Planetree Programs Help Personalize Patient Experience

As the first hospital in Orange County to become a Planetree hospital, South Coast Medical Center in Laguna Beach, Calif., began a journey in September 2004 to introduce and expand patient-friendly services.

Planetree is a national non-profit alliance of more than 90 hospitals where patient-centered models of care help to personalize, humanize and demystify the patient’s experience.

“We believe these patient-centered programs are the things that will differentiate us from surrounding hospitals and contribute to a successful healthcare system in our community now and well into the future,” says Bruce Christian, President
and CEO of South Coast Medical Center.

Since joining the Planetree alliance, SCMC has begun to offer music therapy, art therapy, pet therapy and other support for patients and families. A piano was donated for the main lobby and musicians stroll through the hospital singing or playing peaceful, soothing music. A trained, certified pet therapist visits patients once a week.

Professional facilitators lead out in support groups such as bereavement, eating disorders, cancer support and Parkinson’s support. The newest group is a weekly Mediation through Music class for patients and visitors. The new programs add to the healing environment of the hospital.

The newest Planetree program is Art Walk at South Coast, a display of original artwork by local artists to provide a calming, uplifting environment for patients, visitors and employees as they walk through the main corridors.

“Creating a healing environment is first and foremost about creating a culture where patients feel that their emotional needs are met as well as receiving excellent clinical care,” says Christian. “It’s about creating an environment where patients feel they receive personal care with privacy, respect and dignity.”

Volunteers are a vital component toward making the support programs a reality. As liaisons, volunteers seek to give a comfortable experience for a patient’s family members through providing a listening ear and answering questions.

“The families feel much more comfortable having someone to talk to,” says Andrée Hory, a volunteer in Same Day Surgery. “Sometimes, all I have to do is smile.”

Patient education and providing “comfort care” helps patients and families feel more at ease during a time of anxiety. Planetree is about taking some of the fear out of the hospital experience.

“By listening to what patients want in the health care environment, Planetree affiliates have created some of the most healing hospitals in the country,” notes Susan B. Frampton, Ph.D., President of Planetree. “They recognize that patients have a choice about where they will go for care, and that they are looking for more than just advanced technology and a good clinical outcome.”

“In our community, it is important that we focus our intent on exceptional patient-centered care,” Christian says. “While we increase the satisfaction levels of our patients and their families with the Planetree model, we also continue to attract healthcare professionals who share the same philosophy of putting patients first.”