The Patient Relations Director is a resource for:
- Family members of patients
As part of our mission to provide quality health services to all, the Patient advocate acts as a liaison between:
- Patient/family/appropriate others
- Hospital staff and departments
- The Patient Relations Director will become involved and focus on concerns and forward suggestions in order to ensure optimal care for our patients and family members.
How can Patient Relations help the staff?
The Patient Relations Director is an appropriate resource for staff to utilize. In this role, patient relations can:
- Improve communication among the parties
- Access additional information to work toward an appropriate resolution
- Address concerns, and offer suggestions about what can be done to address the concern
- Resolve difficulties
Confidentiality is respected and maintained. Documentation will reflect the patient’s perception of their experience or concern.
What happens when Patient Relations is contacted?
This can be done by telephone, in writing, by letter or e-mail; in person at the patient’s bedside; in the Patient Relations office; or in a private area on the unit.
- The Patient Relations Director will contact the Nurse Manager and/or physician to alert them to the fact that there is a patient concern.
- The Patient Relations Director will offer suggestions along with the manager about what can be done to address the concern. It is always the optimal result if the staff on the unit is able to resolve the concern immediately.
- No further action will be taken unless the Patient Relations Director is requested to file a formal complaint by the patient or family member.
- At that point, it will be entered into the RL Solutions database and e-mailed to the appropriate supervisor.
Complaints and Grievances
A complaint is defined as occurring at the time of the incident and generally takes verbal form.
A grievance is a written complaint or verbal complaint that has not been resolved by the staff that is then present at the time it is initially made; or requires additional review for further action. A grievance may concern the patient’s care, abuse or neglect, issues related to the hospital’s compliance with the centers for Medicare and Medicaid Services (CMS), Hospital Conditions of participation (COP), or a Medicare beneficiary billing complaint.
Marianne Monek, director, Patient Relations, can be reached at 202-537-4267 or firstname.lastname@example.org