A true patient advocate to the Rescue!

A true patient advocate

to the Rescue!

You’re in the hospital, an unpleasant situation to begin with, and you’re in a typical hospital bed otherwise known as a twenty first century torture rack. The nasal/gastric tube coming out of your nose leads to a suction device permanently attached to the wall. The tube in your arm leads to a bag on a hook at the top of a pole parked by your bed. You are, for all intents and purposes, a prisoner…and you need to go to the bath room!

You opt for pushing the button with a picture of a nurse on it. You’ve been told this will elicit an immediate response. Six pushes and thirty minutes later a very angry voice comes on the intercom. “Yes, what do you want”.  What do I want? I am a prisoner in this bed with tubes coming out of me, I have to go to the bathroom so bad I am about to explode and your in a grumpy mood? Help!

This scenario is all too real and happens all too often. Why? This situation stems from one of two probable reasons. This individual must feel very secure in their position to take the chance of being overheard by someone who matters. Most likely this person is the “favorite” of the Charge Nurse or someone equally endowed with rank. The second possible reason is that no one ever follows up on this employee’s performance.

So what is a patient to do?

Enter the true patient advocate!!

The true patient advocate will stroll down to the nurse’s station and ask to speak with the Charge Nurse. Having secured an appropriate place for a private conversation the incident will be related and a rectification sought in the most positive of terms. Remaining calm and positive the advocate will negotiate follow up and maintenance to insure the scenario is not repeated.

For those who are true patient advocates or you would like to help out, here are the preferred steps to success when addressing any issue for your patient.

1. Be positive and easy going at all times. Use a pleasant tone of voice.
2. Introduce your self; if she introduces her self be pleased to meet her.
3. Clearly state the issue in non inflammatory terms, be concerned not angry.
4. When the Charge Nurse explains her side, listen without interruption
5. Ask appropriate questions to insure understanding on both your parts
6. State the solution you would expect for the patient
7. Be willing to negotiate with in reason. Failure to act and follow up is not a solution.
8. When a solution is reached repeat it to be sure you both understand
9. Ask for follow up and maintenance to insure no reoccurrence (due diligence)
10. Repeat the terms for clarity, and let her know you will check back.
11. Thank her for her time and help.

There you have it, a simple, polite negotiation that result in better care, treatment and respect for the patient. No need to name names, point fingers or start a war. Just address the issue and resolve to obtain results.

Warning—

There will be medical professionals whose egos will not allow them to discuss the situation calmly and rationally. This will call for stepping up your game. We will cover that in future blogs.

Until then,

Take care

Pastor Tom