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The Search Meter, Customer Service, and Fulfilling Your Need to Know

4 minutes of reading / By /
needle in a haystack

In your pre-advocacy lifetime, you may never have thought you would be dealing with “customer service.” And yet, now that you’ve started working with clients, that’s what you’re required to do every time you interface with a customer (client) in any way: in-person, through phone calls, or email, or even postal mail. Your website represents customer service. Even the signature on your email is a form of customer service. Most new business owners who have never before lived in a customer service world believe that all they need to do is listen and respond. But that’s really only a start. […]

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Coloring Outside the Lines

4 minutes of reading / 4 Comments / By /

When people ask you what you do for a living, what do you – as an independent health / patient advocate, or care manager — reply to them? It would be simple to say “I am an advocate” which, then, may require further explanation. That further explanation would likely include examples of the kinds of work you do (I attend doctor appointments with seniors. Or, I manage medical bills and negotiate them when they are too high. Or I help people figure out what their own choices are for treatments… or…. ) That further explanation is always valuable, especially if

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Raise Your Dues So We Can Turn the Titanic?

5 minutes of reading / 2 Comments / By /
The Titanic - from wikipedia

Heard on the street (and on the phone, and during an in-person conversation, and by text….) IFs and THENs: If [the healthcare system] was just ______, then ______ ! You’ll have your own variations to fill in there, like: If healthcare was less expensive, then more people could get care! If doctors would spend more time with me, then I could get my questions answered! If insurance would just cover it, then my client could get the treatment she needs! If there were more specialists to cover my ailment, then I wouldn’t have to wait so long for an appointment!

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What Biases Don’t YOU Recognize?

4 minutes of reading / 1 Comment / By /

As advocates, we all quickly become familiar with, and embrace, and share with clients, our Code of Ethics.* Of course, there are many tenets to the code, but primary among them is the very specific statement and belief that while acting as a professional patient advocate, we will never make decisions for our clients. We work to help them make their own decisions, we respect the decisions they make, and we assist them to be sure they are carried out. I’m sure, as you read that statement, you are nodding your head in agreement. YOU would never violate that tenet,

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Less Becomes More: Where Subtraction Has Positive Results

5 minutes of reading / 2 Comments / By /

I spent the weekend gardening. It’s spring, after all. Since my last assault on my garden last Fall, many plants got leggy, or died, or just needed rehab of some sort. Unlike many of my neighbors (and maybe you, too!) what I love most about gardening is finishing it. It feels so good when it stops! 🙂 What was unique about my weekend gardening is an observation I made; a good metaphor to share with you, in hopes of providing some inspiration on a service you can provide to your clients. (Yes, this is what happens when I’m pulling weeds.

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Simon and Garfunkel – an Anthem to Advocacy

3 minutes of reading / 2 Comments / By /
bridge

OK, yes, I’m dating myself… One of my favorite Simon and Garfunkel songs is Bridge Over Troubled Water. I’ve been humming it repeatedly over the last few weeks, and last week, we let the advocacy world know why. When you’re down and out When you’re on the street When evening falls so hard I will comfort you (ooo) I’ll take your part, oh, when darkness comes And pain is all around Like a bridge over troubled water I will lay me down Like a bridge over troubled water I will lay me down The lyrics – are like an anthem

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Assessing Value: The Cost of Meat and Potatoes

4 minutes of reading / 3 Comments / By /

An Open Letter to an Advocate Who Questions Her APHA Membership Received last week from Esther (not her real name): If you would please clarify a few things I’d really appreciate it.It’s time for my PACE membership to renew and I am trying to decide whether to spend that money. I want to have my name listed in your directory in the future, but your Premium membership is quite out of my budget. . Do you not offer beginner discounts? Secondly, I currently am an unemployed family caregiver and have no income. A basic renewal at $49, which is more

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