeting. 

Enterprise Bereavement Committee co-chairs Morgan Lieberman and Jamie Yuerek, along with Kelly, began mapping out what it would take to bring the idea to life. They reached out across departments, including Operations, Nutrition Services, Foundation, Patient and Visitor Services and Nursing. Everyone agreed to support the project, but there was one hurdle: funding. 

Still, the team pressed on. Jon Thompson, AVP of Philanthropic Strategy & Technology and an Enterprise Bereavement Committee member, submitted a proposal to the CHOP Women’s Committee. The request was swiftly and enthusiastically approved. 

With support secured, Jimi Schloth, Stephanie Wiegert and Gabrielle Sullivan from Nutrition Services got to work designing a box of non-perishable items that could be delivered directly to the bedside. The team carefully considered cultural and dietary needs, ensuring the boxes would be inclusive and comforting. 

Each box, filled with items like shortbread cookies, pretzels, chips and sodas, is designed to serve four people. Thanks to a partnership with Patient and Visitor Services, they’re available 24/7, ready to be delivered whenever a family needs them most. 

“We hope this project shows our commitment to listening to staff and advocating for identified needs, while also demonstrating CHOP’s ongoing devotion to family-centered care,” says Morgan. 

Making a Flower Girl’s Dreams Come True 

Kristen Holsten and Madison Tio 

When Avery, a young patient recently diagnosed with leukemia, was admitted to the Middleman Family Pavilion at King of Prussia, her family was still holding onto hope that she might be discharged in time for a very special occasion: her uncle’s wedding. Avery was chosen to be the flower girl, a role she was excited to play. But as the days passed and her condition required continued care, it became clear she wouldn’t be able to attend. 

Disappointed and looking for a way to make Avery feel included, her mother approached the care team asking if they could bring a piece of the wedding to Avery. 

Without hesitation, a team of compassionate staff sprang into action. Kristen Holsten, Advanced Child Life Specialist; Kelly Mullarkey, Clinical Supervisor; Madison Tio, RN; and Lyonell Ellis, Acute Care Technician, spent the day transforming the hospital into a space where Avery could feel like she was part of the celebration. 

The morning began with a surprise visit from Avery’s uncle, dressed in his wedding tuxedo. He arrived at the hospital to take photos with Avery, capturing memories they both would cherish. Kelly and Madison worked together to safely unhook Avery from her IV pole so she could step outside and see her extended family before the ceremony. 

Later, the team set up a soft-lit “aisle” lined with battery-operated candles in an empty hallway. Avery, dressed in a beautiful blue outfit, rehearsed her walk and prepared to join the wedding virtually via FaceTime. As her aunt walked beside her, Avery tossed flower petals down the hallway, smiling as she played her part in the live ceremony. 

But the celebration didn’t stop there. Avery made individual invitations for staff members to join her for a reception in her room. With music, lights and snacks, the team gathered to watch parts of the wedding reception, including the first dance, and danced alongside Avery in a joyful, heartwarming celebration. 

For Avery’s family, the day was unforgettable. What could have been a moment of sadness and loss became one of joy, connection and love thanks to a team that went above and beyond to make sure Avery felt celebrated and included. 

It Takes a Village – and Mutual Appreciation – to Run the PACU

Connie Johnson, Darlene Bagley, Marian Mitchell and Sonia Logan 

In the fast-paced world of the Post-Anesthesia Care Unit (PACU) on CHOP’s Philadelphia Campus, every moment counts. With a constant flow of pre- and post-operative patients and the added responsibility of caring for overflow cases, the unit runs on precision, communication and, most importantly, teamwork. While nurses and physicians often take center stage, the heartbeat of the PACU’s daily rhythm lies in the hands of a group of unsung heroes: the Environmental Services (ESD) team. 

Over the years, the Post-Anesthesia Care Unit has seen its share of Environmental Services team transitions. But something changed when the current crew arrived. “From the first day this crew was assigned to the Post-Anesthesia Care Unit, it felt different. They came in and wanted to learn the flow and were very engaged in the process,” recalls Post-Anesthesia Care Unit nurse Maryellen Hoff.  

