UNIVERSITY HOSPITAL OF BROOKLYN
The Office of Patient Relations: On the Front Lines of Hope and Healing
As we cross the 1-year mark since the COVID-19 pandemic was declared and acknowledge
the millions of vaccinations administered around the country and the world, it’s important
we recognize the essential workforce who have enabled Downstate and the communities
we serve to weather the storm. In addition to the work of our tireless healthcare
heroes, the Office of Patient Relations in University Hospital of Brooklyn has remained unsung.
For many, having a family member or loved one who has fallen ill and is under hospital
care can be an incredibly vulnerable time. The feeling of helplessness and despair
patients experienced at the height of the pandemic was only exacerbated by the distance
and safety protocols enforced throughout the pandemic. Thankfully, when hospital visitations
were prohibited and people were unable to be at the bedsides of their family and friends,
Downstate was able to provide comfort, support, and guidance for our patient population’s
loved ones.
Understanding the delicate nature of these circumstances, the Office of Patient Relations
wasted no time to spring into action—quickly becoming a trusted resource, advocate,
and system of support for families of the patients we served and continue to serve.
During patients stay at UHB since the start of the COVID-19 pandemic, our staff in
the office of Patient Relations:
- Served as an empathetic liaison between patients’ families and Downstate frontline
hospital staff
- Resolved and allayed the concerns of both patients and their families
- Ensured that the NYS Patient’s Bill of Rights was fully honored
- and Worked to connect members throughout the communities we serve to local City and
State resources.
In addition to supporting our patient populations, the Office of Patient Relations
served as a liaison between the community and our healthcare heroes. Via the Hall of Hope, they shared messages from our friends here in Brooklyn, throughout the State, and
around the country of gratitude, inspiration, support, and faith—helping to keep our
frontline encouraged and reinforced as they braved each day.
Patient relations requires a human touch and the ability to be a conduit of hope for
our patients and their families. Today, in honor of their selfless service, I would
like to take a moment to honor the essential role that the staff in the Office of
Patient Relations play—they are truly stewards of healing for our communities. As
the world endured the most colossal global health pandemic in modern history, we all
came together as one Downstate. The staff in the Office of Patient Relations stepped
up to the plate, standing alongside other heroes on the front lines of COVID-19.
I’d like to extend my gratitude to our incredible staff in the Office of Patient Relations
for their tireless and thankless work. Special thanks to Wren Lester, Ph.D., Chief Experience Officer and Director of Patient Relations, for her leadership in
elevating the standard of patient care here at Downstate.
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