Patient Rights
What document explains what patients are entitled to during their hospital stay?
Patient Bill of Rights
What is the most common complaint patients have about hospital stays?
Poor Communication
What skill helps advocates explain complicated information clearly?
Communication Skills
A good patient experience often starts with good _____.
First Impressions
This service helps patients when they don’t speak English.
Interpreter Services
What right allows patients to make choices about their own healthcare?
Right to Informed Consent
What complaint often comes from patients about the hospital environment?
Room Cleanliness
What soft skill allows advocates to connect emotionally with patients?
Empathy
What tool measures patient satisfaction after discharge?
HCAHPS Survey
This team helps arrange transportation or home care after discharge.
Case Management
What right ensures patients' medical information stays private?
HIPAA/Privacy Rights
What department gets complaints about delayed response times?
Nursing
Advocates must often do this when finding a solution that satisfies both patients and staff.
Conflict Resolution
Sentara RMH posts these online to help set patient expectations.
Emergency Department Wait Times
Patients can ask for this religious support service.
Chaplain/Pastoral Care
What can a patient submit if they are unhappy with their care?
A Grievance
Patients often complain about this related to food.
Meal Quality/Variety
What professional skill helps advocates manage multiple complaints at once?
Organization/Time Management
Following up after a complaint is an example of providing _____.
Service Recovery
If a patient needs clothing after discharge, what might Patient Advocacy provide?
Clothing Closet
What is the term for appointing someone to make medical decisions for you if you can't?
Healthcare Power of Attorney
Language barriers often cause complaints. What service helps fix this?
Interpreter Services
When advocates ask open-ended questions to fully understand patient concerns, they are using what skill?
Active Listening
What two-way communication process improves patient satisfaction the most?
Staff Rounding
Patient Advocacy might coordinate with this team for a billing issue.
Patient Financial Services