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Patient Advocacy Community

A critical role providing support for patients and their families.  

Patient advocates bring knowledge to healthcare; they bring information, they bring comfort and understanding, they tackle tough issues, some painful, and work to resolve opportunities that elevate joy and hope. Below are just some of the resources available to assist patient advocates in their role. 

Click here to join the patient advocacy community, receive patient advocacy newsletters and gain access to patient advocacy PX Connect. 

Patient Advocate Resources
November 17, 12-1 PM ET
Webinar: Want to Work in Partnership with Patients? How to Co-produce Improvements with Patients.
Starting from what matters to patients and co-producing how you how plan, design and implement your quality improvements in partnership with the people who use your services can transform your work. In this webinar, coproduced with a patient advocacy perspective, you will gain an insight into the Always Events® methodology which enables the co-design and consistent implementation of improvements that address what matters most to patients. > Learn More

Patient Advocates: Expanding the Landscape of Patient and Family Support

Through the voices of patient advocate contributors, this white paper explores the important role that patient advocates, both organization-based and independent, play in supporting patients and caregivers.


Patient Advocate: A Critical Role in Patient Experience

The objectives of this study were 1) to determine whether patient navigation in DAPs is associated with a better patient experience and 2) to examine whether patient navigation in DAPs modifies the effect of wait times and patient volumes on patient experience.  

Complaint Management: A Rapid Team Response

This is an approach designed and implemented to respond to complex service recovery and complaint issues that brings expert input directly to the bedside. This flexible team approach supports nursing staff and unit managers to find answers to multidisciplinary problems in less time and with greater satisfaction to the patient and/or staff in order to clarify or enhance a plan of care.


Complaints and Grievances

Everyday, Patient Advocates are faced with many challenges. They receive grievances, complaints and concerns from patients, their families and others. It is the Advocate's duty to manage difficult situations and help resolve complicated issues, with appropriate departments across the facility, to mitigate risk and improve the overall patient experience. In this presentation, the presenters will walk through a guided review of the grievance process.


Debunking Common Myths about Service Recovery

Even with great service, occasionally customer expectations are not met. True service excellence comes when a negative customer experience is empathetically addressed and turned into a positive one. This concept is at the heart of true service recovery. Frequently, healthcare providers skim the surface of true service recovery by offering a token to an angry customer. While their intention may be a sincere, the effect is often perfunctory. This session will debunk this and other common myths about service recovery, including: 1.) It’s only for the patient. 2.) It costs too much money. 3.) It should be handled centrally. 4.) It’s hard for frontline staff to learn. and 5.) It takes too much time. In addition to debunking these common myths, this session will outline the steps necessary to develop and implement a robust service recovery program including a strong infrastructure, critical skill-building for leaders and staff and a solid sustaining plan.


Disruptive Behaviors

As healthcare professionals, we frequently encounter patients and families under the most stressful and vulnerable of circumstances. Unfortunately, in today’s environment, we are seeing an increase in demanding, abusive, and at times threatening behaviors from patients and families. This presentation will walk through a best practice which demonstrates an effective protocol for managing disruptive behavior among patients and families.


Employee Engagement: We are ALL Patient Advocates!

Attend this webinar to learn strategies to transform your organization’s culture by inspiring all caregivers to think beyond their job titles and embrace their role as patient advocates. Carol will share real-life experiences regarding her role as a patient advocate as well as specific takeaways to maximize employee engagement within your organization.


Grievance Letter Writing for Healthcare Consumer Advocates

A well-written response to any patient concern is invaluable in providing final closure and conveying compassion when things don’t go as planned. In this webinar, participants will learn practical tools, tips and guidelines to use when constructing a grievance letter. In addition, the presenter will provide a historical and legal overview helpful to all healthcare consumer advocates.


Improving the Patient Experience: How Utilizing lessons Learned from Patient Grievances Aligns with Patient Experience Goal Setting, Training and Operations

Historically, patient concerns were relegated to staff to whom no one wanted to listen; after all, these complaints were certainly anecdotal and not representative of the culture of service and high quality care at the hospital!

However, with the growing expectation of patient and family centered care as well as the increased attention and new focus on the financial and reputational impact of patient experience, there is now increased recognition of the benefit of using individual patient concerns and clustering them into real time patterns and trends.


Managing Patient Grievances

Participants will be able to recognize the difference between a complaint and a grievance, create an appropriate grievance committee to review and follow-up on the issue, as well as develop an appropriate letter of resolution, incorporating each element required by CMS.


Patient Navigation: A Program to Enhance the Patient Experience and Impact the Bottom Line

This presentation will focus on the growing field of patient navigation and the critical impact on healthcare organizations. The impact to the patient experience will be explored, as well as a demonstration of the positive ROI. The presentation will also outline how navigation fulfills the new Commission on Cancer’s standards. The value of patient navigation to provider organizations, payer organizations and to the community will be demonstrated. By the end, the participants will understand the history of patient navigation, including its origin and components.


