Patient Advocate Program
What is a Patient Advocate?
Patient Advocates play a unique and vital role for patients and their families; acting as a mediator; a connection between you and your healthcare team. We work with patients and staff to resolve concerns or complaints and to improve effective communication among patients, families, and your Roswell Park care giving team. We are here to ensure your questions are answered and your concerns are met. Contact us any time you feel that something is interfering with your care or our services. You or your family member can meet with an advocate via telephone, mail, or in person.
In addition to advocacy services, the department represents patient interests on the Institutional Review Board, Patient Review Payment Committee, Ethics Committee, Quality Improvement Committee, Quality of Life Committee, and Patient Safety. Our goal is to provide the highest quality health care.
Why is a Patient Advocate Needed?
Being treated for cancer can be very stressful and disruptive for patients, their families, and their loved ones. There are occasions when you may need someone other than your health care providers to speak for you. It is normal to experience emotions that may make it difficult for you to express your needs and concerns.
Some examples of Patient Advocate issues may be:
- Difficulties finding or accessing support services within the institute
- Issues with coordination of your care
- Poor or counterproductive communication between you or your loved ones and the medical staff
- Unresolved billing issues
- Possible infringement of patient rights
- Complaints about the overall quality of service (inpatient or outpatient)
Bringing requests, concerns, or complaints to a Roswell Park patient advocate is not viewed negatively and will in no way result in any repercussions with respect to patient care. It is viewed as an appropriate use of the resources that are in place to provide:
Contact us when you:
- Don't know whom to ask for help
- Are experiencing difficulties during your hospital stay or visit
- Have questions or concerns about any aspect of care or service
Department of Organizational Performance Improvement
Location: Administrative Services Building, Room K-132
Kara T. Eaton-Weaver, M.A, Manager, Patient Relations
Telephone: (716) 845-1190 • Fax Number: (716) 845-8611
Courtney M. Kelchlin, M.S, LMHC, Patient Advocate
Telephone: (716) 845-1365 • Fax Number: (716) 845-8611
Adrian Donaldson, M.S, LMHC, Patient Advocate
Telephone: (716) 845-2981 • Fax Number: (716) 845-8611
Patients may also benefit from the services provided by a Patient Navigator. The Patient Navigator Program provides support for cancer patients, families, and caregivers throughout diagnosis, treatment and recovery.