Care Built Around People
Listening, support and teamwork are improving patient experiences.
Late on a Friday afternoon, Flora and Doug had an urgent question about her care. Her physician wasn’t in that day, and with the weekend approaching, they worried they would have to wait until Monday for answers.
Jessica, a member of University of Vermont Health Network – Elizabethtown Community Hospital’s infusion team, promised she’d find out.
At 5:30 pm, after the center had closed for the weekend, the phone rang at their home. It was Jessica, calling with the answer.
A four-star commitment to exceptional patient care
For Flora, who receives regular infusions at the hospital, and her husband, Doug, the call reflects the level of care they’ve come to expect: people who go the extra mile. It’s the same commitment to exceptional patient care that helped the hospital earn a four-star rating from the Centers for Medicare & Medicaid Services in its first evaluation. Strong Press Ganey patient experience scores in the emergency departments and other areas also contributed to the recognition. Flora’s infusion treatments can last from three to six hours. Doug often spends those hours by her side.
Over time, he has noticed the staff’s attention extends beyond the person receiving care.
“I’m not even the patient,” Doug says. “I’m just the family… and they treat me like a patient. When Flora goes to infusion, they ask her, ‘Do you want a coffee? Do you want a cookie? Do you want a blanket?’ And then they ask me! I’m not even the patient.”
Doug also credits Becky, Cheryl, Shelby, Jess and Nick with making each visit feel personal and welcoming. He wants people to know their names because, he says, they are part of what makes the experience special.
I’m not even the patient. I’m just the family… and they treat me like a patient.
Personalized support for patients and families
Amanda Bola, director of quality and community benefits and the hospital’s patient advocate, sees those relationships as a key part of quality care.
“It’s that human connection,” she says. “It’s treating our patients as people and letting them see us as people and going the extra mile to make that difference. When you stay 10 minutes after your shift just to explain care to a patient who’s scared, that goes a very long way.”
Bola adds that Flora and Doug’s experience is just one example of the many moments when staff members choose to do a little more than what’s required.
Bringing specialty care closer to home
The care Flora receives extends beyond her infusion appointments. By coordinating services, anticipating needs and helping patients navigate their care, teams across the hospital work to keep patients like Flora healthy and stable between visits. The goal is to help people maintain their health and independence while avoiding unnecessary emergency department visits or hospital stays whenever possible.
That approach is supported by services available close to home, including outpatient infusion and chemotherapy, along with specialty clinics that bring cardiology, gastroenterology and other expert care into the community.
For patients who might otherwise face long waits or extended travel, receiving care locally can make a meaningful difference.
For Flora and Doug, the four-star rating reflects what they see every time they walk through the doors of Elizabethtown Community Hospital: staff who follow through, work together and take the time to know the people they care for.