We created the Patient Advocate and Liaison (PAL™) program to provide a consistent approach for handling any complaint, regardless of the source. If a complaint is received, it is then forwarded directly to us. The patient and/or family members are interviewed by the liaison, typically an Inspire Medical physician or a nurse neutral to the complaint. The physician of record is then interviewed. Facts are collected and reviewed from the patient’s chart and from the emergency department staff. The liaison acts as a mediator between the patient, hospital and the physician until a resolution is reached. A written document summarizes the complaint and the action taken, and is then forwarded to all parties involved.
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