Ridge Rivera has always dreamed of working in healthcare. So when he heard about an opportunity at Children’s Healthcare of Atlanta to learn from those providing best-in-class pediatric care, he jumped at the chance. He wanted to make an impact on the lives of others and becoming a patient safety supporter was his chance to do just that.

“I was excited to learn more about working in a hospital, while making a difference for kids and teens,” Ridge says.

As a patient safety supporter at Children’s, Ridge provides support for kids and teens who are medically unstable or hospitalized due to mental health conditions that require around-the-clock supervision. He is responsible for maintaining a safe environment for his patients—helping with everything from linen changes and getting meals to lending a listening ear and providing company.

“The patient safety supporter role is important because it frees up our nurses and other clinical staff to focus on providing medical care,” Ridge explains. “Without a supporter, a nurse or tech would have to be with these patients 24/7.”

Asked what qualities he feels are most important in this role, Ridge responds: “empathy and patience.”

“Being slow to anger and pass judgement helps me see things from an unbiased perspective and treat patients with compassion.”

A Typical Day: Patient Safety Supporter

4:20 a.m. At the exact moment Ridge’s alarm goes off, his coffee maker starts brewing, signaling the start to his day. His morning begins slowly, with a hot cup of caffeine and daily Bible study. Then, it’s time to call the assignment line to see which of our three hospitals and what unit he will report to for his shift. Because he is part of the float team, he may report to different hospitals each shift depending on the need. Today, he’s headed to Children's Egleston Hospital. “Being part of the float team gives you a lot of variety, so it’s a great experience,” says Ridge.

6:15 a.m. After arriving for his 12-hour shift, Ridge’s first task is to find the charge nurse for his designated floor to learn which patient he’ll be responsible for. Then, he meets with the night-shift safety supporter working with that patient and listens as he gives a report of what happened during his watch. Ridge is given an overview of the patient’s case and is informed of any special considerations, such as the need to monitor for an eating disorder or self-harm behaviors.

7:00 a.m. It’s early and his patient is still asleep. So, Ridge uses the quiet time to prepare for the shift. First, he signs in to Children’s hospital-based calling and texting system so he can easily keep in touch with the patient’s care team. Next, Ridge notes the transfer of care from the night-shift supporter to himself in our electronic health record system. To ensure all activities are tracked, Ridge uses the system to chart his time with patients in 15-minute intervals throughout the day.

8:00 a.m. It’s breakfast time, and Ridge’s patient is now awake. Ridge introduces himself, helps her get more comfortable and retrieves her breakfast. While she eats, the two find a TV program to watch and strike up a conversation. “I usually start by feeling out what their mood is,” Ridge says. “Then, I take the time to get to know their hobbies and interests so I can find ways to relate and connect.”

Connecting with patients isn’t always easy, he adds. “Sometimes we can jump straight into conversation and develop a rapport that can help dictate the 12 hours we are together. But when patients are guarded, I try to just be there for them. The main struggle is when they are more violent. Navigating that is challenging, but I love psychology and helping break down walls and have them feel comfortable enough to let their guard down.”

10:00 a.m. After TV time and conversation, Ridge discovers his patient loves art. He requests some art supplies from the nursing staff, and they spend the next hour being creative. “I love expressing myself through painting and drawing, and I often find my patients do, too,” Ridge says. “Many times, my patients have been under supervision for several days while awaiting transfer elsewhere. My goal is always to be a light and find ways to bring them joy.”

11:00 a.m. Throughout the day, various clinical teams come by to check on the patient during their rounds. This morning, the psychology team is due for a visit. With the patient’s permission, Ridge is invited to remain in the room to offer his support while they talk. “Sometimes, patients find it comforting to have a familiar face in the room,” he says.

“It’s gratifying to know I’ve been able to encourage someone having a hard time and brighten up their day a bit.”

2:00 p.m. After lunch, Ridge requests a wheelchair and takes his patient on an excursion. Since the weather is nice, they stroll through the Egleston Garden before returning to her room for a game of cards. Later, Ridge fits in some reading while his patient rests.

6:45 p.m. Ridge’s shift is almost over. But first, he updates the night-shift supporter on the day’s happenings. “Sometimes it only takes that short shift to connect with a patient,” says Ridge. “It’s gratifying to know I’ve been able to encourage someone having a hard time and brighten up their day a bit.”

7:15 p.m. Ridge heads home, listening to the radio to decompress during his drive. After dinner, Ridge watches a few episodes of his favorite drama. Then, he heads to bed early, preparing for another day of providing support and comfort to the patients at Children’s.

For Ridge, the role of patient safety supporter at Children’s was a great introduction into pediatric healthcare. His interactions with our patients inspired him to continue on this career path. And Children’s has offered him support every step of the way to help him achieve his career goals.

While working as a patient supporter, Ridge was able to complete his Emergency Medical Technician (EMT) certification, and Children’s helped him use his training to transition into a new position as an Emergency Department Technician at Children's Scottish Rite Hospital. However, his ultimate goal is to become a paramedic.

“I am finishing my Advanced EMT training, and will become an AEMT,” he says. “Then I will begin paramedic school at Grady EMS Academy.”

Ridge credits Children’s for giving him the chance to experience what it’s like to work in healthcare, helping him realize the joys of working with kids, and for supporting him in achieving his career goals.

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