The Healthcare System feels Broken, But the People (usually) Aren’t: A Lesson in Patience and Gratitude for the People caught in a system.
I have two daughters in pain right now. As a father, there’s nothing that tugs at my heart more than seeing them suffer. It stirs up a deep instinct to advocate fiercely for them. So, when I went to pick up a prescription for one of them, I expected a routine trip. Instead, I encountered a frustrating, all-too-common reality of our healthcare system.
When I arrived at the pharmacy, the prescription hadn’t been filled. The tech behind the counter, clearly overwhelmed, told me there was an issue with the insurance on four of the medications called in, including a basic antibiotic. The place was busy—staff hurrying, customers waiting, stress palpable. I calmly asked, “If there’s a way to expedite this, that would be great.” The response? At least another hour.
Wanting to be proactive, I called the insurance company to see if I could help clear up the issue. Their response: “The pharmacy hasn’t even called in a prescription yet.”
The tech, likely feeling the weight of a chaotic day, had cut a corner. Maybe the customer before me had been upset. Maybe she had been getting complaints all day. Rather than admit the real issue, she chose a different narrative—one that shifted the blame elsewhere. It was a small compromise of integrity, but I understand why it happened. When people feel backed into a corner, they look for a way out.
This small interaction is a microcosm of something much larger—the state of our healthcare system and our role as participants in it.
The Pain Points of Healthcare Professionals
Through my conversations with doctors and healthcare workers, I’ve identified some of the biggest struggles they face today:
Fear-Based Medicine – The constant threat of litigation has pushed doctors into a state of hyper-caution. Some move too quickly to avoid potential mistakes, while others refuse to take necessary risks. The fear of lawsuits—sometimes even jail time—dictates their decisions.
The Burden of Electronic Health Records (EHRs) – What was supposed to streamline care has instead fragmented it. With multiple EHR systems that don’t communicate well, continuity of care has become a challenge.
Insurance Complications – Doctors not only need to diagnose and treat patients, but they also have to navigate the complex web of insurance policies. They often prescribe medications based on what will be covered, not necessarily what is best for the patient.
Doctors as Advocates – When insurance companies deny coverage for necessary treatments or medications, physicians are forced into advocacy roles—justifying their decisions to bureaucratic systems that often don’t prioritize patient well-being. It’s exhausting and demoralizing.
The Rise of Dr. Google and AI – Patients now arrive with their own research, sometimes helpful, but often challenging. Physicians spend time not only diagnosing but also negotiating and explaining why a professional opinion carries weight over a search engine result.
Lack of Soft Skills Training – Medical training emphasizes technical expertise but often overlooks leadership, negotiations, and counseling—skills that are crucial when dealing with scared, frustrated, or grieving patients.
Lack of Leadership Training — Ask your doctor how many leadership classes they had in their training. It doesn’t seem like an area that is needed, but leadership is not just about leading subordinates. It is about leading one’s own life as well as understanding what leadership is needed in most situations. VUCA, Volatility, Uncertainty, Complexity, and Ambiguity is a popular acronym in the leadership world, and Healthcare has high rates of it. Yet doctors are rarely trained on how to handle this with staff, residents, and even clients at times.
The Pressure to See More Patients – Many doctors are forced into a numbers game. The expectation to move patients in and out within 20 minutes means they are watching the clock as much as they are watching their patients. Emotional connections get sacrificed for efficiency.
Our Role as Patients
Back at the pharmacy, I received a call that my daughter’s prescription was ready. But when I got there, they had forgotten the antibiotic. “Another 15 minutes, Mr. Barnes.”
I had every reason to be upset. My child was in pain. But I also saw the pain in the people behind the counter—the strain of a broken system weighing on them. I could either be another source of pressure or a moment of relief.
As I finally picked up the prescription, I paused before leaving. Raising my voice just enough to be heard over the chaos, I said, “Thank you all for what you do. You are helping my daughters in pain right now. Thank you!”
A few smiles. Some head nods. A brief but genuine moment of human connection amidst the madness.
A Call for Empathy
We can’t immediately fix the system. But we can change how we interact with the people within it. When frustration bubbles up, remember: the nurse, doctor, tech, or pharmacist in front of you isn’t the enemy. They’re just as trapped in this flawed system as you are.
A little patience. A little gratitude. These small acts won’t change policy, but they might just make someone’s day better. And in the long run, that kind of human connection is what will lead to real change.
So next time you’re in a waiting room, at a pharmacy, or facing another healthcare frustration, take a breath. Show appreciation. Because while a rushed pharmacy tech cutting a corner may not be catastrophic, a stressed brain surgeon cutting one could be. And we all have a role in shaping the culture of care.
Thank your healthcare workers. They need it more than you know.