Speaking Up in the Emergency Room

A Lesson in Family-Centered Patient Advocacy

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.