Barriers to Patient Access

Greetings

Repair stem cell companies put up barriers to patient access

BANGKOK, Thailand. 16 June 2008 - Whether by accident or design it can be a nightmare to reach some repair stem cell companies who advertise that they actually treat patients. Their websites are resplendent with testimonials and crow about patient care and the information and help patients can get. One wonders how such glowing testimonials are obtained because the reality can be very different when trying to get accurate information and assistance from some companies - let alone being able to communicate with them.

Let me give some examples drawn from personal experience in trying to get repair stem cell companies to respond and to treat their vulnerable patients with any kind of timely assistance and compassion. Disappointment and anger are reasonable emotions when faced with silence, delays, indifference and downright incompetence from so many providers. Repair stem cell companies are offering, at a considerable cost, help for people without hope of any other intervention. These people are anxious, afraid, often in shock, desperately hoping they can enjoy a longer, more active and healthier life. They deserve better.

Example one. Three prospective patients asked to be able to speak with former patients treated for a similar condition. They also asked if they could speak with a physician. A reasonable request made of a company that has as its sole function a guidance role in helping people reach the best help around the globe. An email went to the provider and was met with silence for some five days. When eventually they condescended to reply the referrer was advised to be patient as some solution was being proposed and would be made available shortly. Just put the patients and their loved ones on hold!

Example two. A provider based in the U.S. has some, named, person in charge of inquiries. They have been emailed three times to date. No response. Again the prospective patient had to be told that there was no response to their plea for help.

Example three. The company who has probably treated more patients to date than anyone else was asked for an agency agreement before referring patients to their care. The response? "We do not have agents. Patients must come directly via our website". Apparently they have no understanding that sometimes patients will use an agent for many weeks as they write down all their questions and work through all their issues before committing to a particular provider. The trust that is built up between the guidance service and the patient takes time, patience and skill. It can take months before a patient is ready to commit and a great deal of communication and active listening over time helps to build this trust. Suddenly the provider of services thinks this is worthless. This is a slap in the face for both the referral agency and the patient.

Example four. A very anxious mother decided to act regardless of her fears to get her son the possibility of symptom reduction and improved movement. A singe parent, she had a great deal of financial and moral support to make the long trip to a provider. The result? An endless catalog of unanswered emails, misunderstandings, airline booking mistakes, hotel bookings incorrect - and then she was told the doctor would be out of the country on the dates booked!!! The company's response? "She should have checked". In despair and sadness she has decided to withdraw as she no longer has any faith in the company's patient management personnel.

Further examples could be provided but the picture is all too clear. Some repair stem cell companies who are involved in research and development and whose primary agenda is to attract investors have clearly neglected patient care and coordination. Sometimes it seems that patients are at the bottom of the heap and the only ones who gain access to therapy are those who can leap over the hurdles.

A plea: If your company is not interested in guiding patients for a lengthy period of time and providing a truly patient-centered service, then leave patient inquiries and management to those who specialize in just that role.