Published: February 02, 2008 09:18 pm      

Speaking Out

Patient advocates let voices be heard

PALESTINE — Because a patient’s stay in the hospital can sometimes be stressful, a few plainclothes volunteers have taken on the task of make their stay as easy as possible — and maybe even put a smile on their face in the process.

Palestine Regional Medical Center’s trio of patient advocates — Jane Davis, Harold Skidmore and Linda Landrum — make their way through the halls of the hospital each week to say hello and be a listening ear to patients and their families.

The Patient Advocate Program, part of the hospital’s Sunshine Guild volunteer organization, started seven years ago as a way to improve patient satisfaction.

Volunteer advocates are very carefully selected from those who have a desire to serve in that capacity.

“The patients have to feel comfortable with them,” said PRMC Market Director Lynn Scribner. “We have to have someone calm and collected, that will communicate with the patient and nurses without offending anyone.”

Jane Davis, a 40-year resident of Anderson County, has been with the program from its beginning seven years ago, visiting with patients three times a week.

“After retiring from the Texas Department of Health, I wanted to remain active and help others,” Davis said. “I’m not one to sit around and do nothing, and I wanted to give back to the community.

She soon joined the Sunshine Guild and started out as a volunteer in the gift shop. But that didn’t seem to be enough for Davis, who wanted to interact more with patients.

“I mentioned to then-hospital CEO Tim Adams that I wanted to work with patients more,” she explained, “and the hospital started the patient advocacy program.”

Three days each week, Davis visits with patients, asking patients and family members how they are doing and if there is anything they need or if they are having any problems.

“Sometimes the patient doesn’t want to bother the nurses with complaints so they will tell me something before they will tell them,” Davis said. “I want to make them comfortable and let them know they are cared for.”

If a complaint is made — even if it is something as small as inadequate pillows — Davis makes a record of the problem and lets the proper staff person know.

“If there is a problem, I usually find (Director of Med/Surg) Patsy Walker, Gail Jordan or Walter (the ER director),” Davis said. “The problem is usually taken care of immediately.”

When compliments are made by patients, Walker reported that those positive comments made about specific staff members are used to reward employees for their service.

“Those employees who have been complimented are given a ‘wow report,’” Walker said. “We put it in their file and I recognize them by mail as well.”

Walker and Scribner both agreed that the patient advocate program has been nothing but beneficial to the patients and the hospital.

“Advocates are a good communication tool among the patients, nurses and doctors,” Walker said. “They may not say to us what they say to the advocate, which allows us to be able to fix any problems before they even leave the hospital.”

“From a patient care perspective,” Scribner added, “the program gives the patient the opportunity to speak with someone else — someone who is not a hospital employee.

“It helps us learn directly from the patient how we can continue to improve.”

For the advocate, the benefits are two-fold, Davis said.

“I really enjoy visiting with patients and being able to help them,” she said. “I feel like when I enter the room they can know they are talking to someone who cares about them.

“I really enjoy what I do. It not only helps them, it makes me feel better about myself too.”

Those interested in the PRMC Patient Advocate Program may contact Scribner at 903-731-1128.

————

Mary Rainwater may be reached via e-mail at mrainwater@palestineherald.com