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Sunday, March 5, 2017

Care Coordination For Those Who Serve or Have Served

Recently, I had the opportunity to present and attend a conference titled the United States Special Operations Command Warrior Care Program. The focus of the program was to look at the enduring warrior care challenges that the Department of Defense and the Veterans Administration have in meeting the needs of those injured in the line of duty.   

It was an honor to be part of this program and learn about the important work being done to assist the men and women of the US Military when they are wounded or diagnosed with a medical condition. As part of the program, Recovery Care Coordinators are assigned to the person and their family to make sure they receive the care and resources needed to meet their needs. The Recovery Care Coordinators are in place to break down barriers so that those in need can focus on recovery and when possible reintegration back to active duty. If the person cannot return to active duty, the Recovery Care Coordinators assist them with the transition out of active duty and into the VA System.

I met so many people who worked in this program and found them caring and passionate professionals who are laser focused on their duties. The Recovery Care Coordinators ranged in rank and experience, but all had a common purpose; to ensure each serviceman and women they worked with had what they needed to be the best they could be. The program is a model that all of us on the civilian side could emulate.   

As I listened to the various speakers, I learned about the history of the Recovery Care Program, some of the challenges found within the system and about various programs that are making a difference while helping service men and women re-invent themselves after a life changing injury. One such program was the Adaptive Sports Program that inspires physical and emotional recovery by focusing on the person's abilities versus their disabilities and helps those who participate set goals to strive for in a competitive yet caring environment.  There were several members of various sports teams at the conference who shared how these programs help with their physician and emotional recovery. These programs are making a difference in helping those wounded to recover and re-integrate back into life while finding their ‘new normal.'

As a leader in the field of case management and patient advocacy, I was proud to have a front role seat to learn about the important work being done to assist our men and women who serve to protect us, have a program such as the Recovery Care Coordinator Program when they need help. 

Regardless of what you read in the paper, or see on the news, please know that there is a tremendous amount of work being done for our men and women who make up our military to provide care, resources, and support for injured or ill. 

As I left the program, I felt proud to be able to impart my experience and expertise to such a dedicated group of professionals.

Here are some resources you might want to read about to learn more about this outstanding program.

 Adaptive Sports Inspire Physical, Emotional Recovery at the 2016 DoD Warrior Games:

CMSA Today: Case Management for Those who Serve and Have Served. Military Case Management

Thanks for reading Nurse Advocate! 

Sunday, February 26, 2017

Create Your Own Holiday and Celebrate it Every Year!

I belong to a service organization known as Quota International. I am a member of a local Club in Plantation FL. Each year, the members choose a Sunday to celebrate our collective birthdays. This year, as we gathered, one of our members explained to the group that she was creating her own holiday starting this year and would celebrate it every year going forward. She explained the reason she is celebrating because, this time last year, February 26, she was in a car accident that nearly took her life. 

Today, one year later she is doing well, moving forward and celebrating! Her holiday is going to be called the Tree of Life Celebration. She gave each of us a small gift bag which contained a photo of the Tree of Life, a Tree of Life medal which we could wear to celebrate our own life. In addition, she also gave us this poem by Mia Ocean. It reads……

This tree is not only a tree
it is a friendly tree that is always watching over you.
This tree is not only a tree
it is a magical tree.
That makes miracles happen,
Hopes become realities,
and nevers become always.
This tree
is not only a tree,
it is where everything started.
It is the tree of life.

I hope this post inspires you to create your own holiday and celebrate it every year! We all have something to celebrate….what will your celebration be about?
Have a good week! 

Sunday, February 19, 2017

I Have Bad News

It’s a nightmare situation. The doctor tells you that you or a loved one has a life-altering condition — something that is going to call on your deepest resources of strength to handle. A bad diagnosis can land like a bomb, frightening and disorienting you in a way that little else can.

