Tue, Aug 25, 2026 at 12:00 AM

Marshall Medical’s new patient advocate works to improve hospital stays

Marshall Medical Centers’ first patient advocate works as a liaison between those trying to navigate a hospital stay and the medical team providing medical care.

Patient Experience Coordinator Heather Brazelton, a retired Arab High School teacher, has been in the position since last November. Her job is to ensure that patients understand their treatment, have their questions answered and get complaints addressed.

“The Patient Experience is all about the experience,” she told a crowd of seniors attending a GoldCare55+ Lunch N’ Learn. Plans are being made to hire a second person to serve as patient advocate at Marshall Medical South in Boaz.

As the Patient Experience Coordinator, Brazelton visits inpatients at Marshall North on the first or second day of their stay to assess their satisfaction and to identify and address any concerns. She then communicates any immediate needs or concerns to the nursing staff and department leaders

Known as the human experience of healthcare, improving patient experience is a high priority and an essential pillar for modern hospitals. It breaks down to three main principles:

• Hospitals cannot claim high-quality care if patients feel unheard, disrespected or confused—even when clinical outcomes are good.
• Patient experience data helps hospitals identify strengths and gaps, improve care delivery and protect financial sustainability in value-based payment environments.
• Every role—clinical and non-clinical—affects patient experience. Small interactions accumulate into lasting perceptions.

To further affect positive change for patients, Marshall Medical created a Patient and Family Advisory Council (PFAC) which is a formal group of patients, family members and health staff who work to improve hospital care, safety and services. Brazelton meets with PFAC members quarterly in an effort to make long term recommendations to prevent issues from recurring.

Brazelton also serves as the hospital contact for complaints and grievances. She manages the patient advocate phone line (256-571-8072) and responds to concerns reported by any patient, family member or visitor. She communicates with staff and leadership to facilitate resolution for complaints and grievances.

The GoldCare55+ program is sponsored by Marshall Medical Centers to promote a healthy lifestyle by seniors in Marshall County. Membership applications are available at hospitals. For more information on Lunch N’ Learns or travel, call (256)571-8025.