The uncertainties of COVID-19 have introduced many “what-ifs” to the patient experience. For example, what if an elderly patient is admitted to the hospital with his wife at his bedside, but his medically savvy daughter is the one who usually serves as his caregiver and advocate? Not wanting to violate the one-visitor policy, she stays home, anxiously wondering if her parents are going to understand the care team’s instruction or ask the right questions. For many families navigating hospital changes during the pandemic, these types of scenarios are not just “what ifs,” but at Penn Presbyterian Medical Center, they have a valuable ally on their side: the Patient & Guest Relations (PGR) team.
“Our job is to reassure our patients and connect them with the resources they need,” said patient coordinator Janine Riley. “That being said, the pandemic and limited visitation policies have underscored just how significant loved ones are when it comes to patient advocacy.”
As is the case for staff across the Health System, PPMC’s PGR team has quickly learned to juggle both COVID-related changes — Riley’s temporary redeployment as a temperature scanner, for example — with pre-COVID responsibilities, like resolving complaints and rounding on floors to proactively connect with patients.
In addition to explaining evolving policies, offering a listening ear, and even distributing snack bags to loved ones who cannot leave the bedside, the PGR staff have taken on the role of advocates and mediators with renewed motivation. Whether they’re connecting providers and caregivers over the phone, or intervening directly on a patient’s behalf, the team is committed to making sure patients get the care that they deserve, families get the answers they need, and staff members feel supported throughout the process.
“People often come to us when there isn’t a clear-cut answer. We try to find the information they need as quickly as we can so their experience is as seamless as possible,” Riley said. “We understand how challenging a hospitalization can be, so our goal is to meet patients and their families with empathy and help them regain a sense of control in a complex, overwhelming time.”