For two-year-old Charlie Arsenault, one small toy changed everything during a stressful hospital stay.
Upset and frightened after being admitted for a severe reaction to a bug bite, Arsenault cried whenever nurses entered the room. But, when the night shift team brought her a brand-new Hatchimal toy and helped her open it, the transformation was immediate. Her fear gave way to curiosity, and with her new toy in hand, she began to feel safe and reassured, allowing the care team to provide the treatment she needed.
“It was night and day,” says her mom, Carleigh Ricci. “Before the toy, she didn’t even want the nurses to come near her. Afterwards, she trusted them and let them do what needed to be done. It made all the difference.”
The simple act left such a lasting impression that Ricci wrote a heartfelt letter to Niagara Health, thanking the staff who cared for her daughter.
“As a parent, there is no worse feeling than seeing your child in pain. However, seeing how everyone jumped into action to help her – and how they did it with such compassion and calm – made an overwhelming situation feel manageable and safe. My daughter was not just cared for medically, but emotionally too,” the letter reads.
Ricci’s gratitude turned into action. At the Town of Fort Erie, where she works, Ricci organized a successful toy drive so other children admitted to the hospital could experience the same comfort. She’s thankful for the overwhelming support and kindness of Town employees who generously donated.
Ricci wasn’t the only one inspired by the experience. Her aunt, who works in Niagara Health’s Finance department, also wanted to give back. As part of the Finance Social Squad – a group that brings together staff from payroll, accounting, case costing, accounts receivable/payables and financial operations – she led the team’s first toy drive in July.
The Finance team successfully collected almost every item on the Pediatrics wish list, along with numerous gift cards for future purchases.
Niagara Health Child Life Specialist, Ilisa Merz, says this story is a reminder that something small can have a profound impact. While holiday toy drives bring in many donations, the supply reduces significantly by mid-year, making contributions like Ricci’s and our very own Finance Department essential.
“Something as simple as a teddy bear or a small toy can completely change a child’s hospital experience,” Merz explains. “It helps reduce fear, make medical procedures easier and gives families peace of mind knowing their child feels safe.”
Recently, even more community generosity came forward. One donor, inspired by her own experience with diabetes, provided a collection of diabetic Barbie dolls for children newly diagnosed or admitted.
“These dolls help kids see themselves and feel less alone in what they’re going through,” Merz says. “When a child with diabetes holds a Barbie that looks like them, it makes their diagnosis feel a little less scary.”
Robert Cosby, Director of Patient Experience at Niagara Health, says this is a perfect example of how patient care extends beyond the bedside.
“This story is a powerful reminder that patient experience is shaped far beyond the bedside. Our Finance team showed how support services staff can profoundly touch the lives of patients and families. Through their generosity, a frightened child felt known, respected and supported, and her family felt cared for in a moment of worry. This initiative brought our Patient Experience Plan to life, showing how every role can make experiences more meaningful and lasting.”
The Finance team is now inviting other Niagara Health departments to pay it forward by organizing toy drives of their own to support Pediatrics. Their message is simple: let’s keep this act of kindness going.
