Health Care Reform: The Squeaky Wheel Gets the Grease

The following post is from Robert Polzoni.

Much like the Central Valley in August, the debate over health care reform will continue to heat up through the summer months.  Every special interest group – from the insurance industry and the American Medical Association to the AARP and the pharmaceutical and hospital industries will have their say and stake out their position.

The question is who will speak the loudest so their messages cut through the cacophony of advertisements, press conferences and media blitzes?  Will those that speak the loudest be the victors and leave the others to divide up the spoils?

We all remember those “Harry and Louise” ads the health insurance industry ran against the Clinton health care plan in 1993.  Those ads were credited with helping to sink “HillaryCare,” which was pronounced dead on arrival in the Senate by November 1994.

Harry and Louise are back but this time their singing a different tune.  They’re asking Congress and the President to put health care reform at the top of their agenda.

Harry and Louise won’t be the only ones making their voices heard.  Unlike 1993 there are many different venues to make the case for or against any health care reform package that comes out of Congress and the White House.  We have the 24-hour cable channels, the Internet and social networking sites.

You can expect that President Obama will use all of those venues to make his case for health care reform.   He’ll use the powerful presidential bully pulpit and his immense popularity in town hall meetings and long interviews with network and cable news outlets.   The Obama Administration also will use the Internet and social networking sites to reach out to the millions of supporters from the presidential campaign.

Hospitals, drug makers, insurers and doctors all want to make sure their voices are heard in the debate too.  What they lack in media savvy, they make up with money.

To improve the likelihood of being heard, the health-care industry has hired more than 350 former government staff and members of Congress to lobby on their behalf, according to an examination of disclosure records by the Washington Post.

Spending a lot of money lobbying in Washington is nothing new for groups like the pharmaceutical industry. But many health-care stakeholders are spending even more now: The health-care industry as a whole is spending more than $1.4 million on lobbying, according to the Post.

So it seems that the battle lines are drawn.  I expect it’s going to be a long, hot, loud and very, very expensive summer.

Healthcare Leaders Turning to “Healing Environments”

The following guest post is from Natalie Zensius at The Center for Health Design.

More and more design professionals and healthcare leaders are finding value in utilizing an evidence-based design process to build better buildings that help improve quality and safety. While the terms “evidence-based design” and “healing environments” have become mainstream, many healthcare leaders and design professionals are still just beginning to understand what they really mean.

Anecdotal evidence isn’t enough to convince decision makers to invest more in new healthcare facilities. If hospital CEOs are to embrace and implement evidence-based design, they will first want to evaluate potential costs, identify benchmark facilities, and see credible and relevant research. This is where The Center for Health Design’s (CHD) Pebble Project comes in. It plays an important role in contributing to the body of knowledge and evidence that exists in the field of healthcare design today.

In its early years The Center’s work mostly involved pulling together pre-existing data and information and finding funding for various research projects. The idea to engage healthcare providers to conduct and document research that affects outcomes emerged through the CHD Board of Directors, who gave the initiative its iconic name. The goal was to create a ripple effect in the healthcare community and contribute to what was then the relatively unknown science of evidence-based design. By committing to using an evidence-based design process and then documenting and sharing the results, Pebble Partners would help advance the field and promote change.

Apparently, it was an idea whose time had come. Launched in 2000, the Pebble Project has grown rapidly. There are now has more than 65 Pebble Partners (five of whom are international) at various stages of project development, providing ongoing researched and documented examples of how design has made a difference in the quality of care and financial performance of their institutions. Also included are several product manufacturers who have joined as Corporate Pebble Partners to collaborate with providers to conduct specific research.

To learn more about The Pebble Project, visit The Center’s Web site.

Robert Wood Johnson Foundation Index Means More Work for You

The following post is from Stephen Texeira.

It’s never an easy thing to market a hospital. Whether you are facing stiff competition from a big, university-affiliated research center; cutbacks in reimbursement rates; unions jockeying for a better position; or the the memory of a not-so-distant negative press event, your job as a health care marketer is going to be difficult. But now more than ever it is incumbent upon all of us to overcome those challenges and strive to improve the image of hospitals, physicians and health care in general in any way that we can.