Even though a scary diagnosis can turn your world upside down, there are practical strategies you can use to take the best next steps and bring balance back to your life. Here are a few:

Know your feelings will improve. In the immediate aftermath of a diagnosis, the anxiety and fear can feel destabilizing and permanent. But those emotions are important reminders that your body and mind are mobilizing to protect you. Their intensity will subside over the coming days. You will still have plenty of challenges, but the intensity of the confusion and fear will lessen naturally.

Slow down. Fight the urge to make major decisions right away, taking a few days or a week to do some research and get a second opinion can make all the difference in finding the best doctors and treatment for yourself.

Seek comforts, new and old. Making healthy lifestyle changes and exploring new modes of self-care can provide crucial comfort and support. But don't abandon all your old routines either. If nature walks have always buoyed your spirits, walk. If you like to get lost in a book, read. If praying helps, pray. 

Choose whom to tell. Support from friends is absolutely essential, You get to decide with whom to share your news. A family member or friend who is going to cry every time he or she talks to you is not going to be helpful.

Use the Web wisely. It's important to remember how wildly inaccurate online information can be and to be conservative in your searches, especially at the beginning, as indiscriminate web surfing can increase fears more than help you. Talking with trusted health professionals and friends may be more helpful.

Write things down. If you are worried write down your thoughts. Journaling can be therapeutic as you process the news.  People think of many things when they get bad news. Writing things down as they come into your mind, helps you gain some control.

Don’t feel guilty about calling your boss or manager to share what is going on. You might want to take a few days off and give yourself time to process the information. 

Getting bad news is difficult.  It is hard for the person who receives the news as well as family members. Keep in mind that each person deals with bad news in their own way. It is my hope that these strategies will help you and your family cope if you are given bad news one day. 

I wrote a post in Nurse Advocate; titled; Life Changes on a Dime after I received the news that I had a Central Nervous Brain Tumor. If you missed the original post, take a minute to read it here.

If you have strategies that have helped you cope, please feel free to share.

Thank you for reading Nurse Advocate!

Saturday, February 4, 2017

Taking Charge of Your Health and Wellbeing

Like many, I took my health for granted. I was lucky to live for 60 years with no major healthcare issues. But my luck ran out on November 24, 2014, when I was diagnosed with a central nervous system brain tumor that turned my life upside down. If you have been reading Nurse Advocate you know the story.

Today, although tumor free, I am still processing my journey. I am a high risk for a reoccurrence of the tumor and continue to have complications as a result of the treatment that has impacted my activities of daily living. As a result, I continuously ask myself; what did I do to cause this? What can I do to prevent the tumor from reoccurring?

I realize I am not alone. Research shows that nearly half (45 percent) of all Americans suffer from at least one chronic disease. In addition, it is known that two-thirds of all deaths are caused by one or more of five chronic diseases: heart disease, cancer, stroke, chronic obstructive pulmonary disease, and diabetes.

As a patient with a chronic disease (cancer), I know it is up to me to be the one to do what I can do to prevent a reoccurrence and to avoid other chronic diseases. So I am on a mission to learn what I can do to improve my health and wellbeing. Is it too late? NO, it is never too late to take steps to improve your health and wellbeing.  

So I ask you: what are you doing to evaluate your health and wellbeing? Please take a minute to share how you have changed your lifestyle to better take care of your health and healthcare. Make a comment in the space below or email me at I would love to hear from you.

Here are some things that I am doing to improve my health and wellbeing.

Sign up with a Primary Care Doctor: I signed on with a primary care doctor that is connected with the Sylvester Cancer Center to try to streamline my care and records in one place. I see her for my annual checkup, if I am sick or if I have a question for her. I have access to a patient portal that allows me to send my primary a question. She can answer me or ask me to come to the office if she feels she has to see me. This tool helps me to be connected and communicate with my team more effectively. 

