What is a Patient Advocate?
A patient advocate is someone who facilitates communication of concerns and compliments regarding patients, their families and their caregivers. Should you have a concern, the patient advocate investigates and follows-up with hospital staff to facilitate resolution. The goal of patient advocacy is to provide you and your family with the best possible experience during the hospital stay.
A patient advocate is a resource provided by the hospital for:
- Patients' families
A patient advocate acts as a liaison or bridge between:
- Patient/family/appropriate other(s)
- Hospital staff, physicians and other facilities
A patient advocate is here to help you. At your request, the patient advocate will become involved and focused on:
- Improving communication
- Accessing information
- Addressing concerns
- Resolving difficulties
- Wait issues
- Scheduling problems
- Communications concerns
- Advanced directives
- Patient rights
- Billing issues related to care
- Emotional support
- Hearing impaired services
- Physician issues
- Treatment related issues
A patient advocate will gladly assist you:
- If you are experiencing difficulties during your hospital stay or visit
- Have concerns or compliments following your stay
- Have questions or concerns about any aspect of care or service not addressed by your caregiver
Why is a Patient Advocate Needed?
Hospitalization and illness can be very stressful and disruptive for the patient/family/other(s). There are occasions when you may need someone other than the hospital staff to speak for you. It is normal for you to experience emotions that may make it difficult for you to express your needs and concerns.
You may fear that you might:
- Break down and cry
- Lose your temper with a hospital staff member
- Feel intimidated and not say what you intended to
- Be labeled as difficult
You may have concerns that are never communicated. You may be fearful of repercussions if you complain and may be afraid of being labeled as a complainer.
Bringing requests, concerns or compliments to the patient advocate is not viewed as complaining or making waves. It is viewed as an opportunity to provide:
Contact a patient advocate when:
- You don't know whom to ask for help
- Your request for assistance has been refused by others
How Can a Patient Advocate Help You?
You are welcome to contact the patient advocate to simply discuss your situation, even after normal business hours and on holidays. This can be done:
- By telephone: 817-250-2154
- In writing, by letter or e-mail
- In person, at the patient's bedside
- In another private room provided in the facility or in the patient advocate's office: Professional Office Building, ground floor
Upon meeting with you, a patient advocate will offer suggestions about what can be done to address your concern. Confidentiality is highly respected and well maintained. The focus is on the best interest and safety of the patient. A patient advocate can provide:
- Information about hospital policies and procedures
- Information concerning the patient's rights and responsibilities
- An independent forum for you to voice compliments/concerns
- An explanation as to how we will respond to your compliments/concerns
A patient advocate will:
- Act on your behalf to review compliments, concerns, inquiries and needs
- Advocate for patient rights
- Promote excellence in customer service
- Help facilitate quality and safety issues
Compliments or concerns may be made by meeting the patient advocate or by contacting them by mail, e-mail or phone. You do not need to identify yourself, but if you do, it will help to identify and correct problems and validate the compliment or compliment.
To contact the patient advocate department, please call 817-250-2154. Voicemail is provided and all phone calls will be returned within 24 hours. In Spanish, call 817-250-2147.
To contact the patient advocate by mail, please write to:
Patient Advocate Office
1325 Pennsylvania Ave.
Professional Office Building, Suite D
Fort Worth, TX 76104
Patient advocates are available 24 hours a day, seven days a week