This is my third instalment of a series on the state of (un)health insurance in America and specifically Molina Health’s role. It should be noted that it took seven days for the courtesy of an 89 word, non sequitur reply to my email to Molina Health’s acting CEO Mr. Joseph White. I very purposefully channeled my outrage at the way my friend has been ‘handled’ into viable solutions in keeping with the historic efforts of the Molina family, and the company which still bears their name, to provide healthcare to people who need it. From a reputation management perspective a great deal of good could have been realised for Molina Health and enormous benefit for their employees and those insured by the company had their executive team actually chosen to address my points of contention.
It’s said that the fish rots from the head down and I think this adage is particularly relevant to Molina Health’s new leadership. In case you are unaware Molina Health is a Fortune 500 company with $14.8 Billion USD in assets under management and some 3.5 million Americans identified (figures from 2015) by Wikipedia as being ‘insured’ by them.
I found the Wikipedia link ‘interesting’ primarily because of my personal interaction with one of the founder’s sons Dr J. Mario Molina. Let me express that it is entirely possible that the Molina family are as much the victims of shareholder and board greed and enmity as my friend Jeffrey Scott Hendrick and very likely hundreds of thousands of other Molina Health policy holders. To Dr Molina’s credit, and a hat tip to how social platforms open up previously unimagined channels of communication, he tried on more than one occasion to act as an advocate for Jeffrey.
Under Mr. White’s ‘leadership’ it took Molina Health fifteen (15) days to push through the paperwork to replace the PICC line rendered unusable as a result of the incompetence by one of the home care nurses contracted by them to come and clean it. Had Molina Health simply approved a port for Jeffrey’s chemotherapy in the first instance, instead of this PICC line, it would have been more cost effective from financial and human resources perspectives and mitigated Jeffrey’s associate stress levels and his efforts to get the care his insurance policy should have provided. I hear my grandfather say ‘do the job right the first time, it’s cheaper’. At the Eleventh Hour, coincidently within 36 hours of my letter to Joseph White (as follows), Jeffrey received a phone call from Molina Health CANCELLING his approved ride to and from outpatient surgery to install the port in his chest. Molina Health policies seem to be driven by the same level of incompetence and pettiness the world is witnessing from the current inhabitant of The White House and the Republicans in Washington with whom Dr Molina ran afoul.
Follows, in its entirety, is my email to Molina Health’s interim CEO Joseph White of 22 August 2017 which I have now also shared with Karen Kaplan, Health Editor of the Los Angeles Times (though it is unknown what investigative reporting efforts might be realised as a result).
- Joseph White, Molina Health interim CEO. Photo from CNBC.
In the interest of transparency, I have your email address courtesy of Dr Mario Molina who made a couple of calls to staff within Molina to try and put this debacle to right – he was unsuccessful despite his family name still being on the marque. Also in the interest of transparency, I have Cc’d Dr Molina and Bcc’d Jeffrey on this email. Your response will determine whether I share this with Karen Kaplan, LA Times Health Desk editor and publish as an open letter to my blog and LinkedIn.
Before you read any further I would like to invite you to go to the bathroom in your (presumably) lovely C-suite office and take a look at the man in the mirror. Done? Good. Whether you choose to embrace the responsibility and the effects which your decisions have on other peoples’ lives you are indeed RESPONSIBLE. I invite you to think about that responsibility when you next catch your reflection in a mirror or a pane of glass because from my perspective your soul is damned to a karma unceasing misery.
As Molina’ Health’s interim CEO you are responsible for so much more than the corporate bottom line, the actions of every employee and the policies of Molina Health which impact the lives of your insured’s are also your responsibility. So let me be very clear, ‘your actions’ are negatively impacting the life of a friend of mine dealing with lymphoma. It’s unclear whether Molina Health has chosen to serve as a ‘death board’ focused on pure profit or if the sheer level of incompetence, indifference and obstruction at Molina Health are endemic to your corporate culture but to quote my friend: “I don’t trust you to help me cure my cancer.”
That quote comes from a conversation between one of your employees and my friend Jeffrey Scott Hendrick as a follow up on a report that one of his slew of doctors had laughed ‘at him’. This doctor did not laugh at Jeffrey the laughter was in response to his sharing the name of your company as his insurer. As I understand it with each revelation in that 25-minute conversation there were pauses of stunned silence as she captured the details of Jeffrey’s ‘care’ as a Molina Health insured. Your employee was also unaware of that 1400 Molina Health employees are about to lose their jobs and of the pending lawsuits and various settlements in which Molina is involved. I am certain the file exists unless Molina has a policy of scrubbing its negative internal documents, so I would encourage you to request the report in Jeffrey’s own words.
You know what’s so interesting to me? Fortune recently ran a feature on how companies perform better financially when there was a positive perception of their leadership. Self-serving as it might be now would be a great time for Molina to realign its focus to care to ensure its fiscal solvency.
You will find the first two of my blog posts about Molina Health here and here; be assured I am far from done. The latest obstruction in Jeffrey’s journey back to health includes a home care nurse (from Gentle Care) contracted by Molina Health to come and clean his PICC. This incompetent woman displaced the PICC two and a half inches (2 1/2″) rendering it useless for Jeffrey’s forthcoming chemotherapy infusion (scheduled and pre-approved by Molina for this week). The PICC needs to be cleaned again to prevent infection, but it also needs to be replaced with a surgery to install a port (already approved). And just HOW does the chemo session scheduled for this week take place this week without a functioning PICC? Or without the surgery (which should have taken place last week) to install the port? A week has passed without a response from Molina Health. The PICC still needs to be cleaned. The surgery still needs to be scheduled (for this week) and, yet another, chemotherapy session rescheduled because of the collective incompetence and indifference of your staff and your contracted resources. WHO. ARE. YOU. PEOPLE., that this kind of work ethic is allowed to continue? A person purchases in good faith thinking they will never really need it when they are healthy your fiduciary responsibility in this transaction is to ensure coverage if and when they ever needed it. Someone with cancer doesn’t need more stress and their insurance company should certainly not be the cause in my humble opinion.
I could, of course, just ‘go away’ but you would have to fix things to my satisfaction first (I have a pretty considerable list which fulfilled would provide a much-needed boost to Molina’s public perception in the process). Make this better before I blow this up further, I am sharing the screen shot of my Twitter direct mail conversation with Dr Molina (attached) to offer up my requirements.
Thank you for your time and consideration, I look forward to your prompt reply.
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