Having a primary care doctor is important. But you need to get to know them and make sure they know who you, your goals and what is important to you. Most primary care practices have hundreds of patients, so it is up to you to get to know your doctor and help them get to know you so you get the care that is important to you. 

A primary care doctor will help you maintain your health and also direct care if/when you need advanced care with specialists. To gain insight into how your primary care physician can be the quarterback of your health care team, read this article.

Get Annual Check Up: One of the most important things you can do for yourself is to get an annual checkup and get the required preventative tests and immunizations for your age group. Doing so will identify problems early and improve your chances of a good outcome. Today, many people are living well despite having a chronic condition.
Here is a link to preventative screening for women and for men. Take time to review the recommendations for your age group. Keep track of your results and alert your PCP if you see anything abnormal or see a change from previous tests. 

Keep in mind these charts are guidelines. If you have a history of cancer or other chronic condition, talk to your primary care physician about screening test you should get due to your family history that might be outside of the recommended guideline(s). 

CASE IN POINT: I recently talk to a friend whose daughter was diagnosed with metastatic breast cancer. I asked her how they found cancer and if she had regular mammograms. She said she never had a mammogram as she was only 33, yet her grandmother died of metastatic breast cancer. With this family history, the primary care physician or her OB/GYN physician can write a prescription and ask for the test to be covered. Family history is one of the key indicators that one may come down with the same condition. It is too late now for this young women, but what if she (the mother of two young children) had a mammogram early on and it was able to catch her cancer earlier? Keep in mind that just because you don’t fit into a ‘guideline’, does not mean you do not need the test. It means that the test may not be covered by your insurance, but you can pay privately if you want to have the test. Many organizations that provide mammograms will work with you if the cost is prohibitive, so don’t let money be your deciding factor.  

Keep in mind, you are the only constant on your healthcare team. So it is important to keep copies of your health records as it will help you be aware of the results and any trends that might indicate problems. Being proactive is important.

Get your weight under control. If you are overweight, take steps to get your weight under control.  According to the American Cancer Society, being overweight can be a predisposing factor for cancer and other chronic conditions. Talk to your primary care doctor about your weight and ask for a plan to get your weight under control.

Evaluate your diet: Eating well is an important part of improving your health and reducing your risk of cancer and other chronic conditions. Take a good hard look at what you typically eat each day and see if you are predisposing yourself to chronic conditions. Minor changes can make a difference.

MOVE: Watching how much you eat will help you control your weight. The other key is to be more physically active. Being active helps reduce your risk of cancer and other conditions by helping with weight control. It can also help improve your hormone levels and the way your immune system works. Today, there are some good tools that will help you eat better, move and change your behaviors so you are reducing your risk factors. One such tool are Wearables. 

Wearables: Wearable technology is helping people change behaviors. Wearables are devices we can wear that can alert to how many steps we take, track what we eat and PUSH us to do more. Today, one in six (15%) consumers in the United States currently uses wearable technology, including smartwatches or fitness bands. While 19 million fitness devices are likely to be sold this year that number is predicted to grow to 110 million in 2018. Wearables are helping people to be better engaged in their health and healthcare. Here is an article on wearable technologies and how they are facilitating behavioral changes to improve one's health.

Remember that your health is not just about the medical conditions that can impact your life, but also includes dental or oral health and mental health. Each is important to your health and wellbeing. Let's look at them both. 

Oral Health: Good oral health can also be the difference between life and death. Your mouth is a hotbed of bacteria, which can be controlled with good oral hygiene. But neglect of your teeth and gums can lead to heart disease and other chronic medical conditions. Make an appointment to see your dentist and hygienist. You may need to go for cleanings if you are found to be at risk for gum disease. You may also be referred to a periodontist who specializes in treating gum disease. Most of us think that as long as we have no pain, our teeth are good. This is not the case as gum disease is a silent disease. Getting annual x rays are the only way to show if you have gum disease. Here is an article that dispels many of the myths that can impact our oral health.

