b'Upon arriving, he was quickly greeted and asked to be seated in the waiting room. It was a busy night, with many emergencies. Patients were draped over armchairs trying to find a way to lie down. Others, like Terry, were squeezed into small wheelchairs. After hours of waiting in a chair, which added to his pain, Terry was discouraged. Given the volume of patients, he couldnt get any information, such as an estimate of additional wait time, relief for the pain or even a sip of water to wet his very dry lips. THE SPARKS OF CHANGEWhen Terry finally got a room and was seen by the doctor, everything changed. The care was swift, efficient and thorough. Once he recovered, he saw, for the good of the patients and the hospital, the ER had so much potential for improvement; but only if someone was willing to address the issues at their core. His vision and From Pain to willingness to speak up sparked a desire Purpose to be part of a solution, not just for himself but for every patient who would walk through those ER doors.It was two vastly different experiences, he noticed. The care, once in a treatment room was phenomenal; but the waiting room had to make critical changes.A Journey in I understood some of the unique issues an ER waiting room presented, and asked, how can we change not the Emergency Room only the tactical components but put a new system in place for a better ER experience? T erry Gould, a Paradise Valley Judge, hasA PARTNERSHIP OF COLLABORATIONalways worked hard to be a problem solver.Determined to help, Terry tapped into his relationship Whether in law, business or lifes personalwith the HonorHealth Foundation and his gift officer, challenges, he knows how to approach issuesVice President of Major Gifts, Margo Burdick. Together with a clear mind and a vision for better outcomes.they assembled a team, including Osborn Medical This is a perspective he carried into his experience atCenter leadership, to address some of the challenges the HonorHealth Scottsdale Osborn Medical Centersand concepts for a new way forward, inspired by Terrys emergency department at 2 AM one March morning. experience and his desire to bring this transformation After being in excruciating pain for a couple of hours,to fruition.Terry finally agreed with his wife, Mary Ellen, to go to theHe had worked with the Foundation for years, helping Osborn emergency room, where he had been treatedin various ways, but this time he had a new goal: to since January. The discomfort had become overwhelming,transform the ER waiting room. After all, the ER was a but little did he know, this would be the beginning of anlifeline and first impression for many, and if he could additional 3-month journey not just to healing, but tomake it more efficient, comfortable and patient-friendly, transformation for himself and the Osborn community. he knew it would have a lasting impact.18 HonorHealth Foundation Magazine'