Jayne, what are your tasks at the hospital?
The signage at my hospital is so bad that my boss joked that when I retire, I could just volunteer to stand at the top of the stairs and direct people. ( I do this five times a day walking by there already) .
My current role is ER wayfinder.
We have a portable stand that has an all-in-one desktop with access to software that lists patients in ER.
My most frequent task is "way finder". The hospital is under construction so many people are unsure of how to get from the front door to imaging or other locations. They get some instructions as they enter, but, then they get to the ER hallway and you can see it in their face as they are looking for signage, or just not stepping out assuredly. So, I ask them if they need help, and send them on their way a bit more confident. I have built a cheat sheet of things I'm asked about, and every week there is something new. This task has a few positive impacts: reducing stress on people heading to appointments or to family member. Reducing interrupts for staff in ER.
Next task is "way finder" for patients. For people arriving at the ER, it is sometimes obvious who are people seeking medical care, but not always. So, I ask if they seek medical care, and if so, direct them in and to triage. Sometimes the person with them will have questions, like "how long can I leave my car at the ER entrance". My goal -- get them in and to triage as quickly as possible without added stress.
Next task is "way finder" for family of ER patients. This task is the one where I can add the most value, I think, though other tasks are also important. When that stressed person turns out to be a mother/father/husband/wife/sister/son/daughter/etc of an ER Patient, I quickly say "you're at the right spot". I ask the patient's name, and then locate where they are in the ER. If they came in by ambulance and are still in triage, I let the family know to take a seat in the waiting room, then i keep an eye on the app to see when the patient moves to a bed. If they are in the most critical zone, I go and ask the staff in that zone if the relative can come in at this time. Dependent on the answer, depends on next steps. If they are allowed to enter, or if the patient is in a different zone, I escort the support person to the patient. Patients are only allowed two support people by their beds so sometimes I have to advise family only two can enter, and wait until they figure it out. Also, when we get to the bed, if there already is a support person there, I wait until they decide who will leave, and escort them out. Staff appreciate that as they don't have to do it when trying to give care. When taking the person in, I do my best to reduce stress -- walking the right pace, telling them the bed #, ensuring when we get there that yes, that is their person. Sometimes, I get misc requests, like "i came to get the keys to move their car", and I have had two different folks arrive for the same task. Families are stressed, so again, goal is to reduce stress. Make sure all is well.
Next task is support for Triage. I can take a patient to registration, or to a bed -- doing a handoff to the zone nurses. I also can send items to the lab.
Most frequent is to just lighten the mood in the hallway. When I see frequent flyers -- patients that are there every week, then we smile, and say "i can see you know where you are going". Sometimes they love to chat back. You know the ones who are seeking such. For children, I am quick to point out the feet that they can follow on the way to imaging, which becomes a game. When patients leave ER via stretcher to go to imaging or the floor, they come through this hallway. It is a blind spot, so if I see one coming, and I see people walking, I do the "beep beep beep" of a truck backing up, and that gets a smile, and stops delays for the patient. I also will hold people back -- as sometimes people just aren't aware, and patient always should get priority. Sometimes it is just saying "you're going to be a welcome when you arrive" as you see someone who has been to Tim Horton's with a bunch of drinks and treats. Again, reduce stress is the goal.
I've been a patient and a caregiver often enough since I was 15 that I know the look of those who are carrying heavy weights. Sometimes, it is to just nod and acknowledge their presence.
I do a 3-hr stint, and help anywhere from 40-60 people per shift
I find the ones around here are constantly having something done to them.