Much like a ‘wingman” who helps, protects, guides
and watches your back, the patient advocates at
CalvertHealth Medical Center (CHMC) are focused on
ensuring a quality patient experience – from finding
solutions to special concerns to getting answers about
the care you receive – so your stay is safe, comfortable
and effective.
“Our goal is to make sure every patient knows we
care and we are there for them, we are listening to
them and acknowledge them,” said Liz Chandlee, a
patient advocate at CHMC.
Each day, Chandlee and her team visits with any
new patients who have been admitted to the medical
center to see if there is anything the patient needs. If
so, it may mean contacting the care team in order to
help the patient better understand why a decision was
made and/or mediating conversations when necessary.
The patient advocates also share any perceived
negative experiences with the care team and help
to resolve any challenges and lay the foundation for
better interactions in the future.
Although much of their job involves resolving
clinical and communication issues, the advocate’s
commitment to patient care encompasses everything
from making sure patients are comfortable to
impromptu wedding planning. Sometimes family
members opt to get married on site to ensure that
a terminally ill patient is able to be present for the
special day. Chandlee and her team jump into action to
be sure the occasion is memorable for all involved.
“Liz is always happy, positive and willing to do
whatever is needed for her patients and their families,”
said Director of Patient Experience and Guest Services
Susan Stevens.
Chandlee acknowledges the perceived negative
experiences patients have are sometimes valid, and
often unintentional. The added stressors of the last two
years have made things challenging for patients and
providers alike.
“We are all human and everyone brings different
experiences from their outside life when they walk
through these doors,” she said.
“We are constantly
striving to always
exceed expectations.”
– Liz Chandlee,
CHMC Patient Advocate
Guest services volunteers also visit patients to provide
them with items such as puzzles and Chapstick® and
information about the patient advocate services. Often,
they identify issues and alert Chandlee, as do nurses and
doctors. Additionally, the patient advocates receive phone
calls, emails and letters from patients throughout the
healthcare system.
Patient advocates do a lot of communication coaching
and mediation and said care teams are very receptive
when concerns are brought to them. Their role is to help
the staff and the patients. If the patients are happy and
satisfied, they know they have someone on their side.
Chandlee said she has a unique role without any clinical
tasks, allowing her more time to sit and listen to patients
and their families, which in turn enhances the patient/staff
relationship.
Patient advocates try to resolve patient concerns in the
moment. For those issues they cannot address, there are
processes in place to circle back to ensure every concern
is addressed. From changing a practice to provide a better
patient experience, to fixing an information technology
issue, or fostering a mindset change among the staff, “It
doesn’t matter what the issue is, we have a process so it’s
definitely addressed,” Chandlee said.
Once appropriate actions are taken, the patient
receives follow-up communication. Depending on the
confidentiality of the situation, the communication may
omit details, but the intent is to let the patient know their
concern was heard and addressed; sometimes with a
change in process.
“Your feedback is invaluable as it allows us to assess
the patient experience and gives us the opportunity to
make improvements. We are constantly striving to always
exceed expectations.”