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Patient representation as a quality improvement tool

R Ravich1, L Schmolka

  • 1Patient Representative Department, Mount Sinai Medical Center, New York, NY 10029-6574.

The Mount Sinai Journal of Medicine, New York
|October 1, 1993
PubMed
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Patient representatives, also known as patient advocates, were established in healthcare to address patient complaints and improve care quality. Their role has expanded across various healthcare settings to enhance patient satisfaction and institutional responsiveness.

Area of Science:

  • Healthcare Management
  • Patient Advocacy
  • Quality Improvement

Background:

  • Healthcare institutions introduced patient representatives in the late 1960s to address concerns regarding impersonal and unsatisfactory patient care.
  • Patient representatives are now integral to over half of U.S. hospitals and are also found in nursing homes, clinics, and health maintenance organizations.

Purpose of the Study:

  • To examine the establishment and function of the Patient Representative Department at The Mount Sinai Hospital.
  • To understand the role of patient representatives in improving patient access, problem resolution, and quality assessment.

Main Methods:

  • The study describes the historical context and operational functions of a patient representative department.
  • It highlights the department's dual role in addressing patient concerns reactively and proactively improving the care environment.

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Main Results:

  • The Patient Representative Department at The Mount Sinai Hospital, established in 1966, serves as a crucial link between the community and the institution.
  • It effectively addresses patient problems, investigates dissatisfaction, and recommends policy changes to enhance patient-centered care.

Conclusions:

  • Patient representatives are vital for improving healthcare delivery by ensuring patient needs are met and fostering a more responsive and patient-friendly environment.
  • Their function as a quality assessment and improvement tool contributes significantly to institutional accountability and patient satisfaction.