Ensuring Peace of Mind: 7 Elements All Lost Belongings Policies Should Include

By Gabriel Bolivar, Maui Health and Hope Ursy, Wellstar MCG Health
On behalf of the Lost Belongings Workgroup of the Patient Advocacy Community

This PX blog is the first of a series to build on the content from “Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals,” a handbook for those managing patient belongings in hospitals. While the handbook is informative in its own right, the blog series will further illustrate best practices, making the concepts more relatable and actionable. We hope the success stories and challenges shared will ensure management of patient belongings is elevated in priority and focus. 

Imagine the distress of an elderly patient, Jane, who was admitted to the hospital for a routine procedure. Jane had brought with her a treasured family heirloom: a necklace with value that had been passed down through generations. Unfortunately, the necklace went missing during her hospital stay, causing sorrow for Jane not only because of the physical loss, but also due to its emotional significance and irreplaceable worth. The outdated policy on lost belongings at the hospital only worsened the situation, leaving Jane and her family feeling distressed and powerless.

It is vital to review and update hospital policies concerning lost belongings for several reasons. First, this practice ensures that procedures align with practices and advancements in technology, offering clear instructions for staff members to adhere to. This helps reduce the chances of patients’ personal items being misplaced or lost. Additionally, it showcases the hospital’s dedication to patient well-being and respect for their possessions, thereby fostering trust and confidence among patients and their loved ones. Lastly, it provides comfort for staff who are responsible for handling patient belongings, should a patient require safeguarding of their valuables. 

Effective policies on patient belongings must include the following elements:

1. Admission Documentation: Hospitals should maintain records of patients’ personal belongings upon admission, including descriptions along with photographs when feasible.
2. Designation of Secure Holding Areas: Ensure that valuable items are kept securely in designated areas, with access limited to authorized personnel.
3. Staff Education: Conduct training sessions for staff to emphasize the importance of handling patient belongings with care and educate them on the steps to follow if an item goes missing.
4. Communication Processes: Establish communication protocols to promptly respond to and investigate reports of lost belongings.
5. Identification of Tracking Systems: Utilize technology such as tracking systems or Radio Frequency Identification (RFID) tags for high-value items to minimize the risk of loss.
6. Process for Soiled Belongings: Establish protocols for handling and isolating soiled belongings to ensure proper infection control and hygiene.
7. Established Timelines: Ensure there is a process for donation or disposal of unclaimed belongings after a certain period.

Addressing the issue of lost belongings can greatly benefit patients and their families. Knowing that personal items are secure can help alleviate stress for patients during a hospital stay. For families, it eases worries about their loved ones’ possessions, allowing them to focus on the patient’s well-being.

From a strategic standpoint, implementing a policy on lost belongings can enhance the hospital’s reputation, foster trust among stakeholders, and potentially mitigate legal risks. On the contrary, neglecting this issue may result in negative publicity, decreased satisfaction, and potential legal consequences, all of which could be detrimental to the hospital financially and in terms of its standing within the community.

Taking all of this into account, it is essential for hospitals to regularly review and update their policies regarding lost belongings to enhance the experience for patients and their families. By establishing protocols, providing training for staff, and leveraging technology, hospitals can ensure the safety of patients’ personal items, offering reassurance throughout their hospital stay. This proactive approach not only benefits patients and their families, but also demonstrates the hospital’s dedication to delivering exceptional care and operational efficiency.

Effectively communicating these policies to patients and their families further reinforces this commitment. When patients are informed about the measures in place for their belongings, they feel appreciated and valued, an important aspect in healthcare environments. By following industry standards and best practices, hospitals can continuously enhance the management of possessions, creating a more reliable healthcare setting.

About the Authors

Gabriel A. Bolivar, MSHA, CPXP
Regional Manager, Care Experience
Gabriel has 20 years of consumer experience design and is passionate about staff development and relationship building. As the Regional Manager of Care Experience at Maui Health, a Kaiser Permanente Affiliation, he is responsible for developing, leading, and implementing improvement strategies that positively impact the patient, family, and employee experience across the system. Gabriel holds a Master of Science in Health Care Administration from California State University Northridge, where he serves as guest lecturer and is a Council Member on the Planetree Global Patient and Family Partner Council.

Hope Usry
Hope is the Manager of Patient Advocate Services at Wellstar MCG Health (formerly AU Health). She is part of a process improvement team working with property department leaders responsible for the management of patient belongings. As a result of a patient belongings process improvement project at Wellstar, policy changes were made to better serve patients and their families as well as team members responsible for handling patient property.