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How a hospital handles situations can make a significant
difference in a patient’s and family’s experience and care. When I learn
lessons that work, I like to share them in the hope that they may help others.
Today was one of those experiences—one that may be useful in Family-Centered
Patient Advocacy Training.
My father was taken to the hospital by ambulance after a
fall. Thankfully, he is now home and doing well, but the nature of his injury
required immediate transport. I followed and arrived shortly after he did.
Because my father is elderly, can become confused, and may
react unpredictably when frightened, I knew it was important for me to be with
him as soon as possible. When I arrived, I signed in at the front desk. The
staff member told me she would call back and let me know when I could go in.
I waited for quite some time. Each time I checked in, I was
told there was “nothing yet.” Although the staff member was kind, I began to
feel that the delay was unnecessary and not acceptable under the circumstances.
I called the hospital switchboard, asked for the patient advocate, and left a
message explaining that while the staff had been courteous, the policy itself
was causing an unhelpful delay in my ability to support my father.
I then returned to the desk and calmly said, “You have been
very kind, and I appreciate that. But I want you to know that I left a message
for the patient advocate because this policy is not working. I need to be with
my father. I am not complaining about you personally—it is the policy that
needs to be changed.”
At that point, she took my identification, printed a visitor
pass, and arranged for someone to escort me to my father.
Later, I saw her in the patient care area and jokingly
commented that she had left her desk. She explained that the main office had
instructed her to come into the back of the emergency department to better
understand the delays and improve the process.
The lesson from this experience is simple: be kind,
be firm, and speak up. Doing so can help you get what your loved one needs—and
may even lead to meaningful changes in policies that affect others.
