Patient Advocate
How many hours does the patient advocate have to get back to a patient when they file a complaint? (Minus weekends)
24 hours
At what time can patients ask to speak to a lawyer/attorney?
Patients asking to speak to a lawyer should be granted a phone call immediately.
Billy Bob Joe is throwing a fit and is demanding his snack. BHAs, Jack and Jill, tell him that he can't have his snack because of his behavior. Is this an appropriate response?
NO! It is never an appropriate response to withhold food from a patient due to behavior.
When is it okay to restrain a patient?
It is ONLY okay to restrain a patient when he/she is threatening the safety of him/herself or others.
True or false? You should NEVER attempt to solve a problem first without involving the patient advocate.
FALSE! Always try to solve the problem first by yourself or as a team on the unit before elevating the issue.
True or false? Patients may need to be restricted from phone calls at times.
True! Some patients are psychotic and may make inappropriate phone calls to strangers or 911; however, a doctor's order is needed to limit phone access.
True or false? The child's parent/guardian will be the only one making decisions regarding the patient's treatment plan.
False! The child is always involved in making decisions in their treatment plan.
When is it okay for patients to have strings in their personal items while on the unit?
NEVER! This is a ligature risk. For instance, when inventorying patient belongings and the staff member comes across a pair of sweatpants that have a string in them, staff should first consult with the patient and ask them whether or not they want the string to be cut out or if they'd rather have the pants be kept in storage.
True or false? You don't need to pick up discharge surveys after handing them out.
False! Please pick up discharge surveys and return them to the patient advocate folder on the unit.
When a patient requests to leave the hospital AMA (against medical advice), what is a possible outcome?
If the doctor believes the patient is safe to discharge, he or she may be allowed to leave; otherwise, he or she may be placed on an OPC (order of protective custody).
Roommates Suzie Q and Sally Joe are not tired at bedtime. They ask if they can play Suzie Q's personal game of Monopoly she brought from home in their room. How long should you let them play?
Personal games, especially ones with small sharp pieces or pieces that could break, should NOT be allowed on the unit or in patient rooms; this is considered contraband, and should be kept in the belongings room inside a bin with the patient's name and unit on it, then given back to the patient when they discharge.
How long should you leave a patient sleeping in locked seclusion after an incident?
NEVER!!! If a patient is sleeping in locked seclusion after an incident, you should immediately open the door and assist them to their room.
When would the patient advocate send a formal letter to a patient/family in reference to a complaint?
If the complaint is hand-written or is considered a grievance.
True or false? It is okay to make a copy from the patient's chart if a patient is requesting information.
FALSE! You should NEVER make a copy out of a live chart. Inform the patient he or she can speak with medical records after discharge OR a doctor's order can be written to view a specific document in the chart.
A child refuses to take medication, but the parent insists on them taking it. How and when should this medication be given?
Like an adult, a child has the option to refuse any and all medications, UNLESS they are involved in a code situation where they jeopardize their own safety or the safety of others (EBI; emergency behavioral intervention).
When you think a patient has contraband in their room, when is it okay to do a room search?
ONLY AFTER receiving the doctor's order to do so.
True or false? If the complaint made by the patient is an allegation of abuse or neglect, the patient advocate will conduct an in-depth investigation.
False! The allegation will be elevated to the Risk Manager and HR Director for a formal investigation.
When would a patient not be able to refuse consent for medication?
During a code situation (EBI; emergency behavioral intervention) OR if the medications are court ordered.
Little Johnny gives you a picture with his first and last name on it as a thank you for your hard work. Where will you hang it up at your house?
YOU WON'T! It is a HIPAA violation to take anything out of the hospital containing personal information, including art with patients' names on them.
True or false? If a person calls the unit stating to be a child's parent, we must give that person personal information on that patient.
FALSE!! The parent must know the child's access code to receive any personal information and have rights to that child. If a person does not have that child's access code we can neither confirm or deny that patient is at CCH.