A tutorial for people entering the US healthcare system for diagnosis and treatment. Realistic expectations are revealed and discussed, as well as the necessity of patients asking questions, listening, and making autonomous decisions based on physicians' expertise.

1. You can advance the slides either by
using the arrows at the bottom of the slide
OR
Moving the cursor to the right or left margin
of the slide and clicking the little hands
OR
By using the arrow keys on your keyboard

2. NAVIGATING
HEALTHCARE
#1 Basic expectations and
communication with your
healthcare team

3. 3

Are you in an emergency? It cannot wait
− CALL 911 or a CRISIS HOTLINE

Are your circumstances urgent? It could wait an hour
1) CALL the physician’s on-call number
2) What are your signs and symptons: what is going on that
concerns you?
3) Do NOT email signs and symptoms – we don’t know when
the message will be seen
4) No physician? No insurance? Go to ER or urgent care

If you have insurance: Many insurance companies have a
nurse hot-line to advise you
Right Now - What are your circumstances

4. 4
EXPECTATIONS FOR THE PHYSICIAN

What are you looking for from your physician and others?
Patients have frequently mentioned the following:
 Are you listening to me?
 Can you explain what is happening to me? Both in mind
and body?
 Do you care about what I know about my body and about
my concerns?
 Can you help me control my symptoms and have a quality
of life (QOL)?
• Are you satisfied with the answers to these questions?
The International Journal of Management and Business, Vol. 9 Issue 1, October 2018

5. 5
WHAT ARE YOUR QUESTIONS TODAY

What are your QUESTIONS about your condition?

No questions? Well, then you’re done with this website
START A NOTEBOOK and BRING IT TO EVERY
APPOINTMENT
Write down your questions BEFORE the appointment
Write your team’s answers in it immediately

Your questions will guide you to the team member who
can help you

6. 6
WHO CAN ANSWER YOUR QUESTION
●
The physician does not have all the answers

Physicians can answer the medical questions about
your condition: the diagnosis (Dx), the standard of
care or first line treatment.

But scheduling, when tests are, cost-billing, phone
numbers, number to call after hours – YOU
PROBABLY NEED TO TALK WITH A NURSE
COORDINATOR, SOCIAL WORKER OR
SCHEDULER
●
HEALTHCARE IS MUCH BIGGER THAN MEDICINE

7. 7
 What do YOU expect? What CAN you expect?
➢ Tell the physician what you want
Then, ask the physician, Does he find these to be
reasonable expectations?
➢ Then, ask the physician what he or she expects
YOU CANNOT BE PASSIVE
 If YOU pay attention, If YOU do your homework, If YOU ask
questions, then:
YOU and YOUR team members will be happier with the outcome
EXPECTATIONS

8. 8
to physician audio, write out audio and save,
physicians Dx based on SSX and other data,
not what you think your Dx should beHealthcare is made up of a team, whether or not the team
members are trained to see themselves that way – Your Team
Some of the players:
Click to hear their responsibilities

9. 9
CONTACTING THE HEALTHCARE TEAM
There are a lot of care givers

Do you have their phone numbers: physician, on-
call number, nurse coordinator, physical-occupational
therapy, the scheduler, your counselor or social
worker, pharmacist/pharmacy

Put all the phone numbers in one place, a place that
you remember

You may have to ask for these numbers. Take the
time to organize them.

10. 10
Complicated Care – Sometimes – ADD
AUDIO

11. 11
#1 HOW TO CALL AFTER HOURS OR
WITH AN URGENT CONCERN
What are your signs and symptoms
●
This is what a physician or nurse has to go on:
1) what do you observe (signs)?

Redness? Bruising? Cough? Headache?
Temperature – is it above or below 100.5
2) what do you feel (symptoms)?

Pain? Fatigue? Dizziness? Anxiety? Palpations –
body feels like it is pulsating?
Give a brief summary of your Dx or condition or
situation
●
You may get someone who is not familiar with your case

12. 12
#2 HOW TO CALL AFTER HOURS OR
WITH AN URGENT CONCERN
●
STOP AND LISTEN
➢
Give the physician time to think
➢
Time to ask questions
➢
Time to give instructions
●
READ BACK TO THE PHYSICIAN WHAT YOU THINK YOU
HEARD AFTER SHE HAS STOPPED TALKING
●
YOU WANT TO BE CLEAR OF THE TAKE HOME MESSAGE:
➢
What are the physician’s instructions

13. 13
● Communicate these feelings to your team
➢ “I feel anxious about the upcoming procedure.”
➢ “I’m concerned that you are not hearing me.”
➢ “How do I approach life with this new diagnosis.”
➢ “I’m so depressed. My life is on hold.”
Reality is: These feelings make a big difference
in your recovery. They need to be addressed.
● Some physicians and nurses are highly
“medicalized” while some have a more “wholistic
approach to their patients
#1 ANXIETY, DEPRESSION,
ANGER, CONFIDENCE

14. 14
You can have a decent Quality of Life (QOL) in
spite of a serious condition
You do not have to be depressed or worried all day
➢ You probably need to talk to someone if you feel
paralyzed by your condition and the healthcare
➢ So, get a referral to someone who does counseling
and keep looking for the right person
Just try it
#2 ANXIETY, DEPRESSION,
ANGER, CONFIDENCE

15. 15
● What to do within the healthcare team:
➢ Occupational therapists are as good as anybody
helping a patient hold these emotions (my
experience)
➢ An experienced social worker, who works with the
physician’s team, can be helpful
➢ Medications, of course. Doesn’t have to be forever
➢ Counseling/therapy
# 2 ANXIETY, DEPRESSION,
ANGER, CONFIDENCE

16. 16
● What to do on your own, but communicate this:
● Stay busy if you can
➢ Getting going is the hard part
➢ Continue a routine or create a new routine
● Do you still work? Do you need to work? Are you
treated well at work?
● To the extent that you can: MOVE, EXERCISE,
MOVE SOME MORE
# 3 ANXIETY, DEPRESSION,
ANGER, CONFIDENCE

17. END BASIC EXPECTATIONS
AND COMMUNICATION
We will continue with
modules that detail specific
situations in you healthcare
“journey”

18. You can advance the slides either by
using the arrows at the bottom of the slide
OR
Moving the cursor to the right or left margin
of the slide and clicking the little hands
OR
By using the arrow keys on your keyboard