Patient Advocate
How many hours does the patient advocate have to get back to a patient in reference to a complaint? (Minus weekends)
24 hours
At what time can patients ask to speak to their lawyer?
Patients asking to speak to a lawyer should be granted a phone call immediately.
How soon after admission would a child be placed on an Order of Protective Custody (OPC)?
You will not see a child placed on an OPC. This is utilized for adult patients only.
When is it okay to restrain a patient?
ONLY when he/she is threatening the safety of themselves 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 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. A doctors order is needed to limit phone access.
True or false, the child's parent/guardian will be the only one making decisions in reference to 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.
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, 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.
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 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 it is a code situation for safety (EBI).
When you think a patient has contraband in his/her room, when is it okay to do a room search?
AFTER receiving the doctor's order to do so.
True or false, if the complaint made by the patient is an allegation of abuse, the patient advocate will conduct an in-depth investigation.
False! The allegation will be elevated to the Risk Director and HR Director for a formal investigation.
When would a patient not be able to refuse consent for medication?
During a code situation (EBI) 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 this letter at your house?
YOU WON'T! It is a HIPAA violation to take anything out of the hospital containing personal information including patient names.
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.