Mental Health: Primary care doctors have known for years that psychological problems, such as depression, anxiety, stress and mental confusion, play a significant role in many diseases and impair recovery if not treated adequately. Psychologists, psychiatrists, and other mental health professionals can contribute to the healing process through evaluations, counseling and sometimes medication to assist in the treatment of these psychological difficulties. With the use of the patient-centered medical home model, the psychological needs of the patient are more readily identified and addressed through better access to the providers and improved communication between the patient and doctors, which allows more prompt treatment of mental illness and related problems. Here is an article that might make this concept clearer.

Today there are a number of resources that can help improve your health and healthcare. I hope this article is a start and motivates you to take care of yourself!

Have a good week! 

Saturday, January 21, 2017

Taking Ownership

Recently, I called Apple Support to address several issues I was having with my cell phone that impacted its performance.  As I waited on hold, I was asked what kind of music I wanted to listen to. The choices were pop, rock, country or silence. I chose rock but did not get to hear much music as the customer service person came on the line. 

The person introduced herself as Doris. She asked me how she could help me. I explained to her what was happening with my phone. She listened asked me a few questions and then asked me if I wanted her to tunnel into my phone so she could see what was happening. I agreed and she walked me through the process. She also told me that she was taking ownership of this problem and would stay with me till the problems were resolved.  

We started to work on resolving the issues when a reminder popped up on my computer telling me that I had a teleconference call in 3 minutes. I let Doris know and she said, no problem. What time will the call be over? I told her the call would last an hour and that I was sorry for the interruption but I had to be on this call. She told me not to worry and assured me she would call me back so we could continue.

At the appointed time, she did call me back. I have to say I was a little worried as I was not sure she would call me back and I would have to start over with someone else. Once we reconnected, we continued to work on resolving the issues. She shared the process was going to take a while as we had to re-set my phone. Once the re-set process started, she explained the download would take about an hour. She suggested that we hang up and she would call me in an hour.

Doris called me back at the appointed time and the re-set had just finished downloading and we were able to continue working on my issues. About 30 minutes into our call, my phone was ready. We checked to make sure everything was working. I was thrilled that the various issues I had on my list were resolved! I thanked Doris and told her that I appreciated her time.

Reflecting on the experience I smiled and thought could something like this work in healthcare? Having Doris say, ‘she was taking ownership of my case’ was reassuring to me as I depend on my phone and want it to function correctly.

Doris was calm, patient and competent in her role. She put me at ease and said she would do all she could to resolve the problem. This was reassuring to me and I relaxed and let her do the work. I asked her various questions as we worked through the issues and she answered them in a relaxed manner. I was able to tell her what was happening on my end and she would show me with a pointer what she wanted me to do. She definitely took ownership of my problem and helped to resolve the issue so that my device worked up to it potential and met my needs.

Another aspect of the process that impressed me was how Doris used the technological tools that she had at her fingertips. I was amazed how far we had come in customer support technology. It made the process smooth and stress-free. Doris was trained in how to use these tools and did so with skill and confidence.

It made me think how important technology is for all of us and learning how to use the tools is critical. I asked Doris why this happened to my phone. She said that I had not been installing the updates to my phone when they became available that caused this problem. I realized as she said this that the problems I was having were caused by me - as I was not taking care of my device as I should.

Again, thoughts of healthcare came to mind. If we as patients don't understand our diagnosis or follow our plan of care, how can we expect to heal? If we are honest, we can’t blame the doctor or the healthcare team, it is our responsibility and like Doris, we have to take ownership of our health and healthcare.

Conversely, if our physicians and members of our healthcare team do not explain our diagnosis so we can understand it, how can we be expected to be active participants in our own care? If we are not part of developing our plan of care, how can we be expected to follow that plan if we silently don’t agree with it? If we don’t have the resources needed to manage our care due to limited insurance coverage, how can we care for ourselves adequately?

