Guest guest Posted January 28, 2011 Report Share Posted January 28, 2011 I email mom with a care plan and follow up with ONE call within 24 hours. After that it's up to Mom to contact me. If they don't answer my call, that is up to them then to contact me as needed. denniston Alamo, CA client follow up Good morning, all ... I'd love to ask a question about client follow up and how you all handle checking in with clients (if you do at all) once your business with them is over. Is follow up, a phone call or email, part of your closing instructions? I usually put in a call or email the week after our final visit to see how things are going. I also ask them to check in with me, because I don't want to be a "nagging mother" type calling them, you know? But I find I don't have much success unless a mom has a question or does wind up needing more help. I guess I'm struggling with the boundaries issue ... with LLL I tend to see moms each month for a while so I can measure success that way, or with a labor doula client - baby is born, job is done, closure is some what more obvious (albeit not without its own boundary issues). Any tips? And yes, I'm dealing with this now with a brand new baby I saw three weeks ago and haven't heard from despite an email and phone call. I think this is just an adjustment thing for me - to become more comfortable with not ever knowing what became of a certain mama/baby. Much obliged, Deirdre Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 29, 2011 Report Share Posted January 29, 2011 Like Becky, I come from an LLL background, and it has clearly informed the way I structure care. I never assume a mother is going to have the frame of reference to know which things are significant enough or appropriate to trigger a phone call, nor do I assume she will necessarily get around to it. How many times have you talked to a mom, for example, who didn't know that she should call because she developed something she perceived as solely a medical problem (so only called her doctor), such as plugged ducts or yeast or mastitis. I want to prevent those moms from spiraling down a medicalized path, so I am willing to call them, within reason. Or a mom who was going to get around to calling, once she dragged herself out of her exhaustion, pumping schedule, etc long enough to think about it? (I will admit I am more likely to think this way with a new mom in the early days pp). I tell the mom she is free to call me (or Lynn--the woman who answers my business phone line, and a former LLLL herself), but that we will follow up with her the next day. And we always do. I find having Lynn do this prevents a lot of the boundary issues that folks have with placing calls and having the mom, who wasn't going to call, now take an hour of phone time. Lynn can evaluate if mom needs or wants to be seen again or simply needs to talk with me and can schedule an appt if needed. But, I am more likely to place the first follow-up call myself and only rely on Lynn should I feel like I need that buffer. OTOH, I cannot imagine how it can be cost effective to provide an entire week of possibly intensive care for one fee? What I do is tell moms that brief calls or emails are included, but more significant time will require a visit or a fee, whether or not it is in person. I find a lot of moms assume that only in-person visits require payment. I try to be very clear about this from the beginning, but it can be challenging. The other thing I do is almost always establish email contact with all of my clients within hours after the consult by sending them supportive materials related to their issues. This way, they have my email address and, as they have freely given me theirs, I can always send a note this way as well. Some moms are more comfortable with email. Even though I follow up, I do not expend a lot of time on it. I have become much more clear over the years when mom needs to make an appt and will no longer spend an hour on the phone, free of charge as I once did. Same with emails--I am not going to spend hours replying to questions by email. I found the best solution for me was to provide a free Mom's group once per week (I am not currently seeing clients in person here in France, so I have not had the group since August, although we all got together when I was just in the US in January). This way, I would know how the dyad was doing, they could get mother-to-mother support, I could offer free evaluation and simple follow-up and mom would be very willing to schedule appts if needed--maybe seeing and hearing about so many other successes inspired her to do so. Whatever the reason, it is the best system I have come up with for me and I rarely had moms I did not hear from again. Tow, IBCLC, Toulouse (in Paris for two months), FR > > Good morning, all ... > > I'd love to ask a question about client follow up and how you all handle > checking in with clients (if you do at all) once your business with them is > over. Is follow up, a phone call or email, part of your closing > instructions? I usually put in a call or email the week after our final > visit to see how things are going. I also ask them to check in with > me, because I don't want to be a " nagging mother " type calling them, you > know? But I find I don't have much success unless a mom has a question or > does wind up needing more help. > > I guess I'm struggling with the boundaries issue ... with LLL I tend to see > moms each month for a while so I can measure