Resolution Specialist
Texas Children’s Family Advocacy
2019 Unsung Hero
As a Resolution Specialist with Family Advocacy, Audrey Lopez is responsible for helping manage patient and family complaints and grievances. She ensures compliance with the Centers for Medicare & Medicaid and Joint Commission regulations, provides case consultation with family advocates, and assists with the complaint and grievance resolution process.
When faced with a dissatisfied family, Audrey listens patiently and works promptly to find a resolution that will satisfy the family and maintain Texas Children’s standards for patient care and customer service. Audrey often is the calming presence that arrives to de-escalate a challenging interaction between staff and a patient family member. Working closely with nursing and security, Audrey meets with the family member, engages appropriate leadership to resolve the issue and remains an advocate for the family.
She treats everyone involved in these oftentimes challenging situations with integrity and dignity, understanding that families are under significant stress when they have a hospitalized child. All the while, Audrey emphasizes the importance of a safe, calm and healing treatment environment for all patients and families.
“We do many, many wonderful things with and for patients and families at the hospital, and there are times when they are unhappy with our care,” said Clinical Support Services Director Michelle Lawson. “When these times arise, I know we can connect them with Audrey, who will always do her best to advocate for them in a way that protects their integrity, resolves their concerns in appropriate ways, and provides customer service recovery.”