Journey Together
Medical Professionals
Build a Collaborative Team
Build a Collaborative Team
Build a Collaborative Team
- Why: Chronic conditions often require input from multiple providers—doctors, specialists, therapists, and more. A team that communicates well reduces confusion and gaps in care.
- Tips: Choose providers who are open to collaboration. Ask, “Are you comfortable coordinating with my other specialists?”
Mutual Respect
Build a Collaborative Team
Build a Collaborative Team
- Why: Being heard, believed, and treated with dignity is foundational to good care. It's important that you feel respected and that you can respect your providers.
- Tips: Trust your gut. If a provider dismisses your concerns, it’s okay to respectfully seek a second opinion or switch.
Keep a Health Journal
Build a Collaborative Team
Prepare for Appointments
- Why: Chronic conditions involve patterns, flare-ups, and long-term tracking. Organized records help your team make informed decisions.
- Tips: Include symptoms, medications, test results, questions, and notes from appointments in one place (physical or digital). Here's how to start a health journal.
Prepare for Appointments
Communicate Clearly & Assertively
Prepare for Appointments
- Why: Time is limited, and it’s easy to forget important details. Coming prepared helps you make the most of every visit.
- Tips: Bring a written list of symptoms, questions, and goals. Prioritize what matters most so it gets addressed first.
Bring an Advocate When Needed
Communicate Clearly & Assertively
Communicate Clearly & Assertively
- Why: Extra support during appointments helps with communication, memory, and emotional backup.
- Tips: A trusted friend or caregiver can take notes, ask questions, or help you feel more grounded. Ask, “Would you be okay coming to this appointment with me?” Or consider recording the appointment on your phone to help recall what was said.
Communicate Clearly & Assertively
Communicate Clearly & Assertively
Communicate Clearly & Assertively
- Why: Your voice is key in your care. Clear communication helps avoid misunderstandings and ensures your needs are met.
- Tips: Practice saying, “Here’s what I’m noticing,” or “These are the top concerns I’d like to cover today.”
Remember Your Mental & Emotional Health Too
Remember Your Mental & Emotional Health Too
Remember Your Mental & Emotional Health Too
- Why: Chronic conditions can impact mood, identity, and relationships. A whole-person approach includes support for mental wellness.
- Tips: Consider seeing a therapist, counselor, or support group familiar with chronic health issues.
Follow Up and Stay Informed
Remember Your Mental & Emotional Health Too
Remember Your Mental & Emotional Health Too
- Why: Care doesn’t end at the appointment. Following up ensures plans move forward and results aren’t missed.
- Tips: Call about test results, request summaries, or use patient portals to stay in the loop.
You’re the Expert on Your Body
Remember Your Mental & Emotional Health Too
You’re the Expert on Your Body
- Why: Healthcare providers bring knowledge, but you bring lived experience. An effective health care team values both.
- Tips: You're the primary "interpreter" for your body. Don’t minimize your insight. Say things like, “In my experience, this treatment hasn’t worked,” or “I’d like to explore other options.”
Support Staff
In caring for chronic conditions, support staff—like medical assistants, front desk staff, nurses, and care coordinators—play a vital role. These individuals are often the first and last point of contact in your care experience.
Building strong, respectful relationships with them can frequently make processes go more smoothly, reduce stress, and lead to better care outcomes. They are people too!
Below are helpful tips for interacting with support staff.
Understand Their Roles
Understand Their Roles
Understand Their Roles
- Why: Knowing who does what helps you communicate your needs more effectively—and avoids frustration or misdirected questions.
- Tips: Ask, “Who should I talk to about scheduling?” or “Is there a nurse or care coordinator I can follow up with?”
Be Clear & Concise
Understand Their Roles
Understand Their Roles
- Why: Support staff are often juggling multiple responsibilities. Clear communication helps them help you faster and more accurately. They care, but they also don't typically have time to hear your whole medical story.
- Tips: Practice being brief but thorough: “I’m calling to confirm my medication refill and check if prior authorization went through.”
Be Respectful & Kind
Understand Their Roles
Consistency & Continuity
- Why: Everyone deserves kindness—and treating support staff with respect encourages them to be allies in your care.
- Tips: Use names, say thank you, and acknowledge their effort. Even a simple “I appreciate your help today” can go a long way.
Consistency & Continuity
Advocate for Yourself Professionally
Consistency & Continuity
- Why: Having one or two go-to people builds trust and saves energy.
- Tips: Ask, “Is there a staff member I can regularly follow up with for questions about my care plan or scheduling?”
Advocate for Yourself Professionally
Advocate for Yourself Professionally
Advocate for Yourself Professionally
- Why: You may need to speak up to get your needs met—but doing so calmly and confidently keeps communication open.
- Tips: Try, “I understand you’re busy, but I really need help with this,” or “Can we double-check that this was sent?”
Part of Your Team
Advocate for Yourself Professionally
Advocate for Yourself Professionally
- Why: Support staff are not “less than”—they are integral. Treating them as valued team members creates a more connected, cooperative care experience.
- Tips: Include them in your care conversations when appropriate. Acknowledge their part in your overall wellness journey.
Scheduling or Administrative Staff
Use Written Communication When Possible
Use Written Communication When Possible
- Why: These team members often control access to appointments, referrals, and paperwork—having a positive relationship with them can make your care smoother.
- Tips: Be polite and patient, even during delays. Say things like, “I know your schedule is busy—thank you for helping me find a time that works.” Ask if you can be on a waiting list if there is a cancelation.
Use Written Communication When Possible
Use Written Communication When Possible
Use Written Communication When Possible
- Why: Chronic conditions can come with brain fog or fatigue. Written messages reduce errors and give you a record of what was said.
