“ The Methodist Experience means that I’m actually making someone a little more comfortable than when they started out.”
The Methodist
experience
Methodist registered nurse Majorie Bolalin assists a patient.
By Nkem Okafor
Shaping each patient encounter into one that is unique to them is the driving force behind the Methodist Experience: A concept that individualizes patient care and engenders an environment of comfort and healing. “We ask patients on the first day of their visit if they are inter- ested in telling us more about themselves,” says Leticia Elizondo, a patient liaison who works with radiation oncology patients. “What do they like? What makes them comfortable?” The tidbits she gleans from these interactions are used to help comfort patients in stressful or painful situations. “It’s giving the patients something to feel, like ‘wow, I want to go back there. I want to tell the people I know that if you go to Methodist, you are not a number; you are an individual — a person, a friend, a family member,’” says Elizondo, who has worked at Methodist for nearly six years. “We build relationships with our patients. They feel like they are family to us, and we feel like we are family to them. … That’s what makes the difference.”
Fostering trust and empowerment What originated as a pilot program in 2005 has evolved into an outpatient and inpatient strategy that showcases exceptional, personalized care and service for patients in a safe environment. The Methodist Hospital’s vice president of
Human Resources, Carole Hackett, says promoting safety helps patients and employees feel secure and protected, enhancing the experience. “Paying attention to detail and reporting potential safety risks help protect our patients and colleagues and work to prevent high-risk events,” Hackett says. “All these elements coalesce to foster trust and empowerment.” In addition to patient interaction, physical environment is inherent to the Methodist Experience. Exam and procedure rooms have names like peace and perseverance, and artwork depicts nature themes with an emphasis on water — all designed to render a tranquil atmosphere. Last year, the hospital opened the Healing Garden, a serene, outdoor space for patients and their families (see page 5). Patients receive small, smooth stones with faith, strength, courage or believe printed on them — symbols of inspiration and hope. Tote bags and portfolios also are provided to assist patients during their visits. And their favorite snacks, drinks and music selections provide a boost and help pass the time.
Volume 5, number 3 3
