Last week I shared with you the problems I had with my coffee pot which burned and melted its insides – and then, while shopping for a new one, it reminded me of a lesson in making sure we advocates take care of the little things.

My point was that we get hired for the big, important things that our clients need, but that our relationship with them, and our further ability to market our practices, is often dependent on the little things we take care of during the relationship. If we drop the ball on the little things, then they can have a huge negative impact for us going forward.  Mismanaging our clients’ expectations can spell the end for a practice.

This week I was going to tell you about a way you can get the feedback you need from your clients to be sure you’re meeting / exceeding their expectations…. (and don’t worry – I won’t forget – we’ll catch up to that soon)….

And then, an email exchange this week with a woman who I’ll call Lena, who hired a private, independent patient advocate with whom she is very upset. Even if the story she describes in her email is only half-true, I can see why she would be upset. And – holy cow! – how it proves the point from the “little things” post!

Lena’s first email was one simple question:

Would you know if there is anyone I could contact about a private  advocate who mishandled my case?

My reply to her was that there is no governmental body that licenses advocates and could receive a report, but that if the advocate is a member of the Alliance, I would try to facilitate a conversation on her behalf.

Lena’s next email sent chills up my spine:

I actually want to sue this person but wanted first to find out if there is any governmental agency-as you refer to it as- they answered to. I am appalled to hear there is not! I essentially put my life into this person’s hands and am finding out there is no culpability with the government over actions or words? This is a medical travesty, regardless of the fact the advocate is a nurse…. not only a menace but a disgrace to the profession of Patient Advocacy.

I did confirm that the advocate in question is a private advocate. I also know the major reason the advocate was hired (not to be disclosed here.) Lena’s next reply to me went on in very specific detail about the advocate’s transgressions – the reasons she wants to sue. I won’t discuss them here, but I will tell you that they are focused on a report issued by the advocate, with information Lena considers private, that she believes should not have been shared, and which will have a very negative ripple effect on Lena’s ability to get some of the things she needs going forward. (I will also tell you that this does not relate, as near as I can tell, to any pain medications or substance abuse.)

I do NOT know who the advocate is. No name was shared. I have no idea where either the advocate, nor Lena, lives and works, nor do I have any idea if the person is a member of the Alliance. I only know what Lena has told me. I have not heard the advocate’s side of story – it’s entirely possible that some of the “transgressions” were required by law, or were out of the advocate’s control.

But the truth is – it doesn’t matter what the advocate’s side of the story is.

The point here is that Lena is upset and wants to sue the advocate. The damage is done. The advocate has taken care of the big picture on Lena’s behalf, but in doing so, has (in Lena’s estimation) violated Lena’s privacy.  Whether or not the advocate has broken the law, this client THINKS the law has been broken. It’s the client’s PERCEPTION that the advocate has done something wrong.

I don’t know if the advocate has insurance, but I certainly hope he or she does.

So in the midst of talking about relationships being based on the “little things” – last week’s post – we get proof positive that yes, we are all vulnerable. The advocate was able to accomplish the big assignment he/she was hired to do. But in doing so, violated the lesser expectation – privacy. And now he or she will possibly be sued.

Here are some takeaways for all advocates:

1.  Realize how important the “little things” are. Even when they aren’t so little (privacy isn’t really little at all) – even if they are secondary to the main assignment; they can make or break your success.

2.  Understand your role in keeping your clients’ information private.  Whether or not we are considered “covered entities” – whether or not we are violating the law if we expose client information – clients expect (and should be able to expect) their privacy will not be violated. Never violate that trust.

3.  If you are not up-to-date on your professional liability or errors and omissions insurance, then get yourself insured immediately.  If you don’t have insurance and can’t find anyone who covers you, then join the Alliance of Professional Health Advocates – we can give you access to the right insurance.

And then – say a little prayer for Lena AND her advocate.  The future is rocky for them both.

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