Post-Anesthesia Care Unit Clinical Supervisor Karen Slater affectionately refers to them as the “Dream Team.” And it’s easy to see why. Whether it’s turning over rooms at lightning speed or lending a hand with patient transport, this team operates with a seamlessness that speaks to their deep commitment to their tasks, teammates and the patients they serve. 

“They all help each other to keep the flow in and out of the operating room moving. Anything that is asked of them gets completed, no questions asked, and promptly. They take pride in their work, which reflects greatly on the environment of the PACU,“ Karen explains.  

But their impact goes far beyond efficiency. One recent moment stands out in Maryellen’s mind. Netta Groomes, GSW III and a CHOP employee of three years, stepped in to help the Post-Anesthesia Care Unit staff get a child to her car. “The toddler would not calm down for anyone, not even her parents. Netta spoke to the child, and she instantly relaxed. Netta went way above and beyond to walk with this child to the car along with Transport,” says Maryellen. 

The Post-Anesthesia Care Unit team knew they had to celebrate their Environmental colleagues. They proudly featured a photo of the team on their “PACU Peeps” bulletin board, a small but meaningful gesture of appreciation. 

“I love the photo they posted of us as a team,” says Ryan Finney, GSW III. “I love working with everybody down in the PACU. We’re like a family on the unit. [My] favorite part of working there is that everybody gets along well, and we all work together to make sure the patients and families are good and comfortable.”  

For Maryellen, the feeling is mutual. “It is a pleasure to work with this team every day and, from a charge nurse standpoint, I know I have no worries when they are here.” It truly takes a village to care for our patients, and thanks to the Dream Team in the Post-Anesthesia Care Unit, that village is thriving. 

Care, Compassion and New Kicks

Joseph E. Tyler Jr. 

On a bitterly cold and blustery winter morning in Philadelphia, Sarah Wolf, Manager of Utilization Management and Clinical Appeals in Patient Financial Services, was making her way to work when something caught her eye outside the Buerger Center. A CHOP security officer was kneeling on the sidewalk, gently helping an unhoused man put on socks and shoes. 

“It was such a simple act, but it truly stood out to me,” Sarah recalls. “It’s these moments of genuine care and compassion that really remind me how grateful I am to work alongside such amazing people.” 

Wanting to recognize the moment, Sarah made her first stop at the security desk inside the Buerger Center. She asked who had been stationed outside that morning and was given the name of Security Officer Joseph Tyler. 

That morning, Joeseph had been dispatched to respond to a routine call: someone in need of help on campus. But what he encountered was anything but routine. A man was huddled outside in the cold, barefoot and clearly in distress. Joseph immediately thought of the extra pair of sneakers he had packed for the gym. 

“I was supposed to use them after work,” Joe says. “But it became pretty clear that those sneakers would do a lot more good for this gentleman than for me.” 

Joseph let his team know he had the situation covered and went to retrieve the shoes. When he returned, he noticed the man’s hands were clenched and immobile. Without hesitation, he knelt down and helped the man put on socks and shoes, carefully tying the laces, and helping him to his feet. 

“It was a simple yet profound moment of one person offering tenderness to another amidst a cold, busy morning,” says Sarah. “It wasn’t about just helping someone move along. Mr. Tyler was clearly going above and beyond to make a difference for this man.” 

Though Joseph was touched by Sarah’s recognition, he remained humble. “I felt as though it wasn’t a big deal because I’m pretty sure all the guys in my department would have responded in kind,” says Joe. 

But to Sarah, Joe’s actions were a powerful reminder of the quiet, everyday ways CHOP staff live out the ICARE values. 

