May 18 2015

Surprising Wisdom from Chipotle Will Make Your Day

pathwithflowers

 

About once every five or six weeks I splurge on Chipotle for lunch. Love it – guacamole and all (Have you tried their corn salsa? Yum.)

On my most recent visit, I did something I had never taken the time to do.  I read the take-out bag. That’s right. If you have never purchased take-out at Chipotle, you may not know that there is a great deal of what looks like plain old text on the bag. I had never paused to read it, assuming (uh-huh) that all that text was just promotional in nature – and who has time for that?

But I was so wrong!  And today I want to share with you Chipotle’s wisdom, or as they call it, Cultivating Thought – borrowed from well-known authors from across the world. This story, called Two-Minute Alchemy, was written by Paulo Coelho. I share it specifically so you can then share it too – some love for yourself, your growing-older loved ones, and your clients for whom it may apply as well.

It starts here:

chipotleexcerpt1

 

Link here for the rest of the story….

 

Save the conclusion to the story for times when you’re feeling as if you aren’t making a contribution the way you would like to, or being recognized for your efforts – an important reminder of the value we experienced, older advocates bring to our clients, far beyond what those who have not experienced LIFE can bring.

chipotleexcerpt2

 

(It also explains why there’s a photo of a path with flowers above!)

Yes, you can be sure I’ll be reading every Chipotle bag from now on!  (and… mmmm… now I’m craving some of that yummy corn salsa!)

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Share your experience or join the conversation!

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May 11 2015

Twisted Words Put Me Off

blackeyeWithin 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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Apr 27 2015

Misleading Headline Provides an Opportunity

This week the Chicago Tribune featured patient advocacy as a growing trend – a marvelous exposure to private advocacy for the uninitiated (uninitiated = most of the known universe).  Several of our APHA members were mentioned in the article and for the most part, it was an excellent representation of the status of private advocacy.

Except for the headline:

 

tribheadlineNow, most of us are intelligent enough to know that headlines are created to suck in readers, and too often, intentionally focus on some point that doesn’t really represent the story – just draws those readers.  And so it was with this headline, too.

It’s unfortunate, because too many of us are guilty of seeing a headline and drawing conclusions, without ever really reading the story. There may be millions of Chicago Tribune readers who saw only the headline and didn’t read the story, and therefore won’t consider contacting a private patient advocate because – as per the headline – they think it will be too expensive to pay for that help. 

Sad, but true.

But that headline did one thing very well. That is, it gave us a good opportunity to explore the concept of “costly” – and turn this negative into a positive. 

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Apr 20 2015

Enemies? No, But With an Important Distinction

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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Apr 13 2015

Do Advocates Have a Duty to Report Dangerous Patients?

Warning! This will be one of those posts you think back to from time to time, because the answers aren’t clear or easy, and the stakes are so high.

danger

A few weeks ago we all watched the news about 150 people who lost their lives as their plane crashed into the French Alps; a tragic loss of life which we learned later was caused by the co-pilot, who had intentionally crashed the plane – suicide by one – mass murder of 149 others.  Horrible, tragic, and just so very, very sad.

It’s easy, of course, to dismiss the young pilot as crazy – depressed, suicidal, truly an example of mental health gone awry.  But if you’re like me, the next thought that pops into your head is a question, “Could it have been prevented?”

Once I learned of the pilot’s mental health issues, and the fact that his doctor had written a note to keep him from working, I wondered how exactly that had taken place. Writing a note isn’t the same as actively reporting to the authorities (whoever those authorities might be) unless a copy of the note was delivered to those authorities… (And as an aside, I wonder if the doctor stopped at handing the patient-pilot a note telling him not to fly, and didn’t report it to the right authorities, and if so, how does he sleep at night?)

But even more importantly, what are the rules or laws in the US? Is there any responsibility to report a patient who is dangerous to himself, or certainly others? Could a provider be held legally responsible if he did – or didn’t – report?  How does HIPAA affect the assignment of responsibility? If there is a duty to report such a patient, where is the line drawn? How does that reporting take place?  And how does one decide whether a patient is truly dangerous to someone else, or just him/herself – or even truly dangerous at all?

…..(sidebar)

I’ve been there. I’ve reported.

