Look Inside Young Adult Road Map

l Tell the story. Explain why you have these concerns. This offers more information, so
the medical provider is less likely to interrupt you with questions. For example, instead
of saying “my shoulder hurts,” you might say, “I fell playing soccer a week ago, the coach
iced my shoulder to keep it from swelling, but it seems worse, and I feel a sharp pain in
front when I move it.”
l Bring a written, numbered list of questions. Providers pay more attention when you
pull out a list of questions (on paper or your phone) and say something such as “I have
five questions.” The magic here is pulling out the paper/phone and mentioning numbers.
These provide “cues” to a provider to slow down and listen.
l Ask questions about treatment and next steps. Before the provider leaves the room,
ask any questions about the recommended treatment and what will happen next.
Make sure you understand details about any follow-up appointments, and you know
what to do if you have any problems with the treatment. Ask for written information if you
need it. Ask what to do if you think of more questions later. Before you leave, do an
“exit check.” Make sure the provider has given you all necessary copies of prescriptions
sent electronically, plus medicine samples, instructions, and paperwork.
l If you still can’t get the provider’s attention, consider changing providers. You have
a right to be heard and get full information, so you can make the best decisions about
your own care. If your choice of medical providers is limited (for example, you get care
from a free or low-cost clinic and don’t always see the same person), you may need to
advocate in a different way. See “What to Do if Someone’s Not Listening” on page 40.
Avoiding Common System Errors
Sometimes important lab results don’t show up before your next appointment. The referral
doesn’t go through. The insurance paperwork has the wrong number code. A phone
message gets mangled on its way between offices. Human errors will always happen, but
a few tricks can help the information get where it needs to go.
One rule of thumb: If you can cut out a step that somebody else normally does, you can
cut down the number of times it gets done wrong. Example: On some health forms and
laboratory paperwork, you are asked to list doctors or other providers who should be
informed. Make sure to have the names and contact information for providers who should
get copies. If office staff members must look up the information, the task may get put on
the “hold” pile until someone has spare time. Next, find out when the results will be ready.
If the doctor needs them soon, call the office on that day to see if the results have been
received. If the results have not shown up, your call will remind the staff to call and ask the
lab about them. Before your next visit, check to see if the test results have arrived.
Often there is only space for two or three names on that list of contacts, and sometimes
the office will send results only to specialists involved in your care. (Remember, they
may not be able to send your records to other providers without a signed release form
from you.)
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