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Finally, I had someone who really listened and helped me think things through
Although Kathleen (73) worked for a medical emergency organization for many years and knows the medical world well, as a patient she realised just how complicated it can be to find your way through the healthcare system. After several experiences where she felt she wasn’t being listened to properly, her confidence had waned. When she was diagnosed with Bowen’s disease, a form of skin cancer, she wanted to be sure she knew all the options before deciding on a course of treatment. Through Private Health Services, she was put in touch with her dedicated Private Health Advisor, Rosanne.
Insight into different options
Kathleen wanted to know what treatment options were available, where she could go, and what was covered by her health insurance. She managed to gather information herself, but found it difficult to get a complete overview.
Rosanne mapped out various options. For example, she looked into the possibility of a specialist clinic alongside the hospital where Kathleen was already receiving treatment. Practical differences also became clear: the clinic required a new referral and possibly a waiting period, whereas her hospital was already familiar with her situation. "The information Rosanne shared with me was comprehensive and clearly presented. That meant I could really compare the different options side by side.”
Making an informed decision about the path that suits me best
In the end, Kathleen decided not to switch to another healthcare provider. For her, that is precisely what demonstrates the added value of the support she received. “The outcome wasn’t that I ended up being treated somewhere else. The added value was that I knew what options were available. That enabled me to make an informed decision about the path that suited me best.”
According to Kathleen, this gave her peace of mind. Not because someone made the decision for her, but because she knew she was basing her choice on a complete picture of the options available.
Even after making this choice, Rosanne remained her regular point of contact. Whenever Kathleen had questions about treatments or healthcare providers, Rosanne would think things through with her; she would look up information and help her prepare thoroughly for appointments with doctors. “If Rosanne didn’t know something straight away, she’d look it up and get back to me. I felt that she was really thinking things through with me.”
From uncertainty to confidence
For Kathleen, the value of Private Health Services didn’t lie in a different treatment or a different doctor. The support gave her greater insight into the options available and the confidence to remain in control of the choices regarding her care and health.
