Safety Reset: Help ensure that patients, families mask up
Patients typically experience some fear and anxiety when they come to a hospital, feelings that are only compounded during a pandemic. Their family/support persons may have their own fears and anxieties as they accompany their loved ones. During stressful situations, kindness, patience and respect are essential — with fellow staff and with patients and visitors alike.
Every day, employees are tasked with screening patients and visitors as they enter our facilities. At Hershey Medical Center alone, staff stop and screen some 400 to 600 patients and family members daily. It is inevitable that someone will enter without first donning a mask. Others may mask appropriately to gain access to our facilities but then remove their masks once inside.
Making sure that patients and their families/support persons follow our masking policies is an essential part of helping to prevent the spread of COVID in our hospitals, clinics and physician offices. And it is something that everyone can help promote and gently enforce. Any employee who encounters a patient or visitor not wearing a mask, or wearing one improperly, can address the situation directly with kindness and respect. Some staff, however, may be uncomfortable approaching patients, visitors or even fellow employees who are not adhering to safety protocols.
Suggested scripting, available on the Infonet, offers guidance on how to talk with patients, visitors and employees about the importance of wearing a mask at Penn State Health facilities. Simple acronyms—SEAT and HEART—can help in a variety of situations.
SEAT
- S (Say your name and role. Provide a friendly greeting and introduce yourself.)
- E (Explain/narrate care. “I noticed that you don’t have a mask today. I’m happy to get one for you.” Provide mask if needed.)
- A (Ask for questions. “Do you have any questions about wearing the mask properly, or is there anything I can help you with today?”)
- T (Thank)
HEART
- Hear (actively listen, use good eye contact and body language)
- Empathize (repeat the individual’s concerns/feelings back to them if possible. “I hear your concerns. I know wearing a mask can be [inconvenient, unpleasant, etc.], but we require them in our facilities as a defense against transmitting COVID-19, so I do need you to wear one today.”)
- Apologize (if individual continues to refuse. “I do apologize ― I will have to escort you out of the building if you won’t wear a mask.” Escort the individual to the appropriate entrance.)
- Respond (what will you do about the individual’s concerns. “With your permission, I will pass on your concerns to [our Patient Relations team, my leadership team] for consideration.”)
- Thank (“Thank you for sharing your concerns with me today.”)
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