What is a Patient Advocate?
The patient advocate ensures that patient and family issues and concerns are heard and addressed appropriately and immediately. She investigates 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 the patient advocate and patient/family demonstrates the commitment of Delnor to its patients and continues to nurture their trust and respect.
The patient advocate is a resource provided by Delnor Hospital for:
- Patients family
- Appropriate other(s)
This service is provided in all areas within Delnor Hospital. The patient advocate acts as a liaison or bridge between:
- Patient/family/appropriate other(s)
- Hospital staff and systems
The 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
- Waiting issues
- Scheduling problems
- Communications concerns
- Advanced directives
- Patient rights
- ER trauma
- Notary resources
- Billing issues related to care
- Emotional support
- Hearing impaired services
- Physician issues
- Treatment related issues
The patient advocate will gladly assist you:
- If you are experiencing difficulties during your hosital 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 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 complaints to the 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 the patient advocate when you:
- Don't know whom to ask for help
- Even if your request for assistance has been refused by others
How Can the Patient Advocate Help You?
You are welcome to contact the patient advocate to simply discuss your situation. This can be done by
- In writing, by letter or email
- In person at the patient's bedside
- In another private room provided in the facility or in the Patient Advocate's office
Upon meeting with you the patient advocate will offer suggestions about what can be done to address the 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 maintained. The focus is on the best interest of the patient.
The patient advocate can provide
- Information about hospital policies and procedures
- Information concerning the patient's rights and responsibilities
- A clinically independent forum for you to voice complaints/concerns
- An explanation as to how we will respond to your concerns or complaint
The patient advocate will:
- Act on your behalf to review complaints, concerns, inquiries, and needs, and
- Advocate for patient rights
- Promote good customer service
- Help faciliate quality patient care
Compliments or complaints can be made by meeting the patient advocate or by contacting them by mail, email 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 complaint/compliment.
To contact the patient advocate, please call (630) 208-4303. Voice mail is provided and all phone calls will be returned within 24 hours.
To contact the patient advocate by mail, please write to the address listed below:
Patient Advocate Office
300 Randall Road
Geneva, IL 60134
Patient Advocates are available seven days a week. Hours may vary.