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How can you provide effective feedback to a patient advocate?

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Feedback is an essential part of any professional development, and patient advocacy is no exception. As a patient or a caregiver, you may have interacted with a patient advocate who helped you navigate the complex and often confusing healthcare system. But how can you let them know how they did, what they did well, and what they could improve? In this article, we will share some tips on how to provide effective feedback to a patient advocate, whether it is formal or informal, positive or constructive.

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Matt Toresco

CEO & Chief Patient Officer Devoted To Driving Patient Outcomes & Education Through Advocacy

1 What is feedback and why is it important?

Feedback is the information that you give or receive about someone's performance, behavior, or actions. It can help the person learn from their experience, improve their skills, and achieve their goals. Feedback can also help build trust, rapport, and collaboration between the giver and the receiver. For patient advocates, feedback can help them assess their impact, identify their strengths and weaknesses, and enhance their competence and confidence.

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2 How to prepare for giving feedback?

Before giving feedback to a patient advocate, it’s important to prepare yourself and your message. Review the purpose and scope of the patient advocate's role and responsibilities, and recall the specific situations and examples that you want to address. Decide on the main points and suggestions you want to convey, and choose the appropriate time and mode for giving feedback. Consider how you will communicate with the patient advocate, how much time you have, and how you will ensure privacy and confidentiality. This will help ensure your feedback is clear, respectful, and focused on positive aspects that can be praised or reinforced, as well as areas that need improvement or change.

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3 How to use the sandwich method?

The sandwich method is a popular and effective way to give feedback. It begins with an expression of appreciation and gratitude for the patient advocate's work and effort, followed by constructive criticism, and ends with a reaffirmation of the patient advocate's value and potential. To use the sandwich method, express your appreciation and highlight their achievements, then explain what they could do better or differently with concrete examples and evidence. Finally, emphasize their positive qualities and skills while encouraging them to keep learning and growing.

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Matt Toresco

CEO & Chief Patient Officer Devoted To Driving Patient Outcomes & Education Through Advocacy
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Don’t use it. Patient advocates want you to be up front with your concerns. Better yet, if there is anything they’re not asking you about that you thought they would, make sure to fill them in. In this world of healthcare, when you work with one patient/hospital/insurance company etc, you know only one patient/hospital/insurance company. Every opportunity with a patient is an opportunity to learn.

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4 How to follow up on feedback?

Giving feedback is not a one-time event, but an ongoing process. To ensure its effectiveness and benefit, you need to follow up on it. Ask the patient advocate for feedback in return and listen to their response. Acknowledge their point of view and thank them for their cooperation. Agree on an action plan that sets realistic and measurable goals and deadlines, offering your support and resources as necessary. Monitor and evaluate the progress , providing additional feedback and guidance if needed. Celebrate their achievements and improvements, recognizing their efforts and contributions.

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5 How to receive feedback as a patient advocate?

As a patient advocate, you may receive feedback from clients, colleagues, or supervisors. While this can be challenging, especially if it is negative or unexpected, it can be an opportunity to learn and grow. To make the most of this feedback, remain open and receptive. Welcome it as a gift and a chance to improve. Don't take it personally or react defensively. Show interest and curiosity by asking questions and seeking clarification if needed. Additionally, be respectful and appreciative of the person who gave you feedback for their time and honesty. Acknowledge their perspective and intentions, expressing your understanding and agreement if possible. Lastly, be proactive and responsible with the feedback by reflecting on it and deciding what actions to take. Communicate your plan and expectations to the person who gave you feedback, then follow through on your commitments and show your progress.

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Ignacio Rivera Guzman

Coordinador de Investigación y Desarrollo de Pinturas y Recubrimientos en Pyrolac SA de CV
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Siempre hay que tomar en cuenta las observaciones, opiniones o quejas del cliente, esto nos ayudara a corregir o a mejorar el producto, debemos tener el cuenta que la retroalimentacion es parte del proceso de desarrollo, y que siempre es posible cambiar o ajustar para adaptarse al mercado, lo inportante es lo que quiera el cliente, aunque no sea exactamente lo que nosotros queremos.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Eyoel T Bame

MEAL Manager
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As hospital based medical social worker reviewing advocacy process is a key step to have effective intervention. In this regard, evaluating the advocacy outcome and tool effectiveness on addressing the targeted decision makers. After the assessment we can provide feedback based on the result we obtained. The feed might include, producing with the on going advocacy plan or reframing the advocacy tool and target.

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How can you provide effective feedback to a patient advocate?

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1 What is feedback and why is it important?

2 How to prepare for giving feedback?

3 How to use the sandwich method?

4 How to follow up on feedback?

5 How to receive feedback as a patient advocate?

6 Here’s what else to consider

Patient Advocacy

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How can you provide effective feedback to a patient advocate?

1

2

3

4

5

6

1 What is feedback and why is it important?

2 How to prepare for giving feedback?

3 How to use the sandwich method?

4 How to follow up on feedback?

5 How to receive feedback as a patient advocate?

6 Here’s what else to consider

Patient Advocacy

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