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Dear Google: It Ain’t a Free Trial If You Charge Me

By Uncategorized

I have been a Google brand advocate for over a decade. Fell on their search engine like a starving dog when it launched in beta in ’98 (even then, they really were better than everybody else), and have enthusiastically jumped in on all their web-based tools as they’ve rolled out.

Since I switched to an Android-powered phone recently, and am trying to find the right tools to sync my Outlook contacts (almost 2K) with both my Droid and Google Contacts – backups to the backups, always available – I decided to investigate Google Apps.

Their Premier (paid) Edition looked like it was worth a try. And they offer a 30-day free trial. Or at least they say they do.

I signed up for the free trial. They asked for my credit card number, and I gave it – I’ve taken advantage of many free trial offers the same way. I use it, if I like it, I stay and pay. If I don’t like it, I cancel during the trial period.

Has always been easy…until Google Apps.

I was concerned when I saw a charge appear on my credit card account online almost instantaneously after I signed up for the “free” trial. How is it free if you’re charging me for it?

I followed the “Support” thread in an attempt to find why they’d charged me. This is all I got:

In case you can’t make out the text at the bottom, it says that even though it looks like I was charged, I wasn’t.

I beg to differ. $50 that has been taken out of my account is $50 I don’t have access to – which sounds like “charging” to me.

I canceled the trial immediately.

The charge IS STILL ON MY ACCOUNT ALMOST 36 HOURS LATER. Trying to engage with Google as a customer gets you lots of bot-generated “do not reply to this” email, but no actual customer service.

I’m very much not the only person to have been bait-and-switched by Google Apps. BTW, Google Apps Power Poster LMckin51 is answering lots of questions (badly) on this topic, but doesn’t seem to understand the concept of listening. Since s/he is a volunteer, I’ll observe that Google seems to like getting stuff for free themselves. To be fair, they do offer lots of free tools – but bait-and-switch makes me madder than Dick Cheney at a PETA meeting.

Sorry, Google – you have officially become the giant soulless representation of crappy customer service. I realize that, to you, I don’t even qualify as a gnat to your elephant. However, there are more of me (small business owners) than there are of you (giant soulless global corporations).

And I call bait-and-switch – saying something is one thing (in this case, free) when it’s really something else (in this case, $50 plus possible overdraft fees) – the essence of evil in business.

Don’t be evil? Don’t make me laugh.

That’s my story, and I’m stickin’ to it.

The (Real) Story on “Mad Men”

By Uncategorized

First, let me make this clear: I’m a big fan of the Emmy-winning AMC series Mad Men.

That said, I go through a veritable buffet of reactions during each episode – fear, loathing, fear AND loathing, and occasionally PTSD. The PTSD and the fear/loathing are inextricably intertwined,  due to the fact that I started my sojourn in the workforce in the mid-70s, when the captains of industry exemplified by Sterling, Cooper, Draper, and the rest of the boyz were running the show.

don-bob-gif image On Madison Ave., Main St., and everywhere else.

Being an XX in an XY world – the ’70s – meant dealing with behavior exactly like what was on display in last Sunday’s episode of Mad Men. All my bosses back in the day presumed that I was in the workforce to land a husband. And they assumed that my presence in their world meant that I was a perfect candidate for Bedroom Romper Room as pre-marital training.

I was still in college, working a part-time job, when a boss cornered me in the supply shelves and told me to put out, or get fired. Had he been less Aldo Ray and more Henry Fonda, I might have gone for it. He wasn’t. I was fired, and overjoyed about it.

The early days of the sexual revolution essentially amounted to guys assuming they had a right to hear “yes”, but grrlz had no right to say “no”. Starting in the late ’60s, and going up to – and through – the Age of AIDS, it was a never ending grope-fest. Seriously.

I was working in an ad sales division of a major broadcasting network by the late ’70s, serving a sentence as a secretary in exchange for NYU Film School tuition. (A rockingly fair deal.) The sentence-serving piece came from most of the guys in the office, who clearly believed that we office grrlz were there for their amusement, delectation…and occasional dictation.

I thought about that as Don groped Allison, his secretary, on Sunday night. I found myself wondering when Helen Gurley Brown’s Sex & The Single Girl came out – 1962, so I was right to hear an echo.

This past Sunday’s dark Christmas party Mad Men took me back to the Christmas party the network sales division threw in ’79, where I was forcefully propositioned by no fewer than 7 execs, all married, all drunk, all entitled. I managed to evade their desired result, but still felt like Allison did when Don handed her two crisp $50 bills – a whore.

I was putting up with bad behavior in exchange for a paycheck. Not a lot of alternatives at the time, more now but still not utopia.

I watch Mad Men with a strong sense of history, and that PTSD I mentioned before. Joan, Peggy, and Sally are the most interesting characters in the show, as far as I’m concerned. I worry about all of them, because I know what marriage for the sake of marriage does, what it feels like to sacrifice a personal life to a career, and how childhood hurts can morph into very bizarre behavior.

I’ll keep watching. And I’ll keep worrying. And I’ll hope that Joan becomes an account exec, that Peggy starts her own agency, and that Sally grows past her dark side…

That’s my story, and I’m stickin’ to it…

Are Afghan Papers the 21st Century’s Pentagon Papers?

By Uncategorized

Daily Beast’s lead story today reveals that the Justice Dept. and the Pentagon have expanded their investigation of Bradley Manning, the US Army analyst who handed over what I’m calling the Afghan Papers to Wikileaks.

