Care Companion Program Improves Patient Care and Family Experience

When a loved one is hospitalized, the care they receive is so critical, and who knows how to help a patient better than their loved one? 

Hackensack Meridian Health’s Office of Patient Experience (OPE) saw an opportunity to help both the patients and the care team by implementing the Care Companion Program. This network-wide initiative allows for a designated family member or friend to be appointed a patient’s Care Companion. This role provides an extra set of hands for care providers, and allows families to have the close access needed when a loved one is hospitalized. 

Albert’s Story as a Care Companion

When it comes to love, you’d do anything for your person, and living proof of that is Albert. 

Married for 22 years, Al’s wife Denise was a patient with cancer at Riverview Medical Center and he was her designated Care Companion. Through this program he was granted 24/7 visitation and the ability to partake in her care throughout her health care journey. 

While it was heartbreaking to watch as Denise’s condition deteriorated, Al stayed by her side the entire time. “I have a diary of every day she was there, when a new doctor came in I would give them the time and day for when she had certain treatments,” Al explains. “There was good communication between everybody.”

The Care Companion Program gave Al the access and ability to provide additional aid in Denise’s care, while also playing a critical role in the communication between Al and Denise's care team. “I knew where certain things were, I’d be able to go get them for the girls. When Denise was still mobile, I’d even strip the bed and change the sheets,” he adds. “When things were critical there’s not much I could do, but when it comes to certain things like adjusting her bed, or helping her wash herself, bringing food or personal things from home, it helped a lot.” 

Known as “Uncle Al” and “Aunt Denise” to the nurses in the infusion center, the day Denise passed, the team surrounded Al with love, with one team member even coming in on her day off to show support. “I’ve never seen dedication to patients and care like that,” Al says.

Months after her passing, Al still comes into the infusion center to drop off cookies to his favorite team – he even knows each nurse’s favorite type of cookie. 

Who can be a Care Companion?

The Care Companion Program is available at all Hackensack Meridian Health hospitals. 

In order to be a Care Companion: 

• Patients and families decide
• Must be 18-years of age or older
• Must be available to participate in agreed upon aspects of care
  
  

What are the benefits of participating in the Care Companion Program?

These partnerships provide an environment that promotes healing, and allows loved ones to be an extra set of eyes and hands to help the care team. Some of the tasks Care Companions can assist with, are assigned by the bedside nurse, and include:

• Acting as a point of contact between caregivers and family members to reduce redundancy
• Safety measure checks (masking, environment of care, handwashing, etc.)
• Feeding after receiving instruction from the primary nurse
• Hygiene and oral care
• Helping the patient walk around, if approved by the primary nurse
• Repositioning pillows underneath extremities as instructed/approved by the primary nurse
• Bathroom visits
• Providing amenity items (toothbrush, toothpaste, sleep kits, water, juice, pillow, blanket, etc.)

To promote a collaborative and supportive experience, Care Companions will learn where to access linen, pantry items, or other items their loved ones may need during their stay. Care Companions are also provided an onboarding guide, visitors pass/bracelet, parking pass and meal card.

Finding a Better Way for Care

“This program was created as the result of COVID-19 when HMH had a limited visitation model. Our Executive Leader, Elizabeth Paskas, SVP, chief experience officer, was instrumental in ensuring our approach remained patient- and family-centered. Patients wanted their family and loved ones with them,” said Nazila Esmaeili, network director of Operations for OPE. “Having a Care Companion selected by the patient ensures their loved ones are with them throughout their health care journey during their most vulnerable times. It provides a lot of comfort for our patients and their loved ones”

“I love seeing how this program creates wonderful interactions between team members, family and the patient. They all work together. Families are part of the care team, and they feel really good about being involved,” said Eileen Collison, Experience ambassador at Riverview Medical Center.