The process is similar in all languages. I think it is more complicated when the languages are not the same. Our interpreters are starting to enter more complaints on behalf of our Spanish-speaking patients, who may have difficulty doing so on their own because of language and also may be reluctant to complain because of cultural predispositions. There is some overlap, but speaking from the perspective of our department, I see Social Services as tending to work more closely with outside service agencies in finding specific, often official, resources for patients. Our role tends to be more advocacy.
Patient representation is the protector of patients' rights and the grievance mechanism.
One year at Christmas a liver transplant patient was dying, and her goal was to get her two boys, both pre-teens, bicycles for Christmas. She died before Christmas with peace of mind. The Morris fund approved the purchase of two bicycles. Francie Souza, our senior patient relations representative, went with the woman's husband to a store to pick out the bicycles. We've organized weddings.