Natalie Davis is the CEO and co-founder, an organization dedicated to making the healthcare system even more equitable.
Seeing the public response to healthcare unfolds over the last few years, it feels a little predictable. The rise of the wellness industry, growing but unfounded skepticism about vaccines, general doubts and anger towards our healthcare facilities. And with the recent tragic death of United Healthcare CEO Brian Thompson, the sentiment of people regarding healthcare in the country is even more important.
We've spoken about how over 25,000 people currently map the human experiences of healthcare, but in many cases people feel that they don't understand how to navigate the healthcare system. It's there. Many people feel that they are the only person who feels this way. They were alone, worried about costs, “Are there anyone as confused as me?”
We've traveled around the country listening to people from all kinds of communities, so we've revealed some rather plain insights. People everywhere struggle to buy health care, and they are shuffled among different providers who are not talking to each other. Make others wealthy. From trying to avoid high out-of-pocket costs to sifting through the confusing buildings after buildings, people often feel like they are wandering through the maze of health care systems themselves.
Bound between providers
I want people to be healthy over and over again, but I don't feel that our health care system is out to help them. That is an obstacle to overcome. Some feel that they are designed to make money from them. An example is: You are experiencing jaw pain, so go to your primary care provider. Your primary care provider says they can't help you and will refer you to ear, nose and throat specialists. Ear, nose and throat experts say this looks like a problem for dentists. You will visit your dentist. You say this looks like a problem for ear, nose and throat specialists.
Bouncing off among providers who don't know what your other doctors are telling you, it's a medical experience that many people have. In this situation, you may be very unhappy with a process that hears better than understanding which provider you should talk to. Plus, they pay attention at each step of the process, but still, there is no answer. From our conversations I learned that this kind of story is not unique. As one person told us, healthcare is like a cafeteria line. You can move from provider to provider, scoop up your healthcare into the tray, then tell them to move along.
Cost burden
It's no wonder people are distrustful of this system. People seem to feel that the health care system is benefiting their health and take as much time as possible from them. They are not always able to depend on, understand, or stock up on it. They may also see the impact of hospital integration on their communities and health. As someone recently told us, “They're getting bigger and we're getting smaller.”
Healthcare is expensive. This is no surprise. But what's surprising is the type of extra charge charged on a patient's bill, as it appears to be no reason at first glance. One of the prices they may see after a visit is the facility fee. These fees are charged because they are being cared for at a doctor's office or clinic owned by a large hospital or health system. There have also been cases where a facility fee was charged for meetings with doctors on Zoom. In many cases, these charges are not covered by insurance, not disclosed in advance, and may exceed the actual cost of care you were sought.
These facility fees have appeared in mailboxes nationwide as small hospitals and doctor offices are being ingrained in large businesses everywhere. At the same time, some of these large companies are reportedly taking important cost-cutting measures (Paywalls) that are often aimed at increasing profits despite potential health effects. People are watching because they are there.
What healthcare leaders can do
Healthcare leaders across the industry are driving new ideas that they believe will solve the biggest healthcare problems. Nevertheless, people may feel like they're not being heard yet. They can feel their challenges are ignored, which can lead them to look for answers outside the system.
However, it is important not to misunderstand this feeling. People are clearly upset by the system, but that doesn't mean they want an attack on the services it covers, including their healthcare coverage or vaccines. Like I said, we spoke to over 25,000 people in all 50 states. And if skepticism about vaccines and fluoride is the key driver of people's complaints about health care, we would have heard about it.
To restore trust, leaders in the health care space need to listen to what people are saying and provide changes to the target they want, such as affordable prices and personalized care. We need to take steps towards creating a patient first health care system that treats patients as a whole, rather than a collection of issues with each provider. Patient-first care (also known as value-based care) is an approach to paying health care that prioritizes quality over quantity by linking patient health outcomes to payment. We encourage providers to partner with healthcare people to resolve the root causes of medical problems and to resolve the root causes of medical care.
When we say we are forced to take care of health and struggle to advocate for policy changes to make care more affordable, we should hear people.
People just want to be healthy. But now I see that they feel stuck between their medical needs and our healthcare system. From policymakers to advocates and industry leaders, we all need to be involved in listening to what people are saying and providing the change they need.
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