answers often have lifelong impact while influencing
the quality of their care.
The scientific complexity of medical treatment and
the logistical complexity of insurance procedures,
employee benefits, and clinical procedures further
challenge patients’ ability to manage this information.
These demands also impede their ability to participate
in their health care. Reflecting the kinds of challenges
patients face, consider the following scenario:
Professionally, Irene holds a middle-management
position at a large nonprofit organization. Personally,
she maintains a close relationship
with her grown daughter and has a large
network of friends through her
local church. She also has breast
cancer, recently underwent
a mastectomy, and is
about to start
chemotherapy.