Last Tuesday night, my mom decided to do something she loves: feed apples to the deer. But instead of going out the back door with the even steps and railing, she went out the side door we never use. The driveway has settled over the years, which leaves a step that’s nearly three feet high.
Coming back in, she misjudged the step, lost her balance, and fell backward onto the driveway.
She’s lucky she had her phone and could call me. I called 911.
At the hospital, doctors found she’d dislocated her shoulder, needed ten stitches in her elbow, and had a small fracture in her humerus. They put her under anesthesia twice to reset her shoulder.
When she was discharged, I took her to an orthopedic doctor the same day. No one had checked the rest of her body at the ER or at the doctor’s office. After getting her home, cleaned up, and in bed, I noticed an enormous, dark bruise on her hip. The next morning she could barely stand, crying out in pain whenever she put weight on her leg.
We went back to the orthopedist fearing a fractured hip or broken pelvis. Sure enough, she also had a fractured pelvis.
Thankfully, she won’t need surgery, but she’ll have limited mobility for 6–8 weeks and will need a cane for now.
As I navigated this situation, I had to advocate for her repeatedly. I called the hospital ombudsman and filed a complaint because not one doctor or nurse ever came to her room. The nurse’s aide who discharged her couldn’t answer basic questions. The ER told her to immobilize her shoulder completely, which the orthopedist later said was exactly the wrong thing to do.
If I hadn’t spoken up — insisted on a same-day follow-up, asked the right questions, and refused to take “that’s just how it’s done” as an answer — her recovery could have been much worse.
Business Lessons from the ER
This experience reinforced lessons that apply just as much to business as to healthcare, and especially to leadership and client advocacy.
1. Always question the process.
Just because something is “standard procedure” doesn’t mean it’s the right procedure. In business, as in medicine, blind adherence to routine can cause harm. Challenge the defaults. Ask why.
2. Follow through and look deeper.
The ER fixed what they saw — the shoulder — but missed the deeper issue: the pelvis fracture. How often do we do the same in business? Fix the visible pain point without uncovering the root cause? True problem-solving means examining the whole system, not just the symptoms.
3. Communication is everything.
Lack of communication created confusion and risk. Customers, employees, and patients alike need clarity. Clear expectations, explanations, and next steps can prevent pain later.
4. Advocacy is leadership.
Advocacy isn’t confrontation; it’s care in action. Whether you’re leading a team, managing a client relationship, or helping a loved one, speaking up respectfully but firmly can change outcomes. Great leaders don’t just represent; they protect and empower.
5. Be proactive, not reactive.
The hospital’s approach was reactive. Mine was proactive. In business, waiting until a client complains is too late. Anticipate needs, follow up early, and over-communicate.
The Takeaway
My mom is healing slowly but surely. She’s frustrated, but we’re both grateful.
And I’m reminded that the heart of good business, and good humanity, lies in advocacy, curiosity, and courage.
Sometimes, the most powerful thing you can do whether for a customer, an employee, or a loved one is to refuse to accept “good enough.”
What About You?
Have you ever had to advocate for a customer, a coworker, or a family member when the system failed? How did you handle it?