Following a serious car accident, a trauma patient learned that not only had her dying child been separated from her and taken to CHOP, but that her own condition prevented her from being moved closer to him. It was a devastating situation that touched every member of the care team, but despite their efforts, they couldn’t transfer the patient to HUP. For TSICU nurse Aly Hinkle, RN, the only solution was to accompany the patient to CHOP herself and provide as much support as she could through the heartbreaking goodbye.
This is only one of the many stories of staff members who go above and beyond that was shared at Penn Presbyterian Medical Center’s 10th Annual Patient Advocacy Awards. Hosted by PPMC’s office of Patient & Guest Relations (PGR) and held as the “closing ceremony” of Penn Medicine Experience Week, the Patient Advocacy Awards recognize the dedication of both clinical and support staff who demonstrate an unwavering commitment to patient- and family-centered care, partner with the PGR team to ensure patient satisfaction, promote patient advocacy, and create the best possible Penn Medicine Experience for patients, visitors, and colleagues every day.
As explained by Alyson Cole, associate executive director and chief Patient Experience officer, those nominated by their colleagues and patients shared a handful of key traits that mark them as patient champions: “they educate patiently, advocate passionately, and inspire consistently.” As each of the 12 winners was called forward, examples of how they masterfully juggle the roles of health care professional, health literacy educator, enthusiastic coach, patient defender, and role model were shared.
For example, nurse manager Jennifer Goodman, BSN, RN, CCRN, was described as a “true patient advocate” who can quickly develop trusting relationships with patients who feel extremely anxious before and after surgery, thereby making the process less overwhelming and distressing for them. She has also helped develop a protocol to address and improve communication about delays. Her ability to simultaneously focus on efficiency and the comfort of her patients creates an excellent experience for all.
Cardiologist Joshua Liez, MD, also consistently receives feedback from patients who feel he prioritizes them and provides them with straightforward, transparent information that helps them make informed decisions. One nomination came from a patient who expressed that Liez really listens, takes his time to answer questions, and “addresses your overall well-being, not just your heart,” while another noted, “Dr. Liez couldn't have been more caring and compassionate towards me.”
Patient Services associate Monica Moss was also recognized for her efforts on the non-clinical side of the patient experience. She was described by her peers as having a “unique ability to remove anxiety, fear, and place a sense of calmness within the patient” before they even get to their appointment — which she’d be more than happy to escort them to, of course. Being hospitalized can be stressful and confusing, but Moss ensures patients and their families feel comfortable and are empowered to ask questions.
Congratulations to all of our Patient Advocacy Award winners and to the finalists of our “Share a Story” contest! Thank you for your willingness to go the extra mile (or ten) for the patients and families we serve and for making PPMC the best it can be.
Meet Our 2018 Patient Advocates
- Cupp 4 East’s Scott Burshtynsky, RN, BSN, is able to diffuse difficult situations, and he “talks to patients in a ‘real way,’ explains what he is doing and why, empathizes and listens to how he can make their hospitalization better.”
- Patient ambassador Sheldon Cogan is often the first person patients and visitors meet when entering PPMC, so he is always “willing to lend a helping hand no matter what the cause, whether it’s looking for wheelchairs or assisting patients by escorting them to their destinations.”
- While acting as interim nurse manager, Sunne Frankel, MSN, RN, “addressed patient related grievances with respect and compassion” and always tackled issues in a personalized and professional manner.
- Periop nurse manager Jennifer Goodman, BSN, RN, CCRN, excels at dealing “intimately with patients who are extremely anxious before and after surgery” and helped to “develop an escalation process for when patients have delays.”
- Clinical operations administrator James Henry, MBA, RD, LDN, “constantly looks for ways to enhance the patient experience at the surgery practices at PPMC and PAH” and holds “everyone accountable for high levels of professionalism,” including himself.
- George Iyoob, MHA, RN, BSN, NE-BC, director of Trauma and Orthopedics, “always puts the patient first and consistently tries to find opportunities to improve their experience at both the organizational and individual level.”
- Michael Kalfin, MPH, director of operations for Neurology, is currently involved in the “Neurology Bridge Project to improve transitions from inpatient to outpatient,” and he is adept at communicating with patients and “graciously handles patient grievances and manages transfers of care requests.”