Last month, the Robert Wood Johnson Foundation published the first of its monthly reports on consumer confidence in health care. The Robert Wood Johnson Foundation Health Care Consumer Confidence Index (RWJF Index), dropped from its initial starting point of 100 to 98.7 in just the first month.  A few other interesting bits of information from the survey that creates the index: nearly half of all Americans (46.0 percent) reported that they are worried they’ll be unable to pay for their future health care needs; nearly a quarter (22.4 percent) said that they or a family member delayed seeing a doctor for financial reasons; and about the same percentage (22.7 percent) said that they are having trouble paying their medical bills.

Let’s face it, if consumer confidence in doctors and hospitals drops, if consumers stop getting needed treatment, and if they further stop paying their bills, that’s a bad thing for all of  us. Not only will we have a sicker nation (hard to imagine), but there’s a good chance that you’re going to be out of a job. Now obviously you can’t affect the mood of the entire nation, but we all know that health care is personal and health care is local. If we all start to focus on our communities a little more and directly address the issue of confidence in health care, that can only be good for all of us. So next time you are sitting around brainstorming a new ad campaign or planning a potential viral video, keep in mind that if you aren’t working to inspire confidence in your immediate consumers, you are doing us all a disservice.

Revenue Squeeze on SoCal Hospital ERs

The following post is from Robert Polzoni.

This KCET video explores the financial pressures on emergency rooms in the Southern California area due to low reimbursements rates from Medi-Cal (Medicaid) and uncompensated care. Several ERs have closed, putting added pressures on those that remain open.

Emergency rooms throughout California will begin to feel even more pressure due to the state’s ongoing budget mess and the first eight Medi-Cal services slated for elimination.

The services set for elimination, the first of many cuts to be felt by Medi-Cal enrollees, include dental, podiatry, optometry and five other services the federal government does not require state Medicaid programs to provide.

Dr. Carla Docharthy, representing the California Podiatric Association, warned Tuesday at a rally in front of the state capitol of impending increases in emergency room visits as enrollees have no where else to turn for care.

Hospitals Take It on the Chin in Healthcare Reform Debate

The following post is from Robert Polzoni.

Hospitals, who always seem to get a black eye when it comes to media coverage of health care, are faring no better as the debate over health care reform heats up.

Critics of the nation’s broken health care system rank hospitals right up there with insurance companies as one of the villains.

The lead in a story on health care reform in this week’s Time Magazine reads:

“To get a sense of just how dysfunctional American health care is, members of Congress don’t need to look further than their local emergency department (ED). The overcrowding in EDs is so bad these days that patients who walk in with “immediate” needs, meaning the most severe on a clinical scale, wait an average of 28 minutes to see a doctor, according to a Government Accountability Office report released in May. That’s 27 minutes more than the recommended wait time for such conditions. Between 1996 and 2006, even as some 200 EDs shut down completely, visits nationwide increased from 90 million to 119 million, according to the Centers for Disease Control and Prevention. EDs are so packed that an ambulance is turned away and sent to one farther away every minute.”

It doesn’t get any better in the blogosphere – in fact it gets downright nasty – especially since the American Hospital Association and the American Medical Association (many link doctors and hospitals together) expressed misgivings about the President’s health care reform proposals.

Here is what Mark Rubi writes in an open letter to President Obama on his examiner.com blog:

“NPR reported on June 18th that AHA President and CEO Rich Umbdenstock discussed the association’s deep concern with the president’s proposal to cut an additional $220 billion in hospital payments over 10 years to help pay for health care reform. How much money do you think these people will spend to save that $220 billion?”

“The New York Times reports that the American Medical Association is letting Congress know that it will oppose creation of a government-sponsored insurance plan, which President Obama and many other Democrats see as an essential element of legislation to remake the health care system.  The only reform these guys (and the hospitals) want is to limit their liability when their mistakes maim or kill their patients. As you pointed out in your speech to the AMA, they do this about 100,000 times a year. Using the government to limit liability would be so much cheaper than the current legal expenses.”

