This year the Patient Representative Program at University of Iowa Hospitals and Clinics will celebrate its 35th anniversary. Shelly Maharry, director of the Patient Representative Program, talks about the program and what it does for patients
Tell us a little about the Patient Representative Program at University Hospitals.
The Patient Representatives here at University of Iowa Hospitals and Clinics serve as liaisons between patients, families, and visitors of our hospital and all hospital staff. We’re able to answer questions and address concerns or complaints about care. We can explain hospital policies and procedures; help with problem-solving; and offer information about hospital and community services available to patients and visitors.
How and why did the program get started in 1972?
Dr. Lois Boulware was the founder of the Patient Representative Program in 1972. She was a leader in the field of patient advocacy far before patient advocacy was even a recognized term. In 1971, she saw a Time magazine article in which a nurse in New York State had her own poor experience as a patient and took that experience to form the very first patient advocacy program in the country. Dr. Boulware was so inspired by that article that she took the information back to University of Iowa Hospitals and Clinics, to then Hospital Director John Colloton, who gave Dr. Boulware the go-ahead to implement the Patient Representative Program in University Hospitals. She was quite inspiring in the field of patient advocacy in the early ‘70s.
How many people are currently on your staff?
We have eight staff members who support the mission of our program. That includes patient advocates as well as our support employees.
How do you and your staff work with patients and their families?
Typically we will discuss concerns or needs for assistance via phone or in person. We’re happy to meet with patients and their families, either in our program office, located in UI Hospitals and Clinics or we can meet at a patient’s bedside or in a waiting area. We try to provide support to patients that is easy and convenient for them.
How do patients or families get in touch with your staff?
Our office is located in General Hospital, C100-A General Hospital, Level 1, and our phone number is 319-356-1802.
Is this service strictly for adults or do you also work with the University of Iowa Children’s Hospital patients and parents as well?
All patients and visitors are welcome to use the services provided by the Patient Representative Program.
Aside from being the patient’s advocate and assistant, what other program services are offered by the Patient Representative Program?
We also staff the Boulware Day of Surgery Lounge. Dr. Boulware had a holistic approach to health care. She knew in 1972, that it was not only the patient’s experience that was important, but the families needed support as well. She created the Day of Surgery Lounge, an area where families can wait while their loved one is having surgery. The area is staffed by individuals who can facilitate communication between the OR and recovery room with the family.
We also provide patient advocacy to the families waiting for surgery, which can be a very stressful and overwhelming time for families.
Any plans to celebrate the anniversary this year? What are they?
Friday, October 19, UI Hospitals and Clinics will host the fall meeting of the Society for Healthcare Consumer Advocacy, and during that meeting, we will celebrate with patient advocates and patient representatives from across the state. Wednesday, October 24, from 2 to 4 p.m. in the 8th floor solarium, we will host an open house. Our hope is that former patient representatives from, as well as current staff members can have an opportunity to get together and celebrate the 35th anniversary of the program. |
