A day in the life of a patient advocate: Never a dull moment

People often ask me what a patient advocate does. Truly, when my phone rings I never know what the day might bring. But if I have done my job, by the time my head hits the pillow, I will have made someone’s life better or their hospital stay safer.

Let me walk you through a day in the life of a patient advocate.

Morning

I receive a call from a senior health care industry professional with a referral for a man who is struggling to care for his wife, who has Alzheimer’s. Dementia is hard not only on the person who has it, but on their loved ones who are determined to care for them. It can be a lonely existence.

This man needs support because he wants to keep his wife safe at home, meaning he will need to find 24-hour care. In addition, he is suffering from caregiver stress and has health challenges of his own. It seems also that a new neurologist is needed to get a fresh set of eyes and a new evaluation of his wife’s condition.

One of our nurses will follow up with this couple after I share their story and initial priorities of care.

Then, a community member calls regarding an elderly neighbor who has been in the hospital for several weeks and is having complications that come with prolonged hospitalization. People who are hospitalized for days or weeks at a time may suffer sleep deprivation and disorientation, which can complicate their recovery.

The neighbor is concerned that the man is not receiving the care he should, but I explain that we cannot legally help unless we are formally retained and have the individual’s or family’s permission to act as their representative.

In addition, the man has a wife at home with dementia and no family around to help out. We plan to have a call this afternoon to discuss having one of our nurse advocates going to assess the patient’s situation and make sure his wife is well cared for in his absence.

Afternoon

I prepare for a panel discussion presented by the National Association of Healthcare Advocacy Consultants.

Two sisters contact me about their father, who is experiencing complications following what was supposed to be a straightforward surgical procedure. When they tell me his story, I realize that the proper standard of care is not being met. Because of the trauma he is experiencing, the patient is also displaying disturbing psychological symptoms for which he is being (unnecessarily as it turns out) medicated.

The sisters tell me that they have tried to speak to the medical staff but don’t feel they are being heard. Meanwhile, they are terrified of losing their dad.

Patient advocates are often able to dial back the drama and get the situation sorted because we understand patient rights as well as the hospital’s perspective and can try to work out a win-win for all concerned. I schedule a visit to the hospital.

Evening

I get a call from a former client whose sister had a massive stroke four years ago, and now the insurance company is saying she no longer qualifies for placement in a skilled nursing facility. There has been fragmented communication among the physicians, therapists and family.

The family wants me to appeal the insurance company’s decision and gather documentation that will allow the sister to be approved for further long-term care, therapy and high-tech care for her needs. While waiting for documents, I speak with the woman’s daughter to formulate a plan.

Finally, I update presentations for our Nurse Advocate Entrepreneur training program and speak with two nurses who are eager to sign up and start their own advocacy businesses. From their hospital experiences, they can see that families need a great deal of help these days navigating the health care landscape.

My days aren’t always this busy, but every day reminds me of the significant impact I can have on someone’s life, health and well-being. It’s worth it, to be sure.

• Teri (Dreher) Frykenberg is a board-certified patient advocate. A critical care registered nurse for 30+ years, she is founder of NShore Patient Advocates (www.NorthShoreRN.com). Her book, “How to Be a Healthcare Advocate for Yourself & Your Loved Ones,” is available on Amazon. She is offering a free phone consultation to Daily Herald readers; email her at teri@northshorern.com.