From kidney care to Hospital-wide support: Patient Porter program expands
What began as a donor funded pilot project to support kidney health patients has grown into something even greater.
As part of the By Your Side Kidney Care Campaign, donors funded a two year pilot of the Patient Porter Program. The goal was simple: meet kidney health patients at the door and walk alongside them to and from appointments — easing stress, improving access, and caring for the whole person, not only the medical need.
For Stacey Tillmanns, RN, Manager of the In Centre Hemodialysis/Plasmapheresis Program, the need was clear from the beginning. When the program began, the new front entrance was still under development and navigating from the door to the dialysis unit had become increasingly difficult for patients.
“We have so many dialysis patients,” she says. “We needed to make the transition from the front door to the unit and back much easier.”
What the pilot showed was an incredible impact on both patients’ peace of mind and pocketbooks.
Before the pilot, some patients were paying as much as $1,000 a month out of pocket just to get from the hospital entrance to their appointment.
“Cabs or Access Transit wouldn’t take them up to the third floor,” Stacey said. “Getting from the front door to us often meant paying for a personal driver. That was a huge burden for patients and families.”
Thanks to the pilot Patient Porter Program, kidney health patients have been able to cancel or avoid costly private transportation, collectively saving approximately $30,000 each month, or an estimated $360,000 every year.
While the financial savings are significant, it is impossible to place a dollar value on the peace of mind patients and their loved ones experience when a friendly face is waiting to greet them at the door.
“There was a very quick and noticeable difference,” Stacey said. “I saw patients relax. Before the program, there was so much panic at the end of treatment about getting down in time to catch their ride. That really subsided. There was someone responsible for getting them where they needed to be.”
From pilot to hospital wide support
Because of its success, the pilot Patient Porter Program is now expanding beyond kidney health patients to a new Front Entry Attendant model.
“The front entry porter team is already making a meaningful difference in the daily life of the Hospital,” says Bonnie Marwood, Front Entry Lead & Community Liaison.
With additional PPE training and N95 mask fitting, the porter team is prepared to assist in a broader range of settings, strengthening patient transport services across the site.
But Bonnie emphasizes that their impact extends far beyond transportation.
“As some of the first staff members patients and visitors encounter, the porter team helps create a warm, welcoming, and reassuring first impression,” she says. “They assist with wayfinding, offer support, and help put patients at ease during what can often be a stressful time.”
Porters also play an important role in overseeing the front entrance and public washroom areas, acting as an extra set of eyes and ears to help maintain a safe, respectful, and well managed environment.
“Together with the addition of new hospitality Wayfinder volunteers, the porter team is helping shape a front entry that reflects the compassion, safety, and service excellence of St. Paul’s Hospital,” Bonnie adds.
Your gifts in action
Thanks to donor support of the pilot program, now all patients with pre-scheduled appointments can access extra help at the Hospital doors.
This is your gifts in action.
Donor generosity made it possible to test a new approach, measure its impact, and respond thoughtfully. When the results were clear, the Hospital carried the program forward, extending its reach so more patients can benefit.
The program reflects what it means to care for body, mind, and spirit. Together, we are building a community of health, hope, and compassion for all. And together — for good — we continue to ensure that every step through our doors is supported with dignity.