When I was a first grade teacher, many (many!) moons ago, teachers were mandated to report suspicion of child abuse among our students. One of my students, David, repeatedly came to school with black and blue marks, or a sore arm…. I would ask him how he got hurt and he had a new story every time — including the day he came to school with a black eye. When I asked him how he had gotten a black eye, he responded, “My mother said I fell down the stairs.”

And then I knew I had no choice but to report David’s situation. I was so upset to be put in that position! I was in my mid-20s at the time; still wet behind the ears. My hesitancy was a fear that when I reported it, David’s life would become even more difficult for him. Would he be taken away from his mother, perhaps thrown into foster care? If so, would that be a good thing in the long run? Or?

But none of those questions were mine to ask or answer. The law was the law. And I reported David’s injuries to state authorities.*

…..(end of sidebar)

Healthcare Professionals and the Duty to Report

So out of curiosity, I went looking for answers to my questions about providers and dangerous patients, and I learned something I had never known before, even after ten years of helping patients become smarter about navigating their care.

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Apr 06 2015

It’s a Thing!

hoorayOne of my favorite activities as the director of the Alliance of Professional Health Advocates is conducting the APHA workshops in business and marketing that we offer a few times each year.  One reason I enjoy them so much is because I meet our APHA members – passionate people who plan to improve their business and marketing knowledge in order to strengthen their practices.  It is TRULY and ALWAYS a pleasure – and fun.

My absolute favorite workshops are those where I learn as much from attendees as I teach to them. And so it was recently in Phoenix, Arizona – in spades. It was a small group, all women, who were very candid about what they needed, what they wanted to learn, their choices of advocacy as a new career, and more.

And it was from Lorrie, a member of this group that I learned the following phrase…  “It’s a thing!”

As we began each session, I asked the attendees to share who they are, where they are from, and their interest in advocacy as a career – what brought them to the workshop? (That way I can tailor the lessons more closely.)  Lorrie described how she had reached a point in her career where she knew she wanted to be far more useful to individuals than she could be in her current role, that she began dreaming about setting herself up as a private resource, in a practice that would not be so different from a combination of personal assistant, and healthcare assistant, someone who would go to bat for her patient-clients, who could be a communications facilitator, who would teach others who to get the most from their healthcare experience, even save some money in the process….

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Mar 23 2015

Helping Your Clients Deduct Your Services From Their Income Taxes (IRS and CRA)

People getting ready to take their pillsIt’s a good year to revisit patient advocacy services and income taxes. Our first review came in 2010. We looked again in 2013.  While little (maybe nothing) has changed, this year I have a new suggestion for you – a bit of a twist.

In question is whether or not your patient advocacy services should be included in the list of medical expenses that allow them to be deducted from your clients’ income taxes;  whether they can be used to reach that 10% or 7.5% threshold that allows them to be deductible (for the IRS).  This is all not-so-clearly spelled out in Publication 502 from the IRS and on this list of eligible medical expenses from the CRA.

If your services ARE deductible, that’s a huge WIN-WIN – for you and your client. It makes your services more affordable.

But “not-so-clearly” is still a problem in 2015. As mentioned in previous years, patient advocates or navigators or health advocates or coaches – none of these are specifically included in the list of what can be deducted. Many forms of advocacy are covered – but not using any of the terms we use for our work. We just don’t call ourselves the same names as those services that are listed.

Until the deductibility of patient advocacy services either shows up on the list all on its own, or is tested during an audit, we can only guess that they will be, some day, a bona fide, deductible expense.

But it is most certainly an educated guess. Within the existing list, we have plenty of evidence that the services we provide as advocates are/will be eligible expenses, as follows:

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Mar 16 2015

Celebrating the 5th Annual Private Professional Patient Advocates Week

pppawheaderOur Fifth Annual Private Professional Patient Advocates Week – is this week – March 16 to 22 -and I’m here to share tales of the growth of our profession.

Can it be that patient advocacy as a profession is now so “old” ?  Granted, there were a handful of advocates practicing long before we began to quantify and qualify the profession.  The year 2009, with the launch of NAHAC and APHA / AdvoConnection, marked the beginning of the growth that would make us a recognized profession across North America.

Some background:

From the 30-ish people who joined AdvoConnection in 2009 – for free! – with a belief that this might be an interesting alliance full of possibilities… to the almost 550 members of APHA today, and dozens more who aren’t yet on our current radar…  yes, growing.

So, as I did last year, I thought I’d share a profile of our membership and achievements:

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