Patient advocate: Advocates offer a different kind of concierge medicine
The rise of concierge medicine shows no signs of slowing down. Frustrated with long wait times for appointments, waiting room delays and only brief conversations with their doctor, those who can afford it are shelling out hundreds of dollars each month for faster care and attention, 24-hour access and personalized health programs.
It’s understandable that, in our fractured health care system, people would start looking for alternatives. There are some drawbacks to concierge care, however.
Many don’t accept insurance, in order to keep their own costs low. You will still need to pay for insurance in case a serious illness or injury requires hospitalization or a specialist. And not all concierge docs have hospital privileges, which may complicate care coordination — especially important for someone with multiple chronic illnesses.
It’s that coordination, or “wraparound care,” that sets private patient advocates apart from concierge doctors. Both offer concierge-style service, but a patient advocate goes above and beyond. When you pay for a patient advocate, you can expect them to be there when you need them, anticipate your needs, cut through red tape and run interference with hospitals and insurance companies.
Here are some scenarios where I think the concierge services of a nurse patient advocate may exceed those of concierge doctors.
When an aging loved one is on their own: Very often, patient advocates are hired by family members trying to care for an elder who lives far away and may not have family close by. We are their boots on the ground, their eyes and ears, and their go-between with the medical professions caring for their loved one.
When you feel the hospital medical staff isn’t hearing you: It’s not uncommon for patients and patients’ families to feel like their concerns are being overlooked or, worse, dismissed. A medically trained patient advocate speaks the language and can build bridges, mediate conflict and dial back the drama.
When your insurance claim is denied: Insurance documents can be wildly confusing. It helps to have someone on your side who can read through the mumbo-jumbo and explain whether an appeal may be successful. A patient advocate can also help prepare an appeal.
When a “simple” medical procedure turns into a nightmare: One of my clients was a 75-year-old gentleman who developed complications after a procedure. Unfortunately, the hospital and his physicians didn’t meet the standard of care, leading him to have a stroke, internal bleeding, dehydration and a host of problems. He became delusional after days in the hospital and was given antipsychotic drugs. I was able to intervene with the care team, and his condition improved.
When a patient isn’t ready for discharge: Hospitals very often want to get chronically ill patients out of their beds and into a nursing facility. Sometimes this is the right thing to do, but sometimes it isn’t. A nurse patient advocate can evaluate a patient and work with the care team to make sure it’s the proper course, and then help with the transition.
When a college student with a medical condition is away from home: It’s unlikely that the typical 18- or 19-year-old has the maturity to advocate for themselves in a medical crisis. Parents may not be there to give their student the personal attention they may need to understand their treatment, speak with medical staff and schedule tests and appointments. A patient advocate in the student’s location can help.
When there’s no one to go with you to a doctor appointment: Doctor appointments these days can feel rushed, and often patients are confused about what they’re supposed to do next, what medications are changing and what prescriptions need to be filled. Anyone can accompany you to an appointment to take notes, but if you’re on your own, a patient advocate can explain the details.
The most important aspect of a patient advocate’s “concierge service” is that they work for the patient, their client — not the hospital, not the insurance company. If you need help, find a board-certified patient advocate in your area by visiting Greater National Advocates, gnanow.org, or the National Association of Healthcare Advocacy, nahac.com.
• Teri (Dreher) Frykenberg, a registered nurse, board-certified patient advocate, is the founder of www.NurseAdvocateEntrepreneur.com, which trains medical professionals to become successful private patient advocates. She is the author of “How to Be a Healthcare Advocate for Yourself & Your Loved Ones,” available on Amazon. Frykenberg offers a free phone consultation to readers. Contact her at Teri@NurseAdvocateEntrepreneur.com.