Don't Shoot the Messenger

In healthcare emotions typically run high. The system is frustrating and when you feel crummy it can be infuriating. Add on top of all that a pandemic and ever-changing policies, the last thing you want to be greeted with is “your insurance was denied.”

The collision of mishap and feeling crummy often lead to heated unkind words towards the staff. The big problem with this though, is often the poor staff member is only a messenger of the frustrating situation and not the cause.

We’ve all been there, the phone calls with insurance, the holding on the pharmacy line, the conversation about offices’ policy changes, all of which have a way of making your blood boil. The natural instinct is to complain. Not only is it not fair to that poor employee, but often that person isn't going to be able to do much about it.

The question I try to stop and ask myself is “Is this person the cause of the problem and is he/she going to be able to fix it?” More often than not, the answer is “no” and no amount of complaining or arguing is going to solve the problem.

So you might be asking “How do I solve the issue then?” Here are my top tips:

1. Take a deep breath and take a break!

If you find yourself getting overly frustrated, stop for a minute and breathe. Nothing positive gets accomplished when you are angry. If you need to, call back later.

2. Ask to speak to someone else.

As I mentioned earlier, often times the person relaying the information is not the one who can fix it. That is why this is key. Make sure you are polite when asking. You can say something like, “I really appreciate you trying to solve this. It seems like you have a different area of expertise. Is there someone else who might be able to help me with this?”

3. Do your research.

The more you know on the topic whether that be health insurance or hospital policies, the better off you are. It’s hard to know if you are being told false information if you haven’t done your research. Also, you are more likely to be taken seriously when you know what you are talking about.

4. Ask your doctor for help or clarification.

If it is a big issue and you aren’t finding solutions by yourself, don’t be afraid to ask your doctor for help. Your doctor or nurse can be a great advocate for you whether that be dealing with hospital/office policies or insurance.

5. Don’t make a big deal over a small issue.

When you feel crummy it’s easy to let a small issue get under your skin but try to keep things in perspective and don’t make an issue out of something that’s not.

Healthcare workers do their best to care for each and every patient in a really hard system. While it’s easy to get frustrated when problems arise, remember that the staff are humans too and deserve to be treated with respect and kindness. Next time you are getting frustrated at the doctor’s office or with insurance, remember to take a deep breath and follow these steps.

Disclaimer-

All information provided on this blog is for educational purposes only. Always consult your healthcare provider and/or your insurance provider for your specific situation. This blog does not offer medical advice.