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Pointing the way: Enabling better care for people with disabilities

Patients and visitors with disabilities can expect an extra measure of welcome and support when visiting UPMC hospitals and emergency departments.     

New signs, prominently posted in hospital lobbies and emergency departments, read, “If you need assistance, please let us help.” The signs, which include Braille lettering and have universal disability symbols, will point the way for people with disabilities, their families, and caregivers to staff who can help them access the accommodations and services they need.

These new signs are part of a systemwide initiative to increase awareness and service to people with disabilities. Since March of 2008, the UPMC Disabilities Resource Center, led by Susan Schaeffer, PhD, has worked in collaboration with hospital administration, community agencies, and disability-focused organizations to increase disability awareness among staff and volunteers. 

“Our goal is to increase and positively impact the communication, awareness, and quality of services an individual receives at UPMC,” says Dr. Schaeffer. “Many times, a person with disabilities comes into the hospital, unsure of whom to speak to about access.” The sign, and a new resource pamphlet available at the information desk, will provide information to staff and volunteers about communication, equipment, regulations, and mandates that support accommodations for individuals with disabilities.

To raise disability awareness, staff receive live and Web-based training through uLearn, which emphasizes the use of person-first language and an inclusive, client-centered approach to health care for those with disabilities.

UPMC continues to develop a better understanding of the unique needs of people with disabilities, and of ways to improve their health care experience. The goal is to ensure the most welcoming experience, and to contribute to the best possible outcome for every patient across the spectrum of ability. 

“This is part of our systemwide effort to provide excellent support to those with disabilities, to complement the excellent health care they come here to access,” says Dr. Schaeffer.