Nevertheless, We Persist

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This isn’t intended to be a political statement, even if it has its roots in the political nastiness and vitriol taking place in the United States Congress.

That said, perhaps it IS political. Except in this case, I’m referring to the politics of the healthcare system.

You would have to be living under a rock to have missed what will become (at least) 2017’s battle cry for finding some balance and fairness in our world. As Elizabeth Warren spoke on the floor of the House of Representatives, she quoted Coretta Scott King to explain why she felt the Cabinet nominee for Attorney General was not qualified to hold the office. She was interrupted by Mitch McConnell who cited a rule he felt she had broken. She was forced to stop, and to leave the floor of the House.

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Like Putting Ponze in Charge of My Retirement Savings – a Rant

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I live and work in Florida now. For the first time in my adult life, I live in a state where there’s a real possibility that my vote in the upcoming presidential election will make a difference. As a result, when I sit down to watch TV in the evening, I see a constant barrage of the most objectionable commercials. This candidate bashing that candidate. “Facts” that aren’t facts. Claims that have been disproved over and over again. Detestable.

You may be surprised to know that THOSE commercials aren’t the ones that upset me the most!  In fact, I no longer even hear or see them. I sort of gloss-over, or just get up and do something else.

<Beginning of Rant>

I’ve noticed, however, that during the past week, a new sort of horror has crept into TV commercial-dom.  That is – health insurance plan commercials, heralding the arrival of open enrollment, and featuring all new ways to dupe the public!  THOSE commercials are the ones that upset me even more.

Why?  Because they feature smiling faces, they make claims that they have “thousands of doctors” in their network (they all do, or they wouldn’t be in business), or that people with their insurance can get free preventive care (we all can – it was mandated by passage of the ACA/Obamacare), or that their plans are low-cost (no they aren’t – none of those plans are low-cost), etc.

But the part that really fries me – and the impetus for today’s rant – is one insurer’s claim that their customers can enjoy free consultations with the insurer’s “care managers“… As if that is some benefit to them!

Seriously?

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Breaking the Rules

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If you think about it for a minute, rule-breaking plays an enormous role in the life of a patient advocate.

Rule breaking – is one reason (even if it’s not the only reasons) we exist – a problem we fight. One reason we are hired.

Rule breaking – can be a success tactic – one way to win the fight.

Rule breaking – is one of the major factors that separates private, individual professional advocates from our hospital and insurance counterparts – the distinction that often makes the difference to patient-clients’ outcomes.

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Twisted Words Put Me Off

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Within the past few weeks, I have had one phone conversation, and have exchanged an email, with two different people who are hoping to and working to become advocates, both exchanges which resulted in very negative takeaways on my part.

And then I wondered – how many of the rest of us do this same thing, even if we never intend to come across the way we do? And if we do it, no matter how unintentionally, does it give patient advocacy a bad name, or a black eye?

Those twisted words are actually a response, or the intent of a response most of us run into every day. All that is required to fix it is a slight difference in response which results in a huge difference in the impression it makes.

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Enemies? No, But With an Important Distinction

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fistpumpA recent email exchange with an APHA member highlighted a point we don’t make often enough, and one you need to embrace so you can discuss it with potential clients. The problem is – she used it to leap to an errant conclusion, one that demands clarity.

In her email, she mentioned that she was considering joining a different professional organization, one that focuses on hospital advocacy, teaching hospital advocates how to do their jobs.  She stated that the other organization

“has multiple affiliations with those purported enemies of true patient advocacy, patient relations departments.”

What? I was so taken aback! Enemies? How on earth would anyone construe that hospital patient relations personnel are enemies of private patient advocates?

Let me be clear.  THEY ARE NOT.  Not even close. Those words should never be in the same sentence.

But somehow she had drawn that conclusion, causing me to examine why she had done so.  And while I can’t explain the leap she took, I did identify the genesis of her idea, confirmed by subsequent email exchanges, as follows:

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