The Frustrating Business of Healthcare From A Patient’s Perspective
Two times over the past week, I have been kept waiting for more than an hour in expensive waiting rooms by healthcare professionals (don’t worry, nothing serious, just routine visits). It is amazing how unapologetic they were about it. In one case, I walked out and cancelled the appointment because it was the second time this had happened. Even more distressing is the fact that no one ever followed up to apologize and reschedule. And, it’s worth noting that I’m an easy-going patient. It takes a lot to rile me up.
My experience with dentists has become increasingly frustrating because when you do finally get to see them, it feels like they have perfected the art of finding ways to increase their average transaction revenue by selling you services that are optional or unnecessary. It all seems like one big money grab. It bothers me greatly when professionals in traditional positions of trust and authority use their influence to sell me things I don’t need. I grew up trusting my doctor/dentist implicitly and never second-guessing his motivations. The relationship was a long-term, satisfying experience. Today, I feel like I must constantly second-guess medical/dental recommendations and seek out alternative opinions, especially when it comes to my children. My father could never have afforded the medical/dental bills I have to pay today. Moreover, as an adult, I’ve felt compelled to switch practitioners several times due to faulty or unhelpful work.
At what point did healthcare become less about what’s best for the patient and more about the business of delivering care and maximizing revenues? It’s easy to blame the insurance companies (and they certainly deserve their share of criticism), but the profit motive is certainly alive and well with healthcare delivery professionals. Patients are overbooked and herded through waiting rooms. We get to spend little time with the actual doctor/dentist, and it often feels like they are seeking the shortest/easiest route to a diagnosis. Invariably, tests are required, and you usually must go elsewhere to get them done. In addition, leaving an appointment without a prescription is almost unheard of these days, and it requires you to figure out the most affordable option with your pharmacist (more time and expense). I’ve spoken with elderly individuals who dedicate a significant portion of their weekly schedules to managing medical and dental appointments, as well as pharmacy visits. What a mess!
Our current system is unsustainable in an environment where costs are rising and people are living longer. It is economically and logistically unsustainable. Something must give, and I worry that the burden will continue to shift to patients. Sadly, as this happens, people will need to make difficult choices about what they can afford and manage. Ironically, doctors and insurance companies will ultimately end up losing financially in the long run.
Related articles
- Being Pushed Around the American Healthcare System (augustpoint.wordpress.com)
- “Health Insurance Bizarro Economics” and related posts (mahablog.com)
- Complaint Box | The Doctor Won’t See You (cityroom.blogs.nytimes.com)
- Patients could use more group hugs from their doctors (kevinmd.com)
- The Critical Need for Lean Thinking in Healthcare Today (xconomy.com)