These are all challenges that patients face when they enter the healthcare system.All members of the healthcare team need to use their expertise to care for patients and work to improve the process. Like Doris, we need to take ownership of the role we play and work together to improve the process.

Have a good week!


Sunday, December 18, 2016

My Year End Review

The end of the year gives us a chance to evaluate our work to see how we are doing, what changes we want to make for next year and gauge the value we are receiving for our efforts. Nurse Advocate has had the same goal since it started. To share information that consumers, caregivers and all members of the healthcare team can use to improve the delivery of care.

In reviewing my metrics from the various social media sites where I post my Blog, I know that I am reaching a broad audience both national and internationally. Post are being opened and viewed by many. The best and most meaningful metrics that I value are the comments that come from the readers. They are insightful and allows me to know that I am covering the right topics that are valuable to the audience. Not everyone agrees with my thoughts, but those comments are valuable as they help me see the issue from a different point of view and allows me to consider additional points of view.

For the last issue of the year, I chose the top 10 posts for 2016 to share with you as we end the year. If you missed them, this is a chance for you to read them. Please feel free to share with your family members, colleagues, and friends. If you are in charge of professional development at your organization, feel free to use any of the posts from Nurse Advocate as a teaching tool for your staff as appropriate. Ok, let's look at the top 10 posts for 2016. 

This post was conceived when I met a friend from nursing school at a wedding. She was with her husband standing off to the side in a quiet part of the church. I went over to say hello, and she had a blank stare when she looked at me. I knew she had early Alzheimer's and had been failing. Her husband shared she does not recognize many people; she is getting worse and needs total support with her ADL's. I asked him how he was doing and he said was tired and sad. I knew he loved his wife with all his heart as they had always been very much in love. During the Mass, as the priest read the wedding vows to the couple getting married it dawned on me how important those vows are and how so many of us take them for granted. My friend was living his vows day in and day out by caring for his wife.  As I was writing this post, an idea came to me to develop a Facebook page so Caregivers could communicate their frustrations and challenges and gain support or information they can use. I knew the message got through from this comment: “Great post-Anne and wonderful idea in providing a way for the caregiver to stay connected!

Caring for the Caregiver: The Unsung Heroes of the Healthcare System  Caregiving struck a chord with many readers as they see the important role they play in advocating and helping their loved ones with so many of the challenges they face. I was glad this post was well received as well as the tips provided hit home with so many people. This comment showed me how we never know when we will have to put our lives on hold to become a caregiver for a loved one or a friendThese are great tips! I know it is not nearly as intense... yet, I had to take care of my husband who burned his hand severely on the job last May. He was out of work for two weeks, and it was a TON of work to take care of him. This is an excellent article. Thank you for recognizing these heroes!”

Reconnecting to your purpose in Healthcare With healthcare in turmoil, this post is worth repeating. I wrote this post after hearing Dr. Don Berwick speak at a conference and urging all members of the healthcare team to take the time to reconnect with their purpose. If we remember why we became in involved in healthcare it will keep us centered regardless of what changes were made. This comment from a physician reinforced the message as he reflected on the importance of working as a team and not going it alone. It takes a team to care for a patient. The better we can work together, the better care we can provide. “I have been blessed with good nurses all my life. When the office has been chaotic or has been made chaotic by supervision or powers that be as you mention, I have been able to focus on patient and team. Forgot that for a while but when it becomes clear that help is not on the way, time to see a patient and get connected to what matters. You often receive back more than you give - and without trying to force satisfaction. Sometimes a particular patient can sustain you through a trying time, like a year of residency.

