Updated at 7:57 p.m. to clarify all hospital staff were required to work double shifts

BY JEFF CHUDZINSKI
North Country This Week

OGDENSBURG — Nurses, physicians and all other hospital employees at Claxton-Hepburn Medical Center were forced to work double shifts on Christmas Eve due to staffing issues caused by blizzard-like conditions and a travel ban.

The hospital issued a thank you notice following the storm on social media, but did not return requests for comment.

"Thank you" doesn't seem adequate to express our gratitude to our dedicated staff working extra hours because of the storm. We appreciate all of you who worked this holiday weekend and spent time away from your families. Your tremendous commitment does not go unnoticed and reinforces our belief more than ever; we work with many shining stars. We also thank emergency service personnel, law enforcement and road crews for their work in ensuring our community's safety.”

Registered Nurse Taylor Putney told North Country This Week that staff had to work through a Code HICS that was activated on Christmas Eve. The CODE HICS lasted until the mid-morning hours of Christmas Day, she said in her letter.

A Code HICS is an incident command system which assists hospitals and healthcare organizations in improving their emergency management planning, response and recovery capabilities for unplanned and planned events.

With the winter storm hitting the North Country particularly hard from Friday afternoon through Sunday morning, hospital officials were forced to take measures to ensure staffing was maintained.

Putney said the nursing supervisor had activated the Code HICS after a mass amount of call-ins related to the weather.

“As many can imagine, emotions were all over the place after this emergency response plan was activated. Phone calls and text messages were made to reach out to loved ones that they wouldn't be making it home, and instructed guardians to give extra love to their children and remind them how good they've been this year while tucking them in for bed before Santa Claus arrives,” Putney said.

Soon after, units began to put plans in motion to staff departments.

Putney offered praise for Nursing Supervisor Katherine Terwilliger, citing her leadership and guidance through the CODE HICS.

“Katie had the most challenging job of all, in my opinion, to have to make the tough call and notify the employees that they wouldn't be making it home after their scheduled shift ended. Being the only form of management/administration in the entire building with no guidance on how to proceed, Katie did a tremendous job and she must be commended for her actions,” Putney said.

According to Putney, Terwilliger offered clear and concise instructions on how to proceed but also “gloved up” and helped on the floors with patient care as well.

“Most importantly, she was compassionate with the staff- she gave hugs, held hands, talked people down, and gave us some type of hope that she would try everything in her power to get people home as soon as she could for Christmas,” Putney said.

Though many staff members were unable to make their way to the hospital through the storm, some scheduled employees were able to make their way in.

Some even volunteered to come in on Christmas Eve to work, leaving behind their families to assist during the staff shortage, Putney said.

Undersheriff Sean O’Brien also came through during the storm, driving over 20 miles to pick up two nurses who were willing to work but unable to drive in. According to Putney, the selfless act took over three hours due to weather conditions.

Another volunteer, Debbie Laflair, also volunteered to come in and work as an aid and mental health worker, despite having recently retired.

“She put her boots on and showed up ready to work saying, ‘where do you want me and what do I need to do,’” Putney said.

Ogdensburg Rescue Squad members also sent food for ER staff members as the night continued on, all while also assisting with patients they brought in throughout the course of the night.

“As you can imagine, in that type of weather, we had some pretty ill patients be transported,” Putney said.

After all was said and done, Putney said her shift lasted over 24 hours, a feat she and other staff members are proud to have accomplished.

“Christmas carols were sung, decorations were put up and trees were lit, candy was delivered to units, hugs were given, kind words were exchanged, and the patients were taken care of. One lucky patient even received a Santa hat upon being transferred from ER to upstairs to remind everyone that ‘you better watch out, you better not cry, you better not pout, I'm telling you why, Santa Claus is coming to town,’” she said.

Putney said the best Christmas gift of all was seeing relief nurses come in at 7 a.m., thanks in part to Bill Baker, who transported not only his wife Tisa to the hospital for work but who also picked up an ER doctor whose car was stuck.

“By 8:40 a.m. on Christmas Day, all mandated staff were sent home. I write this for public eyes because I want everyone to know how dedicated the staff is to ensuring proper care is made and needs are met for their patients despite the ongoing challenges that are faced, and Christmas Eve, we did just that. Thank you from the bottom of my heart. I am beyond proud to work alongside the smartest, toughest, northcountry-strong staff,” Putney said.