Spotlight on the Penn Medicine Experience: The MICU Focuses on Family

It’s that time again: Penn Presbyterian Medical Center is gearing up for Penn Medicine Experience (PMX) Week! While department and unit leaders are dedicated to recognizing the knowledge, drive, and empathy of their team members all year round, PMX Week provides a special opportunity to honor advances and accomplishments throughout the health system and to renew our commitment to ensuring an excellent experience for every patient, family member, and colleague, every day. PMX Week also shines a spotlight on the ways in which staff across the hospital strive to BE compassionate, present, empowered, collaborative, and accountable both in their roles and in their communities.

“The Penn Medicine Experience has been described as ‘just what we do’ and ‘who we are,’ but we’re very excited to have new, standard language that puts into words our common set of values and characterizes how deeply we care for our patients and for each other,” said Alyson Cole, associate executive director and chief Patient Experience officer. “PMX Week is a way to say ‘thank you’ for making care personal. It’s all about taking the time to recognize and appreciate each other, focus on staying true to these BE Standards, and celebrating the ways in which our staff and faculty live and embody them each day.”

When considering what areas of the hospital are especially successful at advancing patient care and celebrating all-star staff — both key to PMX Week — Cole notes that the medical intensive care unit (MICU) team on Myrin 2 stands out.

MICU nurse manager Scott M. Egan, RN, BSN, MHA, NE-BC, CCRN-K, describes the unit as a “really special place with a special culture.” Because some patients may be on the unit for an extended period, and their families are under significant stress, the MICU staff are highly invested in delivering patient- and family-centered care by building transparent, collaborative relationships and respecting the roles family members play (protector, historian, and coach, among others).

The team is dedicated to making family members not only feel welcome, but like vital members of the care team. The MICU website clarifies what to expect upon admission, during visits, and after discharge, as well as other frequently asked questions, with the information ranging from how to get in touch with support groups, to how to identify different members of the care team based on their scrubs. Family members and friends are welcome to visit patients 24/7, and they are encouraged to integrate photos, cherished items, and even music in their loved one’s room to alleviate fear, confusion, and anxiety.

The staff also work closely with patients’ family and caregivers during rounds and family meetings to ensure they feel empowered to make informed decisions, confident asking questions and clarifying health goals, and comfortable providing quality and safety feedback.

The MICU team also introduced healing journals earlier this year as a tool to help patients adapt to life after a critical illness. Many MICU patients experience a range of difficulties (referred to broadly as post-intensive care syndrome) after discharge, such as physical weakness, cognitive impairment, and mental health disorders like depression, anxiety, and PTSD, but the healing journals — filled with notes, words of encouragement, and progress reports written by staff and family members during their treatment — help them piece memories back together and make sense of their MICU experience.

Patients are invited to share their stories and their experiences with the healing journals in THRIVE peer support sessions, as well. Split into five sessions, THRIVE helps participants understand the common challenges they may face after an extended stay in the MICU, learn tips to improve physical function and cope with mental health struggles, and understand that in time, they can get back to doing what they love. Support groups are also available for caregivers and family members.

“The road to recovery after discharge is often long and difficult, especially if they were long-term patients. Helping patients and their loved ones find meaning and stability after the MICU is a big focus for us, so we encourage them to take advantage of the supportive resources we have available and to share their perspectives,” Egan said. “We learn so much

when patients share their experiences during the THRIVE sessions, and we’ve also had patient and family representatives attend our Unit Based Clinical Leadership meetings. They also offer really important points of view that we can learn from.”

Together, these initiatives lead not only to positive experiences for patients and families, but also to better outcomes and improved staff satisfaction — which is particularly important given the intense nature of regularly witnessing both great highs and devastating lows. Egan is committed to celebrating and supporting every member of the MICU team. For him, maintaining a healthy, empowering, and empathetic work environment is just as critical as creating a culture of multifaceted patient- and family-centered care; they go hand-in-hand.

“One of my mantras is, ‘If you’re not taking care of a patient, you should be taking care of someone who is.’ When you have staff who are motivated and fulfilled, who can trust and support each other — and even volunteer together outside of work — the impact on patient care is clear,” Egan said. “Penn is the best place I have ever worked, and I try to make that true for my staff. We receive a lot of cards and letters from families — even after a patient expires — expressing their appreciation. I always share those notes in staff meetings and post them on our bulletin board. Those reminders help us to become a stronger, more connected team, and to create a better ‘Penn Medicine Experience’ for our patients and families.”