*A physician comes in on weekends when he’s not on call to visit patients going through a difficult time.
*A nurse manager makes sure a patient with environmental allergies has special linens and gowns, as well as meals to meet her specific dietary needs.
* A physical therapy aide’s calm demeanor encourages confidence in patients who are scared to move.
*An EVS employee gives patients words of encouragement when they’re nervous about a procedure.
These actions illustrate some of the small but impactful ways winners of this year’s Patient Advocacy Award are making a difference in patient care. “There is no formula for who receives the award… except you’ve done something that is completely above and beyond,” said Carolyn Jackson, COO of the hospital, at the annual HUP Patient Advocacy Recognition Ceremony. “The awardees span across the hospital and truly show that, no matter who you are or what you do, you have the opportunity to touch the lives of our patients, their family members, and your colleagues.”
This year’s 11 winners “are just a snapshot of the people we have at HUP,” said Mona Matson, director of Patient & Guest Relations. “Our staff are phenomenal. They’re changing the culture.” Indeed, HUP’s greater focus on more patient- and family-centered care is having an impact, with patient satisfaction ratings are the highest they’ve ever been.
“I received an email from a family member of a patient who talked about her experience at HUP many years ago and the vast difference she sees,” said Regina Cunningham, PhD, RN, hospital CEO. “The family noticed the shift, and that’s something to be proud of.”
Taking these “above and beyond actions” is important, but recognizing the employees who do them is just as essential, said Neil Fishman, MD, HUP’s chief medical officer. “While our innovations and inventions get most of the publicity, they’re nothing without the people who work here and the people who take care of patients,” he said. “Today we honor the people who are all the gears that make the machine of Penn Medicine work.”
Read below about the many ways this year’s winners has shown truly patient advocacy:
Vivek N. Ahya, MD, MBA, of Pulmonary, Allergy and Critical Care, “truly enjoys being at bedside with his patients. He is deeply interested not just in their illness but also the small details of their lives. It is not uncommon for him to come in on weekends when he is not on call to visit patients going through a difficult time.”
Carmen E. Guerra, MD, of General Internal Medicine, is a “tireless advocate of patients, especially those who are minority and vulnerable. She has helped develop programs to provide cancer screening to vulnerable populations and a program to increase cervical cancer screening and mammography in the Hispanic community. She is known for going above and beyond for all her patients and makes it a personal responsibility to navigate her patients with complex needs through the health care system.”
Justin Burshtynsky, BSN, of the ED, is “100% patient and family focused. When a patient came to the ED for additional radiology testing, after spending two days in doctors’ offices and other EDs, she was exhausted and frustrated. Justin worked to expedite her radiology testing and, because the patient had not eaten for almost 24 hours, arranged for dietary to deliver food and also brought additional food from the cafeteria. The patient said he was the bright spot in her hospital experience.”
Stanley Carn III, of Physical Therapy, is a “role model of excellence and professionalism. He anticipates our needs and figures out how to help the patient no matter what the circumstances. Stanley helps the nurses get the person ready and ensures that the therapists have the assistance they need to manage the case. His calm and confident manner matters when dealing with people who are often afraid and nervous about moving.”
Patricia Groeber, BSN, of Labor and Delivery, “takes great pride and ownership of patients in her care. She turns the unpredictable and sometimes inevitable nature of the Labor & Delivery into a positive and supportive environment for her patients. She greets patients upon their arrival to L&D with a welcoming smile and keeps open lines of communication. Tricia's open and inclusive approach with her patients ensures a best patient experience possible.”
Janet Hospedale, of Food and Nutrition, is “very dedicated, humble and kind; genuinely has a positive outlook to life in general. She interacts with hundreds of people each day with a smile and personal attention that is unmatched. She is not only a phenomenal manager of catering but always raises the bar of service excellence by proactively and compassionately assisting both guest and staff in an unprecedented way. Janet goes above and beyond to meet the demands of her customers.”
Amy Kim, BSN, of the PACU, “is always concerned with the comfort of the patient and their loved ones after surgery. Recently PACU cared for a patient with known allergies to multiple environmental factors who had very specific requests regarding her postoperative care. The day before surgery, Amy reassured her that all of her needs would be addressed. She arranged for her to have special linens and gowns and coordinated her specific dietary requests. The patient told Amy ‘it made all the difference for me.’”
Tasmara McLaughlin of Environmental Services “has a great passion for her work. She anticipates the needs of our patients and family members. One time, one of our managers overheard a patient thanking Tasmara for taking the time to give them words of encouragement because they were nervous about a procedure. Tasmara is very committed and focused on ensuring a postitive experience for our patients.”
Louis R. Mello of Patient and Guest Services, has a “proactive approach to patients’ requests that is second to none. As an ambassador, his bubbly personality, willingness to help in any situation, kind demeanor and keen sense to close the loop has made a positive impact on every patient and family member he meets. You cannot get past Louis without saying ‘Hello’… his infectious smile has and will continue to change the culture at Penn Medicine.”
Donna Quarterman of Rheumatology, is “always ready to assist in any way she can. She is a diligent, hardworking individual and is always reliable and dependable. She is very personable with the patients and the patients enjoy their interaction with Donna. One day, pulmonary was short-handed in the clinic. Donna voluntarily, without anyone knowing it, jumped in and started registering their patients. That is an example of a true patient advocate!”
Kathryn Souder, LCSW, MSW, of Resource Management/Social Work, is a passionate advocate for her patients. Now in the Intensive Care Nursery, Katie compassionately engages families. She assesses their needs and ensures that their social, cultural, religious, preferred language and spiritual needs are considered and addressed. Katie’s colleagues appreciate her warmth, insight and endless empathy. Katie’s contributions to the health system and dedication to her patients truly makes a difference.”