Professionalism in Health Care

I just returned from a lunchtime trip to my orthopedic specialist for a look at das boot (which, by the way, will be with me for a few more weeks at least). While I was sitting in the waiting room, a man and two women sat in a corner opposite of me. The group did not consist of native English speakers. The man was on the phone with what sounded like their insurance company, for what sounded like one of many times over the past week. Just like anyone else, he was frustrated with misinformation he'd received and was trying to seek care for his sister, one of the ladies with him. Whoever to whom he was speaking kept asking him to spell their names, over and over. Maybe he was hard to hear over the phone, but I certainly had no problem understanding him.

Was this operator truly having a hard time understanding this client, or, was he or she deliberately hassling someone who needed help? His money is just as good as mine or anyone else's in that clinic. If his sister didn't truly need help, I can't imagine anyone putting up with the seemingly unprofessional treatment he received.

I understand it's a frustrating field. I really do. I believe, I hope, that for every instance of unprofessionalism, there must be a dozen acts of kindness and compassion that pass without comment. I've been the recipient of both. But, I also have a more thorough understanding of health insurance than a number of people do, and am not shy about asking questions. It just frustrated me.