Patient experience specialists are a relatively new development in health care, found primarily in hospitals and long-term care and rehabilitation facilities. She took my complaints as seriously as if she’d experienced this nightmare herself.”įor Anders, the patient advocate was a port in the storm, giving her a personal cell phone number and email address, making her feel supported and offering to fight for her. She asked if I wanted to report it, have the surgeon endure a peer review. “She was horrified,” said Anders, 61, who showed NJ Advance Media emails she sent to the specialist during the ordeal. That was until she spoke with the patient experience specialist she had met during a 2018 stay at the hospital. “My mother and friends were in quarantine, so I was on my own there.” I was out of it from all the drugs and anesthesia,” Anders said. She had no relatives to advocate on her behalf as visitation was restricted at the peak of the crisis. The Hackensack writer, fearing she would contract the virus there, felt frightened, vulnerable and very much alone. But NYU Langone Orthopedic Hospital decided to move her to what a nurse called a “COVID ward” despite her objections, she said. She knew COVID-19 raged all around her, in the city, in the hospital.Īnders twice tested negative for the coronavirus. The anesthesia hadn’t even worn off as she lie in a New York City hospital bed in May 2020, recovering from hip replacement surgery. (You may need a subscription to access this article.) Read this article as it originally appeared on nj.com July 14, 2022. Sarah Crespo, the director of patient experience at Saint Michael’s Medical Center in Newark, was featured in an article about patient experience on nj.com.

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