I read an interesting post this week by Trisha Torrey. The post mentions a newspaper article which suggests one needed to be friendly in order to be a good patient advocate. If you read her post you will see that we disagree. Friendliness has nothing to do with it. Trisha and her friend, Bart Windrum both recommend being business-like. I have to agree.

As a nurse case manager, I have to advocate for patients every day. I have a staff that assist me and some seem to get more accomplished than others. I have found that it is all in the delivery. Just today a patient needed a $500 medication filled.  She went to the pharmacy of the medical center but was told they could not get her medication card to approve the medication.  She offered her health care card (this was inappropriate as the case is workers compensation).  She obviously could not afford to pay for the medication so she called for assistance.  The staff nurse made several calls and was able to get the pharmacy to agree to provide a two day supply of the medication and then transfer the prescription to her local pharmacy and let her work out the payment issues with her insurance adjuster.  After this arrangement was made, my nurse learned that the medication is specially compounded and would not be available at her local pharmacy.  The next suggestion was to leave without the medication and allow for another day or two in order to work out the payment arrangements and she could return to pick it up once approved.  My client lives a little more than an hour away from the medical center and is ill.  She should not be required to return simply to pick up her medication.

I listened to the complaints and then picked up the phone to make my own calls.  Now I was not privy to the calls of my staff nurse, but I do know what I did.  I was very direct and firm; respectful and business like in my delivery.  I offered suggestions and gave assurances.  I provided my personal contact information so that the person on the phone could look directly to me if something should go wrong.  He may have felt that I was giving him an out.  I certainly did not take no for an answer.  It took three phone calls and speaking to two separate individuals, but in the end my client received the medication, did not have to pay out of pocket, and did not have to make an unnecessary return trip.

Every day I deal with medical staff who are busy, often over worked and under paid.  Many don’t care and others care, but don’t give the effort that I need at the moment.  I t is my job to help them focus on my client’s needs.  When my staff act wishy-washy they reveal their lack of knowledge and therefore do not command respect.  Remember when dealing with complex issues,

• stand up straight
• give a firm handshake
• state the facts
• be direct and to the point
• do not embellish for effect
• Respect the providers time and efforts
• Remember to be gracious and appreciative

Tagged as: advocacy, advocate, Health, Health care, Trisha Torrey