Expect that it will be a long, hot summer as the health care reform debate rages on.

New Site Lists California Hospitals with Social Media Presence

Wide Angle Communications is pleased to announce our new site, California Hospitals Online (calhospitalsonline.com), a constantly updated and dynamic listing of all California hospitals with a social media presence.

Social media is growing and growing fast, and its adoption — and strategic integration into existing marketing plans — by hospitals and other health care entities is a vital and potentially revolutionary aspect of health care in the 21st century. Whether a hospital is posting videos on YouTube; chatting with consumers and donors on Twitter; or communicating with a broader community through a blog or other social networking site, social media activities are changing and being changed by consumers and their growing demand for transparency and immediate access to information.

We created this site as a service to hospitals, physicians, clinics, associations, legislators, media outlets and consumers throughout the state. Our goal is to track and publish all social media activities by hospitals in the state of California. If we have missed a posting by your hospital or if you know of a blog, Facebook page, Twitter account or other social media tool being used by your hospital or any hospital or hospital system in the state that is not listed here, please comment below or let us know directly.

Obama Weekly Address: Health Care Reform, the Key to Our Fiscal Future

In his Weekly Address, President Obama explains how he will cover the upfront costs of health care reform by eliminating overpayments to Medicaid and Medicare and driving down costs contributing to government health care expenditures across the board.

61% of Americans are looking for you online

The following is a post by Stephen Texeira.

The Pew Research Center, as part of the Pew Internet & American Life Project, announced the results of a new study yesterday, and we would all be well advised to pay close attention. The headline, which you may already have seen reads, “61% of American Adults Look Online for Health Information.” That’s a lot of Americans, and chances are pretty good that it’s higher in your community. Here’s why. If you read through the full report, you’ll see that the percentage is higher for women (64 percent are online looking for health information, as opposed to 57 percent of men); college graduates (85 percent) or those with some college (74 percent); and those with household incomes above $50,000 (79 percent) and $75,000 (82 percent). 

These e-patients, as Pew calls them, have some interesting patterns. For instance 41 percent of those e-patients, “have read someone else’s commentary or experience about health or medical issues on an online newsgroup, website or blog.” Interesting? I think it’s actually much more than that. Let’s take a typical city in this country and see what that means. Davis, California has a population of 60,964 (2006 US Census bureau estimate), of which approximately 48,000 are over 18 years of age; approximately 40,000 of whom have a bachelor’s degree or higher (okay, clearly not typical, it is, after all, a college town); and has a median household income of $42,454 (probably also atypical because of being a college town). So what does this mean? Well, 85 percent of college grads are searching online for health information, in Davis that means 34,000 residents. Of those, 41 percent are essentially reading blogs or websites to see what somebody else thought of a particular clinic, doctor or hospital. That’s translates into almost 14,000 people out of population of 48,000 adults, nearly one in three. So for those doctors and hospitals serving that community, be aware that one in three of your patients is reading reviews of you (or looking for them and not finding them as the case may be) before they visit you. 

One in three. Think about it, even if you aren’t in Davis providing health care services think about it. One in three of your patients is probably reading what somebody else says about you. Are you? Are you online reading what people are saying about your clinic? Your hospital? Your practice? If not, your patients are more educated than you are . . . about you. So are you:

  1. Nervous?
  2. Scared?
  3. Motivated to do something about it?
  4. All of the above?

There’s a lot more in the report and I strongly urge all of you to read it. Failure to do so is unacceptable.

Crisis Communications: A Tale of Two Hospitals

The following post is by Robert Polzoni.

It could have been disastrous.  A reporter for the San Francisco Chronicle was writing a column about the closure of San Leandro Hospital’s emergency room which sees 27,000 patients a year. It has become a hot button issue in Alameda County with elected officials, unions and others demonstrating against the closure.

