Patient advocates: A look at their roles and responsibilities
When people consider the role of a VA patient advocate, discussion often centers around what these individuals can and cannot do to assist Veterans.
“We are regularly asked what we do,” said Jackie Klee, a Rocky Mountain Regional VA Medical Center patient advocate.
Klee said patient advocates offer non-clinical support and seek resolution for concerns by establishing vital communication between Veterans and health care staff.
Access to advocates
Chris Peterson, supervisor over the northern Colorado advocate team said the Eastern Colorado Health Care System is supported by seven patient advocates, accessible to more than 100,000 Veterans across 17 facilities.
One advocate’s story
Klee, a patient advocate for nearly two years, is no stranger to VA. This military wife spent seven years serving Veterans in both administrative and supervisory capacities.
As an advocate, Klee now works to facilitate resolution for Veterans with various questions and concerns. Serving as an information repository, she said, advocates align Veterans with the VA service needed to address their issue.
“Having a wealth of information is a job requirement,” Klee said. “We’re like a VA library.”
When Veterans present a question or concern, Klee equips them with the requested information or initiates contact with the desired service to address the matter appropriately, bringing satisfaction.
She said her title, though, is often misinterpreted.
“We are not advocating for patients in a legal sense, nor are we clinicians, so we do not override provider guidance,” she said. “We help facilitate better communication between providers and Veterans.”
Additional insight
U.S. Army Veteran Beatrice Harris became a patient advocate at PFC Floyd K. Lindstrom VA in Colorado Springs in October 2022. She said she helps Veterans navigate the complex VA system, but the type of help and the path to resolution can differ from patient to patient.
There are also misconceptions about the influence of patient advocates, she said. For example, if a patient is displeased about the medication plan set up by a provider, an advocate can convey to the care team that further discussion is need. The patient advocate might also provide clinical appeal information to the Veteran, if warranted.
Harris said her team does not manage cases like social workers or give providers medical direction.
Instead, she said, “We are partners with providers and Veterans, actually seeing an issue reach a favorable resolution with the Veteran.”
A supervisor’s perspective
A U.S. Army Veteran, Peterson served as a patient advocate at RMR for seven years before becoming a supervisor last year. A former VA police officer, Peterson made the shift to patient advocate because he wanted to influence Veterans and their access to health care.
He said the job is most rewarding when he is able to empower patients and provide them with tools, so they advocate for themselves.
Making contact
The contact a patient advocate in Eastern Colorado, call RMR VA – (720) 723-6766; Lindstrom VA – (719) 227-4074; or PFC James Dunn VA in Pueblo – (719) 584-5078.
Patient advocates in Eastern Colorado can also be reached via secure message in My HealtheVet or during weekday walk-in hours.
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April Love is a Writer-Editor on the VISN 19 Creative Task Force. She began working for Denver VA in 2016 and currently lives in Aurora, Colorado.