What is a Patient Advocate?
A patient advocate works to hear and address patient and family issues and concerns appropriately. A patient advocate researches and follows-up with hospital staff to facilitate the resolution of issues and concerns for the purpose of maximizing patient satisfaction. The two-way communication between a patient advocate and patient/family demonstrates the commitment of Texas Health Harris Methodist Hospital Hurst-Euless-Bedford to its patients and continues to nurture their trust and respect.
A patient advocate is a resource provided by the hospital for:
- Patients' family
- Appropriate other(s)
A patient advocate acts as a liaison or bridge between:
- Patient/family/appropriate other(s)
- Hospital staff and systems
A patient advocate is here to help you. At your request, a patient advocate will become involved and focus on:
- Improving communication
- Accessing information
- Addressing concerns
- Resolving difficulties
- Scheduling problems
- Advanced directives
- Patient rights
- Notary resources
- Emotional support
- Hearing impaired services
A patient advocate will gladly assist you:
- If you are experiencing difficulties during your hospital stay or visit
- Have questions or concerns about any aspect of care or service
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 health care providers caring for the patient 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 be fearful of repercussions if you complain and may be afraid of being labeled as a complainer.
Bringing requests, concerns or complaints to a patient advocate is not viewed as complaining or making waves. It is viewed as appropriately using a resource that is in place to provide:
Contact a patient advocate when you:
- Don't know whom to ask for help;
- Are experiencing difficulties during your hospital stay or visit; or
- Have questions or concerns about any aspect of care or service.
How Can a Patient Advocate Help You?
You are welcome to contact a patient advocate to simply discuss your situation. This can be done by:
- In writing, by letter or e-mail
- In person, at the patient's bedside
- In another private room inside the hospital or in the patient advocate's office
Upon meeting with you, a patient advocate will offer suggestions about what can be done to address your concern. No further action will be taken unless the patient advocate is requested to act by the:
- Family/other(s) on the patient's behalf (if the patient is unable to make the request)
Confidentiality is highly respected and well maintained. The focus is on the best interest of the patient. A patient advocate can provide:
- Information about hospital policies and procedures
- Information concerning the patient's rights and responsibilities
- A forum that is removed from the clinical care setting in which you may voice complaints/concerns
- An explanation as to how we will respond to your complaints/concerns
A patient advocate will:
- Act on your behalf to review complaints, concerns, inquiries and needs
- Advocate for patient rights
- Promote good customer service
- Help facilitate quality patient care
Compliments or complaints may be made by meeting the patient advocate or by contacting them by mail, e-mail or by 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 complaint.
To contact a patient advocate at Texas Health HEB, please call 817-848-4456. Voicemail is provided and all phone calls will be returned within 24 hours.
To contact a Texas Health HEB patient advocate by mail, please write to:
Texas Health Harris Methodist Hospital Hurst-Euless-Bedford
Attn: Patient Advocate Office
1600 Hospital Parkway
Bedford, TX 76022
A Texas Health HEB patient advocate is available during regular business hours. Hours may vary.