Our patient representatives are a remarkably thoughtful, skilled, and compassionate group. While each of us plays a critical role in attending to our community, it is often these representatives who are called to duty in the midst of many of our most challenging situations and conflicts.
The patient representative team from left to right: Heng Ngo, Lydia Hosbach, Faigie Tropper, Miguel Arenas, Daisy Garcia, and Oscar Matos.
This group responds with incredible grace to every patient complaint at Union Square, Chelsea, and Petrie. They show profound empathy while simultaneously navigating a complex regulatory and clinical environment – where there are frequently no easy answers. They also respond to written grievances from patients who received our care in the past, and this process is detailed and highly time-sensitive. They are also great educators about patient rights.
One thing that I love most about this group is how proactive they are about rounding to touch base with their patients before there is an issue. It’s comforting for our patients to know that they can speak with a representative any time they have a question or concern about their care that for whatever reason they don’t feel comfortable bringing to other members of the care team.
The patient representatives also track and trend these various issues and help us better understand where and how we can do better.
Thanks to this crew for their persistence, poise, and excellent service.