Part I
Patient
Advocacy: How a ValueCentered™ Approach can Help You Successfully Find
Your Way through Medical and Health Insurance Systems
By Sharon Shedroff
and Shauna Hatton-Ward
My Experience
Have you ever had an experience with your doctor, hospital or
health insurance carrier that did not produce the results you were
expecting? Have you ever felt unsure about what to ask for or how to
proceed with your doctor, hospital or health insurance carrier?
If you have, you are not alone.
Thousands of people experience frustration, a loss of control and
a sense of helplessness as they interact with doctors, hospitals or
health insurance carriers. I
had a recent experience that inspired me to
write this article.
I went for an epidural
injection in my lower back. It’s a procedure that injects steroids into
the spinal area for lower back pain. I came out of the experience much
worse than I was before the injection.
I did not have an opportunity to discuss the problem with my
doctor until three or four weeks after the procedure.
When I finally did speak to him, I requested that he
help me find a way to understand what had resulted.
Without his input, I had come to negative conclusions about what
had happened: I was certain I’d been permanently damaged by the
procedure.
My doctor was able to
reassure me that I had not been permanently impacted, but that I was
experiencing a cycle of severe muscle spasms.
Armed with this perspective, I had the confidence to ask him for
suggestions about further treatment.
His only suggestion was to see a spinal surgeon.
For me this was not an
acceptable alternative, and I realized my physician was not going to
recommend other options. He was well educated and considered by his
peers to be a “specialist in his field.”
Armed with his perspective about my problem I knew that if I wanted
to manage my pain without surgery I would have to develop a treatment
plan without his help. I
also knew that plan would need to consist of other alternatives.
My first task was to gather information from anyone who engaged
in the same kinds of physical activities I participated in (particularly,
competitive horseback riding) and those who had similar health concerns
(lower back problems resulting from bulging discs).
Next, I gathered the names
and phone numbers of health professionals from people who enjoyed my
avocation, whom I trusted and who had similar problems.
I then met with the health care professionals. I gave them as much information as I could about my
experience; allowed them to do diagnostic work; and finally listened
very carefully to their diagnosis and recommendations.
I then determined if I felt they were willing to be a
“member” of my health care team.
I have put together a health care team that includes a
chiropractor, physical therapist and yoga instructor. Each of them knows what the other is doing, and I have made
sure that none of their treatments conflict.
Although my pain continues and is considerable, I feel assured
that I have both given and received important information about my
health. These professionals
are members of my health care team.
I am at the “center of my team.”
Together, we all have the same goal — restoring my good health.
My Position
The key to success in any of the medical systems begins with you, the
recipient of health care services.
Being confident, being sure of what you are doing in any of these
systems is not a set of magical or esoteric powers.
With commitment and a belief that you are, indeed, the expert
about your own health, you can develop a set of skills that will help
you become confident and proactive about getting what you want.
Gaining confidence begins with the perspective that the role you
play in your health care is the key.
Who knows you better than yourself? If you answered the question
with anything other than "me," you might want to rethink your answer.
You, as the patient, have
to live with your state of health day in and day out.
This experience gives you a wealth of information — some of
which your physician couldn’t possibly have access to.
Accurately observing your state of health is the first step
toward gaining confidence about the role you play with the medical
professionals who are responsible for the proper diagnosis and treatment
of your condition.
Being an informed patient,
along with careful listening, arms you with data about yourself.
This will open the door to a dialogue with your team of medical
professionals. If you are
the expert initiating the dialogue you now have an opportunity to
determine if your team is listening to you; if they are responsive to
your concerns; and if they’re willing to develop strategies that deal
with your concerns.
The ValueCenteredTM Rules
The ValueCentered™
approach to patient advocacy assumes that the patient is the confident
leader of their medical team. Take the following steps:
- Build
a Secure foundation: gather information about you and your options
from trusted sources. Explore
non-traditional approaches if they seem to fit for you.
- Take
control: You are the
expert on you, but you can assemble a team that can work together to
give you the best medical care that you can find.
- Be
proud to be the leader – deference does not help when there is
ambiguity, little progress, too few options, or a rigidity in how
the system is relating to you.
- Make
the parts work in harmony. Keep
communications open. Give feedback regularly
The ValueCentered™ approach assumes that the patient is the
central force. It’s hard,
but don’t let the system to take control of you.
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