The Joys of Travel as a Disabled Person Traveling is difficult for the abled body person, yet for someone who is disabled from a heart condition, a respiratory disease, an orthopedic condition, or neuropathy travel is much more challenging. I wrote this article after traveling myself for the first a time. I also had a phone interview with a reporter from the Wall Street Journal who was writing an article on the impact of expanding airports on the disabled. He only used one of the many examples I gave him, so I decided to expand on the topic in this Nurse Advocate. The post inspired comments from professionals charged with helping people with disabilities travel as well those who are disabled themselves. Here is one of the comments that hit home:  “Anne, great post and thanks sharing your experience. As a disabled person, of many years, you are correct, most organizations have expanded the ways and means of assisting disabled folks. A couple of things with air travel, you can identify connection times to make sure you have enough - if you cannot get a direct flight. While travel can change, I always look for at least 1.5 hours. Makes the trip longer but less worry. Also, if I am not in an aisle seat, I inform my seat mates that due to my disability I have to get up quite a bit. Often people will switch with me, and at least they are not surprised. I inform the flight attends too.”

Five Incredible Gifts of a Life Changing Illness Sometimes time gives you a clearer perspective on what is important when diagnosed with a life changing illness. Many of the comments were 'thank you' messages to me for sharing my story and how my words have empowered others. But for me being able to share my experience has been therapeutic and a reason why I had to go through such a difficult time. I am grateful to have come through my journey on the positive side. Here is one of the comments that touched me:Anne - this post is a gift, too. We're all so happy and grateful you came through all your treatment as well as you did. It's so good to have you "back"! Thank you for sharing your experiences and resulting gifts - all good reminders as we live through the difficulties of life, no matter how big or how small.”
Medical Errors: A Matter of Life and Death I wrote this post after I experienced a Medical Error. I was ok, but the experience showed me the importance of direct communication with the physician versus the medical assistant who ‘runs the office.' I was surprised that so many people shared their story of their medical error experience. I should not have been surprised because I know that Medical Errors is now the 3rd leading cause of death in this US. To me, this is unacceptable that with all of the expertise in healthcare, we cannot get a handle on medical errors. We have to do better. Here is one of the comments: Everyone has to be vigilant, be alert and speak up and ask questions to help bend this curve. We are living in a dangerous time, and it will take the entire healthcare team to change the course. Hi, Anne. I am so sorry to hear that you had to go thru this. I too have been a victim of a medical error. It took place at my podiatrist's office - a "routine, simple incision" which became infected in that office due to the unsterile environment. The bacteria latched onto a small screw I had in my foot. The result was two surgeries where they dug out the infection leaving a large open wound that needed to heal from the inside out. A 5-day hospitalization and umpteen appointments with the infectious disease doc. A port was placed in my arm delivering two daily one hour drips of vancomycin into my heart as I had developed osteomyelitis. I couldn't walk on my foot for weeks. It was a painful, scary and angry time in my life and I now do everything I can to keep others from having to go through that or anything similar. We need to speak up about the dangers of medical treatments and try to make it a safer place for patients.”

 The Last Dance: Encountering Death and Dying, this post was written after a friend of mine suddenly lost her mother. Coincidently, during a meeting for a project I was working on, I met the creator of the Actual Dance on a teleconference call. He shared a link so we could all watch the Dance to decide if we wanted his to present at the upcoming conference. I learned he wrote the Dance when his wife was diagnosed with Breast cancer and how hearing those words changed his life. He put his feeling into the project and has taken it around the country to support caregivers who hear life changing news and wonder what they are going to do next. Here is what one reader shared in her father's end of life experience. "Thanks for sharing this article. I experienced the power of the advance health care directive document with my Dad's passing last week. It was comforting to witness that his end of life wishes was respected and he had a peaceful journey. It was also a great opportunity for me to reinforce the conversation with my Mom, my siblings, and my family regarding our end of life wishes. We need not be afraid to talk about death as it is part of life.” I think the message is to be prepared and share with our loved one what those wishes are. This will allow a peaceful transition to our next step in the circle of life. 