- Cardiologist Joshua Liez, MD, consistently received great feedback from his patients, some of whom have noted, “he is very good at explaining conditions and takes his time” and he shows care, compassion and respect.
- Patient services associate Monica Moss’s “unique ability to remove anxiety, fear, and place a sense of calmness within the patient is an extraordinary trait,” and she is always willing to “extend her services, from escorting patients to their appointments, to comforting patients with a kind gesture.”
- Nataliya Poberezhnyuk, an Environmental Service attendant, if committed to ensuring each patient has a clean room and an excellent experience, and she “takes pride in her work and treats each patient as if they were her own family member.”
- MICU nurse Christine Rolon, RN, BSN, has established herself as leader among her peers, and she consistently “develops a strong bond with her patients and their families that often leads to accolades and communication well after discharge.”
- Patient ambassador Renaye Wimbley has brought her above-and-beyond enthusiasm to PPMC for 14 years, and “is truly engaged and supportive to our patients, staff, and visitors,” taking time to listen and address any concerns.
Congratulations to Our “Share a Story” Finalists!
Winner: A Daily Inspiration
This story was submitted by Maria Gardizy, RN, in recognition of the efforts of fellow TSICU nurse Aly Hinkle, RN. Gardizy has worked with Hinkle for many years and notes that the following incidents are merely an indication of how her “inspirational” colleague approaches her shift every day at PPMC.
Aly Hinkle embodies the care and compassion so many strive to achieve and is a daily inspiration to those around her. She is energetic, supportive, accountable, and visible to all. Her comfort stems from her self-confidence and ability to collaborate with others to make things happen just because they are the right things to do. Here are two examples which occurred in the same week fairly recently:
An unfortunate motor vehicle accident separated a PPMC trauma patient from her brain-dead son, who had been taken to CHOP. Despite all the efforts of our medical and nursing staff, the patient was unable to be transferred to HUP to be closer to her son. Aly volunteered to accompany this woman to CHOP to make that terrible, emotional visit, and she made no judgments about the patient or the circumstances of the accident. She just did the right thing and helped support this mother as she grieved her son. The mother ultimately donated all of her son’s organs to help others.
In a second incident, Aly was caring for a Comfort Care patient who had surprisingly became more interactive and inquisitive. He was fascinated by the patient lifts we have in each of the rooms on our unit. He had apparently been a toy inventor, and he was taken by the technology. Our nurse suggested we get him up in the lift — a great ploy to change the sheets, pads, and gown that he was avoiding! — and let him quite literally “hang around” the room. He enjoyed using the remote to raise and lower himself.
He eventually acquiesced to getting a chair that allowed him to be taken outside to the garden where he, his family, and a nurse from Wissahickon Hospice discussed his end of life care in peaceful, private, comfortable surroundings. Aly was not only able to get him out of his hospital room for that discussion, but she was able to make it more comfortable — and even fun! — while he was there.
Finalist: Sharing Sunshine
This story was submitted by Joy Cantuba, RN, in honor of her fellow MICU nurse, Kelly Becker, RN, whom she has known for six years.
I feel that it is important that Kelly be recognized for being who she is and how she brings sunshine to our workplace. This special nurse definitely cares for her patients passionately. There were times when she made paper flowers to cheer up patients who had been in our critical care setting for many days. She also re-organized our family visitors’ room, adding books and magazines for families to read and help alleviate their anxieties. Not only does she care about our patients, but she also cares about everyone in our department! For example, we were short RNs one night as someone was sent home ill, and Kelly — who is not even a night shift nurse — came in at midnight to help us out. Her presence made RN staffing safe to care for our patients overnight.
Finalist: I (Heart) Presby
This story was submitted by Ellen Santella, EP, NP, in recognition of her colleague, EP/Cath Lab nurse Kim Matarazzo, RN.
This story is about the above and beyond the call of duty measure that one nurse in our Cath Lab took to ensure that her patient was safe. Kim noticed that her patient left his pacemaker transmitter in hospital following a procedure, so she called him and offered to meet him at a Wawa near both of their homes that night — in the pouring rain. She recognized that as a fresh implant it was imperative that he send a transmission the next morning. This is only one example of her dedication and empathy. It is an honor to work her, and the entire Cath Lab team recognizes her amazing dedication to patient care.