Page 38 - August 2020 Issue.indd

H ealth C orner Tips, Classes and

Programs to help
you live healthier!

needs from a different vantage point

-- by setting up virtual family visits.

Thomson recognized that meeting
virtually would ease concerns and
Concierge role and appropriate safety
provide much-needed connections
measures.
Patient Concierge Program between patients and their loved ones.
Rosenberry and Thomson joined forces

Provides Human Connections Patient Concierges round in units

to create a new staff initiative, the at Shore Medical Center at Easton,
During COVID-19
Patient Concierge program. from 10 AM to 2 PM and 3 PM to 7
When COVID-19 began spreading PM during weekdays. Included are
“With visitor restrictions, now more
through the country, many hospitals the Emergency Department, medical
than ever, our patients need acts of
suspended elective surgeries and surgical unit, neurology and telemetry.
kindness and compassion. Th e impact
restricted visitors. UM Shore Regional These specially deployed team members

to patients, because of the limitations, is
Health was no different, prioritizing the act as liaisons for patients who are not

an increased risk of anxiety, loneliness
health and safety of our patients and on isolation. They connect with a warm

and fear,” Rosenberry said.
our team members while preparing for introduction and take time to talk, to
a potential surge in COVID-positive “Our Patient Concierges have been listen and demonstrate caring.
patients. meeting our patients’ non-medical
Following her training as a Patient
needs through compassionate, caring
While these suspensions and restrictions visits in the midst of crisis. Th e visits Concierge, staff nurse Janet Holkestad

were necessary to protect our from our staff, the seemingly small acts commented, “This is everything I

communities and our team members, of kindness -- offering empathy and wanted to do as a nurse but didn’t have

adapting to the new circumstances did providing a listening ear to patients the time to do.”

affect our patients, their families and who are anxious or lonely -- have had

our staff. Trish Rosenberry, director, a tremendous positive impact for all,” The visits also provide staff with an
Clinical and Ambulatory Services, saw Th omson added. opportunity to get to know patients

this firsthand while visiting patients through the use of “Get to Know Me”

on the clinical units. Rosenberry knew Th e Patient Concierge program boards. These boards provide space for
something needed to be done to meet is staffed by team members from personal or family pictures, which can

the needs for our patients during this departments whose staffi ng needs are be emailed and added, and answers
pandemic. reduced due to COVID-19. Th ey are to great conversation starters, such
as “What books do you like to read?”
required to wear personal protective
At the same time, Jo Anne Th omson, “What makes you happy?” “Do you
equipment (PPE). Rosenberry and
director, Patient Experience, was have pets?” The boards remain with

Thomson provide training about the
also addressing patient and family the patient, to be referenced by all
purpose of the program, the Patient
clinical staff while providing care. Th e

boards highlight the individuality and
uniqueness of each patient.
KEEP THE BEAT The Patient Concierge also off ers to

facilitate family/friend communication.

CPR & First Aid Training Th ey offer safe, face-to-face visits
with patients and help them connect
Training for: • Boat Captains via video-conferencing soft ware to
• Healthcare • Coaches... family members, friends and spiritual
• Daycare we do them all! advisors, including chaplains. Th ey
CPR and First Aid also help to coordinate patient/family
valid for 2 years communication related to other needs.
410-758-2022 Quality, fun
WE ARE AHA INSTRUCTORS 147 Log Canoe Cir.

& aff ordable “We needed to find ways to stay
For upcoming classes: Stevensville, MD 21666 connected to our patients in this new
training!
www.ktbtraining.net world of COVID-19, and balance their
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