Healthcare – Do You Advocate for Your Patient?

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One definition of the term advocate is: one that supports or promotes the interests of another. Can a healthcare provider also be a patient advocate? I would say wholeheartedly, yes! Although it seems a bit blurred at times. Some might be too busy, others may not understand the value. The better you get at it the more successful you become. I believe that advocacy is the ultimate example of first class service. Patients are looking for technical skill, dialogue and someone they can trust. In the book ‘Blink’, by Malcolm Gladwell, studies have shown that communication skills rate higher than technical skills with patients. So please do not discredit the importance of continuing to improve your communication skills.

As a dental hygienist I try to advocate for every single patient. To me that means trying to make sure that the patient has a basic understanding of their condition, proposed options for treatment, and the consequences of their choices. In order to facilitate that I need to speak in terms that they can understand. It is helpful to have a discussion with the patient regarding what are their goals, concerns, and possible limitations. The patients health and wishes become my primary focus. I review any new breakthroughs that are happening. Even if the info does not seem pertinent to the patient, it might apply to someone they know or care about. Patients appreciate being kept abreast of the latest technology and developments.

When the doctor is speaking with the patient, it’s a perfect opportunity to advocate. That might include asking questions about options, outcomes, timelines, necessity, longevity, durability, …  The patient doesn’t know, what they don’t know. So with my experience, I want to put myself in their shoes and give them the benefit of what I have learned over the years. This is accomplished by including the patient step by step; are they concerned, would they be interested in this, would that be helpful, this means ….

My definition of success is when the patient has no questions or regrets regarding their choices and is pleased with the end result. Does that mean it is what I would have chosen – certainly not. For we are all individuals with different dreams, needs,  fears and budgets. To be successful is to assist the patient to find the perfect match for their personal circumstance. I would suggest that when you become a proficient advocate, that it increases your case acceptance and thus your bottom line. Better patient representation yields a more successful business.

This probably rings true for most any business profession. To healthcare providers – do you advocate? As a patient, is advocacy important to you?

Mastering Patient Relationships

Focused on Giving or Getting?

Yesterday I had a patient share a wonderful life lesson that I found truly inspirational. This lady had just retired. She told me that she had dreamt about having a cute little red sports car, a fancy house, travel, … Then she said she had done some volunteer work overseas that changed her perspective and her life. She said that once she saw the way that many other people were living, she felt guilty  for having 2 bathrooms at home. And from there her passion to volunteer abroad began as a seed and is blossoming beyond her wildest dreams. She joined a small local group that basically adopted a rural community to help overseas. During the year they are fundraising for different projects, and then they follow up by going over to assist in set ups and find what else is needed. Her real story was that she used to think about everything that she wanted to get, and now all she can do is think about what she can do for this other community and she is loving every minute of it!

I love this story and think it has a lot to teach us all. When you can think beyond yourself, you can grow in magnificent ways. Perhaps everyone’s pursuit of material things with no end in sight is really a pursuit of finding something bigger than themselves that gives their life real meaning. You can also promote this by example in your life and see how it inspires others. In the healthcare field, this type of thinking can inspire you to go the extra mile. Every day presents so many opportunities for giving. Each person you meet, consider is there any way that you can help them beyond what is typically expected within your job. Is there anything sweeter than the satisfaction of having helped another?

“The value of a man resides in what he gives and not in what he is capable of receiving.”  Albert Einstein

“There is no happiness in having or in getting, but only in giving.”  Henry Drummond

“Giving opens the way for receiving.” Unknown

Healthcare Communication and Service

Let’s start with the current common credo of our society today; every man/woman for themself.  Do you agree or disagree?  There was a time when people knew who their neighbors were. They welcomed them to the neighborhood, helped watch kids and socialized together.  If someone had a catastrophe or was down on their luck, we’d rally together to give them a hand up. We would donate time and extra supplies, offer odd jobs, barter and volunteer. We were accustomed to talking about community and politics. It was how we shared information and learned about other people’s opinions. It gave us different perspectives to consider, especially coming from friends and family. People participated and did their best to help within their community schools, church, hospitals, to the poor disabled, and frail.

The message today is don’t ask – it’s none of our business, look the other way . Some agency will take care of them. Don’t comment – you might upset someone or they might think less of you, to the point that there isn’t much left to talk about without creating an argument. Don’t look or say hello to a stranger, they could be trouble, or what would they think? In the  meantime you are missing the majority of people that are simply awesome. There are a lot of incredible missed opportunities in just that little moment of ‘connecting’ every single day. Don’t offer or volunteer any services because someone will take advantage of you. You deserve to be paid for that. There are many of us that have abundant resources or time that can truly afford to give something somehow. More misssed opportunities.

By holding back in all of these ways, playing it safe, or maybe even being afraid, we are missing one of the biggest gifts of all, the ‘grace of giving’. It is one of the most incredible gifts of all. Healthcare providers are in a service industry, and I think that that holds us even higher to set an example and continue to raise the standard of giving. I propose that we become communication specialists so that we can offer first-class service on a daily basis. In order do to that I think we have to consider the points listed above and many more.  If you are feeling tired and overwhelmed, I suggest that it is from a lack of connection with our fellow humankind and too much excess ‘noise’ surrounding us that doesn’t even matter. The more focused we are on just doing what we consider the right thing in the moment, it will free us up and raise us higher than we ever imagined. Will you take the challenge?  What do you think?