Remembering the “Why” – Escorting Patients, Families and Visitors

Have you ever been lost? Have you ever needed directions and then once you got them, you still could not find your way? I sure have, and I know what that feels like for me. It would be fantastic if our patients, families and visitors never got lost, but the reality is, finding your way in a hospital can be difficult.

Visitors to a hospital are often anxious. Most people come to Chatham-Kent Health Alliance (CKHA)because they are ill, have a family member who is ill, or require health care services. If possible, we want to create a culture that helps alleviate some of their anxiety.

That is why we want our staff to escort patients, families, and visitors. We feel that through simple gestures, by helping people find their way for example, we can help to decrease their anxiety and improve their overall hospital experience.

This summer, to reinforce this idea, CKHA is focusing on the Service Excellence Standard – Escorting patients, families and visitors. If patients, families, and visitors appear lost or are looking for directions, we encourage everyone who works at CKHA to offer assistance. We want all of our staff to ask if they can help and then, offer to escort them to their destination. If patients, families or visitors do not know the way, we encourage you to find someone who does.

That is why escorting patients, families and visitors is supported and encouraged to be an “always behaviour”. After all, it is only by committing to our everyday or “always behaviours” that we can make a difference for all of the patients, families and visitors of CKHA.