New voice for patient advocacy at Tullamore hospital
Amy Mathews commenced in her role as the Patient Advocacy and Liaison Services (PALS) Co-ordinator in Midland Regional Hospital Tullamore in June last. This is a recently established role within the hospital and acts as the main contact between patients, their families, carers and the hospital.
This role ensures that the patient voice is heard either through the patient directly or through a nominated representative and promote a culture of encouraging patients to share their experience and suggestions and act as a catalyst for service improvement. Amy sits on several hospital committees to ensure that the patient voice is incorporated into any discussions, decisions or improvement strategies.
With a background in Radiation Therapy and having worked in both private and public hospitals in Ireland and New Zealand, Amy has gained valuable experience working with patients and their families and collaborating with patients to implement service improvements.
Her role is responsible for promoting a patient-centred ethos in the hospital. It aims to highlight the importance of making patients empowered to share their experiences and become involved in their own healthcare. She will provide assistance for patients with communicating their feedback, delivering information on their care in a language they can understand, address any concerns or issues with the care provided and offer support with the formal complaint process.
Amy describes her days as “being varied and that no two are ever the same. At times my role is a reactive one. I receive calls and emails from patients, families and staff to provide support to patients when necessary. When someone is ill and is in a hospital, they can feel very vulnerable. It is a very worrying and stressful experience for that person and their loved ones. They may be confused and unsure of what is happening.
"The HSE has an open disclosure policy which means that we must communicate with patients in an open, honest, timely and transparent manner. It is vital that patients receive compassion and good communication while in the hospital setting. People never forget about how we make them feel. How people feel about their interactions in a hospital can be a lasting memory. It is important that we try and create positive patient experiences," she said.
Catriona Mc Donald, General Manager, Midlands Regional Hospital Tullamore stated: “The primary purpose of the PALS office is to serve as a key point of contact between patients, their families and their carers with our Hospital. It is one of the new key initiatives we are actively rolling out to improve patients experiences. We look forward to seeing the positive impact that the addition of this new role will bring for patients with the provision of confidential advice, support and information on health-related matters going forward.”
It is important to note that if a patient at Midland Regional Hospital Tullamore has a health problem or concern they should talk to their doctor, nurse or a member of staff in the clinic, ward or department first. They are the best people to explain their medical condition, treatment or clinical procedure. However, if a patient does not feel comfortable voicing their concerns to the staff looking after them or their concerns cannot be resolved at local level, then they should contact the Patient Advocacy and Liaison Services Co-Ordinator.