More Than Just Insurance Applications

Navigating life in the United States without healthcare coverage is a gamble. Each day, the uninsured risk medical emergencies that could cost thousands of dollars without the safety net of insurance coverage. Many completely avoid the doctor, fail to refill prescriptions and forego important preventative screenings simply because the costs are too high. For the uninsured who decide to seek out care, a place like Abbottsford Falls Family Practice in Germantown, Philadelphia is often their destination. Like all federally qualified health centers (FQHC), Abbottsford Falls accepts patients regardless of their insurance status or ability to pay. Patients at Abbottsford Falls are lucky because this FQHC status does not mean that they need to sacrifice the quality of their care. I may be biased because I’ve spent about 40 hours a week here for the past eight months, but I’m willing to bet that most patients would agree.

When I moved to Philadelphia from Great Falls, Montana, I had no idea what to expect (besides the prospect of eating more cheesesteaks). I knew I would be serving as a Health and Benefits Advocate and I knew that my primary role would involve helping folks apply for insurance coverage. What I did not anticipate were the stories I would hear. Each time I sit down with a patient, I get a glimpse into his or her life. At times, the interactions are strictly business - a quick application involving a series of questions and answers about demographics, income and household information. While these interactions are productive and efficient, they really can’t compare to the times when my glimpse into a patient’s life grows larger.

Through the meaningful interactions I’ve had with some patients, I’ve learned to simply slow down and listen. Though some come to me in a hurry, many are eager to engage in conversation, tell me stories about their families or vent about their frustrations. Recently, I met with a woman seeking help applying for health insurance and SNAP benefits. When I asked about her household situation, her eyes grew teary as she began telling me about her children, one of whom died at a very young age. She had dealt with domestic violence for over seven years and had been living in poverty for most of her life. Her story was heartbreaking. As she talked, my goal was  merely to listen and let her speak. When she finished her stories and we completed her applications, she hugged me and thanked me for listening. “I needed that,” she said. 

It is times like these when I realize that my position involves more than just insurance applications. Our world is built on efficiency and haste, and human interactions sometimes become detached and impersonal. Through my service, I have learned the value of focusing on the compassion and humanity of my interactions, while still maintaining a certain level of efficiency. By asking questions, allowing patients to open up, and listening to their stories, I hope to encourage trusting and meaningful relationships. In the convoluted world of healthcare and health insurance, this step can make all the difference.
 

This blog post was written by NHC Philadelphia member Catherine Gilligan.
Cat serves as a Health & Benefits Advocate at Family Practice & Counseling Network-Abbottsford Falls.