I am often in the role of being an advocate for my clients during a hospitalization or visit to the emergency room when there is no family available. This is so important when there is a serious illness or cognitive impairment, and a person cannot be an advocate for themselves.

If you are faced with an unexpected hospitalization of an elderly relative, here are some essential things to know and do to make this potentially stressful and frustrating experience go more smoothly.

1. Find out who the case manager is on the floor or unit your relative is on. The case manager’s role is to facilitate patient care and time in the hospital and coordinate the discharge and any services or follow-up needs the patient might have. Get to know the case manager and make sure they know pertinent information about your family member and how to contact you with updates.

2. If you are having difficulty speaking to the doctor, find out when rounds are, and be in the room at that time. Asking questions face to face, rather than over the phone is sometimes more productive. Waiting at home for someone to call you from the hospital with information can also lead to frustration and stress.

3. When it comes time for discharge, make sure you are comfortable with the plan and have all your questions answered. If you are not comfortable with the plan, speak to the case manager about this. Medicare requires that you are given notice of the discharge, and time to obtain the information you are seeking. You can also decline and appeal a discharge you feel is unsafe. Speak to the case manager if this is the case.

4. If you are unhappy with the care being provided or with something that has happened in the hospital, seek out a manager or supervisor in the Quality Management Department to discuss this situation.

5. Finally, understand that the hospital is a fast-paced environment, and there can be pressure on the staff to move patients through the system quickly since this impacts the hospital’s reimbursement from insurance companies