success that way, or with a > labor doula client - baby is born, job is done, closure is some what more > obvious (albeit not without its own boundary issues). > > Any tips? And yes, I'm dealing with this now with a brand new baby I saw > three weeks ago and haven't heard from despite an email and phone call. I > think this is just an adjustment thing for me - > to become more comfortable with not ever knowing what became of a certain > mama/baby. > > Much obliged, > Deirdre > Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 29, 2011 Report Share Posted January 29, 2011 , I love your idea of the weekly mother’s group, and if I had a location to hold it, I would definitely try that myself. I understand your concern that the “week of care” would be just too demanding. I have not found it to be because firstly, I am in charge of whether or not they have a follow-up visit. Second, I require that follow-ups be held at my home office so that I am not driving around town. They do that if they need it badly enough. Finally, and maybe most surprisingly, I rarely have anyone who takes advantage of this. They generally only come in when there is a real need. I do, however, have people take advantage of my willingness to talk on the phone. That is certainly a place where I could be better at drawing boundaries. In any case, I certainly agree with you that the new mother doesn’t always know when to call or have the emotional energy available to make that effort. Becky , IBCLCMilky WayLa Plata, MD Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 29, 2011 Report Share Posted January 29, 2011 @ where do you hold yourOnce a week support group? Sent from my, selling Jon's plasma to pay for my iPhone, iPhone. Like Becky, I come from an LLL background, and it has clearly informed the way I structure care. I never assume a mother is going to have the frame of reference to know which things are significant enough or appropriate to trigger a phone call, nor do I assume she will necessarily get around to it. How many times have you talked to a mom, for example, who didn't know that she should call because she developed something she perceived as solely a medical problem (so only called her doctor), such as plugged ducts or yeast or mastitis. I want to prevent those moms from spiraling down a medicalized path, so I am willing to call them, within reason. Or a mom who was going to get around to calling, once she dragged herself out of her exhaustion, pumping schedule, etc long enough to think about it? (I will admit I am more likely to think this way with a new mom in the early days pp). I tell the mom she is free to call me (or Lynn--the woman who answers my business phone line, and a former LLLL herself), but that we will follow up with her the next day. And we always do. I find having Lynn do this prevents a lot of the boundary issues that folks have with placing calls and having the mom, who wasn't going to call, now take an hour of phone time. Lynn can evaluate if mom needs or wants to be seen again or simply needs to talk with me and can schedule an appt if needed. But, I am more likely to place the first follow-up call myself and only rely on Lynn should I feel like I need that buffer. OTOH, I cannot imagine how it can be cost effective to provide an entire week of possibly intensive care for one fee? What I do is tell moms that brief calls or emails are included, but more significant time will require a visit or a fee, whether or not it is in person. I find a lot of moms assume that only in-person visits require payment. I try to be very clear about this from the beginning, but it can be challenging. The other thing I do is almost always establish email contact with all of my clients within hours after the consult by sending them supportive materials related to their issues. This way, they have my email address and, as they have freely given me theirs, I can always send a note this way as well. Some moms are more comfortable with email. Even though I follow up, I do not expend a lot of time on it. I have become much more clear over the years when mom needs to make an appt and will no longer spend an hour on the phone, free of charge as I once did. Same with emails--I am not going to spend hours replying to questions by email. I found the best solution for me was to provide a free Mom's group once per week (I am not currently seeing clients in person here in France, so I have not had the group since August, although we all got together when I was just in the US in January). This way, I would know how the dyad was doing, they could get mother-to-mother support, I could offer free evaluation and simple follow-up and mom would be very willing to schedule appts if needed--maybe seeing and hearing about so many other successes inspired her to do so. Whatever the reason, it is the best system I have come up with for me and I rarely had moms I did not hear from again. Tow, IBCLC, Toulouse (in Paris for two months), FR > > Good morning, all ... > > I'd love to ask a question about client follow up and how you all handle > checking in with clients (if you do at all) once your business with them is > over. Is follow up, a phone call or email, part of your closing > instructions? I usually put in a call or email the week after our final > visit to see how things are going. I also ask them to check in with > me, because I don't want to be a "nagging mother" type calling them, you > know? But I find I don't have much success