What is a Patient Advocate?
Why is a Patient Advocate Needed?
How Can the Patient Advocate Help You?
How To Contact the Patient Advocate
What is a Patient Advocate?
The Patient Advocate is a resource provided by River Valley
Health for
· patients
· their families, and
· appropriate other(s).
This service is provided throughout all facilities within
River Valley Health.
As part of our commitment to focus on
Patient Centred
Care, the Patient Advocate acts as a liaison or bridge between the
· patient/family/appropriate other(s), and
· hospital staff and systems.
The Patient Advocate is here to help you. At your request,
the Patient Advocate will become involved and focus on
· improving communication
· accessing information
· addressing concerns, and
· resolving difficulties.
The Patient Advocate will gladly assist you when you may
· be experiencing difficulties, or
· have questions or concerns about any aspect of care
or service.
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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
· blow-up at the staff
· feel intimidated and not say what you intended
to, or
· 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
· support
· encouragement, and
· assistance.
Contact the Patient Advocate when you
· don't know whom to ask for help, or
· even if your request for assistance has been
refused by others.
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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
· telephone
· in writing
· in person at the patient's bedside, or
· 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
· patient, or
· 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, and
· 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
· arrange a meeting if required to address your
concern with the relevant River Valley Health personnel and you.
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How To Contact the Patient
Advocate
Compliments or complaints can be made by meeting with the
Patient Advocate or by contacting her via mail, email or telephone. You do not
need to identify yourself, but if you do it will help to identify and correct
problems and will validate the complaint/compliment.
By Telephone:
In the Fredericton area: 1-506-447-4426
All other areas call toll-free: 1-866-864-3300
In Writing:
E-mail:
patient.advocate@rvh.nb.ca
Correspondence:
Attention - Kathleen Snow
Patient Advocate
River Valley Health
700 Priestman Street
P. O. Box 9000
Fredericton, NB E3B 5N5
In Person:
The Patient Advocate will provide personal service in all
River Valley Health hospitals and facilities to service patient needs. The
Patient Advocate's office is located at the Dr. Everett Chalmers Regional
Hospital on the 2nd floor in the Administration Suite.
Business Hours:
Monday - Friday, 8:30 a.m. - 4:30 p.m.