Moving Forward, I wrote this article after the recent presidential election to ‘put out a call to action' to all as our new president makes his cabinet selections and to be vocal about policy changes that impact our lives. I hope the President-Elect Trump does well, because if he does, we all do. As he an outsider to politics it is my hope he surrounds himself with people who do have expertise in the individual areas of Government they have been asked to serve. I was impressed with comments as many people are being open minded and keeping a positive attitude as we move forward. Here is an example; “I think many nurses are anxious to see how health care will be transformed under this new administration. Let's keep a positive attitude into the New Year and beyond!”

The Teachable Moment As a nurse who became a patient I realized the more information I received, the better I understood the plan of care and what to expect. It took some of the fear out what I was experiencing and allowed me to regain some control over my life which helped me cope. The comments from readers let me know I hit a cord and showed me that many healthcare professionals are looking for those teachable moments. “Fabulous "Teachable Moments" Anne it is wonderful how you can turn your experiences into more of them! :) In reading your examples, I could almost FEEL a shift as you went from being an object of care/treatment to being engaged in an active roll. I could ALMOST put myself in your shoes and hope this post is spread far and wide. Reminds me of a Plato quote: "All learning has an emotional basis"! Involving and empowering patients is so critical to providing excellent care!”

Nursing Claims Data: What does it tell us? I wrote this post after a webinar on nursing claims data. The goal of the program was how using data to identify liability patterns and trends to help nurses understand their areas of greatest vulnerability and to take appropriate action to protect patients from harm and nurses from potential litigation. Today, we have a way to evaluate how we are doing, where areas of strength and where weaknesses are so we can make corrections as part of our processes improvement efforts. Those who commented on the post shared their insights on the topic which made the post valuable. Here’s one, “Great advice. This is something that all new grads need to be educated about. They also need to have the opportunity to get familiar with policies and have the opportunity to spend time with a Risk Manager.”

In 2017 I plan to continue the mission of Nurse Advocate but with more ‘calls to action’ so all readers (consumers, caregivers, and all members of the healthcare team) are empowered to do their part to improve the role they play as members of the healthcare team. I hope you will join me on the journey!

Thank you for being a loyal reader of Nurse Advocate. If you have topics you would like to see covered in Nurse Advocate. Please feel free to email your ideas and comments to 

So as I close out 2016, I wish you and your families a Merry Christmas and a Happy New Year.

See you in January! 

Friday, December 9, 2016

Value: The Missing Piece to the Puzzle to Improving Our Healthcare System

According to the latest news reports, National health expenditures will hit $3.35 trillion this year, which works out to $10,345 for every man, woman, and child in the United States. As a result of escalating healthcare costs, there is a mandate for all healthcare providers to demonstrate value for the services and products they provided.

Healthcare professionals are turning to each of us (the end user and consumers of health care services) to learn what we expect from the healthcare providers? What constitutes value for you in health and healthcare?  

Measuring the value of health care services is difficult as value is different for each person. This is because most people do not equate health care services the same way as we do other services. For example, if you go to a restaurant and do not get good service you probably will not go back to that restaurant. In healthcare, we (the consumer) tolerate long waits and what we may consider inferior services because we don’t feel there is any recourse. We tolerate things in healthcare, or at least we used to.

Today, consumers are responsible for more of their healthcare costs. As a result, they are demanding more from providers. They want to receive information that allows them to make decisions on care options. They also want to be treated with respect and receive timely communications about their care. They want to be valued as a person. Individuals who don't feel appreciated by members of the healthcare team are changing providers. When a person does not feel valued, they will seek out providers who they can communicate with and who shows concern for them as a person. In other words, consumers are starting to treat healthcare like other services they receive and expect more from the health care providers they choose. Those who can meet these demands will do well. Those who do not provide value in the services they provide will not do well in today value-based healthcare system.

