A smiling face during difficult times

Pat Zartler just happened to be at a luncheon one day when she heard

about the assortment of volunteer programs at Hoag Hospital.

Twenty years later, she’s still working there every Thursday,

quite possibly the first person visitors see when they’re visiting a

surgery patient and the last person they see when they leave.

For many of these friends and family members, the waiting is the

hardest part. Zartler’s dedication is to make sure these people are

well taken care of -- that they know where everything is and that

they’re provided with all the information they need. And that gives

her personal satisfaction.

The 50-year Newport Beach resident and real estate agent, who

described her age as “beyond ‘boomer,’” and as an “aging candy

striper,” opened up to the Daily Pilot’s Jeff Benson and dissected

her roles in surgery waiting.

What is surgery waiting?

There’s a committee at the front of the hospital as you come in.

We take care of the families and friends of our patients in surgery.

I liken them to the hosts and hostesses of the hospital. Our goal is

to make people as comfortable and welcome as possible.

In my particular committee, I greet everyone coming into the

waiting room; I find out what they’re there for; and I ask for their

relationship to the patient. I let them know anything I can about

whoever they’re there to see when I hear from the doctors.

Do you ever tell them any bad news?

No, fortunately we only give out good news. When the doctor calls,

I put him in touch with them. We try to anticipate their moods and

answer questions. We’re very fortunate because we’re able to obtain

information as needed.

I know most of the doctors’ names, and I recognize them on the

days I work. The staff treats us so well. It’s a privilege to be able

to volunteer here.

Can you describe the different volunteer programs available at the

hospital?

There’s a litany of things. I’d say we have about 34 different

committees. There’s patient transport, an active Cancer Center

committee, a breast-imaging committee, the Gift Box retail store and

a 365-day-a-year emergency care unit. Volunteers do everything --

patient contact, family-and-friends contact, and they do a lot to

assist the staff.

If you weren’t working here, what would you do with your spare

time?

I’d find other places to volunteer.

What is it about volunteering that you enjoy so much?

I have no idea where I got that desire from. I had some free time,

and I was told there was some need at Hoag.

I like people, and I react to people. We anticipate needs in small

ways. I’ll do as much as I have to, like getting extra blankets or

chairs or sending away for things that are necessary.

A gentleman recently was having a difficult time. I sat down with

him and eased his stress. He asked some questions, and I answered

them the best I could. He looked visibly relieved. It’s things like

that. We do them all the time.

What’s the best way to keep in contact with people?

Cell phones are wonderful. Our no-cellphone policy was just

lifted, so this is just the advent of being able to use them in the

lobby and being able to keep track of where family members are

whenever they come and go. We do a lot of messaging too. I’d rather

have them talk to the doctor than me, and I’m sure you’d hear that

from everyone here.

Do you have any rules of thumb while helping visitors?

I never call out their last names. It’s part of patient

confidentiality, and I don’t really like it anyway. I’ll go over to

you.