Patient Relations

Your Personal Advocates

The Patient Relations Department at Cancer Treatment Centers of America (CTCA) at Southwestern Regional Medical Center is committed to making you and your caregivers as comfortable as possible during your visit with us. We want your experience here to be unlike any hospital you have been to before.

Your Personal Advocates

At Southwestern, you and your caregivers have a voice in your care. Our patient relations team is here to provide you with guidance and support and address any concerns you may have. Our team includes dedicated representatives who act on your behalf while remaining fair and objective. Our patient relations representatives are patient advocates. We make patient satisfaction and patient rights a priority.

The overall focus of our patient relations team is you—the patient. We want you to feel acknowledged, understood and respected, using the three R’s to guide our actions: Recognize, Respond and Resolve. Should an issue arise, our patient relations team will promptly address it by collecting information about the issue, working together with other Southwestern departments for resolution, then using the information to make changes for the future (while making sure to keep you out of the center of conflict).

Patient Relations Services

Our patient relations representatives provide a variety of services to you and your caregivers, including the following:

• Coordinate new patient orientation
• Maintain the New Patient Care Guide
• Develop patient education and activities calendar
• Host patient activities
• Host patient focus group sessions
• Coordinate the patient satisfaction survey process
• Conflict resolution

New Patient Orientation

At CTCA, you don't have to figure everything out on your own. When you first arrive at Southwestern, a patient relations representative, called our New Patient Liaison, will meet with you and your caregivers and introduce you to our facility and services. They will also follow up with you to address any questions or concerns you might have to ensure your expectations are met.

Concierge Service

We offer a Concierge service at Southwestern. Our Concierge service is an information station for the hospital. Our Concierge welcomes guests and offers assistance in directing them to the right location. In addition, our Concierge serves as backup to Southwestern’s Transportation Department, helping with luggage, wheelchairs and parking cars.

Patient Activities

Our patient relations team is at your service. We coordinate and host patient and caregiver activities, including weekly outings. With the help of our Transportation Department, we take you and your caregivers to the art museums, the aquarium, the Performing Arts Center, ballgames, movie theaters, shopping centers, and various Tulsa current events.

Patient Focus Group Sessions

Patient focus group sessions are an opportunity for you and your caregivers to voice any concerns, compliments or suggestions to CTCA administration and staff. These focus groups provide us with information about how to better meet your needs. These sessions are also an opportunity for you to be with others who are going through similar situations - to share thoughts and feelings.

Patient Satisfaction Surveys

We also use Patient Satisfaction Surveys to gather feedback from you and your caregivers. These surveys are an opportunity for you to anonymously provide any comments you may have about CTCA or your care at Southwestern. Our patient relations team uses a sophisticated database program to document and track feedback from these surveys to resolve issues promptly, and to improve future practices/processes.