At HHS, we believe great care is about more than clinical skill—it’s also about human connection. When we invest in people, we elevate the experience for our partners and the patients they care for. That belief is at the heart of our Patient Ambassador Program, which has enhanced the patient experience across many HHS accounts—and is now being launched at Youngstown St. Elizabeth Health Center.
A hospital stay can naturally bring stress or uncertainty. In those moments, even a small act of kindness can make someone feel more comfortable. Our ambassadors help reduce anxiety by offering a friendly face, clear guidance, and personal support. They help patients understand how to order meals, navigate their room and hospital routines, and feel confident about the care they’re receiving.
At other HHS locations, the program has strengthened collaboration between teams—and we’re already seeing that same momentum in Youngstown. As Director Krista Taylor shared, “Banding together while navigating moments of discomfort has proven to be a powerful catalyst for mutual support and collaboration.”
Ambassadors work 12-hour shifts on the same unit—similar to nursing schedules—which helps them build trust and steady relationships with nursing teams. Because they’re consistently present, they get to know each patient and their preferences. They don’t simply deliver meals; they make sure every tray is prepared exactly the way the patient likes it. It’s a simple but meaningful way we reinforce quality and care.
The program also creates clear operational benefits for our hospital partners. Ambassadors follow a structured process to help everything run smoothly:
They introduce themselves and explain how meal ordering works.
They submit accurate orders and dietary needs to the culinary team.
They check each tray before delivering it.
They follow up to confirm the patient is satisfied.
By reducing errors and improving communication, ambassadors help both hospital and culinary teams increase efficiency. As CEO Bert Beard of Maria Parham Hospital shared, the program has had a “positive impact on our patient satisfaction scores.”
What makes an ambassador truly great? It comes down to patience, compassion, and the ability to bring warmth to every interaction.
Michelle and Shirley—two of our standout ambassadors—show this every day. Michelle captured it perfectly: “It’s rewarding to know I’m not just delivering a meal—I’m delivering comfort. When a patient says, ‘You remembered how I like my tea,’ I know I’ve made their day a little easier, and that’s the real win.”
Their work is supported by leaders like Patient Services Manager Sharon Petrilla, who help ensure ambassadors feel prepared, valued, and connected to our mission.
From left to right: Krista Taylor, Shannon Petrilla, Shirley Lopez, and Michelle Scott.
Our Patient Ambassador Program reflects who we are at HHS: caring, attentive, and committed to improving the patient experience in every small, meaningful way. We’re proud of our ambassadors and grateful for the impact they’re making—one conversation, one connection, and one meal at a time.