Emerging Knowledge Work: Patient Advocacy

Most baby boomers, especially those with surviving parents, were nodding solemnly if they read the NYT story, "After a Diagnosis, Someone to Help Point the Way." The story offered several anecdotes describing the assistance offered by patient advocates. The story's author, Lesley Alderman, like most other journalists, depictsed the role played by patient advocates as an extension of the U.S. health care system, perhaps in the same league as home health paraprofessionals.

This characterization is not necessarily incorrect, though patient advocates are unofficial extensions of health networks. Presumably they're generally not referred directly by providers, and have an uncertain and ill-defined status in the health services sector. Further, there's an assumption, borne out by ad copy on some health advocacy websites, that a primary purpose for patient advocacy is to ensure expeditious and fair treatment of insurance claims. This financial function is valuable, but that facet is business-motivated rather than a broad-based health care source of support. In an ideal world, advocacy supports both patients, providers and "the system" by minimizing unnecessary treatments and helping with some end-of-life decisions. When a loved one is faced by a life-threatening illness, sober reflection and efficacious navigation of the health care labyrinth are difficult.

A broader interpretation, one favored by knowledge engineers, sees the patient advocate at least in part a knowledge worker. The patient advocate's knowledge of the health care system is the role's key asset. Certainly that knowledge is a moving target requiring constant recalibration of enterprise-specific expertise in negotiation with hospitals, providers, and the sometimes confused, even stubborn patient and family. 

Photo Credit: Markus Hanser

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Emerging Knowledge Work: Patient Advocacy