- Tips: Use patient portals, email (if available), or request written instructions after appointments.
Express Gratitude
Use Written Communication When Possible
Express Gratitude
- Why: Support staff often go unrecognized. A simple thanks can deepen your relationship and improve future interactions.
- Tips: Leave a positive review, thank them in person, or tell their supervisor when someone goes above and beyond.
Pharmacies
Use One Pharmacy
Build a Relationship
Build a Relationship
- Why: Using the same pharmacy helps build trust, maintain accurate medication records, and avoid dangerous interactions.
- Tips: Whenever possible, stick with one location. Let them know about all medications and supplements you’re taking.
Build a Relationship
Build a Relationship
Build a Relationship
- Why: Pharmacists can become trusted allies—answering questions, flagging issues, and even advocating with insurance.
- Tips: Introduce yourself. Use their name. Say, “Thanks for all you do—I really appreciate your help managing my meds.”
Ask Questions
Build a Relationship
Ask Questions
- Why: Understanding how your medications work helps you use them safely and effectively.
- Tips: Ask about side effects, interactions, or timing: “Should I take this with food?” or “Is it okay to take this with my other meds?”
Be Kind
Clarify Insurance & Prior Authorizations
Ask Questions
- Why: Pharmacies are often under high pressure. Your respect builds a more collaborative relationship.
- Tips: Stay calm during delays. A sincere, “I know you’re juggling a lot—thanks for helping me,” goes a long way.
Plan Ahead for Refills
Clarify Insurance & Prior Authorizations
Clarify Insurance & Prior Authorizations
- Why: Running out of medication can cause flare-ups or complications. Planning ahead gives you a buffer for delays.
- Tips: Set reminders or request refills a week before you run out. Ask if they can auto-fill recurring prescriptions.
Clarify Insurance & Prior Authorizations
Clarify Insurance & Prior Authorizations
Clarify Insurance & Prior Authorizations
- Why: Medications can get held up due to insurance issues. Your pharmacist can help navigate those barriers if you communicate openly.
- Tips: Ask, “Is this delay related to insurance or a prior authorization?” or “Can you tell me what my options are?” More info on GoodRX and prior authorizations.
Pill Organizer & Med Tracking Systems
Pill Organizer & Med Tracking Systems
Pill Organizer & Med Tracking Systems
- Why: Staying on top of multiple medications is easier with structure—and your pharmacy may be able to help.
- Tips: Ask if they offer blister packs, refill synchronization, or a printed med schedule to keep you on track.
Communicate Changes
Pill Organizer & Med Tracking Systems
Pill Organizer & Med Tracking Systems
- Why: Changes in your condition or medications can affect how other meds work. Keeping your pharmacist updated protects your safety.
- Tips: Say, “My doctor just added a new med. Can we check for interactions with what I’m already taking?”
Part of Your Care Team
Pill Organizer & Med Tracking Systems
Part of Your Care Team
- Why: Your pharmacist isn’t just dispensing meds—they’re part of your overall healthcare plan.
- Tips: Treat them as a partner. Ask for advice, follow up with questions, and keep the conversation going.
Insurance Providers
Understand Your Coverage
Communicate Clearly & Kindly
Understand Your Coverage
- Why: Knowing what’s covered (and what’s not) helps you plan, ask the right questions, and avoid surprise bills.
- Tips: Request a summary of benefits or speak with a representative to clarify coverage for specialists, labs, prescriptions, and therapies.
Know Key Contacts
Communicate Clearly & Kindly
Understand Your Coverage
- Why: Insurance companies can be hard to navigate. Knowing who to call for specific questions saves time and stress.
- Tips: Ask for a case manager or benefits coordinator if you have ongoing medical needs. Keep a contact list of helpful reps.
Communicate Clearly & Kindly
Communicate Clearly & Kindly
Communicate Clearly & Kindly
- Why: Insurance reps are more likely to go the extra mile when treated with respect, even during frustrating situations.
- Tips: Use calm, specific language: “I’d like to better understand why this was denied,” or “Can you walk me through my options?”
Document
Learn the Appeals Process
Communicate Clearly & Kindly
- Why: Keeping records protects you if you need to appeal, follow up, or clarify what was said.
- Tips: Write down names, dates, and reference numbers. Save emails and letters. Keep a dedicated file or digital folder.
Ask Questions
Learn the Appeals Process
Learn the Appeals Process
- Why: Insurance language is complex. Clarifying now prevents problems later.
- Tips: Say, “Can you explain that in simpler terms?” or “Can you send that to me in writing so I can review it?”
Learn the Appeals Process
Learn the Appeals Process
Learn the Appeals Process
- Why: Denials are common—but many are reversed with proper documentation and persistence.
- Tips: Don’t give up after a “no.” Ask, “What are my next steps?” and request a written reason for denial. Your healthcare team can often support appeals. Learn more tips on the appeals process.
Be Proactive with Authorizations
Be Proactive with Authorizations
Be Proactive with Authorizations
- Why: Delays in authorizations and approvals can postpone care. Stay ahead to keep things moving.
- Tips: Follow up regularly: “Has the prior authorization gone through?” or “Is there anything you need from my doctor to move this forward?”
Online Tools & Portals
Be Proactive with Authorizations
Be Proactive with Authorizations
- Why: Online access makes it easier to track claims, benefits, and authorizations without waiting on hold.
- Tips: Register for your insurer’s member portal and app. Check it regularly for updates or coverage changes.
Building Allies
Be Proactive with Authorizations
Building Allies
- Why: Insurance reps often want to help, even within a complicated system. Building rapport can lead to smoother resolutions.
- Tips: Acknowledge their help: “Thank you—I know this isn’t easy to sort out, and I appreciate your time.” You may be remembered next time you call.