Pottstown Hospital outlined its approach to patient care on Mar. 24, emphasizing the importance of every staff member in supporting patients throughout their hospital experience.
The hospital says that every encounter matters in shaping how people perceive healthcare, and that all employees are considered caregivers regardless of their specific roles. This focus aims to ensure patients feel seen, heard, and supported from arrival through discharge.
According to Dr. Ana Davitt, Chief Medical Officer at Pottstown Hospital and Phoenixville Hospital, “We strive to treat patients like family and live by one principle: everyone here is a caregiver.” She said the hospital is not only focused on treatments or tests but also on how people are treated at every stage of their visit.
Recent efforts include ongoing physician recruitment in specialties such as orthopedics, general surgery, ear nose and throat (ENT), and breast surgery. The hospital reports that its patient satisfaction scores show continued success, with 87 percent of surveyed patients saying they would highly recommend Pottstown Hospital.
Hospital leaders have been rounding on floors to gather feedback directly from patients at the bedside. The “No Pass Zone” initiative has also been re-energized so employees stop to help anyone in need—regardless of job title. In addition, a new “3 Things About Me” program for inpatients helps care teams connect with each person beyond their diagnosis by learning about personal interests or preferences.
The Patient-Family Advisory Council (PFAC), formerly known as the Community Advisory Board, has expanded to include more community members who provide feedback guiding service delivery. Davitt said these efforts help build trust with the community: “It is about knowing that when you or a loved one comes through our doors, someone is paying attention…and ready to help.” She concluded by sharing positive feedback from a recent emergency department patient who praised all staff for enabling him “to rest, heal, and relax,” adding he was truly grateful for everything done during his stay.
