Transporting Service Excellence

Whether it’s an inpatient arriving for an x-ray or CT scan, or a patient coming in for a routine clinic appointment, getting patients comfortably and safely from Point A to Point B is a vital component of the patient care experience at Henry Ford Hospital.

And if you’ve seen our team of patient transporters in action, you know it’s not an easy job.

Give it a try someday.

From moving a patient safely out of bed, to negotiating too narrow doorways, to maneuvering beds, gurneys or wheelchairs through the maze of corridors and crowded hallways, all while keeping the patient calm and relaxed and ensuring the patient receives a smooth and timely ride to the next destination in their treatment of care.

Have you ever tried just walking through the main hallway during the lunch hour or walking the patient floors during the height of morning patient care and rounding?

Imagine trying to weave through that crowd with a patient, equipment and a gurney.

The job of a patient transporter is essential to the everyday activity of clinicians too.

That’s why I wanted to highlight the important (and at times overlooked) role of the patient transporter, by taking a walk in the shoes of Willard Robinson.

Willard has been with the System for more than 20 years. He’s also someone I consider a “legacy employee,” because his mother also worked many years for the hospital.

Like many of our employees, Willard goes out of his way to ensure he not only does his job, but puts his patients first.

He arrives an hour early to work every day to watch the news on TV and read the newspapers so he can discuss current events with the patients he transports. It also doesn’t hurt that Willard has a great sense of humor with his patients.

Willard is a first-class example of AIDET in action (and he was doing AIDET long before it was popular).

Not to mention, he’s just as focused as our clinicians on patient care quality and safety.

Willard routinely follows protocols like double checking patient identification to ensure he’s taking the correct patient to the correct location and works accordingly for fall risk patients. He also plays a role in teaching new students to lift patients properly and so much more.

The above video is a recap of my experience with Willard.

When transportation fails and there is a delay in care, we are all too quick to point out the problems.

When transportation succeeds, as it usually does, we do not always appreciate the efforts to make that simple “keeping the trains running on time” actions work.

If you interact with patient transporters on a daily basis, or count on them to get your patients to appointment on time, take a moment to say “thanks” in the comments section below.

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4 thoughts on “Transporting Service Excellence

  1. Hi Dr Popovich, thanks for taking a walk in the shoes of our transport staff. We often say we are the “circulatory system” of the hospital. This is a great bunch of people and we appreciate you spending time with them.

    Dolores Losey, Director of Pt Transport
    Lisa Butera, Supv of Pt Transport
    Henry Ford Macomb

  2. Dr. Popovich,
    This is great! Willard is amazing and so important to recognize what he does everyday!

  3. will is one of the very best people i have ever had the pleasure of working with. he is always on time, always happy to help and the patients love him. his caring and compassion never goes un-noticed.

    thank you so much for recognizing will.

    rachel heller, RN
    hfhs CRO

  4. Thank you all @ HFH, for making me proud to be a Graduate of such a fine and Professional Institution.. So many years later and a few States away, I’m still proud to be an HFH RN Graduate. (Class of 1960)

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