Healthcare has never been more advanced. New therapies continue to improve outcomes, infusion care continues to expand, and patients have more treatment options than ever before. Yet for many people, receiving care still comes down to a much simpler question:
Can I actually access it?
That question was at the heart of a presentation by Cassie Beisel, Senior Manager of Mission Delivery and Outreach at the Patient Advocate Foundation, during this year’s National Infusion Center Association (NICA) Conference. Rather than focusing on treatment itself, she challenged attendees to think about everything that happens before a patient ever receives it.
We often define access to care by the availability of physicians, medications, or treatment options. In reality, access is influenced by much more than medicine. It can be delayed by prior authorizations, interrupted by insurance denials, complicated by rising out of pocket costs, or derailed simply because a patient doesn’t know where to turn for help.
As Beisel put it,
“One of the biggest challenges in healthcare isn’t just that barriers exist. It’s that so many people don’t know where to turn, what support is available, or how to access the help that will make a real difference in their lives.”
That idea shifts the conversation.
The challenge isn’t always a lack of resources. More often, it’s a lack of awareness
The Barriers We Don't Always See
When patients struggle to stay on therapy, the reason isn’t always obvious.
They may mention that they need to reschedule an appointment. They may express surprise about the cost of treatment or ask if they can postpone until next month. At first glance, these seem like ordinary conversations. In reality, they may be signs of much larger challenges.
Behind those comments could be an insurance appeal, an unexpected deductible, transportation issues, lost income, or uncertainty about how to pay for treatment.
These are the barriers that rarely appear in a medical record, yet they influence patient care every day.
For healthcare professionals, recognizing these moments creates an opportunity to do more than answer a question. It creates an opportunity to connect patients with support they may not know exists.
Turning Awareness Into Action
The biggest resource highlighted during the presentation was the Patient Advocate Foundation, a national nonprofit organization dedicated to helping patients overcome barriers that interfere with their care.
Its services extend well beyond financial assistance. The organization provides case management, insurance navigation, education, and individualized support to help patients understand their options and remain connected to treatment. The goal isn’t simply to solve one problem, it’s to help patients navigate a healthcare system that can often feel overwhelming.
Earlier this year, the Patient Advocate Foundation joined with the PAN Foundation to launch Total Assist, creating one of the nation’s most comprehensive charitable patient support programs.
Recognizing that financial challenges look different for every patient, Total Assist offers eligible individuals flexibility by helping with expenses such as medication copays, deductibles, coinsurance, insurance premiums, office visit costs related to treatment, and other healthcare expenses. Rather than focusing on a single need, the program is designed to support patients throughout their treatment journey.
Advocacy Doesn’t Always Look the Way We Expect
Advocacy is often associated with policy discussions or large public initiatives. While those efforts certainly matter, Beisel offered a broader perspective.
Advocacy also happens in everyday interactions.
It happens when a nurse helps a patient understand an insurance denial. When a pharmacist explains available financial assistance. When a care coordinator connects someone with resources they didn’t know existed. Sometimes, advocacy is simply taking the time to ask one more question and listening closely to the answer.
Those moments may seem routine to healthcare professionals, but for patients, they can change the course of treatment.
Every Conversation Matters
One of the most compelling insights shared during the session came from research exploring why more people don’t engage in healthcare advocacy. The findings were surprisingly simple. Many people had never been asked. Others didn’t know where to begin or weren’t aware of the opportunities available to them.
The same can be true for patients seeking help.
Resources cannot make a difference if people don’t know they exist.
Healthcare professionals are often the first people patients trust when they feel overwhelmed, confused, or unsure of their next steps. By understanding the resources available and recognizing the signs that someone may be struggling, providers can help patients navigate obstacles that extend far beyond their diagnosis.
Clinical expertise will always be at the center of quality care. But sometimes, helping a patient stay on treatment begins with something much simpler.
It begins with helping them find the right path forward.
Learn more about Patient Advocate Foundation
Patient Advocate Foundation is the nation’s most comprehensive nonprofit dedicated to helping patients navigate, access, and afford the care they need—while improving the healthcare system for all.
