Archive

Archive for the ‘patients’ Category

Let’s Talk About Excellence in Patient and Health Advocacy

February 26, 2012 2 comments

This post has been moved:

https://advoconnection.wordpress.com/2012/02/26/lets-talk-about-excellence-in-patient-and-health-advocacy/


Advertisements

A One Word Resolution for All Advocates

January 2, 2012 6 comments

Greetings at the top of new year, with hopes you had a great holiday season and you’re getting prepped for success in 2012.

I always feel a bit of inertia after taking a break, or a vacation, or when my world has slowed down for some deep breath-taking for awhile…. that is, my body at rest still wants to stay at rest!  And when I hear about “resolutions” – geesh – that sounds too much like work.

So, as we are bombarded by media talking about this resolution or that, I have one simple one for many of you – not much work at all.  There will be some of you who find this suggestion already ingrained in your lexicon.  But for others, it’s a habit worth breaking, or a good one worth establishing, for a few different reasons.

That habit is breaking the use of the word “patient” when we talk about the people we work with.  If you use that term, then today is your day to stop.  Instead, shift to using the word “client.”

Why?  Read more…

Revisiting Education and Patient Advocates’ Certification

December 4, 2011 Leave a comment

Attendees at our recent AdvoConnection Business Institute had a variety of topics and issues they wanted to discuss.  Follow up surveys and emails produced even more, including some questions that, over time, will be answered to our best ability.  Some will be answered during teleconference call-ins, others through our fabulous advisors, and one or two will be addressed right here on the blog.

One question that pops up frequently regards certification.  As I’ve written before, and as is true today, there is no such thing as a nationally recognized patient advocacy certification –  period.  Therefore, there is no such thing as a “Certified Patient Advocate.”

However, from the conference, came this question, “If you go through a certificate program, you are not a “certified patient advocate?” Why the certificate program then?”

I believe this question comes from a misunderstanding about why certificate programs exist.

Patient advocacy certificate programs do not exist to create “certified patient advocates.”  They exist to fill holes in one’s knowledge.

When considering health advocacy as a career, it’s rare that most have the ability to go into business with no preparation.  The key, before they start, is to go through a list of what they still need to learn.

Possibilities:

Read more…

Putting WOM to Work for You

November 27, 2011 Leave a comment

One of our AdvoConnection members got in touch after a talk he gave to his local Rotary Club.  He was disappointed in the turn-out and wondered whether all his effort was worth it.  After our brief email conversation, it seemed that sharing some of the important points might be a good idea since you might run into some of his same issues.

Those issues are based on presentation and expectations.  So let’s take a look.

Public Speaking, whether there are 5, 50, 500 or 5000 people in attendance is a great form of WOM – that is, word of mouth marketing.  In fact, there is no more powerful form of marketing than word-of-mouth. And perhaps the best part – not only is it free (the cost comes in time and effort, but not money) – but sometimes, when you get good enough at it, you might be paid to do public speaking, too. Public speaking may not be word-of-mouth in the traditional sense (someone else’s word from someone else’s mouth) but it’s WOM nonetheless.

Here’s why WOM is so powerful for patient and health advocates:  it creates a sense of trust.  People hear you speak, they see who you are as a person, they observe how well you think on your feet, and they decide for themselves what your capabilities might be.  That sense of trust is huge for our patient-clients who are putting their lives, and their money, in our hands.

Our member’s concern was that he had been promised many more attendees would be there. He had worked with the Rotary Club president on the topic, “ObamaCare” and was told there would be 15 – 18 people in attendance.  Only 10 people showed up.

When he told me the title of his talk, I cringed, Read more…

Clarifications and an Update on the Schueler Compass Award

November 21, 2011 Leave a comment

Just so you know we pay attention, three important concerns have popped up about the Schueler Compass Award, the award recently announced at the AdvoConnection conference.  These concerns came in the form of replies to the survey we took after the conference was over.  Since the surveys were completed anonymously,  and since comments expressed by one person may represent the thoughts of many, we’ll address them here, publicly, on the blog.

Concern 1:  Posted among the survey results about the conference in general was the following:

There was alot of conversation about the KS awards going to 2 members who will be on this board. Most individuals I spoke to felt that if these 2 women were chosen, then they should not have been on the board to choose the candidates.

