Opportunity

Hospitalized patients often share wishes or preferences that are not directly related to their medical care but that carry personal significance – desires they are unable to fulfill themselves because of their hospitalization. They may mention, for example, craving a favorite food, enjoying a tabletop activity or hobby to help pass the time, needing a small personal item, or missing a celebration. Empathetic staff at Penn Medicine have been known to make gestures, of their own accord and at their own expense, to help connect hospital patients with what matters to them, granting patients a measure of comfort or joy during what is often a challenging experience. 

Intervention

In 2023, we partnered with Penn Medicine neurology residents to launch PennHOPES, a program that encourages hospital employees to perform personalized acts of kindness toward patients by alleviating the financial cost of making them. PennHOPES reimburses staff for purchases of up to $50 per patient that provide a patient-specific pick-me-up and fulfill established criteria. The program is currently available for patients admitted to Penn Medicine's Philadelphia hospitals – with a preference for individuals with extended stays – and the gestures cannot disrupt the patient’s medical plan (such as a prescribed diet).

Any member of an eligible patient's care team may submit a brief proposal. Requests are reviewed by a committee of medical staff and residents, and submitters are notified about approval within a few hours. 

Impact

More than 50 PennHOPES requested were fulfilled in the first seven months of the program. Acts of kindness were initiated by employees including resident physicians, social workers, nurses, and physician assistants. A few examples: 

• Slippers to help an oncology patient experiencing foot pain 
• Cookies to celebrate with a patient missing a milestone birthday 
• A back scratcher to allow a stroke patient to reach an itch 
• Laundry service to provide a patient with clean clothing 
• A craft kit special to a patient to help pass the time

Penn Medicine employees and PSOM students may read select PennHOPES stories on SharePoint. 

As relayed by participating staff, PennHOPES gestures have been warmly received, with patients expressing gratitude and delight. Staff, too, have reported positive feelings after performing or witnessing PennHOPES acts, including feeling more connected to their profession and colleagues.

Initially launched at the Hospital of the University of Pennsylvania, the program expanded in July 2024 to include inpatient care teams at Pennsylvania Hospital and Penn Presbyterian Medical Center.