What one letter can do II

by Richard L. Weaver II, Ph.D.    

I had just picked up a copy of Linda Kaplan Thaler and Robin Koval’s book, The power of small: Why little things make all the difference (Boradway Books, 2009) as a small item occurred that made a big difference in some people’s lives.  This story is what their book is about.
    
On May 20, 2009, at the request of my granddaughter, Mckenzie, I donated blood at Woodland School in Perrysburg, Ohio.  For me, donating is a regular thing, and I donate as often as I can.  While donating, I signaled the woman in charge of the donation to come to my donation site.
    
When she arrived I told her of a lingering concern of mine which I had expressed for the past several years each time I donated.  I showed her the “dirty” sponge ball I was compressing as I was donating, and then I told her of a grim statistic which truly made her grimace.
    
“Are you aware,” I said with forthrightness, “that most men don’t wash their hands with soap and water after going to the bathroom?”
    
It looked to me as if she was completely unaware of this, and she replied something to the effect of, “Oh, yuck.”
    
She proceeded at once to let me know that she would make a note of it and pass on my concern to her superiors.  She went back to her table and lifted up her pad and pen to show that she was engaged in the writing of the memo.
    
Now, I have no idea about the effect/results of her memo (and I heard nothing more about it), but when I went home I used the Internet to locate the name of the executive director of the American Red Cross in the greater Toledo area, and I sat down to write Tim Yenrick a letter.
    
I alerted Mr. Yenrick to the situation, and I quoted statistics I found from Science Daily (quoting from my letter to him) that reported “that only 66% of men wash their hands with soap and water after going to the bathroom.  The percentage,” the report stated, “is much higher (88%) for women.”  “If the report were based on my own observations alone,” I wrote in my letter to Mr. Yenrick, “I would suggest that barely 50% of men wash their hands with soap and water after going to the bathroom.”
    
“What this means,” the letter to Mr. Yenrick continues, “is that 33% of men and at least 12% of women who grip this rubber ball have not washed their hands with soap and water after going to the bathroom.”  My letter continues: “From the website, WinkNews.com, I quote for your interest: ‘Frequent hand washing is the single best thing people can do to avoid getting sick, from colds and the flu to germs lurking in food, doctors say.’”
    
I gave Mr. Yenrick several possible solutions, let him know that I am not a constant complainer nor one who creates problems, provided him a way to contact me, and mentioned that I would appreciate a response to my letter.
    
Less than one week later, Ms. Peggy A. Holewinski, Development Officer, American Red Cross, Greater Toledo Area Chapter, responded by email, on behalf of Mr. Yenrick, who said she understood my “concerns over disease transmission and the re-use of a rubber ball during blood donations.”  “However,” she added, “the American Red Cross is one organization with two divisions.  Blood Services and Chapter.  We have forwarded a copy of your letter,” she said, “to the CEO of Blood Services.”  And she provided the name, address, phone, and email of: Mr. Donald L. Baker, Chief Executive Officer, American Red Cross, Western Lake Erie Blood Services Region
    
Ms. Holewinski added, “I am certain Mr. Baker will be in touch with you next week.”
    
On July 8, 2009, Ms. Kathy Smith, Director, Donor Services, Western Lake Erie Blood Services Region, called me to explain she had received a copy of my letter, and that she was going to do something about it.  She said that about a year ago (in 2008), the matter had been raised, but (apologizing profusely) she admitted she had not followed through on the complaint.  She said that my letter would prompt not just her attention but action as well.
    
That evening (July 8, 2009), I checked the messages I had received, and there was an email message from Ms. Smith saying, “Thank you again for taking my call today and for your patience in the timeliness of our region’s response.”
    
She continued in her email message saying, “I just received the memo prepared by our collection team supervisor and see that the date we will start having the hand sanitizer on the canteen table will be Monday [July] 13th.  This memo is going in our team’s mailboxes today [July 8, 2009].  We’ll ask that our Supervisors spot check for a few weeks to watch for consistency on this practice.  Please do let me know if your next experience doesn’t include this opportunity to clean your hands after donation."  Most people move from the donation site to a table where they consume water, coffee, cookies, and other snacks---meaning that they convey the germs from their hands directly to their mouth.

A hand sanitizer located between donation sites and the canteen area made very good sense.
    
In her last paragraph, Ms. Kathy Smith thanked me for my loyalty and commitment, and she explained, “About 5% of our total eligible population donates blood.  Most of us have had family, friends, co-workers or neighbors that have been recipients of this life saving gift.  Thank you for your contribution of blood and for the time you give us with each donation.  You serve patients in need.”
    
With her letter to me, Ms. Smith enclosed an attachment.  It was the memo from Chet Greene, Collection Team Supervisor, “To Collections Supervisors and Regulatory staff,” with a copy to both Kathy Smith and Michele Blodgett (with whom I have had no contact).  The subject line reads: “Sani Hand Cleaner.”  And this is what the memo said:
     
          “Due to recent concerns from our donors about the squeeze balls used during 
         phlebotomy  and the potential for germ transmission we are requesting that a 
         bottle of the Sani Hand Cleanser be put in canteen areas for donors use after 
         they leave the VP area to enjoy canteen snacks....This will help to enhance the 
         donors’ overall experience at our blood drives.  We would like for you to begin 
         this starting Monday 07/13/09 placing a bottle of the hand cleanser in canteen 
         areas.”
    
From all that I read, it was my single letter that prompted this change.  Now when you donate blood, please don’t just notice the hand sanitizer in the canteen area, having just squeezed a dirty sponge ball as you donated, please use it before having your cookies or leaving the donation site.  Thaler and Robin Koval’s book, The power of small, offers hundreds more examples about how small things can make a big difference.
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 If you’ve never donated blood, this website, sponsored by the American Red Cross, is entitled, “FAQs About Donating Blood.”  On the site are listed 13 questions such as the safety and frequency of donating, as well as your eligibility, the time it takes, and how a pleasant situation can be provided.

“Life Advice About Being a Blood Donor,” offers even more and varied information.  If you’ve never donated blood, this website offers a very quick read about all aspects of the experience.  It if definitely worth a visit.
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Copyright July, 2011, by And Then Some Publishing L.L.C.