I started working with Crossroad Health Center in the fall of 2020. By then we were still
very much in the midst of the COVID-19 pandemic, but luckily, most places had more or less
adjusted to the “new normal” and I was getting used to the idea that most of my interactions
would be via a screen. I was excited to volunteer with Crossroad because even with the remote
requirements, it was still a chance for some patient interaction.
Walking into this program, I was familiar with the various health disparities that plague
this country. The Black Lives Matter protests and a general rise in racism towards the Asian
community made it agonizingly clear that plenty of systems are broken, and the healthcare
system is no exception. However, knowing something in your head from reading articles or
listening to news reports is not the same as picking up the phone and speaking to someone living
that reality. As the weeks went by, I began to learn so much more about the daunting barriers
I’ve been privileged enough to never have to wonder about.
One of the most surprising things I learned right off the bat was that certain insurance
companies offered transportation to and from doctor’s appointments. While the need for such a
service makes perfect sense, I can’t say it was a problem that ever really crossed my mind. Now
when I think about it though, it feels silly to have ever assumed someone would have a reliable
car, a family member or close friend willing to drive them, or access to public transportation to
get to an appointment.
The other thing I was forced to be more aware of was financial aid needs. Unlike
transportation, I was well aware that affordability of care is one of the starkest and obvious
issues with getting healthcare. Still, it was heartbreaking to talk to patients and have to cancel
appointments because their insurance simply would not cover enough or any of the cost. For the
most part, it is usually possible to find an office somewhere in the area that will accept a patient’s
insurance, but it can take a lot of time and energy. It’s one thing to do it as a volunteer with a 4-
hour time block set aside to search for things like that, but it’s another thing to be the patient
yourself. Not only do they probably have other things to do with their lives, but there’s a good
chance they’re in physical or mental pain due to whatever issue is requiring them to see a
specialist.
The last thing that really stood out to me was the patient population itself. Upon entering
this program, I understood a part of Crossroad’s mission was to provide aid to underserved
patient populations. In my head I expected this to mean racial minorities, individuals of a lower
socioeconomic class, or people who had difficulties speaking and understanding English. I was
correct to anticipate such groups but discovered that the overwhelming majority of patients also
suffered from one or more mental illnesses. It makes me think about the stigma that surrounds
mental health and how that too becomes a barrier to proper healthcare.
There were plenty of times I left my shift feeling angry or frustrated by just how difficult
or time-consuming it could be to schedule a doctor’s appointment. Yet there have also been
plenty of times where I got to speak to a patient and hear their gratitude firsthand for such a
small thing like calling up a hospital. It’s better that I be the one to find the right office and make
all the phone calls while I have the time and energy set aside to do it, and hopefully the patient
can relax a little and trust that things are being taking care of.
Once I called a woman either to remind her of an upcoming appointment or to notify her
that an appointment had been made. She then goes on to talk to me about her daughters and how
she’s been wanting to get them in to see a counselor but felt like no one has been able to help
her. I listened to her speak and could hear the despair lacing her voice that comes with feeling
ignored. The phone call lasted for much longer than I had anticipated, and I didn’t get many
words in, but I think she was relieved to have someone just listen to her and I was more than
willing to oblige. I was able to help her out and when I called her back with an update her voice
was filled with happiness instead. Another time I called a woman to get her availability for an
appointment and she answered the phone with something close to downright anger. She was in a
lot of pain and told me no one seemed to care to do anything about it. She ranted for a little while
and again, I didn’t get a chance to say much in response, but I think she needed to air her
frustrations. I’m not sure what her experience with Crossroad or any healthcare center had been
before I called her that day, but her disappointment was clear. I was determined to at the very
least find the specialist she wanted and get an appointment scheduled. As luck would have it, I
was able to find something for the very next day and when I called her back to deliver the news
she claimed I had “restored her faith”. Granted I do think she gave me too much credit for
making a phone call, but it was one of those situations that solidified my dream of becoming a
physician because hearing the appreciation in a patient’s voice is one of the best feelings. A big
lesson I’ve learned volunteering at this program is that simply listening to a patient and allowing
them the space to vent a little can go a long way in showing that you care. After all, it is a
healthcare worker’s job to provide care, but that goes beyond healing their body. In the future
when I start working as a doctor, I hope, at the very least, my patients always feel heard.
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