Concierge Patient Advocate: Do you need one?
June 1, 2024
7 min read
By Dr. Steff
Surgeon. Humbled to serve.
Life is fast-paced, and it’s easy to get lost in the shuffle. However, you don’t expect that to happen in healthcare, esp. when hospitalized – oof!
Visiting the hospital can be frustrating for many individuals. Long wait times and feeling neglected by the healthcare workers assigned to you, for example, have led to poor patient experiences. Research has documented lengthening wait times in our ED’s 1, and even worse, once you are hospitalized, have you noticed that you might ring your call bell only to be helped a few hours later?
Although there are a variety of reasons for the struggles hospitals face in providing the optimal service that one expects, it is still a moment of disappointment when you’re at your worst and don’t get the best!
What can you do?
Reach out to the hospital’s PATIENT ADVOCATE. Yes, this individual (one of many on their team) helps communicate your frustrations to the appropriate staff to facilitate a more harmonious experience. Your life has been turned upside down, and indeed, it’s time to call for reinforcements to help navigate the system!
Despite having a hospital-assigned advocate, you may still feel lost...
What do members of the patient advocate team do?
Many things, but mainly, they voice your concerns to your nurse, social worker, and/or physician team. They may involve other departments based on your circumstances and needs.
Is there someone else who can help?
Try reaching out to your primary care physician’s (PCP) office. Sometimes your PCP might know your hospital team well enough to help streamline your care.
For those individuals who have a concierge physician, depending on your agreement with him or her, she may accompany you to the ED and stay by your bedside till a definitive healthcare plan is made and you’re settled.
Is there someone outside of the hospital that can help?
Typically no, but it would be ideal to hire someone (perhaps a concierge healthcare co-pilot) well-versed with the health industry to guide you. Even a friendly, caring face to tell you who to call and when to reach out can be a blessing during your time of need. They don’t necessarily have to be medically trained but have some healthcare background to know when, how, and with whom to have you communicate your frustration.
Good News
For those seeking help in the clinic setting, there are companies that can be hired to assist with various health related items that can range from appealing denied prior authorizations to submitting health insurance claims. The Alliance of Professional Health Advocates as well as the National Association of Healthcare Advocacy are great resources to find this kind of assistance.
Handy Websites for Patient Advocacy in the clinic (more so than the hospital) setting
- https://aphadvocates.org/ (Alliance of Professional Health Advocates)
- https://nahac.com/ (National Association of Healthcare Advocacy)