HealthcareWhisperer
HealthCare Whisperer

Healthcare Navigation Tip#7 Asking Questions

I tell people to make a list of questions before going to a medical visit. Take some time before the visit and think about what your concerns are.  There is a good chance you will forget at the visit what you wanted to ask the medical professional if you don't have a list.  Having questions can help focus the visit and act as a reminder of what information you need.  There often is not enough time in a visit to get all your questions answered.  It is important to prioritize the list.  For instance, if you are going to start a new medication, your prioritized questions may be what are the side affects?  What should I do if one occurs? Will it interact with any of my other medications?  If you have researched the medication, have a specific question about the information, ask.  

The hardest part maybe remembering the responses.  Try to write down some of the answers.  Otherwise, when you are finished with your visit, sit in the waiting room, coffee shop, or car for a minute and write down what you remember.   
 
If the visit is related to a new diagnosis and you are feeling overwhelmed, take someone with you if possible who can ask the questions and be your advocate.   You can listen and the advocate can write the answers.  There can be a difference between what you thought you heard and what the written doctor's answer was. 

Most important, if you have a list, remember to take it out of your pocket or purse!


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The Empowered Patient's Own Standard of Care

It is time for the empowered patient  to have a standard of care for the medical profession.  It is not just a patient's rights concept.  I don't need someone to give me the right to be cared for, be treated with dignity, receive care in a timely manner or have a doctor.  I believe I have that inherent right.  Standards of care are what I expect and want from a provider and hospital.  The medical profession has standards of care of how to treat or not treat my illness, my time and my follow up.  If I believe I am an equal partner in my healthcare, then I need to have a standard by which I measure my providers.  For so long patients have been like baseball players before free agency.  We are not involved or maybe peripherally involved with decision making.  We are often limited by our insurance options and are grateful we have a payer source.  We have come to expect the 15 minute visit, the wait for specialty appointments and procedures, and the slow response to follow up questions.  

The empowered patient's standards of care offers a way for the consumer to be a participatory member of the healthcare team.  All things being equal, the consumer is a vital piece of the puzzle. A standard of care could address medical relationships, expectations,  communications, team participation while being respectful and supportive.  What it is not, is a list of demands.  It is a guideline for the manner in which I expect my healthcare needs to be considered and managed.

What would be in a patients standard of care?   Here is one idea.  Questions answered whether in the office , by phone or email in a timely fashion.  Here's another idea.  I expect the provider/ hospital to listen to the information I have gathered in regards to treatment options and work with me.  These are just two ideas and there are many more.  

I have started telling my advocacy clients, believe in yourself as the empowered patient.    The threshold has been crossed as to the changing role of the patient.  Knowledge, information and technology have facilitated that  change.   Many, but not enough, in the medical profession have embraced the change.  Just like free agency, there is no looking back.





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Why Being an Empowered Patient is Important

I define the empowered patient as someone who knows what they want from their medical team and expects a team approach to their healthcare.    The E patient expects to be listened to when presenting data and to have questions answered.   The goal is to close the gap between patient and medical provider to enhance quality of care.  The E patient voice is an  important part in the care equation.  It is a voice that understand the medical profession is overwhelmed, respects time constraints and is cognizant of the myriad of on going changes in medicine and standards of care yet demands to be heard and listened to.

My message today is  be fearless and use your voice to have a list of questions at each visit, to have researched options, to question medications, to ask for more information on a procedure, to question outcomes and to follow up via phone, or email with the provider.   By being more involved in your care, you are protecting yourself, addressing safety issues, and feeling secure in treatment and care.

Thanks to the many pioneers who have fought to get the healthcare needed and create the empowered patient movement. Here is an examples of two wonderful E pateint advocates.

Dave  deBronkart    www.epatientdave.com

There are many more people who have blazed the path.
  Be inspired by their work and commitment.  I know I am.

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Interstate Insurance: More Questions Than Answers

I listened to the Healthcare Summit .  For me, it was riveting.  It was of course political.  I was struck by the determination of the Republicans to push the interstate insurance concept.  Wow it sounds so incredible.  But I don't follow their logic.  I kept hearing as an example that if someone in California had high premiums, they could shop for a policy say in Oregon or Nevada where costs were maybe 30-40% less.  This , they said was free market thinking. Here is my concern.  Once the Californians start flooding the marketplace in Nevada or other states, those states will raise their rates for the same reasons rates are raised now.  The people in those states will no longer have cheaper insurance and the cycle starts over.

No one has addressed whether or not  buying healthcare insurance in another state, eliminate "out of network" doctors or hospitals.  I can only hope it would mean, I could go anywhere in the country and my health insurance would cover it.   Will contracted or reasonable and customary fees be the same across the board nationally for providers and hospitals?  Will the doctor in New York  get the same reimbursement as the doctor in Jackson Hole, Wyoming?  Or will there be a sliding scale based on regional economic levels?  This all sounds "socialistic "to me.  

