Patient Advocacy

At Main Line Health, we are dedicated to providing an excellent patient experience at every point of care. The Office of Patient Experience leads this effort by promoting high-quality, compassionate care that reflects the organization’s mission, values and commitment to the communities we serve.

What is a patient advocate?

Patient advocates — also known as patient navigators — play a vital role in supporting patients and their families throughout their healthcare journey. At Main Line Health, our patient advocacy team provides compassionate guidance, emotional support and valuable resources to help patients navigate the complexities of the healthcare system.

Patient advocates work to ensure that patients, families and staff understand and follow best practices while promoting open communication, respectful care and resolution of concerns. Their support includes:

• Providing emotional support to patients and their loved ones during times of stress or uncertainty
• Facilitating meetings between patients, families and healthcare providers to address questions or resolve issues
• Listening and responding to concerns by identifying solutions to complaints or grievances
• Delivering patient feedback to leadership to improve the overall patient and family experience
• Offering guidance and information about available services and resources, including:
  • Social work and case management
  • Spiritual and pastoral care
  • Advance directives and medical power of attorney
  • Financial counseling and billing questions
  • Community-based support resources

Patient advocates also help patients and visitors understand hospital and provider policies, as well as their rights and responsibilities. Their goal is to ensure every patient feels heard, supported and respected during their time with us.