10 Lessons Patient Advocates and Navigators Can Learn from the Superbowl

Posted by:

(first published in February 2012)

I’ll confess that I’m not a big football fan.  And I’m certainly not a big fan of sports metaphors (which actually drive me crazy in business because I think they are exclusionary – not everyone understands them.)

But I am a fan of learning good business lessons from the experiences we have and the activities that are going on around us.  And the lessons we can pull from the Superbowl are, well… super.  So please forgive the sports metaphors for the moment, and see what you can learn:

1.  The Superbowl is about excellence.
Only the top two teams in any given year are invited to play in the Superbowl.  Beyond the fact that they have won so many games, they are also talked about in the most glowing terms.    As advocates and navigators, we can strive for that same high regard by performing our services with excellence so that those we work about talk about us in those kinds of glowing terms, too.

2.  The Superbowl is about branding, outreach, and promotion.
Even if you aren’t a fan of one of the Superbowl teams, you know who they are,  what cities they are from, and other assorted details, simply because you can’t miss them. No matter what time of the year it is, if someone talks about pro football, they mention the Superbowl, too.  The lesson from this is very clear.  Let your potential clients think of you anytime someone mentions medical challenges or illness.

3.  The Superbowl is about outcomes and bragging rights.
Every pro football team aspires to not only make it to the Superbowl, but to win it, too.  There are a number of ways we strive to “win” as advocates and navigators.  One is that we can “win” a client when they decide to work with us.  But of even more value is the “win” of helping that client find improved medical outcomes (or money outcomes) because we did our work well. Wins mean bragging rights – and that tells us to remember to ask for testimonials and endorsements, too.

4. The Superbowl is about teamwork.
Individuals don’t play in the Superbowl – teams do.  Those teams are comprised of individuals who work well together, but none could ever be there if “together” wasn’t a part of the mix.  As advocates and navigators, even if we are sole practitioners, there are still many reasons to view our work in teams:  with our clients, their providers, employees, contractors, advisors/resources, and others. There is strength in that team approach.

5. The Superbowl is about inclusion.
While the game itself is comprised of just those two teams, the event tries to include everyone.  Rare is the Superbowl conversation that doesn’t also mention the commercials.  Those entertaining commercials bring in a whole new set of viewers and fans – people who otherwise would never consider tuning in. As advocates, we strive to get our messages in front of other audiences, too.  How can we do that?  By providing something they are interested in – even if it’s not our core business.  A hospital-bedside advocate could give a talk about staying safe in the hospital. A medical billing advocate might blog about the effects of healthcare reform….  The Lesson:  Be inclusive of new audiences.

6. The Superbowl is about coaching.
None of us will succeed without listening, learning from and engaging with those who can help us.  Anyone who tries to do this work without staying up on the practice will not succeed in the long run. This new career of patient advocacy and navigation changes dramatically, sometimes week-to-week, at a minimum month-to-month…. always. Unless you subscribe to an organization that will keep track of changes, or take courses or classes to grow your capabilities, you’ll find yourself left behind from this fast-moving service career.

7. The Superbowl is about coopetition.
Most of us think that the Superbowl is a competitive game that will have a clear winner.  And it is.  But the reason it is so popular, so infused in the American psyche, is because it is coopetive.  Coordinating this event year after year is THE fulltime job of perhaps thousands of people, ranging from those who are involved in the game itself, to those who sell or produce the commercials, to those who must prepare and protect the venue, to those who write about it, or keep the history of it.  Those folks compete with others, of course.  But it’s the fact that they all cooperate that makes it all work.

8. The Superbowl drives us to alternatives.
Honestly, I get sick of the hype.  And while I usually like to watch NBC, this year, I have changed the channel because, frankly, I get sick of so much of life being about the Superbowl.  The lesson in there for us advocates is:  don’t be overbearing.  When it comes to your own promotion or interest, learn where the boundaries are so your message will get across, but you won’t be dismissed by those who are tired of hearing about your work.

9. The Superbowl is about analysis.
In any business – whether it’s the Superbowl or patient advocacy – assessing what worked, what didn’t, strengths and weaknesses, successes and failures, is what shepherds us into the future.  Strengths and successes give us the opportunity to showcase and promote our work, plus the sense of satisfaction.  We can assess weaknesses and failures to determine which parts of our work need to be changed or at least adjusted, perhaps dropped, or even reinforced.  Every client interface, every marketing outreach, and other aspects of our business, too, provides an opportunity for analysis.

Bottom line – whether or not you care one wit about watching the Superbowl – or sports metaphors – there are lessons we can take away and apply to our work as health and patient advocates and navigators.

I came up with 9 lessons – can you suggest #10?  Please add your lesson in the comments section.  (Giants? or Patriots?)

