Patient Advocates: Powerful Voices for Patients and Families

Holding vigil at the bedside of a dying young man who has no visitors. Comforting a company of firefighters awaiting word about their injured colleague. Helping someone understand their treatment plan. Finding an earlier follow-up appointment for an anxious patient.

These are just some ways patient advocates support patients, families and providers at Emory Healthcare.

This team, part of the patient relations department, works alongside patients and their families to help them navigate their health care journeys. Patient advocates also serve as resources for providers and care teams across Emory Healthcare hospitals and clinics.

Amaka Eneanya, MD, MPH, chief transformation officer, says the patient advocate role is not widely known, and its importance is underestimated. These professionals enhance both patient and clinician experiences at Emory.

Dr. Eneanya says advocates bring the patient’s voice to the table, especially in times of misunderstanding or confusion.

“Patient advocates are so powerful and helpful,” Dr. Eneanya says. “We ask for their opinions all the time. They work with people at their most vulnerable times. And because they aren’t part of a patient’s day-to-day care, they can come in objectively, hear them out and then communicate important information back to care teams.” 

Emory patient advocates come from different backgrounds. Some have health care experience, while others come from various industries, including the military, hospitality and nonprofits. Their professional experiences help them connect with patients, families and colleagues.

One hospital-based patient advocate got his start in teaching. When the pandemic hit, he began looking for a change. A move to Atlanta put him closer to friends and family, and he worked as a restaurant server before joining Emory’s behavioral health team.

He brings to Emory the ability to be quick on his feet and explain things in easy-to-understand ways.

“I developed relationships with patients so easily that I often became the person our clinical team turned to when they needed help getting someone to understand the importance of their treatment plan,” he says. “Just as much as I’m learning about health care and its nuances, many of our patients are, too. I keep that in mind.”

Within a few years, he moved on from the behavioral health unit to become a hospital-wide patient advocate.

“I think it’s important for people to know they are never alone,” he says. “My goal when I came into this job was to ensure people knew that. That’s why patient advocates exist.”

Another patient advocate for Emory’s 250+ outpatient clinics got her start in social work. She gained extensive hospital experience through operations, admissions and finance jobs. In 2016, she joined Emory Healthcare as a patient advocate after nearly eight years in a similar role at an urban trauma hospital.

For her, patient advocacy work is about connecting on a human level and easing a tough time.

“I feel satisfied knowing I’ve made a patient’s stay or visit easier,” she says. “I don’t need a thank you. In my heart, I know that my interaction made a difference.”

Emory patient advocates’ work isn’t limited to their day-to-day calls and consultations. Many participate in important education and committees across the health system, hospitals and clinics.

Some take part in equity and inclusion initiatives, while others offer workplace violence prevention training.

These team members are also instrumental in ongoing performance improvement efforts throughout Emory Healthcare.

“Health care systems have so many processes, policies and protocols,” Dr. Eneanya says. “We don’t always know when these are broken, outdated, not working or just don’t make sense anymore.”

Patient advocates, she says, are often the ones who hear about problematic systems.

“Their voices can help us make positive changes.” 

How to Get a Patient Advocate

Patient advocates can assist free of charge with nearly any question or concern across Emory Healthcare. If necessary, our advocates will connect you with other helpful resources.

You can connect with an Emory Healthcare patient advocate by contacting the patient relations team at your Emory Healthcare location.