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Archive November 2019 XX, No. 11

Ideas That Work: Patient Advocate

Making Personal Connections Count

Brittney Williams, RN
FRIENDLY FACE Rebecca Chavez (right) worked in registration for 12 years before being hired as a patient advocate because of the positive feedback she received from patients and families during the check-in process.

Our facility’s satisfaction surveys revealed low scores and negative comments in reference to the quality of our communication with patients and their family members. Loved ones weren’t being kept up to speed about what was going on in the OR, surgeons couldn’t find them when they needed to give updates and patients weren’t always getting the after-care information they needed. That’s why we hired a patient advocate to bridge the communication gap between providers and patients. Rebecca Chavez greets patients when they arrive and stays in constant communication with families while their loved ones are in surgery. She has an amazing memory and personality; she addresses every patient and family member by name and makes personal connections with everyone she meets. While nurses focus on patient care, she keeps family members calm, informed and updated about what’s going on. Ms. Chavez reassures patients and family members by saying, Surgeons will take of procedures. I’m here to take care of you.

Brittney Williams, RN
Baylor Scott and White Medical Center Sunnyvale
Sunnyvale, Texas

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