In a post a few months ago in Nurse Advocate, titled the Waiting Game, I shared a frustrating experience I had when I was made to wait to see my doctor with no word from the staff as why or how long I would have to wait. I wrote I did not feel valued by the healthcare team at the clinic where I was receiving care. I wrote this post because I know waiting is a common problem many people experience and wanted to call out to fellow patients, caregivers, and other healthcare professionals that this type treatment is not acceptable and needs to be recognized and corrected.  One of the comments I received from the post that was eye-opening to me and showed me that we, as a customer, should expect more from healthcare providers who care for us. We all have choices as to where we receive care and should exercise our options when we do not experience the type of care we expect.   

Here is the comment: Anne, I have to wonder why you continue with a doctor who treats his patients this way. I see a fine cardiologist and never, ever wait. I even stopped bringing a book to read. I asked him why I never wait and he said because he waited once for 2 hours to see a doctor and swore he would never do that to his patients. I switched all my doctors who made me wait and found perfectly competent clinicians AND feel respected. Long waits don't automatically mean they are "good." It can mean that they are careless, unorganized or don't care. When I was pregnant, I was often the cause of doctor back-ups. My complications (which often led to miscarriages and early deliveries) allowed me preference, and I would go right in. If this is the case at your doctor, and they told you there was an emergency, it would be another story, and you might be grateful for a caring physician. If there is no reason, and we allow doctors to treat us this way, we are part of the problem.

The comment raises important points that we as consumers of healthcare should keep in mind. Our time is valuable and should be respected. Providers should keep us informed when there is a delay in an appointment time and offer alternatives if the wait is excessive. This is common courtesy that should be standard of care for all healthcare providers and organizations. 

Currently, the system is set up to meet the needs of the providers and not the consumer. This is changing, and your input when problems occur is important to share so that providers know what you expect from a provider. If we want the system to be better, it is up to each of us to make our concerns heard. Here are some the ways you can address issues and challenges when you use the healthcare system. 

·        Talk to a member of the staff in a position to address a challenge that you are facing. Most physician offices have an office manager who is in a position to hear patient concerns and take action. The office manager is usually in the background so you will have to ask to talk with the office manager. Don't be intimidated; it is like asking for a supervisor when you call a vendor on the phone, and you are not getting the information you need.
       If you are a patient or a caregiver in the hospital and have a concern, ask for the Hospital Patient Advocates or the Patient Representative. Many people are afraid to tell a nurse or the doctor about a problem they are having as they fear retaliation. Today, most hospitals have Hospital Patient Advocates who are in place to address patients and their caregiver concerns or complaints. Hospital Patient Advocate is available in place to resolve issues and bring these matters to the people in charge who can correct situations.  
       When you are asked to share your opinion in a survey please take your time and answer the survey honestly and make recommendations that can improve the system. Sometimes you can see a solution better than the people who work in the system.  There is lots of attention paid to patient surveys as reimbursement is tied to them. 

·       To ensuring patients and caregivers have a positive patient experience, many organizations now have put into place, a Patient Experience Officer. The Patient Experience Officer many times can be a physician or someone in a high-level position who is responsible for addressing concerns from patients and caregivers. Check to see if the hospital you use has a Patient Experience Officer. They are another good contact for you to keep in mind.

·       Many organizations have put into place Patient and Family Council Meetings. In these groups, patients and caregivers come together and share information with the principal members of the team to improve processes and services. Your opinion is critical as many times the staff at the hospital, clinic or doctor's office do not see how the system works from your point of view. 

Organizations are taking an active role in educating patients, caregivers and all who use the healthcare system on Patient Safety. Many patient safety offices and risk management professionals know that getting the patient more involved in their care is critical to decreasing medical errors.

One organization doing good work in this area is PULSE: Patient Safety, Advocacy, and Support. PULSE provides patients, and the family and friends of patients, the opportunity to partner with their health care providers, to help to ensure the best possible outcomes in a person’s medical care.

In closing, keep in mind we are all consumers of healthcare. Therefore I urge you to use your voice and be part of the process to ensure our health care system is delivering valuable services and products to all.

Have a good week!