To further improve the patient’s hospital experience, St. Luke’s Medical Center (SLMC) has increased ongound support with its Patient Care Navigators (PCN).

The Patient Care Navigators are positioned at different hospital touch points to assist all patients in need of guidance from pre-admission to post-discharge. They act as central guide for seamless coordination of patients’ medical requirements. They are present in main touch points and high-volume units such as Admission, ER, in-patient floors, and some ancillary units.

The service is usually limited to endorsed patients who require more guidance than usual. However, SLMC saw the need to expand the service to accommodate all patients this time.

“With Patient Care Navigators, we expect to guide all our patients throughout their hospital journey. This service will also help better manage miscommunications between doctors and patients,” said SLMC President and CEO, Dr. Arturo De La Peña.

Patients often ask where to go next; what are the next steps; what are the requirements; where can we find a doctor with this specialization; what are some of the required preparations, etc.

“We considered using AI to resolve this pain point but we realized that patients still value a personalized service from our experts. That’s why we’ve decided to increase our on-ground staff,” Dr. De La Peña added.

Patients will now get to experience the same quality assistance from screening, diagnosis, treatment to continuation of care with the presence of Patient Care Navigators. The PCNs could likewise immediately inform patients of the hospital’s value added services based on patients’ treatment requirements.

ADVT.