Since stepping back from APHA three years ago, there are few things I enjoy more than hearing from a health care / patient advocate I got to know during my time at the helm. So many years and so many truly wonderful people! It’s a real treat!
During those conversations, we catch up on the advocacy world as it stands today. We talk about patient experiences both positive and negative. Often we talk about the latest and greatest in marketing. And – yes – sometimes I hear complaints and rumblings (gossip!) about what’s going on in the advocacy world. Like any good conversation with a long-time friend, those conversations cover the good, the bad, and the ugly!
The Ugly
One “ugly” I have heard TWICE from two different long-time advocates just sends me sideways. At the least it’s irritating, and at the most, it’s potentially practice-destroying.
It’s especially bad because it’s so very simple to avoid!
A Little History
Let’s take a moment to step back to the early days of private, professional advocacy; long before the PACBoard and certification, and the determination of recorded, published, ethical rules and guidelines. There was only one discussion forum to serve advocates (held on LinkedIn, no longer being used) a long, heated, and well-attended online conversation debated whether or not private advocates could/should/would charge – or pay – referral fees.
The decision was made, and has since been in effect, that advocates do not charge nor pay referral fees when a patient referral is made between two advocates for any reason. Since those referrals are most often made because the referring advocate, for any reason, knows that patient would be better served working with someone else, making a referral is simply the best way to serve the patient – a core focus of our profession.
Today, patient referrals are an everyday occurrence – important, but not monetarily compensated in any way.
What should you do if you receive a referral?
If you can’t/don’t/shouldn’t pay for a referral, what should you do if another advocate refers a patient to you?
[[drum roll please]]
Say “thank you.” Yes, really. That’s it – at least for starters.
Voice your thanks to the referring advocate. Give her a hug if you’re both standing in the same place. Send her an email or text if you’re farther way.
“is that all?” you’re wondering! Yes, is the answer.
This question came up (as mentioned above) in two conversations with practicing advocates. Both had referred a qualified patient to another advocate. And both had the identical complaint. They were not thanked.
And both shared with me that they would never again refer any patient to that non-thanking advocate.
Just WOW.
C’mon advocates! This is basic appreciation, learned when you were just a child! When someone gives you something, or shares something with you, you thank them!! This is not rocket science!
Further, even if that referring person is NOT another advocate – say the person is a loved one or a friend or a neighbor or another professional… Anyone else who refers a potential client to you needs to be thanked – specifically and clearly.
Plus an additional step:
I also think it would be a great idea to follow up with the referring advocate on occasion to bring them up to date on your experience with the referred patient. It’s an additional chance to thank them – even if it doesn’t work out. You’ll need to be sure you don’t violate their HIPAA rights, but generalities will likely be appreciated.
They’ll know you appreciate their referral. And they won’t be complaining to me! 🙂
Content Authenticity Declaration
100% of this post was written by me, a human being. When there is AI (Artificial Intelligence) generated content, it will always be disclosed.
Trisha,
Thank you for the THANK YOU reminder. I have a client that raves about my services to everyone, specifically her PCP, accountant, dentist, and a direct referral to her cousin. A handwritten THANK YOU would be a nice addition to my verbal acknowledgments on the phone.