——————- LEARN MORE ——————-
FOR PATIENTS | FOR ADVOCATES

2

Improving Patient Relationships – What I Told the Providers

Posted by:

To say my trek to Alaska was overwhelmingly positive wouldn’t begin to touch the real experience.  Alaska itself was glaciers, salmon, midnight sun, king crab legs, and learning that in Fairbanks everyone has an extension cord popping out the front of their cars, so they can plug them in during the winter to keep the engine and oil from freezing. Who knew?

But the most fulfilling experience was working with the people who attended the workshops I taught.  Warm, open, receptive, fun, willing to participate and learn, they were doctors, nurse practitioners, nurses, nurse educators, dieticians, pharmacists, a psychiatrist, front desk people, techs of all flavors – you name it, they were there.

Since this invitation to speak to providers first came along last February, I have looked forward to the opportunity with excitement – and a bit of apprehension.  I’ve often stated my own disapproval of doctors who write books to tell patients how to be smart patients. I consider it to be a bit like the doctor-foxes telling us chicken-patients how to behave in the hen house.

So it was a little unnerving to realize that, in effect, I was doing almost the same thing – being the patient-fox telling the provider chickens how to behave in THEIR hen house!  But my apprehension was unfounded.  I was well received – even embraced.

The topic:  Improving Patient Relationships.  The basis:  The health systems in Alaska are mostly government-based.  A large percentage of the residents are either military, or military veterans, or native Alaskans who get free healthcare – many of whom have a sense of entitlement and little patience for a system that isn’t ready to serve them at the very moment they want to be served in the very manner they want to be served.  It won’t surprise you to learn that there is a lot of frustration to go around.  The goal:  to provide tools to these providers to help them serve their patients better by improving the relationships they develop.

Continue Reading →

0

Need to No – Giving Too Much

Posted by:

One of my favorite things about patient advocates and navigators is that they are very generous, kind and giving people. They figure out what needs to be done, and they step up to the plate to do it.

But one of my frustrations with patient advocates is that some are too generous, too kind, too giving.  Too many have never learned where to draw limits, how to assess when they’ve taken on too much, or are in danger of taking on too much. They just don’t know how or when they “need to (say) no.”

Conversations with two APHA members remind me of this.  And it’s worth sharing with you because it may give you the kick in the backside needed to learn to say no when you know you should.  Sometime before you begin dropping all those balls you’re juggling.

One case is an advocate who I will call Molly.  (We have no members named Molly, so don’t try to figure out who I’m talking about!)  She lamented the fact that she just didn’t have enough work, and was worried about keeping her business afloat – yet – she told me how busy she was with clients. I finally figured out that all those clients were people she was helping for free.  They needed help, they could not afford to pay her, so she just began helping them anyway.

How very generous!  Remarkably generous, really.  And I applaud her for that – except – in effect, she was volunteering her way right out of business.  All her time was being spent helping those folks for free, instead of doing marketing, making phone calls, drumming up some speaking opportunities – tasks that could help bring in paying business.

Not to mention the level of stress  (and loss of sleep) when we are not only overworked, but worried that business isn’t going well.

“But,” you say. “Those people need help too!”  And I agree.  But there needs to be a point where you realize that if you spend your time working for free, and don’t stick to building your business, you will go out of business.  At that point, you can’t help anyone all.  No one. Not on a paid basis OR on a volunteer basis, because you will have to go out and get a job that will make up the difference. It’s not worth it.

The solution?

Continue Reading →

0

What Health Advocates Can Learn from 9/11

Posted by:

With the demise of Osama bin Laden, I’m reminded of experiences I can share with patient and health advocates and navigators that will help us do our jobs better.

Many readers of this blog know that the reason I do the work I do is because I was diagnosed with a rare, terminal lymphoma in 2004.  Being told I had a terminal disease was heart-stopping and terrifying. Even today there are certain triggers that drum up all that emotion. Post traumatic stress rears its ugly head….

Of course – I don’t wish that for anyone who ever reads this blog!  However…

I believe that to truly understand how horrifying such a diagnosis is, you have to live it.  But if you have never lived it, I can give you a metaphor. If you will give this some thought and embrace it, you will become a better advocate, because you will better understand how your client feels.

Close your eyes, and think back to 9/11 – and 9/12, 9/13, and those subsequent weeks and months….  Think back to the moment you watched those planes fly into the World Trade Center on TV, heard the news, saw the photos, spoke to a loved one, cried.  Embrace the fear you felt.  Remember that horrible feeling that we in America had lost our innocence, but even worse, any sense of security we had felt our entire lives to that point. We became afraid of doing ordinary things – being in crowds, flying in planes – our everyday lives were disrupted in ways we never could have imagined.  And – we knew we could never go back to the innocence of 9/10.  We had to learn to deal with it.

Continue Reading →

0
Page 8 of 8 «...45678