How to be a Patient Advocate: Handling Complaints and Concerns, Heartbeat Episode 234

Sometimes being an advocate for a loved one includes voicing concerns and complaints.  Knowing who to talk to and how to do it is important.  It’s a good idea to start with the case manager from your hospice team.  If that doesn’t work, voice your concern to the director or administrator.  Escalate your complaint if there’s not an appropriate response - to the state agency that oversees hospice agencies, or to the accrediting organization for the hospice agency providing your loved one’s care.  If you’re a hospice professional, it’s important for you to know how to handle a complaint if it comes to you.  Receive any complaint from a patient or caregiver with respect and truly listen to their concerns.  Take it to your manager for investigation as needed.  You also need to know the reporting requirements for your state when it comes to any allegation of abuse, neglect, or exploitation.  Patients should receive the best care possible, and end of life professionals should provide it.  Knowing how to handle a concern or complaint will help.  If you need more information about getting the best hospice care you can, go to theheartofhospice.com.  Have a question?  Send it to [email protected].  If your company provides services or products to hospice agencies, consider sponsorship with The Heart of Hospice to get the word out about what you do.  No matter who you are, or where you are in your hospice journey, you are The Heart of Hospice.