If an interstate plan is now considered out of network, then the cost to the consumer will rise.  Out of network per cent of payment is higher for the consumer usually 40-50% of cost.  Some plans won't even pay out of network cost. If all your medical bills are now out of network,  your cost per visit and hospitalization will rise.  It sounds good to have lower premiums but it won't help if out of pocket costs are higher.

Another issue is the credential process  of the doctors and hospitals for all the plans nationally. Currently individual plans control their own credential process.  There is a central clearing house for documents but each company has their own contracts and specific needs.  Large practices and hospitals have departments that handle this process but smaller and rural practices will suffer if multiple credential processes are going to be necessary.  It is time consuming and labor intensive.  The government would have to mandate by law a central credential center.  More big government and this is a Republican idea!

Overall, I don't see this idea as a viable concept.  The insurance companies would have to be made to change much of the way the offer plans and make money.  I don't think the Republicans intend to ask the insurance companies to make such major changes.  Plus it would take multiple laws to control the interstate commerce of health plans.  There would need to be oversight and control.  Again, not a basic Republican calling card.  

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Dear Senator Scott Brown.

Dear Senator Brown,
You are my new senator.  I just listened to your reasons for dismissing the Obama proposal for healthcare reform.  It made me think you hadn't read  the proposal.  We in Massachusetts are lucky to have health insurance for all.  I know because I am a patient advocate and deal with healthcare and insurance issues nationally as well as locally.  My local clients are able to get insurance even if they are receiving unemployment.  Do you know what that means to someone who has chronic healthcare issues and has lost not just their job but health insurance also?  Did you talk to those people when you were campaigning as MR 41?  So many people in this country and not just the very poor have no health insurance.  Do you know why?  Many are refused health insurance because they had breast cancer or any cancer, or because they were born with a heart defect or  developed acne ( is considered possibly precancerous) or had a stroke.  How can you justify not supporting a bill which eliminates pre existing conditions?  

People in this country are dying without health insurance.  The number is 45,000 a year.  Did you know that?  Can you turn a blind eye to those who lived the American dream, paid taxes, voted Republican, saved for retirement yet end up going bankrupt because they have been dropped from their insurance and die?

                                        No Republican plan addresses the above issues.

You need to stop the rhetoric, people will loose their current insurance.  You know if you read the bill, it doesn't say that.  In fact, it specifically says you won't loose it.  Hey, if I am wrong show me where it says, All people with current insurance will loose their insurance.  I don't want to loose mine.

The Republican stance, and now yours, is Obama's bill would bankrupt America. However, healthcare costs if continued unchecked or unchanged will increase the deficit and cause financial crisis. Who will bear the burden of staggering healthcare costs?  Why aren't you outraged by the cost of premiums?  Yes, it is all going to have a cost. I am asking you to stand up  and figure out how to pay for it and not just be Mr. 41.   Please don't use Medicare as a way to stymie healthcare reform.  Medicare donut holes need to be closed.  Fraud, abuse and  medicare advantage plans need to be controlled. 

I support healthcare reform.  Am I Democrat or heaven forbid a liberal then?  WHO CARES!  I want to stop getting calls from crying clients stating they have been denied or dropped by an insurance company and start to get calls asking me to help them find the best plan.
Senator 41 can you do that NOW?

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Healthcare Navigation Tip#6 HIPPA

                                         Your Medical Records and HIPPA

The federal government passed a law in 2002 called the Health Information Privacy and Protection Act, HIPPA.  This bill was enacted for  patients to have control over their medical records as to privacy and personal access.  It is your right to see all your medical records.  No medical facility or practice can deny you a copy of your records.  The law is designed to protect you not the facility.  It is also your right to make corrections of the records if there is any misinformation.  You can receive a copy of your records by filing out the required form.  You can also put the name of anyone who you give permission to also view your records.  Receiving records can take up to thirty days but most take between one to two weeks. You must be told exactly how long it will take.  If you have any difficulty with the form, the medical records department or you are refused access, contact the HIPPA compliance person.  Every medical facility and practice must have a person who oversees compliance. If you do not get your records, contact the state HIPPA compliance office.  Mental health medical records are designated to have a separate chart to ensure complete privacy and security.  

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Healthcare Navigation Tip#5: The Second Opinion

                                                                                The Second Opinion
If there is a new diagnosis, chronic illness, need for a radiological tests, surgery or procedure, get a second opinion.   Medical professionals do not always agree on the diagnosis or treatment.  A new set of eyes can read a report, lab or radiological films differently.  In order for you to make an informed decision about your healthcare, you will need to know all your options.  Insurance companies generally pay for a second opinion and even a third or fourth opinion.  Your doctor will not drop you for getting a second opinion. Many doctors appreciate a second opinion.

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Health Navigation Tip#4: The Hospital

A hospital admission whether an emergency or planned is stressful.  It is easy to feel overwhelmed by the institution's rules and regulations.  A consumer does not loose their rights upon entering a hospital.  It is just a more daunting task to get what you need.  Remember, hospitals work like a clock, regulated and timed.   Here are some tips to help you.

