SUPPORT, ENCOURAGE AND PROTECT....These words best describe Lancaster Regional's patient advocacy program.

Our patient advocate meets with every patient admitted to the hospital. She talks with the patient and family members, or concerned friends, about the hospital stay. All topics, from safety and cleanliness standards to the professionalism and care provided by staff, can be part of the conversation. Her role is to assure Lancaster Regional's standards for superior customer service are met.

What happens when problems occur?
It can happen that a patient or family member believes an important need is unmet. Should that occur during a patient stay at Lancaster Regional, the advocate can be contacted by the patient, a friend or a family member. She will work with staff to resolve the situation. Although all patients are important, particular attention is given to high-risk patients. The goal is patient, family and physician satisfaction with inpatient care provided at Lancaster Regional Medical Center.

Who advocates for patients receiving same-day services?
The patient advocate meets with all patients admitted to the hospital. Directors of outpatient departments contact her if a particular issue needs attention. She does not make routine visits with patients admitted to the behavioral health unit: their unique issues are best met by the unit staff.

Compliments are welcome.
Compliments far outweigh complaints. As she alerts nursing directors and administrators to concerns, the patient advocate passes on words of praise, as well.

Physicians are our customers, too.
Physicians and their office staffs should call the patient advocate to discuss any concerns that occur during their patients' hospitalization. Follow-up is initiated as soon as possible during normal business hours. For issues that arise during the evening, at night or on the weekend, leave a voice message and she will respond the following day. For immediate concerns, dial the hospital operator and ask to speak with the nursing supervisor.

How do I contact the patient advocate?
Call Bonnie
Office: 717.358.8054
Cell: 717.390.3866

Hours:
Monday through Friday, 7:30 a.m to 4 p.m.