Hospitalization for a loved one can be an incredibly stressful experience. During these critical times, the support and presence of family and friends are invaluable. Recognizing this vital need, Hackensack Meridian Health has proactively implemented the Patient Care Companion Program to strengthen the patient experience. This network-wide initiative formally integrates designated family members or friends into the care process, empowering them to become active participants in their loved one’s journey to recovery. By appointing a Care Companion, patients and their families gain an extra layer of support, fostering improved communication and a more comforting hospital stay. This program benefits not only patients and their families but also enhances the care team’s ability to provide comprehensive and personalized care.
Albert’s Journey: A Care Companion’s Perspective
The depth of love for a spouse knows no bounds, and Albert’s story perfectly exemplifies this devotion. For 22 years, Albert and his wife Denise shared a deep bond. When Denise faced cancer and was admitted to Riverview Medical Center, Albert stepped into the role of her designated Care Companion. This program became a cornerstone of their experience, granting Albert 24/7 visitation access and enabling him to actively participate in Denise’s care throughout her healthcare journey.
Witnessing Denise’s health decline was heart-wrenching for Albert, yet he remained a steadfast presence by her side. He meticulously documented their journey, keeping a daily diary. “I have a diary of every day she was there, when a new doctor came in I would give them the time and day for when she had certain treatments,” Albert recounts. This proactive approach facilitated seamless communication, as he notes, “There was good communication between everybody.”
The Patient Care Companion Program empowered Albert to be more than just a visitor; he became an integral part of Denise’s care team. He provided practical assistance, readily available to help the nurses. “I knew where certain things were, I’d be able to go get them for the girls. When Denise was still mobile, I’d even strip the bed and change the sheets,” he shares. Beyond the essential medical aspects, Albert offered comfort and familiarity. “When things were critical there’s not much I could do, but when it comes to certain things like adjusting her bed, or helping her wash herself, bringing food or personal things from home, it helped a lot.” These seemingly small acts of care made a significant difference in Denise’s comfort and overall well-being.
Albert and Denise, affectionately known as “Uncle Al” and “Aunt Denise” by the infusion center nurses, formed a strong bond with the care team. The nurses’ dedication extended beyond their professional duties. On the day Denise passed, the team enveloped Albert in love and support, with one nurse even coming in on her day off to offer condolences. “I’ve never seen dedication to patients and care like that,” Albert remarks, deeply moved by their compassion.
Even months after Denise’s passing, Albert continues to visit the infusion center, bringing cookies to the team he grew to admire. He remembers each nurse’s favorite cookie, a testament to the personal connections forged within the program.
Identifying a Patient Care Companion
The Patient Care Companion Program is accessible across all Hackensack Meridian Health hospitals, aiming to broaden its reach and impact patient care throughout the network.
The criteria to become a Care Companion are straightforward, focusing on patient choice and the companion’s ability to participate:
- Patient and Family Decision: The patient, in consultation with their family, has the autonomy to choose their Care Companion.
- Age Requirement: Care Companions must be 18 years of age or older.
- Availability and Participation: Companions should be available to actively participate in mutually agreed-upon aspects of the patient’s care.
The Multifaceted Benefits of the Patient Care Companion Program
This program fosters a healing-centric environment, recognizing loved ones as invaluable extensions of the care team. Care Companions act as extra eyes and hands, enhancing communication and support. The bedside nurse assigns tasks that Care Companions can assist with, which may include:
- Streamlining Communication: Serving as a central point of contact between caregivers and family members, reducing redundant inquiries and ensuring efficient information flow.
- Enhancing Safety Measures: Supporting safety protocols by assisting with checks such as masking compliance, maintaining a safe environment, and promoting handwashing.
- Assisting with Nutritional Needs: Providing feeding assistance to the patient after receiving clear instructions and guidance from the primary nurse.
- Supporting Personal Hygiene: Helping with hygiene and oral care to maintain patient comfort and dignity.
- Encouraging Mobility (with Approval): Assisting patients with walking and ambulation, always with the explicit approval and instructions from the primary nurse.
- Promoting Comfort and Positioning: Repositioning pillows to support extremities as instructed and approved by the nursing staff.
- Facilitating Basic Needs: Assisting with bathroom visits to ensure patient safety and convenience.
- Providing Comfort Items: Supplying amenity items such as toothbrushes, toothpaste, sleep kits, water, juice, pillows, and blankets to enhance patient comfort.
To ensure a seamless and supportive experience, Care Companions are oriented to their environment, learning where to access essential supplies like linen and pantry items. They also receive an onboarding guide, a visitor’s pass/bracelet for easy identification, a parking pass to alleviate logistical concerns, and a meal card to ensure their own needs are met while providing care.
A Patient-Centered Approach to Care Enhancement
The genesis of the Patient Care Companion Program arose from the challenges of the COVID-19 pandemic when restricted visitation policies were in place. Elizabeth Paskas, SVP, chief experience officer at HMH, played a crucial role in ensuring a patient- and family-centered approach during these unprecedented times. “This program was created as the result of COVID-19 when HMH had a limited visitation model. Our Executive Leader, Elizabeth Paskas, SVP, chief experience officer, was instrumental in ensuring our approach remained patient- and family-centered. Patients wanted their family and loved ones with them,” explains Nazila Esmaeili, network director of Operations for OPE. The program directly addresses this fundamental need, ensuring patients are surrounded by their loved ones throughout their healthcare journey, particularly during vulnerable moments. “Having a Care Companion selected by the patient ensures their loved ones are with them throughout their health care journey during their most vulnerable times. It provides a lot of comfort for our patients and their loved ones,” Esmaeili emphasizes.
Eileen Collison, Experience ambassador at Riverview Medical Center, highlights the positive synergy created by the program. “I love seeing how this program creates wonderful interactions between team members, family and the patient. They all work together. Families are part of the care team, and they feel really good about being involved,” Collison observes. The Patient Care Companion Program effectively bridges the gap between hospital care and family support, creating a more holistic and comforting healing environment for patients and their loved ones.
