Elrod James K, Fortenberry John L
Willis-Knighton Health System, 2600 Greenwood Road, Shreveport, LA, 71103, USA.
LSU Shreveport, 1 University Place, Shreveport, LA, 71115, USA.
BMC Health Serv Res. 2018 Dec 14;18(Suppl 3):927. doi: 10.1186/s12913-018-3677-6.
Healthcare institutions deliver essential services that practically everyone needs at least periodically over the course of their lives. Hospital admissions, in particular, place patients in circumstances very foreign to them, with uncertain outcomes often being the case, causing stress for care recipients and their loved ones. Health and medical establishments must be very mindful of this and work toward supplying environments that are as comforting as possible for those in their care.
One avenue for relieving patients and their loved ones of hardships that complicate already difficult situations involves the development and implementation of Good Samaritan programs. Termed in reference to the biblical Good Samaritan who attended to the physical and emotional needs of his neighbor, these programs supply aid and comfort over and above that which traditionally has been delivered to patients in healthcare delivery settings, fostering satisfaction, positive word-of-mouth communications, and loyalty. Willis-Knighton Health System operates a Good Samaritan program, notably including a patient concierge team, complimentary lodging, and free transportation, with the offering greatly improving the patient experience. This article profiles Willis-Knighton Health System's Good Samaritan program and supplies a blueprint for establishing similar offerings in virtually any healthcare entity.
Good Samaritan programs provide significant support and assistance to care recipients and their loved ones at particularly difficult times. Willis-Knighton Health System has observed firsthand the many benefits afforded by its Good Samaritan program, relieving those served by the establishment of many burdens and endearing them to the institution for its associated investments which foster peace of mind.
医疗机构提供的基本服务几乎是每个人在其一生中至少偶尔都需要的。尤其是住院治疗，会使患者置身于对他们来说非常陌生的环境中，而且结果往往不确定，这给患者及其亲人带来压力。健康和医疗机构必须充分意识到这一点，并努力为其护理对象提供尽可能舒适的环境。
减轻患者及其亲人在本就艰难的情况下雪上加霜的困境的一条途径是制定和实施“撒玛利亚好人计划”。该计划以圣经中照顾邻居身体和情感需求的撒玛利亚好人为名，提供的援助和安慰超出了传统上在医疗保健环境中给予患者的程度，从而提高满意度、促进积极的口碑传播并培养忠诚度。威利斯 - 奈顿健康系统运营着一个“撒玛利亚好人计划”，特别包括一个患者礼宾团队、免费住宿和免费交通，这一举措极大地改善了患者体验。本文介绍了威利斯 - 奈顿健康系统的“撒玛利亚好人计划”，并为几乎任何医疗保健机构建立类似服务提供了蓝图。
“撒玛利亚好人计划”在特别困难的时期为护理对象及其亲人提供了重要的支持和帮助。威利斯 - 奈顿健康系统亲眼目睹了其“撒玛利亚好人计划”带来的诸多益处，减轻了接受服务者的许多负担，并因其相关投入让他们安心，从而使他们对该机构产生好感。
