Page 16 - Silver Linings Issue2

Peter Clark and Molly Norton (Director of Patient Experience at Silver Hill), the hospital’s two Patient Navigators, discuss the workings of the program.
Guidingpatients
every step of
the way.
Patient Navigator program guides patients from admission to discharge and beyond
People come to Silver Hill Hospital in times of great distress. Nagging logistical questions are the last thing patients and their families need.
What is the visiting etiquette?
When can I expect to hear from the treatment team?
What is the best number to reach the doctor?
Our new Patient Navigator program is the answer to those questions, and many others that may arise during a patient’s stay at Silver Hill. A trained
16 navigator works one-on-one with a patient and family from admission through the end of treatment, and even beyond with post-discharge follow
up. The navigator ensures a seamless
experience through high-touch customer service.
The Patient Navigator program is currently in its pilot phase and we
hope to expand the program soon. It is enthusiastically endorsed by our Patient and Family Advisory Council, which
is made up of people who have prior experience with Silver Hill.
“It will be amazing! We are going to help patients and families feel connected and supported throughout their experience,” says Molly Norton, Director of Patient Experience at Silver Hill. “Our customers deserve the highest level of customer service we can provide.”
Molly, along with Peter Clark, are the Navigators and have assisted patients
and families with a variety of questions and concerns. “Behavior health is inherently confusing and nuanced,” says Molly, “and a Patient Navigator helps provide information, support and guidance every step of the way.”
Lisa Benton, Silver Hill’s Chief Quality Officer, said the early response to the Patient Navigator program has been overwhelmingly positive.
“The response is clear,” Lisa says. “Patients and families appreciate the high-touch service and report an even better experience of care.”
The Patient Navigator program is another way your support is helping Silver Hill Hospital improve the overall experience for our patients.
Role of the Patient Navigator
Meet with patient and family at admission to establish relationship and review patient rights
Orient patient and family to hospital
Work with clinicians to get treatment questions answered
Visit patient at least once during inpatient stay to answer questions and provide support
Assist with progression to Transitional Living Program stay; ensure luggage arrives before patient, tour the house, call family to inform of safe transition
Visit patient at least twice during residential stay
Follow up within one week of discharge
Provide additional post-discharge support