Held at the end of Penn Medicine Experience Week, our annual Patient Advocacy Awards gave us the opportunity to spotlight a group of compassionate and dedicated individuals who consistently go above and beyond for our patients and their families, and who have become role models for their colleagues. This year, Pennsylvania Hospital recognized 11 staff members from both clinical and non-clinical areas throughout the hospital who have shown themselves to be true partners with our Patient & Guest Relations team in their pursuit of patient satisfaction, patient advocacy, and an excellent Penn Medicine Experience.
While each of these patient advocates has made a unique mark on PAH and on those they touch, they also exemplify many of the same key characteristics — traits we can all learn from and adopt as we strive to do better every day.
Our advocates often take on the vital role of educator. By providing patients and their families with transparent, straightforward information that helps them better navigate the health system, working with them to build health literacy so they understand the treatment plan and discharge instructions, and empowering them to play an active part in the process, patients and their caregivers are better positioned to make informed care decisions.
An unwavering commitment to keeping a patient at the center of their care is also important. A patient cannot be reduced to their diagnosis, and it is important to act as their champion, even if a caregiver disagrees with their medical decisions. Effectively communicating a patient’s health goals to the other members of the care team ensures everyone is on the same page and that the health and well-being of patient remains the priority.
The undercurrent of all of this is compassion and the understanding that hospitalizations can be overwhelming. Our patient advocates are dedicated to treating every patient and family member with respect, actively listening to their concerns and taking appropriate action, and building trusting relationships that can assuage fears and ultimately improve outcomes. They also show this same compassion to their colleagues. In short, they live and breathe the BE Standards and serve as the heart and soul of our hospital.
Congratulations to our 2018 Patient Advocacy Award winners — Julia Burkle, BSN, Deron Davis, Clifford Hill, Michele Martin, Carol McConway, MBA, Bryan Mell, Lisa Penn, MSW, Steven Ralston, MD, MPH, Annette Tantillo, RN, MSJ, Horace Thomas, and honorary advocate Mary Del Guidice, RN, MSN, CENP, our former chief nursing officer — and thank you for inspiring us all to make PAH the very best it can be.