An unsung hero in the patient discharge plan
Lisa Carrington is a dedicated health care professional who has spent the last three years as a patient flow coordinator at Markham Stouffville Hospital. In this role, she is responsible for ensuring patients receive extraordinary care and that hospital resources are used efficiently and effectively to ensure a safe and successful discharge back to the community.
With over a decade of experience in discharge planning, Lisa is highly skilled in coordinating the transition of patients from the hospital to home or other care facilities. Her expertise in discharge planning allows her to manage patient discharges in a timely and compassionate manner, while also working closely with health care teams to ensure patients’ post-hospital needs are met.
In her role, it’s Lisa’s job to ensure patients can transition smoothly out of the hospital and into the care they need. She reviews patient charts, ensuring that everything is in order for discharge, and speaks with families to ease their concerns and explains the next steps. As well, she coordinates with external supports and providers to ensure equipment, services, and more are in place.
It’s a delicate balance of compassion and efficiency, making tough times a little easier for all.
“It really means being a super hero of sorts sometimes,” says Lisa. “For me, as a social worker by background, I have seen a lot in the community and understand how things really translate outside of the institution, which makes it that much easier for me to connect with everyone.
“It makes me happy sometimes when I receive follow up calls of relief and thanks from patients and their families because it just reminds me that I am doing my best at being client-centred.”
Problem-solving is a big part of the job. Whether it’s coordinating services for a patient or de-escalating a situation with a frustrated family member, it’s Lisa’s job to find a solution and keep things moving.
“Some days are harder than others. There have been many moments this year where I’ve had to comfort families through grief or help them navigate a difficult reality. It never gets easier, but it also reinforces why I do what I do.”
For Lisa, helping and connecting with people is what she enjoys most. Being a patient flow coordinator can be incredibly rewarding, especially in the moments when families share their gratitude for her help in difficult times, for answering their questions, and for being a calm presence in the chaos.
“It reminds me that I have come full circle back around to be like the people that once helped me. I am a childhood cancer survivor and was diagnosed with cancer at the age of six, and grew up at SickKids/in the health care system. I remember everything about my experience as a child; having chemotherapy and radiation, and being hospitalized, and the trauma that comes from being in hospital.
“So, I really enjoy connecting with patients and families, helping answer questions or clarifying information, being a calm in the storm, and helping people understand leaving the hospital is a good thing—that’s what keeps me going.”
To ensure a smooth transition and support recovery, we have adopted the Home First approach, helping patients recover at home after a hospital stay. This approach ensures necessary resources and home support services are in place, reconnecting patients with their families and social networks for continued care.
With a new year officially here, Lisa is looking forward to 2025 being a year of growth and improvement for herself and those in her care, while also remaining mindful of the value of taking time to relax and recharge.
“After a long day, I try to unwind. I write, paint, or take long walks to clear my head. I enjoy spending time with friends and a little bit of shopping therapy. I also never underestimate the power of a good night’s sleep. And, when I can, I go on vacation at least once a year to recharge.”
Lisa also share’s advice with her colleagues: “Slow down and enjoy today. Life is short, and tomorrow isn’t guaranteed. Aim to try something outside of your boundaries or norm this year. Expand your mind and heart. Just live and try to be happy while you have your full capabilities and capacities.”
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