But CEO George Bischalaney of Eden Hospital, which runs San Leandro, stepped up to the plate.   And, with a few timely quotes about regional plans to mitigate the San Leandro ER closure, turned a potentially negative column into a well-balanced piece.

Unfortunately, the same positive outcome didn’t happen for a Kaiser hospital in South Sacramento.   According to a story that ran in the May 30th Sacramento Bee, a father charged that his brain-damaged, 26-year old son was dumped by the hospital in downtown Sacramento.

According to the Bee article, “Kaiser declined to discuss the episode, saying in an e-mail that it was constrained by patient privacy laws.

The story turned out to be an ugly one.

Surely there was something Kaiser could have said  to mitigate a potentially devastating story.   Does the hospital have policies and procedures in place to ensure that patient’s are discharged properly into someone’s care?    Was this an isolated incident and is Kaiser taking steps to make sure it does not happen again?

So many times hospitals, when faced with a crisis, circle the wagons and refuse to respond to media inquiries.

As a crisis communications expert, I always counsel clients never, ever to refuse to comment.   There is always something that can be said in an attempt to balance a story.   No crisis is so big or complex that it would prevent some kind of response.

My advice to anyone avoiding comment?  While you’re playing ostrich with your head buried firmly in the sand, think about the part that’s still hanging out.

Same-Sex Couple, Second-Class Citizens

The following post is by Robin Texeira, an Associate of Wide Angle Communications.

Going to the hospital is scary. You’re sick or injured and you don’t know what is going to happen. And what most of us want, aside from excellent healthcare, is to have a family member with us. That’s kind of a basic need, not to be alone when you’re sick and scared. And you’d expect that a hospital would understand that need. All those caring health professionals must get that. Right?

Kristen Orbin probably thought so until May 30 when she ended up at Fresno Community Hospital and Medical Center. Kristen and her partner Teresa, were in Fresno to participate in a Meet in the Middle for Equality event to protest the upholding of Proposition 8. After walking 14 miles, Kristen collapsed and was taken by ambulance to Fresno Community Hospital.

At the hospital, nursing staff refused to allow Teresa to be with Kristin. They didn’t listen when Teresa told them not to give her Ativan. They refused to let her have Kristin’s advance directive and power of attorney faxed to them. They didn’t treat her like a second-class citizen, they treated her as less than human. Actually not even that good. My vet allows me in the room with my cats so they aren’t alone. She considers me to be part of their family. You’d think a hospital could accord the same respect to an individual’s chosen partner.

Apparently some of the nursing staff were opposed to same-sex marriage — they kept glaring at Kristen’s Marriage Equality t-shirt.

Kristen’s situation ended up working out. A doctor eventually arrived and Teresa was allowed to be with her. Which doesn’t make up for the time she spent alone and scared or the time Teresa spent trying to see her, wondering how she was and wishing she could be with her.

Kristen and Teresa aren’t the only same-sex couple to have experienced discrimination in a hospital. Lisa Pond died alone in Jackson Memorial Hospital in Florida because staff did not consider her partner of 18 years to be a family member.  In a Washington hospital, Jo Ann Ritchie told her partner of 17 years, “I’m afraid of dying. Don’t leave me alone.” A nurse insisted her partner leave.

In all three cases the couples were prepared. They had advance directives and power of attorney forms. The hospitals still refused to acknowledge their right to be with their partner.

This isn’t about same-sex marriage. It isn’t about your personal beliefs. It’s about a basic human right. As a country we are focusing on health care reform and debating what changes will be made. In that conversation let’s not forget to include the obligation on the part of health care providers to treat people with respect and dignity. This means acknowledging their right to choose their family and have those family members with them when they are ill.

I agree that hospitals need policies for visitors, they need to be sure papers are signed and proper authorizations are received. They also need to hire staff who accord patients dignity and compassion.  I don’t think anyone’s religious or political beliefs include cruelty. And that, in my opinion, is what keeping a family separated during a health crisis is.