There are times when life takes a terrible turn. A family outing turns into a brush with death. The parents are airlifted to a trauma center while their children arrive frightened and confused at the Emergency Department (ED). An elderly woman brings her husband to the ED because of chest pains. Minutes later, she is told he has suffered a massive heart attack and for the first time in 60 years, she is suddenly, irretrievably alone. A young father's dreams unravel as he learns that his wife and child have died as a result of a car accident.

At such life-altering moments, who will comfort the frightened children, the grieving spouse, the devastated father? Dramas like these unfold every day in the demanding realm of a hospital ED. In most, the task of comforting families and making arrangements falls on busy nurses trying to address multiple urgent clinical demands. But thanks to support from the Indian River Medical Center Foundation, Patient Advocates give that extra layer of caring 24/7 in the ED.

Answering a Need

Seven years ago, IRMC identified a need for advocates to act as liaisons between the medical staff, patients and families. As is true with many IRMC programs, when this great idea was born, philanthropy provided the impetus to bring it to fruition. In October 2002, the Patient Advocate program became a reality. "The Patient Advocate program is totally funded by philanthropy, as was the Emergency Department. This program is really important to patients and their families," said Patient Advocate Manager Aleta Glynn. Today, IRMC is staffed with seven advocates to ensure 24/7 coverage. According to Charge Nurse Joyce Griffeth, R.N., "They are a blessing. They have made a very positive difference in the ED and I thank the Foundation for making this service possible."

Advocates circulate in the ED lobby, updating family members on a loved one's condition and non-acute patients on their wait status. They fill countless cups of coffee and bring food to parents who won't leave their child's side. In addition to handing out blankets and pillows, advocates arrange transportation, locate lost items and update nurses when examination rooms are ready for the next patient. "An advocate is the 'go-to' person for just about every non-clinical need," Glynn explained.

Since medical emergencies can strike at any time, Glynn has filled unusual requests. "I've walked dogs and climbed into a semi to turn off the engine. Once you solve little problems, patients relax. We try to put out small fires before they become big ones."

The toughest moments in an advocate's day occur during a crisis. "Codes and car accidents can take hours to resolve. We're with families when a doctor breaks bad news. We accompany people to the morgue. We call family members. One of our advocates sat with a woman while her husband was treated. When the advocate said, 'I'm sorry I didn't meet you under different circumstances,' the woman, who had Alzheimer's, replied, 'But I needed you now.' When you help someone get through a traumatic situation a little easier, it's all worth it," Glynn remarked.

Job Requirements

A blend of concierge, comforter and consumer spokesperson, the advocate's job is not for everyone. Glynn seeks individuals with some medical background or experience working with patients. "Advocates must multi-task and make decisions on their own. They need to be detail oriented, yet easy going," Glynn said. They must also know when people need space or companionship.

"The ED is scary for people. If they know someone's available to help, it's less scary," Griffeth said. Glynn added, "The public isn't aware we exist until they meet us in the ED. It's important they know they're never going to be alone."

Undeterred by 12-hour days, midnight codes and heavy caseloads after a storm, these dedicated women and men carry on, bringing coffee and comfort to patients and families from all walks of life. Aleta Glynn and her fellow advocates wouldn't have it any other way. "When someone hugs me and says, 'You're a blessing,' it makes my day."