Many injured workers feel that they have been _punished,_ that the suffering they experience must be explained in terms of having made some error or some offense of which they are unaware or are punished because they are hated by someone.
They look for signs of your rejection: late checks, failure to call back, failure to fill prescriptions, pay mileage, delaying authorization, and sending them to providers who are impatient, contentious and confrontative_or worse..indifferent.
The more educated the patient, the more informed they are about insurance matters and the more they are aware of health care mishaps, the more fearful they become. The more fearful they become, the angrier they seem. The become demanding, but few openly say what they truly feel: _I am terrified, and I feel no one involved in my case truly cares._
It is not difficult to determine what underlies their anger and dependency. Additionally, once you have those data, it is not difficult to meet their needs while still efficiently doing your own job.
The educated and intelligent patient does not simply go away; they become increasingly agitated, and their fears must be defined and addressed.