Sue Murphy, RN, BSN, MS, is the chief experience and innovation officer at the University of Chicago Medicine (UCM). As the leader of UCM’s Patient Experience and Engagement Program, Sue is a tireless champion for augmenting positive practices and supporting humanity and well-being for patients, families, and care team members. Like many experienced teams, Sue and her team had built a rounding program prior to COVID-19 in which leaders would check in on patients, solve immediate comfort needs, and gather feedback on care (including kudos for team members). At the onset of COVID-19 infection control protocols that precluded in-person rounds, Sue and her team pivoted to virtual, phone-based rounding. The team is creating connection and caring relationships that support recovery from the stress of a COVID-era hospitalization before the patient leaves the hospitals, and helping care team members know they are not alone in caring for patients.
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