WE THE PATIENTS: NATIONAL PATIENT PERSPECTIVES POLL Survey

If you have ever tried to deal with the US healthcare system while sick or helping someone you love, you know how fast it can fall apart. You are expected to understand insurance, costs, approvals, and paperwork at the exact moment you have the least time and energy, and when something goes wrong, it becomes your job to fix it.

Most people think this is just how it works, but these problems are happening to people everywhere, every day.

This poll gives you a chance to say what actually happened to you in your own words. Your answers help show where people get stuck and what needs to change so patients are not left to figure this out alone.

This poll was created by patients who have lived through it. People who have spent years dealing with denials, bills, and a system that does not work when you need it most. This is what happens when that experience gets organized.

SHARE YOUR VOICE TODAY!

Section 1: Who You Are

What best describes you? (Select all that apply)(Required.)

Cancer patient currently in treatment

Cancer survivor or in remission

Caregiver or family member

Patient advocate or navigator

Healthcare professional

Healthcare industry professional (such as hospital administrators, pharmaceutical employee, pharmacy staff, payer/insurance company, etc.)

General healthcare user

Other

What is your home ZIP code?(Required.)

SECTION 2: Your Starting Point

Think about the last time you had a serious health issue or diagnosis. Which of the following were already in place before your first appointment, emergency room visit, or any engagement in seeking medical care? (Select all that apply)(Required.)

My insurance coverage was clearly explained

I was made aware of what the visit and treatment might cost

My medical records were complete and accessible

I understood what approvals or prior authorizations were required

Someone helped me navigate next steps in care

I knew where to go for tests and treatments and what to do next

None of the above

At that moment, how did you feel trying to navigate the system? (Choose One)(Required.)

Confident and in control

Somewhat unsure but manageable

Overwhelmed and confused

Completely lost and unsupported

Other (please specify)

None of the above

SECTION 3: What Actually Happened

In the past year, did you experience any of the following? (Select all that apply)(Required.)

Delayed care due to insurance approval

Denied claim that I thought would have been covered

Confusing or incorrect Explanation of Benefits or medical bill

Difficulty finding an in-network provider

Delays due to missing or incorrect paperwork

Had to make multiple calls to fix the same issue (maybe insurance issue or medical office/hospital)

Other (please specify)

None of the above

How long did it take to resolve your most recent insurance or billing issue?(Required.)

SECTION 4: Cost and Behavior

In the past 12 months, have you delayed or skipped care due to cost or confusion? (Select all that apply)(Required.)

Yes, due to uncertainty about cost

Yes, due to high deductible or out-of-pocket cost

Yes, due to prescription cost

Yes, due to billing or insurance coverage confusion

All of the above

Other (please specify)

None of the above

Have administrative issues (insurance, billing, approvals) ever made your condition worse or more stressful?(Required.)

Yes, significantly

Yes, somewhat

Not sure

SECTION 5: Navigation Reality

For the following tasks, select what best describes you:

Finding an in-network doctor(Required.)

Can do it on my own

Need help

Not sure how

I don’t know what this is

Understanding a medical bill(Required.)

Can do it on my own

Need help

Not sure how

I don’t know what this is

Handling an insurance denial or appeal(Required.)

Can do it on my own

Need help

Not sure how

I don’t know what this is

SECTION 6: Awareness of Rights

Before today, did you know you have the right to:

Appeal an insurance denial(Required.)

Yes

Not sure

Get a full copy of your medical records(Required.)

Yes

Not sure

Bring an advocate to your appointment(Required.)

Yes

Not sure

SECTION 7: The Potential Fix

If someone had helped you organize your insurance, paperwork, and approvals before your first appointment, how would that have impacted your experience?(Required.)

No difference

Somewhat better

Much better

It would have completely changed everything

When it comes to managing your healthcare, what kind of assistance would help you most right now? (Select up to 3)(Required.)

Other

None of the above

SECTION 8: Open Reality (Optional but Extremely Helpful!)

In your own words, what has been the hardest part of navigating the healthcare system?(Required.)