unless a mom has a question or > does wind up needing more help. > > I guess I'm struggling with the boundaries issue ... with LLL I tend to see > moms each month for a while so I can measure success that way, or with a > labor doula client - baby is born, job is done, closure is some what more > obvious (albeit not without its own boundary issues). > > Any tips? And yes, I'm dealing with this now with a brand new baby I saw > three weeks ago and haven't heard from despite an email and phone call. I > think this is just an adjustment thing for me - > to become more comfortable with not ever knowing what became of a certain > mama/baby. > > Much obliged, > Deirdre > Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 29, 2011 Report Share Posted January 29, 2011 While all my forms and such state that it is the moms responsibility to call/contact me, I always follow up on my own time since that is what feels best for me personally. Depending on the type of case, I’ll usually call/email a couple of times after the initial appointment (more if needed, less if I get the vibe that mom needs space or is doing 100% fine). I do not mind “hand holding” until mom/baby feel good about how things are going. I do ask outright if the family minds if I call and check in. So many moms are overwhelmed anyhow that me calling them is usually much appreciated. However if I get the sense that mom no longer needs or desires a touch base call/email, I leave it at that. I realize that families all have different follow up needs/styles and don’t necessarily expect their health care provider to be checking in so frequently. I also think the amount of phone/email follow up an LC does is a really personal choice. You have to do what authentically feels good to you and at the same time not feel disappointed if a family doesn’t call to provide feedback, etc since they probably wouldn’t call their other health care providers back either and that is how some families view their time with us. Also, sometimes no news is good news and no contact means they are doing fine now. The families I do see take advantage of in-between appt touch base contact are the ones that often persevere through some really tough challenges. Cole Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 30, 2011 Report Share Posted January 30, 2011 after changing few places due to schedule conflicts or privacy issues, I started hosting the group in my home. I use meet-up to advertise and members have tone approved (for the protection of my/their privAcy. I also use the group for those thAt I know cAnnot a private visit. Dana Schmidt, www.Cradlehold.netSent from my iPhone , I love your idea of the weekly mother’s group, and if I had a location to hold it, I would definitely try that myself. I understand your concern that the “week of care†would be just too demanding. I have not found it to be because firstly, I am in charge of whether or not they have a follow-up visit. Second, I require that follow-ups be held at my home office so that I am not driving around town. They do that if they need it badly enough. Finally, and maybe most surprisingly, I rarely have anyone who takes advantage of this. They generally only come in when there is a real need. I do, however, have people take advantage of my willingness to talk on the phone. That is certainly a place where I could be better at drawing boundaries. In any case, I certainly agree with you that the new mother doesn’t always know when to call or have the emotional energy available to make that effort. Becky , IBCLCMilky WayLa Plata, MD Quote Link to comment Share on other sites More sharing options...
Guest guest Posted January 31, 2011 Report Share Posted January 31, 2011 I am now in France so not seeing clients except by skype, but when I was in the US, I held them at my office--there was a large waiting area as the office was in a suite with other offices. I would not have been willimng to take an office that did have such space available as the group is too critical, IMO. Tow, IBCLC, Toulouse(Paris at the moment), France > > > > > > Good morning, all ... > > > > > > I'd love to ask a question about client follow up and how you all handle > > > checking in with clients (if you do at all) once your business with them is > > > over. Is follow up, a phone call or email, part of your closing > > > instructions? I usually put in a call or email the week after our final > > > visit to see how things are going. I also ask them to check in with > > > me, because I don't want to be a " nagging mother " type calling them, you > > > know? But I find I don't have much success unless a mom has a question or > > > does wind up needing more help. > > > > > > I guess I'm struggling with the boundaries issue ... with LLL I tend to see > > > moms each month for a while so I can measure success that way, or with a > > > labor doula client - baby is born, job is done, closure is some what more > > > obvious (albeit not without its own boundary issues). > > > > > > Any tips? And yes, I'm dealing with this now with a brand new baby I saw > > > three weeks ago and haven't heard from despite an email and phone call. I > > > think this is just an adjustment thing for me - > > > to become more comfortable with not ever knowing what became of a certain > > > mama/baby. > > > > > > Much obliged, > > > Deirdre > > > > > > > > Quote Link to comment Share on other sites More sharing options...
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