How Elijah Agulan's Healthy Treat Rounds Enhance Patient Comfort and Connection

At HHS, exceptional service extends beyond the expected. It's about thoughtful gestures and genuine connections that transform an ordinary day. In our Healthcare Division, leaders like Patient Service Manager Elijah Agulan and his teams constantly innovate to ensure patients receive healthy meals and unparalleled care. We wanted to share how Elijah's patient rounding initiative makes a real difference, showcasing how our people are truly a differentiator at HHS.

Enhancing Patient Comfort

Elijah's team at Mercy Health Anderson Hospital has redefined patient rounding. It's now an opportunity to create moments of unexpected joy. As Elijah describes, they offer small, healthy treats to patients between meals. Imagine a patient's delight when receiving a refreshing strawberry refresher, a natural lemonade with cucumber and mint, or a wholesome granola bar. They might also enjoy a protein bar, or even a sugar-free homemade cake pop dipped in dark chocolate, or dark chocolate-covered strawberries. These aren't just snacks; they're moments of personal connection, delivered directly by Elijah and his dedicated patient ambassadors.

Check out the delicious fresh lemonade and sugar-free cake balls!

Strengthening Partnerships

The impact of these gestures has been heartwarming. Elijah notes it's "amazing to see how both patients and even the nursing staff light up" during these rounds. Nurses often join in, loving the experience alongside the HHS team. This personal touch builds genuine rapport with patients and, critically, with the nursing team. As Elijah emphasizes, it "strengthens our partnership on the floor, fostering a more collaborative and positive environment". This collaborative spirit is a hallmark of the HHS difference.

The patient services team smiles with a tray of healthy snacks and drinks for patient rounds.

Empowering Our Ambassadors

These rounding initiatives also serve a crucial dual purpose for HHS's patient ambassadors. Elijah intentionally brings them along, providing invaluable real-time opportunities for service recovery. When a patient expresses a concern, ambassadors address it immediately. More importantly, they hear positive feedback firsthand. This direct recognition is incredibly powerful, boosting their morale, increasing engagement, and reinforcing their impact on the patient experience. Our ambassadors aren't just delivering food; they are actively enhancing the patients' day and contributing to their well-being.

Measuring What Truly Matters

Finally, Elijah highlights a critical aspect of patient feedback. While HHS meticulously cares about every meal detail—from temperature to delivery time—it's essential that patients understand what part of their experience they're being asked to rate on surveys. Ambassadors' performance is primarily measured by "courtesy." However, patients sometimes unknowingly rate based on food taste or diet restrictions. By having ambassadors present during rounds, they gently educate patients, helping to ensure survey responses accurately reflect the courtesy and service provided.

Elijah Agulan believes this holistic approach makes the patient experience more personal, allows for immediate service improvement, and ensures our patient ambassadors are seen, appreciated, and accurately represented for their invaluable contributions. It's a testament to how our people-first approach truly differentiates us, ensuring every patient interaction is not just healthy, but human.