Imagine having an unexpected medical emergency and your family is out of town or isn’t within close proximity to you. Who do you call? Who is not busy? Who will you not burden? For some seniors, these are questions that cannot even be answered because they do not have anyone to call. Wanting to provide residents in this situation with a familiar face and comforting presence during a hospital visit, Presbyterian Village North (PVN) and Grace Presbyterian Village started the Resident Emergency Advocacy Program, which ensures that the residents do not travel to the hospital or stay there alone. When caregivers become a part of the Presbyterian Communities & Services team, they undergo special training on being an advocate. One Christmas Eve, Marion Goodrich, a resident of Presbyterian Village North, had a medical emergency while her family was out of town, so Heather Ashby, director of residential and assisted living, went with her to keep her company and bring her and her family peace of mind.
“My family went to Austin for Christmas that year, and I stayed behind because I was having stomach issues,” said Goodrich. “I suffered a fall after taking a medication that made me very drowsy. I remember waking up on my floor around 7:30 p.m. with a large bump on my head. I paged my nurses immediately and they called Heather, who left her family on Christmas Eve to come up to PVN and accompany me to the hospital, since my family was out of town. She rode in the ambulance and stayed in the ER with me until they admitted me at 3:00 a.m., and then she agreed to go home. It was so reassuring having her there with me, though I did feel bad that I was taking her away from her family. Heather did a wonderful job keeping my daughter informed about what was going on and made sure I was comfortable. She never left my side. Presbyterian Village North treats residents like their own family members.”
Goodrich was admitted to the hospital for three days to get stitches on her head. During that time, PVN team members stopped by frequently to visit with her and make sure that she had everything she needed, as her daughter, Sally, was still out of town. It brought both Goodrich and her daughter peace of mind. Goodrich says that the other residents are delighted with the program as well. When people come back from the hospital, they’re always asked who accompanied them and how it went. Goodrich has friends who live at other communities, and none of them have mentioned a program like this to her. She believes it is one of the many unique things that makes living at PVN so special.
“I was more than happy to assist Marion and be there for her after having such a traumatic experience,” said Ashby. “I knew I was of extreme comfort to her, and I was able to provide updates to her family, who was not in town at that point in time. I held her hand, we said prayers and I did my best to make sure that she was content. I love this program and am so happy we have it in place. When my grandmother was in a retirement community a few years ago, she experienced a medical emergency when we were out of town. No one went to the hospital with her and she spent her time there alone with just the doctors, and they didn’t know my grandma’s history on a personal level. It was such a scary time for both her and us. I’m so glad we can relieve some of that stress for residents and their families. During all my years in the senior living industry I have yet to encounter another program like this. It is truly unique and further demonstrates PVN’s mission of being a ministry of people serving people.”
The advocacy support program provides active support to a Presbyterian Village North or Grace Presbyterian Village resident/patient during a health crisis at an area hospital ER, usually when family or designated care companions are not immediately available. It also provides a caring presence for the residents and their family by coordinating communication between the hospital and the senior living community. The advocate is used when the resident is an elder orphan, when family cannot be there within a reasonable amount of time and when the medical emergency is determined to be critical and extra support to family is needed.
“The advocacy program that both Presbyterian Village North and Grace Presbyterian Village offer to their residents was put into place to provide peace of mind in a very difficult time,” said Tom Tickner, minister of spiritual life for Grace Presbyterian Village. “It reminds them that they are not alone, and it is comforting to family members to know that we are providing support if they cannot be there or interim support until they can come.”
The advocate is responsible for knowing the reason the residents are going to the hospital and which hospital they are being taken to, their room number at the senior living community, whether a family member or care companion is on the way, contact information for medical power of attorney and estimated time of departure from the community if the resident has not left yet. The advocate makes sure that the ER staff is attending to the residents’ needs, such as getting a blanket if they are cold, helping them to the bathroom or getting them a beverage if they are thirsty. If the resident is discharged back to the community, the advocate ensures that the hospital has made transportation arrangements and communicates them to the community.
“The advocacy program is one of the most significant ways that we fulfill our mission to enrich lives,” said Ron Kelly, executive director for Presbyterian Village North. “Many of us have experienced a sudden need for medical care that caught us by surprise. When family isn’t available to be with us, it makes that surprise even more troubling. I know that families appreciate knowing that even when they are not physically available, they can trust our team at PVN to always be there for their loved one.”