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Coronavirus (COVID-19): Visitor Restrictions, Resources, and Updates

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The Patient Experience: What You Need to Know

Your Are an Important Part of the Healing Process

At Highland Hospital we believe that you're much more than a visitor in your loved one's life. Your involvement is part of a patient's healing process and we encourage you to visit.

We also understand that for family and friends a hospital can be an overwhelming, often confusing place that feels unsettling and stressful. By taking a few moments to familiarize yourself with a patient's experience in the hospital you can play an important role in soothing their fear, providing support, and bringing a sense calm into the room—all essential contributions to the healing and recovery.

Every patient has a unique visit and treatment program specific to their condition. However, just like you have a daily routine at home, there is also a predictable rhythm to hospital activities. Even though a hospital is a place of rest and recovery it's a very busy place. Days start early and sometimes and both seem to run together especially if there is a lot of activity during the night. Knowing what to expect will help you decide the best possible time for your visit.

A Typical Routine

Listed here are some routine activities that create the typical ebb and flow of hospital activity from the patient's perspective. Please follow links to learn more about the specific caregivers and services that are part of a patient's hospital experience.

  • Checking vital signs. Most activities are scheduled during the day so a patient can rest at night. Checking vital signs (blood pressure, temperature, pulse and respiratory rate) is an exception. From admission to discharge; most patients have their vital signs checked regularly round-the-clock.
  • Lab technicians. Lab technicians will take a blood samples very early. This is because the first question on a health care provider's mind is what were the vitals and the labs today? The team uses the vital signs and lab results from the blood sample to make or adjust their plans for a patient.
  • Meals. Mealtime is a popular time for company! You can order a guest meal  and eat with your family member or friend. Meal times are staggered but usually occur around the expected times—morning, afternoon, and evening. Contact the patient's unit nurse or secretary to get a more precise time of when your friend or family member will be served.
  • Personal care. Sometime during the first half of the day personal care assistance will be provided for those who need it. This includes assistance with activities such as brushing teeth and hair, face washing, showering, and using the bathroom.
  • Medications. Nurses administer medications to each patient based on the schedule prescribed by the doctor. This schedule doesn't necessarily correspond to any other activities.
  • Housekeeping. Housekeeping will come into a patient's room once or twice a day to empty garbage, clean the bathrooms, wipe down sinks and generally keep everything sparkling and orderly. They have to follow many rules to ensure everything is cleaned according to strict standards.

The Healthcare Team

In addition to the regular daily activities, a patient receives care from a wide range of specialists. The exact time these specialists interact with a patient may vary depending on schedules. Sometimes coordinating everyone's needs and agendas can be complicated.

Primary Caregivers

Physicians. When physicians tend to their patients, it's called making rounds or rounding. Rounds happen at least once a day, sometimes more, depending on a patient's needs. At Highland we embrace collaboration between attending physicians, patients, and their trusted loved ones. We encourage these key members of a patient's primary care team to be present during rounds so they can ask questions and learn what they need to know to feel comfortable and informed.

But be prepared. Highland is an affiliate of the URMC and is a teaching hospital on the forefront of new ideas, the latest research, and techniques so there will often be interns and residents attending rounds with the physician. The physician, residents, and other members of the medical team may be present during rounds to ensure clear, transparent communication. 

Nurses. Nurses have a huge responsibility and are often the ones who stitch all the daily activity and information together for everyone who needs to know about a particular patient. They watch over a patient's daily needs and well-being. In addition to assisting with personal care, medications and vital signs, nurses conduct assessments. Every detail is considered important and tracked. Unit concerns are directed by the nurse manager who is assisted by nurse leaders and the charge nurse. Registered nurses (RNs), and patient care technicians (PCTs) provide 24-hour bedside care.

Additional Caregivers

Patients may receive visits from other specialists in the hospital that are part of their healthcare team. These specialists may include:

  • Pharmacists
  • Respiratory, Speech, Physical or Occupational Therapists
  • Unit Secretary
  • Social Worker
  • Home Care Liaison
  • Utilization Management Nurse
  • Nutritionist
  • Interpreters
  • Chaplain
  • Ethics Consultation
  • Volunteers

Finally, did you know Highland Hospital considers you an important member of your friend’s or family member’s health care team? There are two things you can do even if you can't make it to the hospital or live out of state. Go to a patient’s personal CaringBridge site where you can post messages of support.