Part IV: The Dirty Dozen Skills, Abilities, and Attributes of Successful Health and Patient Advocates and Care Managers

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And, finally, the fourth and last in our series of skills, abilities and attributes that all successful advocates and care managers must.

We’re wrapping up with 3 additional concepts that are important to the success all private advocacy and care management practices.  Yes – I know the total will be 16 (and we promised only a dirty dozen!) – see Part I about my inability to count 🙂 )

Which of these describe you and your abilities?  Which of them do not?  Where do you go from here?

Do your own assessment! 

 

14.  Never forget  your Allegiance. Allegiance is the foundation of a private, independent advocate’s or care manager’s work; that is – because the patient or caregiver (or someone else whose sole allegiance is to the patient) hires you, your entire focus is on what’s best for him or her.

That is the one major distinction between private, independent professionals and those who work for an organization that profits from the healthcare system. Hospital advocates, insurance advocates – their allegiance is to the companies and systems they work for. While their hearts may be in the right place, and patients may THINK they are being helped, these system-paid advocates are too often, even frustrating to them, unable to offer the best help.

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The Birdcage: How to Ruin a First Impression

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Many readers know that my husband and I moved last year to Florida from Upstate NY, where – yes, thank you! – we have truly enjoyed this winter. No shoveling, mostly mild temperatures, lots of sun, and golf! – a big change from the past many winters.

So here in our new home in Florida we’ve decided to bring some of the outdoors in. Or maybe we’re going to take some of our indoors out. Whichever way you look at it, we’re getting ready to build a “birdcage,” a screened room which will be attached to the back of our house.

We began by soliciting estimates from four different birdcage builders, inviting them over to discuss our project.

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Can’t Decide?

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Today’s post will be short and sweet (for a change.)

It’s about making a decision. It applies to ALL decision-making processes.  It popped up in the past week several times, in these scenarios:

  • Conversation with an APHA PACE member. She could not decide whether to quit her job to start her practice.
  • Conversation with an APHA Premium +ADL member. His potential new client could not decide whether to sign a contract with him.
  • Conversation with a potential APHA member: She could not decide whether to join APHA or buy The Health Advocate’s Start and Grow Your Own Practice Handbook.
  • Visiting friends’ conversation: Should we go out to dinner or eat in tonight?

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The 2017 Advocates’ Challenges

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Since I started this blog, and as each new year begins, I try to think of ways to challenge advocate-readers (and advocate-wannabe-readers) with ways they can improve their work, their results for clients, and their businesses, too.

This year, that task is so very simple.  Unfortunately, that’s not the good news. Sadly, it’s more like the bad news.

Bad news – because this year’s challenges all come from complaints and problems I’ve been asked to respond to – or even fix – in just the past few months. Oh how I dislike this part of my work!  I hate dealing with complaints – hearing them from people who feel they have been wronged, attempting to be reassuring, defending some of the actions they think were wrong….  And I hate fixing problems, no matter whether I caused them myself, or they have to be fixed for someone else. I suspect you feel exactly the same way.

My biggest concern, which you’ll understand as you read this post, is that not attending to these problems may invite even bigger ones.

So today I’m going to address three of them, all of which YOU can pay attention to, and make sure you’re doing them right yourself. They set the stage for this year’s challenges, turning negatives into positives. There are lessons – and challenges – here for us all. Continue Reading →

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Shooting Your Advocacy Practice in the Foot

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Readers of this blog may remember that my husband and I have been in the process of moving – from Upstate NY (where they had 40 inches of snow last week!) to Central Florida. (No, no snow here so far 🙂 )

Moving is a bear – there are no two ways about that. Ours took place in two stages: first to a rental house, putting 75% of our household goods into storage. Then Stage Two, this past week, moving into our newly built home, bringing our goods out of storage. Now, of course, we’re trying to make our way through all those boxes, put everything away into its new place, learn to live in a new space, dig through the chaos that any move entails, all the while wailing “This is the last move! No more! Too much!” 

Many of you have been there, and done that.

As I did during the early part of the move last spring, I’m going to share with you a couple of lessons gleaned along the way of the move because they are about working with people – the bread and butter of any advocacy business. They are so important, they can make or break your business.

The moving business is a service business, just as advocacy is a service business. Moving is extremely stressful just as any healthcare challenge is stressful. That makes it incumbent upon any service provider who supports clients going through stressful events (from advocates and medical providers to movers) to make stress relief part of their jobs.

The basics of stress relief are communications and consistency. You have to do the work, and you have to do it well and correctly, of course. But if you can’t communicate effectively, manage expectations, or be consistent, well – you are shooting yourself in the foot. Lack of those basics will undermine your success.

I would never again hire The Mover who moved us from New York to Florida. The reasons provide some excellent lessons for today’s post.

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