Patient experiences are personal

When I landed this job as a patient ambassador at NCH Baker, a 400-bed hospital in Naples, Florida, I felt giddy like a teenager. I was so happy–I was floating on air.

Everyday, I visit with patients and ask if I can make their stay more comfortable. I ask them, “How was your food today?” And I want to know if their rooms were cleaned properly. If they need something, I try to get it for them. I tell them I’m not a doctor or nurse, but I can change a TV channel, dial a number on their cell phone, or even help them take a little walk. 

Most of all, I love to talk with patients. Sometimes, they aren’t in the mood to talk, and I understand that. But often, they are lonely, or scared about their health, and they open up. I try to take their minds off the reason they’re in the hospital. If I can help them smile or laugh, it makes me feel good too. 

I ask about their children, grandchildren, and the places they’ve traveled. I try to be a good listener and show compassion and empathy. 

Following Cues

Before I accepted this position in 2020, I’d been a banquet server at The Ritz-Carlton in Naples, Florida, for 18 years. We served more than 1,000 people at events there. It was a wonderful place where I learned excellent guest relations skills. They taught us to anticipate guest needs by looking for certain cues.

Today, I’m better prepared for my position at the hospital because of my hospitality training. There are many similarities, because people are people, but the cues I look for are different. Instead of noticing when a hotel guest hasn’t eaten his entree, and offering another option, I notice that a patient is shivering and needs a blanket or makes eye contact and wants to chat.

My Life’s Purpose

When I look back on my life’s journey, I can see how each path led me to this place. I believe this job is my life’s purpose. It just took me a while to get here.

I came to this country from Bogota, Colombia, 37 years ago. I’ve raised four children, who are my pride and joy, and I’m a grandmother of six. Before, it was important for me to provide for them, but now, it is my turn to help those in need. 

It’s a blessing and an honor to share my comfort and love. It makes me so happy. 

Find out more about a career with Sodexo Health & Care

This article was created by Maria “Pilar” Gutierrez, Patient Ambassador at NCH Baker, a 400-bed hospital in Naples, Florida.