It arrived in my email a few days ago – a demand for a reply.
It came from a person who reads my articles at About.com. She had sent me a question the day before regarding trouble she was having getting copies of her records from her doctor. I had not yet responded to that email.
The second one arrived, shouting in capital letters: WHY DIDN’T YOU ANSWER MY QUESTION? I SENT IT YESTERDAY AND YOU HAVEN’T ANSWERED IT YET!
There it is. A simple example of that sense of entitlement we all seem to be dealing with. I get it in email. You, as a patient advocate, probably get it more from phone calls from potential clients. They phone you with questions – and think you should just give them the answers they need, as if you have time to just sit by the phone and answer questions for people, for free, day in and day out.
Like you owe them something.
Some even get mad if you don’t give them what they want! One advocate told me about a phone caller who “ripped her a new one” because the advocate wouldn’t go to the caller’s home to try to convince her husband that he needed medical care.
Another advocate shared an experience with a potential client who was upset that he would be charged for her advocate services. “That’s what I pay my taxes for!” he exclaimed.
Let’s call them YOMs, as in, You Owe Me!
There are a few reasons I can think of for the existence of YOMs:
(No – that’s not Dad in the photo – but this gentleman is quite representative!)
Last week I shared notes from my father’s hospital bedside as he began his recovery from back surgery. The majority of his hospital stay was safe and successful, although we continued to have big problems managing his pain throughout.
Dad was discharged to a skilled nursing center to convalesce and begin rehab. He’s well on the road to recovery. We have much to be thankful for.
As mentioned previously, my work does not typically include helping individual patients with their healthcare challenges. I write and speak on advocacy topics, but one-on-one is not how I spend my typical day… So this hospital experience with Dad was quite the eye opener.
And what I learned is that being a successful patient advocate means learning how to nail jello to a tree. (Just picture it….) And it raised my esteem even further (if that was possible!) of all of you who work side-by-side with patients every day.
I do not know how anyone gets out of a hospital alive without having an advocate by his or her side. OK, I don’t think it must always be a paid, private advocate who pitches in. A family member, or someone who knows about the necessary safety measures will be able to catch most of the smaller problems. But I learned that for those of us who are not experienced, it is impossible to anticipate the “saves” that professional advocates perform. And the magnitude of those “saves” is what is important. They can be life-saving.
Some examples of the ones I caught:
Dad had back surgery Friday morning.
As many of you know, I don’t ordinarily work as a patient advocate. My work is about supporting patient advocates – so I look at these kinds of experiences as opportunities to learn, and to use some of the excellent advice I’ve learned from many of you over the years.
I’m relieved to say – I haven’t had much opportunity to make a difference! Dad’s care has been quite good. So, as his advocate, my last 72 hours have been…. well…. boring.
But there have been a few things I have observed, and a few things I’ve learned, to share with you. And two “saves” that may have been important – although – I prefer to hope they made no difference. More about that in a moment.
When I glance at the many topics our AdvoConnection members post about in the Forum, I find certain people posting on certain kinds of topics. That leads me to believe that they have special interests – or expertise – in those topics….
Which leads me to thinking that the patients and caregivers who are hiring them have interest in those topics, too.
So why not use them in marketing?
- One such topic has developed around interest in integrative approaches to care. At least one of the health advocacy educational programs was developed to focus strictly on integrative care. A handful of our member advocates have taken coursework, or have otherwise developed special interests in integrative care – and I know from questions that come to me from patients that they are interested in integrative care, too.
Lately I’ve run into questions and discussions about patient advocates or navigators and HIPAA , so it seems a good topic for today’s post.
I’ll begin with a disclaimer: there’s no one on this green planet that can give you ALL the answers as they relate to HIPAA! No, not even the lawyers who live it every day. It’s complex and daunting. But there are some basics that might be useful.
Here are the basics that can be useful to advocates:
1. It’s HIPAA, not HIPPA. HIPAA stands for the Health Insurance Portability Accountability Act. Notice, it doesn’t say anything about information (which is what it’s really about), nor does it say anything about patients.
2. HIPAA was originally intended to protect patient information from falling into the “wrong” hands electronically. The laws were passed in the 1990s as fax machines were being used more and more and the Internet was beginning to be used to share personal information. HIPAA was intended to address any sort of electronic sharing of records.