Wellness and Connection Address Burnout to Help Staff Thrive

David Taylor and Wendy Reed Williams 

When David Taylor first walked through the doors of the Abramson Research Center in 2006, he knew he had found a place where he could grow. Now, 18 years later as Director of Academic Training in the Office of Academic Training and Outreach Programs (ATOP), David remains just as energized by the mission and the people around him. 

The Office of Academic Training and Outreach Programs (ATOP) supports researchers and researchers-in-training at the CHOP Research Institute through professional development programming, career counseling and training. But in recent years, like so many teams across CHOP, ATOP faced new challenges brought on by the COVID-19 pandemic. 

“Our administrative team went fully remote,” David recalls. “We were short-staffed, and the workdays just kept getting longer.” Despite these mounting pressures, the team continued to deliver. “They were killing it,” he says with pride. “We're very fortunate to have so many ambitious and committed workers in my group.” 

But as time passed, the team was getting burned out and everyone could feel the strain, which showed in employee engagement survey results. 

In early 2023, ATOP’s leadership team, including Senior Director Wendy Reed Williams, made a decision. They would dedicate one team meeting each month to focus on wellness, work-life balance and burnout. These weren’t just check-the-box conversations. They were designed to give every team member a voice, whether through live discussion or anonymous surveys. 

Over the course of nine months, the team explored themes that resonated deeply: setting boundaries, embracing the power of saying “no” or “not now,” reducing isolation, controlling the pace of work and using technology to improve efficiency. Courageous team members stepped up to lead discussions, and CHOP experts were invited in to guide conversations on more complex topics. 

What emerged from these sessions was more than just dialogue — it was a shared commitment. Together, the team created the ATOP Wellness Compact: a living document that outlines their collective values around wellness and includes actionable commitments for every team member, leaders included. 

By the end of 2023, the compact was finalized. Every member of ATOP signed it as a promise to one another. While the document is complete, it’s far from static. The team plans to revisit and revise it annually during their annual retreat, ensuring that it evolves with their needs. 

Already, the impact is being felt. “We’re hearing about anecdotal improvements,” David says. “And we’re hopeful those will be reflected in our next round of engagement results.” 

For David and the ATOP team, this journey has been about more than addressing burnout. It’s about building a culture of care and accountability where well-being is not just encouraged but expected.

Creative Communication Improves Care and Promotes Safety

Jacqueline Butler 

In July 2024, a 14-year-old patient with developmental delays, autism and nonverbal communication was admitted to the Emergency Department on CHOP’s Philadelphia Campus. Within three days, he had been transferred to the 12NW unit, where his complex needs and escalating behaviors presented serious challenges for both his safety and the safety of the care team. 

The patient was in visible distress, headbanging, punching, throwing objects and attempting to elope. His behaviors were unpredictable and intense, and the environment quickly became unsafe. The room itself was difficult to manage, with unsanitary conditions. The bedside team knew they needed additional support. 

That morning, they reached out to Jacqueline Butler, Psychiatric Supervisor on the Philadelphia Campus. Jacqueline responded immediately, meeting with the charge and bedside nurses to assess the situation and develop a plan. What she encountered was a team doing their best under incredibly difficult circumstances and a patient who needed someone to see beyond their behavior. 

Jacqueline entered the room and quietly observed. Then, drawing on her experience and empathy, she tried something different: she used sign language to communicate. The effect was immediate. The patient responded, calming enough to put on pants, accept a drink, and sign that he needed to use the restroom. The attempts to flee the room stopped. The tension in the air began to ease. 

Recognizing the power of this breakthrough, Jacqueline and her team implemented a new strategy: short, scheduled walks to help the patient regulate and feel more in control. These small but meaningful changes made a big difference, not just in managing behaviors, but in restoring dignity and connection. 

Through adaptability, empathy and teamwork, they transformed a moment of crisis into one of compassion and progress. Their efforts not only protected the patient and staff but also created a more supportive and respectful environment for healing. 

This story is a reminder that in pediatric psychiatric care, communication comes in many forms and sometimes, the most meaningful breakthroughs happen when we take the time to listen in new ways.