This position includes the intake, investigation, follow-up, resolution and documentation of incidents and patient complaints, grievances, concerns, and inquiries at OHSU Hospitals and Clinics, including Casey Eye Institute, Doernbecher Children\u2019s Hospital, and Ambulatory Care Clinics, satellite clinics, off-site centers and programs.
1. Patient Advocacy : responds to concerns brought by patients/families or staff. This activity occurs in person, in the department, on the phone, by written correspondence, by e-mail or web-site electronic conveyance, in person at various hospital and clinic venues. The Patient Advocate Specialist (\u201cAdvocate\u201d) documents and investigates the concerns of patients/families/staff; defines the facts and recommends, advocates or implements a resolution or intervention respectfully, diplomatically, and consistent with OHSU standards of practice, and federal and state regulatory compliance. The Advocate practices with minimal supervision, in consultation and collaboration with the Director/Ombudsman as needed on significant issues, such as sentinel events, matters of policy, and formal grievances. The Advocate provides written feedback to patient grievances according to department standards, OHSU policy and regulatory requirements; documenting in the department complaint management program for purposes of reporting and trending. The Advocate responds to questions and inquiries re: OHSU policies and procedures, Patient Rights, The DNV regulations, Patient Privacy and Confidentiality and the Healthcare Information Privacy and Portability Act. The Advocate facilitates patient, family and staff access to spiritual care by Hospital Chaplains and Faith Specific Spiritual Care Volunteers, Language Services for interpreters and translations, Palliative Care Consultation, Grievance Procedures and Clinical Ethics Consultation. The Advocate interacts with all members of the healthcare workforce, management and administrative staff, as needed to accomplish their work. The Advocate interacts with various officials from community, state or federal agencies as needed. The Advocate assists the Manager and accepts other tasks as assigned.
2 Education and Training : Upon assignment by the Director, the Advocate provides staff education, including, but not limited to policies and procedures related to patient rights. The Advocate participates in training and mentoring Advocate students and/or Fellows.
3 Policies and Procedures : The Advocate assists the Director/Ombudsman in the evaluation, revision and/or creation of OHSU policies and procedures as they relate to patient relations activities. The Advocate fully participates in and supports compliance with state and federally regulated patient-care policies.
4 Committees/Outreach/Community Liaison : the Advocate participates in appropriate committee, outreach and community liaison assignments as required by the Director.
As the state's only health and research university, OHSU brings together patient care, research, education of the next generation of health care providers and scientists and community service to improve the health and well-being of all Oregonians.The university is a conduit for learning for more than 2,800 students, providing training to interns, residents and fellows in postgraduate medical and research. It is the only place in Oregon that grants doctoral degrees in medicine, dentistry and nursing. OHSU cares for more than 251,000 patients each year from around the region and takes a leadership role in contributing to solutions involving the health of the state and the nation, such as health care access and transparency, ethics and workforce shortage. Beyond providing critical health care services, quality education and cutting-edge research, OHSU also is a key economic and social force in the Northwest. With an annual operating budget of $2.06 billion and more than 14,000 employees, OHSU is Portland?s largest employer. Its size contributes to its ability to provide... many services and community support activities not found anywhere else in Oregon. For more information visit http://www.ohsu.edu/xd/about/index.cfm