                             You or a family member should:
  Know what surgery, procedure or test you are having and why.
  What are the potential outcomes, side effects and adverse reactions.
  How long will the stay be?
  Bring a list of medications (It is always good to keep a list in a wallet in case of emergency)
  Bring a list of your medical history.
   If  having a surgery,  mark the area in big letters, for instance "Right toe"
  Have a signed HIPPA form with a list of authorized people who can speak with staff in your chart. 
  If there is an unexpected decline or infection, ask for a rapid response team to make an assessment,
     or contact the doctor in charge of the floor, and if needed the medical director.
  If You feel you are not being listened to, contact the Patient Relations department immediately. 
  You can get a copy of your records before leaving.
  Many hospitals allow a family member or friend to stay overnight in the room.  
  Ask for an explanation of any new medications being given.  
  If possible have a signed Living Will and medical power of attorney in your chart.
  You can ask for an itemized bill.  Even with insurance, there may be coinsurance payment.  Hospitals do make mistakes
    with bills.
  If Discharge planing is needed, start the process as early as possible.  Make sure you are involved with the discharge           planner or care manager.  The plan should not be a surprise to you or your family.
  Make sure you have  prescriptions to take home and get filled.
  ASK ALL THE QUESTIONS YOU WANT UNTIL YOU HAVE CLARITY!

The best way to accomplish your goals is to communicate with the staff from the first day.  Make sure the staff knows who the point person is and the information you will be wanting on a regular basis.  I always advise use the chain of command to get desired results.  If you or your family feel stuck or feel unheard, get an advocate.   
  
  
    

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My Constitutional Amendment: NO PRE EXISTING CONDITIONS

 I read an article in the Boston Globe by David A. Lieb, reporting that in several states there is a movement to place on the November ballot, a constitutional amendment  to create a "state based right for people to pay medical bills from their own pocketbooks and would prohibit penalties against those who refuse to carry health insurance."  I asked myself, " Do I live in a parallel universe or on a different planet?" Would this amendment mean my clients who are left with thousands of dollars of medical bills have the right to pay them and perhaps file for bankruptcy?   Does this also mean the person who is denied insurance because of pre existing conditions and has a recurrence of a cancer now has the constitutional right to pay their bills?  Is this bill being supported by the insurance lobby?

The article stated the  American Legislative Exchange Council (ALEC) was driving this movement.  I read the information on their website and found it well presented yet inaccurate in places.  One of the premises for an amendment is to stop any single payer system.  Their premise reads:

                                            Protecting the Doctor-Patient Relationship
"ALEC's Freedom of Choice in Health Care Act ensures a person's right to pay directly for medical care.  Single-payer systems, like in Canada, make it illegal for citizens to go outside the government's health care plan and contract for their own medical services.  Cost overruns require most single-payer plans to restrict patient choices, and instead mandate an "evidence-based" treatment schedule that standardizes care."  (taken from ALEC website)

I am not going to discuss the single payer system but the premise that evidence based medicine already controls our health care.
This process already exists and it is called the insurance companies. One of the reasons I left private practice was because it was being controlled by the myth of evidence based medicine.  Our care already is dictated by what the insurance companies deem medically necessary based on cost and evidence based medicine.  It is an illusion to think that most doctors haven't bought into this.  It is the standard in medical care now.  Evidence based medicine translates into : thinking outside the box means no reimbursement and patient pays.  There is always a third person in the room with the doctor and patient , the insurance company.  How many people can afford a treatment not covered by health insurance?  Very few and many die because the treatment is unreachable financially.

ALEC also wants states to allow citizens to buy healthcare across state lines.  Great idea and  would agree if ALEC could guarantee it was not considered out of network.  Yes let's have more  insurance options with lower premiums.  The problem is all the options allow insurance companies to exclude for pre existing conditions and drop people if costs are too high.  Why can't ALEC get on board with no pre existing conditions?  Perhaps there would be less uninsured if insurance companies couldn't deny people coverage because they had been sick.

I would like ALEC to do the research or talk to  people like myself who daily are trying to secure health insurance or negotiate medical bills or get an insurance company to pay for a much needed procedure that every doctor agrees is necessary.    What relief will an  amendment give to any American to relieve increasing premiums or being denied for pre existing conditions or have thousands of dollars of medical bills?  I want an amendment that reads NO PRE EXISTING CONDITIONS and NO DROPPING PEOPLE FOR BEING SICK!

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Healthcare Navigation Tip#3: The Doctor's Visit

                                                            The Doctor Visit
Have a list of prioritized questions.  Many doctor’s visits are time limited and rushed, so it is important to know what are the most important questions to get answered.  If you have researched a topic, bring the information with you.  Some doctor’s like informed patients and appreciate the information but not all.  If your visit is about a new diagnosis, medication, new symptoms or concerns, bring someone with you.  This person can take notes, read your question list and be a general support.  Many people forget what was told to them during the visit.  Do not hesitate to call the doctor’s office after the visit, if you have further questions or are not clear on what was discussed.  Ask to speak with the doctor’s nurse or medical assistant.  If your doctor is set up with email, send one asking for clarification.

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