Volunteer Patient Advocates Are Skilled Caregivers

By Dottie Evans

Never underestimate the curative power of a sympathetic listening ear.

Upon admittance to a top-level medical institution, new patients count on certain things taking place on their behalf. They know that doctors and specialists will assess their condition, review their records, ask questions, order tests, and discuss diagnosis and treatment options. They expect the supporting team of floor nurses to prepare the room, hook up the IV lines, take blood pressure and temperature readings, and order their meals.

But there is another, little-known aspect of their hospital care they might not expect. This is a visit by one of the Danbury Hospital patient representatives whose job it is to listen to their immediate concerns and to respond in a positive fashion.

“They are the liaison between the patient and the hospital community,” said Ann Leiss, patient representative coordinator.

“At first, new patients may comment about how clean and how well run the hospital is. They know the doctors and nurses are terribly busy, and they are surprised that there is someone on the team who has the time to actually sit down and talk,” she said.

The need might be as simple as getting a light bulb changed, ordering television service, or finding a good book to read. Or there might be a child at home due to return from school to an empty house, and a call must be made as soon as possible to a neighbor or a relative.

Emotional needs are of equal importance, and patient representatives are skilled at providing a bit of friendly reassurance or a hand to hold. Whatever the need, they try to respond.

Two Decades Advocating For Patients

Danbury Hospital’s Patient Representative Office has been functioning smoothly for 20 years under the direction of Ms Leiss, who first conceived of the service and who helped put it into operation.

Her team of ten regular volunteers currently numbers seven women and three men –– all handpicked for their people skills. After selection from the hospital’s general pool of volunteers, they are thoroughly trained and will spend time shadowing experienced patient representatives before going out on the floor on their own. Two different volunteers are scheduled each morning of the week, so that each one spends three to four hours a week meeting with new patients.

“We have approximately 60 new admits a day. That means each volunteer might each see up to 30 new patients a week,” explained Ms Leiss.

“Every new patient that is admitted –– except for the psych and maternity wards –– we write them up and try to visit them as soon as possible. Those that can’t be seen the first day because they are having tests, or they are having an operation or other out-of-the-room care, we see them the next day,” she added.

“At lunchtime, we meet back here in my office to debrief, and I’m ready to follow up on any issues they mention,” Ms Leiss said.

It helps to remember that Danbury Hospital patients may not always have the benefit of local ties or support. They may be visiting, or they might have been traveling on the interstate when a medical emergency occurs, causing them to be admitted to the hospital’s Level II Trauma Center.

 “Our hospital is state-of-the-art, with its new surgical programs, its Praxair Cancer Center, and progressive gastric bypass surgery. We have open heart surgery, heart bypass and angioplasty, and a new orthopedic program,” Ms Leiss explained.

For all of these reasons, Danbury Hospital often draws patients from distant towns who suddenly find themselves in need of logistical or emotional support.

 

People Skills And The Luxury Of Time

Margareta Kotch of Newtown is beginning her third year as a volunteer patient representative. A former nurse, Ms Kotch said she enjoys “being back in the hospital environment again.”

She is glad to help with specific problems, but recognizes that a new patient’s psychological needs might be more pressing.

“We try to come in with cheerful smiles, we identify ourselves, and then ask how the patient is feeling,” Ms Kotch said. “We have a lot of teamwork here. You’ve got to want to interact with the patients, to help them see the glass as half full.

“We try to reassure them when they ask, ‘When is my test going to be?’ by going straight to the front desk and asking the nurses. It helps that there is a board in each room with the shift schedule nurses’ names written clearly.”

Ms Kotch noted that in many cases the nurses already know about a particular patient’s concerns, “but when you are sick, things get magnified.”

Sometimes, “we just chat and I hope that by listening and being positive, we can help make them feel better. We may talk about other things besides their medical situation –– such as what they are reading or what food they like. And we might exchange recipes or gardening tips.

“One thing to remember is this: we do have the luxury of time. We can sit and let the conversation go where it will. It’s a pleasant exchange,” Ms Kotch said.

Moira Denault of Danbury had been a longtime account executive with Union Carbide. She is now going on her fourth year as a Danbury Hospital patient representative.

She noted that sometimes patients are more concerned with the situation at home than they are with themselves. They want to know how the children are managing, and what will happen when they go home if they are not able to resume childcare or other personal or professional responsibilities.

“We reassure them that there is a case manager on staff who will follow up, and when they are ready to go home or into rehabilitation, she will help them deal with insurance and other issues,” Ms Denault said.

She added that one very important aspect of her volunteer role is to realize what a patient needs most, even if that patient does not express the need in words.

“If the patient reaches for you or wants to hold your hand, you want to respond without hesitation. It’s a moment not to be lost –– especially if the person does not have a lot of people visiting and may be feeling isolated or alone,” Ms Denault said.

“Patients might say ‘will you come back tomorrow?’ and you tell them that Ann Leiss is always there for them and she will follow up, which is a form a encouragement in itself,” she added.

Advance Directives Program

“It’s all about teamwork, communication, and backing each other up,” agreed Ms Leiss.

“If there is a pressing issue that can’t wait for a debriefing session and follow-up, the volunteers can always use the phone in the patients’ room and call me directly.”

“Whatever it is, we talk to Ann about it, because the buck stops there!” joked Ms Kotch.

At the same time, the volunteers know Ms Leiss will be there for the patients and, when the prognosis is not a hopeful one, one of her responsibilities is oversight of the Danbury Hospital Advance Directives program.

The Advance Directives Patient Information Booklet clearly spells out a patient’s rights in making health care decisions, and Ms Leiss is prepared to further explain and explore the options with any of the patients. Examples of advance directives include living wills, the appointment of a health care agent, durable power of attorney, and organ and tissue donation.

“Death and dying are a part of life. If we can do one little thing to help them, then it is very rewarding,” said Ann Leiss.

“I get far more out of my job than I give to it.”