Return-Path: <nifl-health@literacy.nifl.gov> Received: from literacy (localhost [127.0.0.1]) by literacy.nifl.gov (8.10.2/8.10.2) with SMTP id j13Jcwn20327; Thu, 3 Feb 2005 14:38:58 -0500 (EST) Date: Thu, 3 Feb 2005 14:38:58 -0500 (EST) Message-Id: <42027CCA.7060900@nmdp.org> Errors-To: listowner@literacy.nifl.gov Reply-To: nifl-health@literacy.nifl.gov Originator: nifl-health@literacy.nifl.gov Sender: nifl-health@literacy.nifl.gov Precedence: bulk From: Martha Burton Santibanez <mburton@nmdp.org> To: Multiple recipients of list <nifl-health@literacy.nifl.gov> Subject: [NIFL-HEALTH:4628] Patient resources for phone communication? X-Listprocessor-Version: 6.0c -- ListProcessor by Anastasios Kotsikonas Content-transfer-encoding: 7BIT Content-type: text/plain; charset=ISO-8859-1; format=flowed Status: O Content-Length: 1106 Lines: 28 Hi all - I am having a difficult time locating general information that helps patients advocate for themselves over the phone. Getting the resource information to patients is the relatively easy part. It's getting them to actually *call* and connect with the suggested resource that is the real challenge. I've found lots and lots of stuff to help healthcare providers communicate with their patients over the phone, but nothing to help patients communicate with their providers. I do have a material that lists specific questions for patients to ask their health insurance to determine their coverage limits and what they need to write down, but it isn't generalizable to a broader context. Does anyone have something that could essentially "coach" patients with how to make an effective phone call to a resource/organization and how to document that conversation? Maybe something similar to the "AskMe3" brochure? Thanks, Martha Burton Santibanez Outreach Specialist, Office of Patient Advocacy National Marow Donor Program www.marrow.org 1 (888) 999-6743 x8336 1 (612) 627-8195 fax
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