My response to this question:  I had hoped to be very clear during the conference announcement that the first three winners of the award were chosen only by Alexandra Schueler, Ken’s daughter, and me (Trisha Torrey). Our goal for the first winners was to find the people who, first, would illustrate the ideals the award stands for, and second, were good friends of Ken’s. Further, we needed to address the balance of clinical and non-clinical advocates. We hoped they would accept the award, and then agree to serve on the committee to choose subsequent winners.

And that’s exactly what happened.  Further, none of the three of them knew they were receiving the award until the day of the conference.  If you know any of them well, they were as surprised as anyone was!

Concern 2: From the same comment above, it continued:

It was not clear what the critieria was for the award & it seems to make sense to have the candidate also be someone who does alot of volunteer advocacy… Just some thoughts, but I believe some ideas should go out to the Premium Members… Several expereinced advocates seemed very disturbed by the way this award was handled…

The criteria are clearly spelled out on the website and on the application.  Of course, at the conference, due to time constraints, we listed only the titles for each of the attributes.

As for whether volunteerism should be included as one of the important attributes:  it’s good feedback and by all means, volunteerism can be considered in another year by the committee.  For now, if you want to include volunteer advocacy on your application, then do so in either the Empowerment or Community Visibility descriptions.

Concern 3:  Time. The original deadline for application for the Schueler Compass Award was December 1, giving advocates about one month to apply.  Complaints were made that we aren’t allowing enough time, especially with looming holidays… and because we don’t want someone to miss applying due to time constraints, we are moving the deadline to January 15, 2012, providing an additional six weeks.  You may nominate yourself (which is what we expect most of you will do) or you may nominate someone else.  The dates for decision-making and subsequent public announcements have been moved forward to accommodate for the new application deadline, too.

I hope this clarifies these concerns.  The award is meant to honor both the winners and Ken, too – but another important intent is to set a lofty bar for others to aspire to.  Recognizing individuals for their achievement of these high ideals elevates the entire profession.

We hope you’ll make application soon to be considered for the Schueler Patient Advocacy Compass Award.

——————-  LEARN MORE  ——————-
FOR PATIENTSFOR ADVOCATES |

Patient Advocacy on the Cusp of the Tipping Point

November 14, 2011 3 comments

A tipping point:  a dictionary definition will tell you that it means “the crisis stage in a process, when significant change takes place.”

And for patient and health advocacy – we are almost there.  Almost at the tipping point.

I first learned the term when I read Malcolm Gladwell’s book by that title, The Tipping Point.  I learned that the term is borrowed from epidemiology.  That is, when a contagious organism infects enough people to go from just a few sick people, to hundreds, or thousands or millions – the tipping point occurs in that modicum of space or time, when all of a sudden it switches from almost epidemic to being an epidemic.  It’s when that threshold is crossed.

Another way of looking at it comes from Hollywood – when an “overnight success” is recognized, even though he or she has been acting, singing or performing for many years prior to that point. But that point between when few know who s/he is and millions recognize his/her name – that’s the tipping point.

Tipping points don’t happen by themselves.  They require a set of circumstances that make the tip happen.  Gladwell describes types of people who make them happen:  connectors, mavens and salesmen, all of whom have a role in helping a concept cross that threshold to become mainstream.

In the past week, two people have shared links that indicate to me that we are almost there.  Both are quotations from well-known or well-regarded people who have identified or described what patient advocates are doing, thereby moving us closer to the mainstream.  These aren’t people who are involved in patient advocacy, meaning these quotations are in no way self-serving.  They are observational – and powerful.

Read more…

And Above All – Establish Trust

October 24, 2011 Leave a comment

For many years I’ve heard from patients across the country with questions about their healthcare. Not medical questions; rather questions about something in the healthcare system that isn’t working the way they want, or expect it, to work.  They can’t get their doctors to answer their questions, or the insurance company has turned them down for a test or treatment, or they got a bill they didn’t expect – or – ______ (fill in the blank with hundreds more questions!)

There is one theme that runs through every question;  that is – a lack of trust. In every case, the reason they are turning to me is because they don’t trust either an answer they’ve been given, or they don’t trust the person or entity who gave them that answer, or both.

A trust gap has developed, a chasm really, that’s growing wider, between patients and the traditional system of obtaining healthcare. The more they need, whether it’s more medical care or more answers about that care, the less they are getting. That widening chasm represents rationing – of care and communication.  The more care and communication are rationed, the more frustrated patients become and their trust erodes even further.

When vulnerable people can’t trust, then they become desperate. That’s often the point when they go in search of someone to help, and more and more frequently, that person they are hoping will help them is one of us – a patient advocate.

Read more…