Patient Advocacy

We are here for you.

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At James Madison University Health Center, all of our staff members understand ourselves to be partners with patients and other users of our services and advocates for their care, recovery and health. We hope everyone who uses our services will ask questions, state needs, express concerns or problems, and offer feedback to any staff person involved in their care or in administrative processes connected with their visit.

We value your feedback as it helps us to continually improve the care we provide to all our patients. (See Patient Rights and Responsibilities Below).

Our goal is to provide care that is considerate and respectful of your rights and needs as a patient. If a concern should develop while you are in our health center, we are committed to addressing your concerns promptly and we will make every effort to help resolve it in a timely manner.

We encourage you to inform us of any concerns you may have about the service and the care you receive. Bringing a concern to our attention will not, in any manner, serve to compromise your care or future access to the services at James Madison University Health Center.

It is important for you to ask questions and participate in your treatment plan whenever possible. We value and respect your role in making decisions regarding your care.

You may speak with your physician or nurse about your issues and concerns. In the event you do not feel satisfied with their response, you may contact the Patient Advocate's office at 540.568.7777 or email:
patientadvocate@jmu.edu

 

The Role of the Patient Advocate: 


The Patient Advocate is available to facilitate interactions with the University Health Center around any health care-related concerns, questions or compliments.

The Patient Advocate Coordinator may be helpful in situations where:

  • A concern did not become evident until after the visit
  • The person has a concern, but does not know with whom to talk
  • A person needs a "third party" to hear or help them communicate a concern
  • A person wants to ask a question, make a suggestion, register a concern, offer feedback
  • Providing assistance navigating health care concerns, suggestions or questions
  • Assisting with special needs arrangements

Special Needs:

UHC is prepared to meet the general health care needs of students. A variety of access services are available in collaboration with the JMU Community such as: Dining Services, Disability Services, Residence Life, and other departments should the need arise.

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Upon Receipt of your call, the Patient Advocate can:

  • Listen to your specific complaint.
  • Ask questions to clarify and better understand your question, concern, complaint or comments.
  • Discuss what possible options are available to resolve your concerns.

Confidentiality:

Your conversations with the University Health Center's Patient Advocate are considered to be confidential.

Patient Rights:

  1. You have the right to privacy and confidentiality regarding your medical care and medical records. Your medical records will be released only in cases of medical emergencies, in response to court ordered subpoenas or to persons you specify with your written consent.
  2. You have the right to receive the necessary information to participate in decisions about your care including cost, risk benefits, limitations of and alternatives to diagnostic and therapeutic modalities.
  3. You have the right to request a health care professional of either gender.
  4. You have the right to be treated in a professional, courteous and caring manner, which does not discriminate because of age, race, disability, handicap, national origin, religious beliefs, gender, sexual orientation or veteran status.
  5. You have the right to information regarding fees for services. This includes being notified of what services may be involved, additional charges, the nature of the charges and methods of payment.
  6. You have the right to a second opinion or appropriate referral.
  7. You have the right to express suggestions and concerns in an appropriate manner.
  8. You have the right to know the names and positions of people involved in your care by official nametags or personal introduction.

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Patient Responsibilities:

  1. You have the responsibility to ask questions if you do not understand the explanation of your diagnosis, treatment, prognosis or any instructions.
  2. You have the responsibility to follow instructions concerning medications, follow-up visits, education recommendations, and other essential steps in your treatment plan and to notify the health care provider if this plan cannot be followed or if problems develop.
  3. You have the responsibility for treating University Health Center personnel in a respectful manner.
  4. You have the responsibility to arrive as scheduled for appointments and to notify the University Health Center in advance in case of canceled appointments.
  5. You have the responsibility for following all rules and regulations that are posted within the University Health Center.
  6. You have the responsibility to carry adequate health insurance, be familiar with policy coverage and provide information necessary to process your insurance claims by other medical facilities to which you may be referred.
  7. You have the responsibility to pay any charges billed to you.

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Contact Information

Patient Advocate Coordinator
Phyllis Anderson
Phone: 540.568.7777
e-mailpatientadvocate@jmu.edu

Patient Advocate Hours

Monday through Friday
8:00 a.m. to 5:00 p.m.,
Thursdays
9:00a.m. to 5:00 p.m

All requests are welcome, including positive comments and recommendations for improvement.


All communications are kept in the strictest confidence.

 

Patient Rights

 

Patient Responsibilities

 

Special Needs

 

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