NYC Gazette

NYU Langone Health has introduced the "I’ll Walk with You" program, designed to enhance patient satisfaction and appointment efficiency by guiding patients to their appointments with volunteer assistance. This initiative seeks to improve how patients navigate healthcare facilities, focusing on personal interaction and support.

JohnRoss Rizzo, MD, health systems director of disability inclusion at NYU Langone, highlights the challenges faced by patients: “Some 80 to 90 percent of patients require some form of directional guidance when entering a large health system,” he notes. He further states that “40 to 50 percent end up getting lost,” which can lead to missed or late appointments and increased anxiety.

The volunteers in this program come from diverse backgrounds, including college students interested in medical careers and retirees who have previously received care at NYU Langone. Hala Abdullah, a volunteer from Queens, shares her motivation: “I wanted to experience the world and be useful. I was taught life doesn’t just depend on what you do in school, but rather how you apply those lessons to serve your community.”

Crystal Monique Moore views volunteering as a step toward a career in healthcare. She says it’s an opportunity “to learn about the organization and become familiar with its culture.” Her approach includes providing preview directions and maintaining a slower pace for patient comfort.

With over 3,000 patients already benefiting from this service, NYU Langone is measuring outcomes such as on-time arrivals and patient satisfaction. Plans are underway to expand the volunteer team to 105 members offering services daily from 8:00 AM to 8:00 PM.

The initiative underscores NYU Langone's commitment to human-centered care. As one grateful patient expressed after being offered guidance following a delayed flight: “Oh, thank God.” The program aims not only to guide patients physically but also provide reassurance through companionship during their hospital visits.