Practicing with Kindness, Compassion and Firmness: Setting Appropriate Boundaries with Patients and Families

This session will aid participants in recognizing behaviors that can lead to discontentment among patient's, families and colleagues as well as enable them to summarize how to effectively balance the principles of boundaries and limit setting. Included will be discussion of situations that have been experienced to practice limit setting skills in their own environments and define the importance of structure and consistent teamwork in handling these complex situations.


Service Recovery

How we respond to unhappy customers can make or break a hospital's customer relationship. Service Recovery is the opportunity to "turn around” and acknowledge the customer’s feelings. Deb Putez and Vicki Tiller discuss service recovery and things you can do to salvage the relationship and make things right.


PX Connect is an online community that allows members to network and collaborate with other patient advocates. It is a forum for exchanging ideas and resource sharing. 

Passion for Service Recovery

Carol Santalucia, Vice President, and Toya Gorley, Director, Client Services, CHAMPS Patient Experience, discuss three components to a service recovery program. How we handle and approach service recovery really shapes the patients perception of our organization, our employees and their overall experience.


Service Recovery and Apology: Getting it Right

Andrew Gallan, Assistant Professor at DePaul University, shares a theory-tested strategy to help you think about how your organization structures its service recovery strategy, and what elements it might be missing. Gallan describes three elements of the theory and offers steps for organizations to formulate an effective service recovery strategy to drive patient experience improvement.


Setting Boundaries with Patients and Families

Kim Pedersen, Administrative Director, Patient Relations, Marianjoy Rehabilitation Hospital, shares tactics to ensure clinical staff has the skills to provide an exceptional patient experience with respectfully setting appropriate boundaries. While it is important for healthcare providers to support and encourage patients and families to be active participants in their care, it is equally important care providers are skilled at managing difficult situations that may arise.


Three Communication Skills Everyone in Healthcare Should Have

Anita Woodward, Owner, A. Woodward & Associates, shares three invaluable skills for healthcare staff to possess when communicating with patients, family members and caregivers. By actively listening, these skills will help make an impact on improving the patient experience and patient relationships across all organizations.


Connection Call: Patient Advocacy During COVID-19 - The Evolving Role of The Patient Advocate

Monday, October 5, 2020


Topic Call: How do you effectively work through difficult patient situations?

This topic call shares that it is not just about supporting patients but also includes supporting families. They have an increased ability to post and hear things on social media like Facebook and Twitter, they are encourage to speak up and very savvy to search for information and sometimes its not the correct information. Families are an equally important focus to support through some difficulties.


Topic Call: Managing Complaints and Grievances: How do you ensure the best outcomes for all?

This topic call begins by providing an overview of complaints and grievances and explains ways to handle and manage each to ensure the best outcome for all.


Topic Call: Service Recovery - How are you responding when patients’ and families’ expectations fall short?

This topic call shares a variety of service recovery programs including acknowledging the concern, tracking service recoveries, communicating with the patients and families, rounding and utilizing toolkits. 

Patient complaints as predictors of patient safety incidents

Abstract Patients remain an underused resource in efforts to improve quality safety in healthcare, despite evidence that they can provide valuable insights into the care they receive. This study aimed to establish whether high-level patient safety incidents (HLIs) were predictable from preceding complaints, enabling complaints to be used to prevent HLIs. 


The patient patient: The importance of knowing your navigator

Co-authored by three insightful healthcare leaders who are patient advocates themselves, this paper helps us understand the value of the role of patient advocates in healthcare. Patient advocates remain true to a certain set of principles and a shared value that has been essential to maintaining balance of focus in healthcare organizations. Patient advocates are employed by healthcare organizations with a commitment to ensuring patient voice is heard, yet they also represent the organization in which they are employed, its vision and strategy. 


Establishing Evidence-Based Benchmarks & Guidelines for the Field of Patient Advocacy: Survey Results

The aims of this project are to 1) provide additional guidance for the establishment of benchmarks related to processes for grievances and complaints; 2). provide a baseline assessment of current knowledge within the field of patient advocacy personnel as a guide for potential future educational endeavors; and 3). identify common work environments and characteristics for individuals within the field of patient advocacy.


Human Experience 2030: A Vision for the Future of Healthcare

Human Experience 2030 (HX2030) reflects the insights of a global community of patients, family members, care partners and healthcare professionals in all roles who represent the shared voices of possibility. Over 1,000 members of The Beryl Institute community provided input to create a shared vision for the future that identified the key milestones and points of focus we believe will be needed over the next ten years to achieve that vision. 


Through the Patient Experience Body of Knowledge Courses, The Beryl Institute offers a certificate programs in patient advocacy. Patient Advocates play a critical role in addressing the important issues of patient advocacy, patient's rights and ethics in patient care. The program will give you the key knowledge and skills necessary to succeed in the field of healthcare patient advocacy as well as offering tools and strategies to enhance the patient experience.

The Beryl Institute sends a bi-monthly patient advocacy newsletter to all patient advocacy members providing relevant information, upcoming events, new resources and more. Click here to sign up.

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