THE Ministry of Health is rolling out its Patient Advocates Programme nationwide, aiming to improve communication and overall patient experience in public hospitals. The initiative, which began at Georgetown Public Hospital Corporation (GPHC), has already been implemented in Regions Two, Three, Four, Five and Six, and is now expanding into hinterland regions.
The programme was first introduced at GPHC led by Emergency Medicine Specialist Dr. Zulfikar Bux in collaboration with Northwell health.
It is designed to bridge communication gaps between patients and clinical staff, particularly in busy emergency departments where misunderstandings often lead to anxiety and complaints.
Dr. Vishwa Mahadeo, Director General of the Ministry of Health, explained the structure and accountability mechanisms built into the initiative.
“They will be required to report on how many clients or patients they have assisted, how many interviews they have conducted, and how many complaints they have received. These reports will be evaluated, and decisions will then be made on how to improve the system based on patient experience, not only the experience of patients, but also that of caregivers and relatives when they interact with the hospital system.
The training is comprehensive. It covers how to speak to people, how to greet them, and how to communicate effectively between patients and healthcare staff. They are also trained in how to deal with aggressive individuals, including patients, and how to coordinate across different departments, including security, clinical departments, and non-clinical departments.
Most of the current patient advocates are individuals who previously participated in the Pathway or Ten-Day Workers Programme. They will need to apply when the next batch of the Patient Advocates Programme is announced.
The basic qualifications include literacy, a pleasant personality, and the ability to work flexible hours.”
Dr. Zulfikar Bux during an interview said, “Very often, patients receive the appropriate clinical care but leave feeling anxious or uncertain because no one clearly explained what was happening. This programme ensures that someone is there to greet them, guide them, answer their questions and alleviate unnecessary anxiety.”
Patient Advocate will be outfitted in clearly identifiable uniforms so members of the public can easily recognise who to approach for assistance. The Ministry also plans to expand the programme in phases to eventually provide broader coverage, including longer operational hours.
Dr. Zulfikar Bux highlighted the early feedback from hospitals where the programme has already been implemented.
“We had some feedback about New Amsterdam specifically. Our doctors went back for the training and they were very impressed with how the interaction has been with the staff and the patients. I think both sides are very happy because they have an intermediate person that they can actually relay information and bridge that communication gap.”
He added that the programme will continue to evolve based on measurable outcomes.
“We had started this collaboration with Northwell Health and what we are going to do as time goes by is take some measurement tools to see how effective this is, and with that feedback we can see how we evolve the programme.”
This reporter made some inquires on the effectiveness of the programme and was told by various hospitals on the coast that the programme is already easing tension in emergency departments, reducing complaints, and improving overall patient satisfaction by ensuring that individuals entering public hospitals are greeted, guided and kept informed throughout their care experience.