At Harborview, we are increasing our efforts to design a more patient- and family-centered care environment. Our goals are to better acknowledge the emotional needs of patients and families, respond more quickly and completely to concerns and questions and increase patient and family involvement in treatment decisions.
We want patients and families to feel supported throughout their entire stay or visit.
As a volunteer at Harborview you can help with this initiative by:
- Helping patients and visitors access information through the Patient and Family Resource Center
- Connecting patients and visitors with staff, such as their nurse or social worker, when they have questions or concerns
- Guiding patients and visitors to locations throughout the hospital
- Holding a hand
- Listening to patients
You also may help by following our UW Medicine Service Standards, our expectations for how all staff and volunteers should interact with our customers.
- Introduce yourself and explain your role.
- Ask what name a person prefers to be called.
- Offer assistance if someone looks lost or confused.
- Escort people to their destinations if at all possible.
- Refer people to those who can give assistance when you cannot provide the help someone requires.
- Conduct care-related discussions in the most private settings available.
- Take responsibility for complaints and follow through to resolution.
- Provide additional service for those who have been inconvenienced or who may need special assistance.
- Always end your conversation with, “Is there anything else I can do for you?”