Hospital helper makes treatment easier Published July 28, 2009 By Airman 1st Class Michael Charles 99 Air Base Wing Public Affairs Office NELLIS AIR FORCE BASE, Nev. -- The Mike O' Callaghan Federal Hospital is described by Col. Christian Benjamin, the 99 Medical Group commander, as easily one of the busiest in the Air Force due to its treating of more than 22,000 active-duty service members and dependents. Due to the high volume of people it is hard to be heard when it comes to voicing the concerns or compliments of the hospital. One group however acts as liaisons between the patients and the hospital staff. This group is essential to both the patient and the doctors by making sure communication is consistent and understandable between them. This group of people is called the patient advocates. "My job as a patient advocate is to make sure every patient in the hospital gets the answers they need to feel comfortable with the treatments they received," said Tech. Sgt. Gertrudes Custudio, 99 Medical Group hospital patient advocate. "My office is also the place where patients can voice their concerns and know they are being heard." A patient advocate is a one year special duty given to a senior member or an administrator of the hospital staff. "Being a patient advocate is a calling," Sergeant Custudio said. "In order to be effective you have to have a willingness to listen and put yourself in the patient's place. You also have to be empathetic to the patients concerns and needs and take the best course of action based on that." Patient advocates are located on two different levels in the Nellis hospital. The first level is the clinic level. Every clinic in the hospital has a patient advocate office, which act as a place where the patients can voice their concerns and compliments about that specific spot in the hospital. Clinical patient advocates deal with the doctors directly to ensure the concerns of the patient are addressed quickly and efficiently. "When a patient comes to a patient advocate's office it is our job to address the concerns they have to the best of our ability on the spot," said Sergeant Custudio. "Most concerns are able to be handled directly at the clinical level within minutes of seeing a patient advocate." If the patient feels the clinic advocate has not or cannot solve their concerns the issue is then escalated to the hospital level patient advocate. The hospital patient advocate is able to assist with any section of the hospital. He or she is also able to escalate the concern even further if necessary by bringing the concern directly to the commander or the authority needed to resolve the issue. "Being a patient advocate can be one of the most fulfilling special duties you can have," said Sgt. Custudio. "To be able to help patients with a concern they are having and bring a smile to their face is not just my job it's something that makes me feel like we are making a difference in people's lives." By making sure each patient understands procedures, patient compliance is increased resulting in a higher percentage of successful treatments. To contact the hospital patient advocate office call 702-653-2201.
