Hospitals can be intimidating and overwhelming for many patients and families. Texas Children’s Family Advocacy team is here to be an ally through the uncertainty. Their dedication to resolving complaints and grievances in a timely manner is a major contributing factor to Texas Children’s exemplary patient care.
Answering the call
If a family expresses a medical or nursing concern, an advocate is called to the room. Here, they will listen to the family, take everything down and then escalate these concerns to the necessary leadership. Together, the teams begin working on a path to resolution. This can mean something as simple as describing a medical diagnosis in laymen’s terms or be more complicated, like explaining why there has been a delay in treatment.
The job of an advocate requires great listening and communication skills, empathy and a wide range of medical terminology. They use these unique abilities to ensure patients and families feel heard by their care team, while also making sure the care team is aware of any discomfort or stress. The open lines of communication work to build trust and assurance in an otherwise uncertain situation.
We are better together
Ny’yha Turner, a senior family advocate, wants staff to know their work is meant to be a positive thing. “The negative feedback we get can be used in a positive way, to improve our services, improve how we speak to families and how we interact with families,” she said. “Use us as a resource. That’s what we are here for.”
Advocates are there for the patients and families but also partner with the medical teams to facilitate the best care possible. Thanks to Family Advocacy and their work, our patient families can take comfort that their voices are heard and validated
