After many years of working in most clinical areas of the Thunder Bay Regional Health Sciences Centre, Terah and Victoria eagerly transitioned to the Patient Advocate role. They are both driven by a commitment to guide clinical decisions with respect for individual patient and family preferences, needs, and values. They focus on creating a caring environment and providing holistic care, continually enhancing their practice. By collaborating with patients, families, and all interdisciplinary teams, they strive to achieve the best outcomes while assisting their patients and families in navigating the health care system. They are dedicated to ensuring exceptional care for every patient, every time.
Background
Patient advocates at TBRHSC have a background in Nursing. They bring experience from nursing and health care administration, which equips them to understand the complexities of patient care in our region and to effectively communicate with health care providers, patients and families.
Role Description
The Patient Advocate acts as a liaison between patients, their families, and the health care team. They help navigate the health care system, address concerns, and ensure that patients’ voices are heard. Their goal is to enhance patient satisfaction and improve the overall patient experience.
Typical Day/Week
A typical day for a Patient Advocate may involve:
- Meeting with patients and families to discuss their concerns and needs
- Collaborating with health care teams to resolve issues and improve care
- Educating patients and families about their rights and available resources
- Assisting with the coordination of care and discharge planning
- Documenting patient interactions and follow-up actions
Throughout the week, the Advocate may attend departmental meetings, participate in quality improvement initiatives, and engage in ongoing training to stay current with best practices in patient advocacy.
Importance of the Role
The Patient Advocate’s role is vital in ensuring that patient care is patient- and family-centered. For example, if a patient is experiencing difficulty understanding their treatment plan, the Advocate can intervene to clarify information and facilitate communication between the patient and health care providers. This can lead to improved patient outcomes and higher satisfaction levels.
Example of Impact
A Patient Advocate successfully helped a family understand the complexities of their loved one’s diagnosis and treatment options, resulting in the patient feeling more comfortable and confident in their care plan. This intervention not only improved the patient’s experience but also enhanced the trust and communication between the family and health care team.
PFCC Core Concept Exemplification
This role exemplifies the Patient and Family Centered Care (PFCC) core concept of Dignity and Respect. By actively listening to and addressing patient and family concerns, the Patient Advocate ensures that their values, preferences, and needs are respected and integrated into the care plan.
Contact Information
Patient Advocate Office Phone: 807-684-6211
Email addresses: terah.white@tbh.net and Victoria.marks@tbh.net
Accessing the Resource
Staff can refer patients and families to the Patient Advocate by contacting the office directly via phone or email. Additionally, information about the Patient Advocate service is available on the TBRHSC website and through internal communications channels.