Like it or not, the reality is that you WILL be involved in medical care issues sooner or later. One of the most regularly irritating and frustrating problems is the cost of medical care. You, or people that you care about, will lose a lot of money and/or a good credit rating if you refuse to act like the winner that you can be. While we will be specific for South Carolina, many of the "tips" work in any state. Starting immediately:

Winner habits:

1. YOU are the customer...act like one (health-care providers and insurers are the servants...the people you have obtained/bought services from).

2. BUT, be especially careful that you NOT take out frustration and anger on those who COULD help you if you will be nice, patient, and helpful. Remember, this is your fight; and you can get some gladiators on your side!

3. Be calm, cool, and collected...anger will get you nowhere (get rid of your anger somewhere else...we want you to WIN).

4. Get organized and jot everything down (in a large spiral notebook, file folder, file box, etc.). Document what was said, by whom (get full name and if he/she refuses, ask for their supervisor), and the date and time. You have a right to this information, and it may save you thousands of dollars later in the battle.

5. Decision-maker's name: In any instance, ask "who is the decision maker here?" &, if you have to, using your county library reference librarian, find out who is the top, "in charge" person in the organization you may be dealing with..

6. Written communication in standard business format: when required and/or when you want to be able to prove a communication or a promise "they" made, type it up (beginning with, "Here is my understanding of today's conversation with you; if there are any errors, I expect your prompt correction in writing.") and send to that person and keep a copy for your own file. Always send to an actual person with a name.

7. Grab attention in first sentence: The one in #6 will do.

8. Be polite.

9. Be brief, concise, and to the point: you can add more detail later in the conversation or written communication.

10. Be always prepared to recap what has happened so far...keep a written "time-line" handy or firmly in mind. Staying "mixed up" will make you seem like a weak party in "the fight".

11. Remind (don't threaten) the party factually of how they could benefit or lose if their decision goes one way or the other. That is, stay aware of your value as a customer.

12. State your expectations clearly and specifically and realistically.

13. Set a specific response deadline date (many believe that two weeks is reasonable).

14. Send copies to interested parties.

15. Be persistent.

16. Provide every reasonable means for "them" to respond to you: include mailing address, e-mail address, fax number with area code, voice mail, pager, mobile phone numbers.

[back to the main advisory index page]

(posted Aug. 2001; latest update 6 September 2004)