As someone who is, um, experienced enough to remember the Pentagon Papers dust-up in 1967 when the war in Vietnam was ramping up, and the DoD and White House were – to call a spade a spade – flat-out lying to the American people about the US military expansion and operations in southeast Asia, I feel compelled to make this observation:

Democracy requires truth. Truth is the enemy of politics. Those forces will be forever set in opposition, which means that, from time to time, the blood – or freedom – of patriots must be sacrificed on the altar of that truth.

Nothing I have read about Manning gives me the impression that he was looking for any kind of recognition or compensation from leaking the Afghan Papers. According to his friends, this kid – and he is a kid, under 25 years old (Ellsberg was 35 when he leaked the Pentagon Papers) – was hugely conflicted about what he observed on the ground in Iraq and Afghanistan, and what he saw reported further up the chain.

As our adventure in the sand continues in Afghanistan and Iraq, in aid of a purpose that I don’t think anyone has a clear grip on, I find myself thinking that Bradley Manning has more cojones – and courage – than anyone in the Pentagon.

One of his fellow soldiers, posting anonymously on Daily Beast, tellingly says that the Afghan campaign is called The Ocho (inspired by one of my favorite movies, Dodge Ball) by troops on the ground, and is thought to be an exercise in futility – whose futility is being hidden from Congress and the White House via smoke-and-mirrors PowerPoint presentations by DoD officials.

I’m calling bullshit on the whole military operation – not the boots on the ground, but the suits who sent ’em there – and saluting Bradley Manning for taking the risk he did. He’s likely sacrificed his freedom (he’s currently in the brig in Kuwait) for at least a decade to put some truth on the table.

Now it’s time for us – Americans all – to take a hard look at what’s on that table. And make some decisions about how we can drive some meaningful action, and change.

That’s my story, and I’m stickin’ to it.

NOTHING ABOUT ME WITHOUT ME

By e-patients, healthcare industry, healthcare price transparency

The last few weeks have been a cluster-dance of activity in the e-patient community. Actually, pretty much any week is a fast dance in the participatory medicine world, given the drive toward healthcare reform in the US.

The loudest dance orchestra has tuned up around the controversy created when the American Hospitalspm logo Association (AHA) posted its comments on the Phase 2 Meaningful Use (MU2) rules, which are part of the Patient Protection and Affordable Care Act (PPACA), a/k/a healthcare reform or Obamacare, depending on what your preferred nomenclature is.

The bottom line: even though the Centers for Medicare and Medicaid Services (CMS) has made re-admissions to the hospital within 30 days after discharge a giant “we won’t pay you for that” red flag, the AHA stood up on its hind legs and said, regarding MU2, that they did not want to make records available to patients for 30 days post-discharge.

Which seems to mean that the AHA is either totally OK with not getting paid for a re-admission within those 30 days, or they’re trying to use a giant hammer to kill the adoption of electronic medical records technology.

A third explanation – and one that I think is actually what’s happening here – is that the last couple of years of massive IT deployment in healthcare has been really hard. And the policy wonks who wrote the comment for the AHA have little or no dealings with actual patients. Because anyone with a brain who works in healthcare knows that not empowering patients to manage their care is the best path to both bad outcomes and bankruptcy.

If you’d like to read all about the issue, you should start with

David Harlow’s Healthblawg

e-Patient Dave

Healthcare activist artist Regina Holliday (the Rosa Parks of patients’ rights)

The Sad Story About Joint Replacement (in the US, at least)

By healthcare industry, healthcare price transparency

A hip or knee replacement can offer people with chronic joint pain the chance to return to an active life. The potential promise of being pain-free, in some cases after decades of restricted movement, is a powerful incentive to arthritis sufferers around the world.

I know from direct observation that not all joint replacements result in the patient returning to the dance floor, or the jogging track, or even the walking path. My dad had a hip replacement in 1996 that inserted the wrong appliance, leading to 18 dislocations in the ensuing three years. The issue was finally resolved with yet another surgery, paid for by Medicare and my father’s supplemental insurance. This was a doctor error, not an appliance failure.

Imagine my surprise this past Saturday (April 3, 2010) at this piece in the New York Times, revealing that almost all manufacturers of artificial joints offer no warranty whatsoever to US consumers who wind up with defective products surgically strapped on to their skeletal structure. The dodge is facilitated by the way device manufacturers sell the implants: to the hospital, not to the patient.

The skids on that dodge are further greased by the consulting fees paid to many surgeons by implant makers, giving those surgeons little impetus to bite the hand that feeds them.

Here’s a chart for the visual learners:

NYT 4-3-10 hip replacement warranty stats

US device manufacturers who sell artificial joints overseas offer warranties in the countries outside the US where their implants are used. Why not here? One reason could be our tort-crazy system. Got a consumer complaint? Don’t try to work it out directly – hire a lawyer and sue the bastards.

That does not, however, excuse the failure of medical device makers to offer any kind of warranty on their products. And it’s not excuse for their expectation that we – taxpayers (Medicare and Medicaid), insurers, and patients – foot the bill for their lousy manufacturing processes.

This is another example of why we need what I call “real health care reform” in the US: fully-informed consumers (patients) communicating fully and frankly with health care providers (doctors, hospitals, device manufacturers). Price and outcome disclosures at the outset of every interaction. Both sides held to account on compliance with best practices.

Wow – what a revolution that would be.

That’s my story, and I’m stickin’ to it.

Got comments? Brickbats? Kudos? I welcome all. Bring it on.

The Powerful + Multifaceted Story That Is Temple Grandin

By Uncategorized

Temple Grandin is a cross-species hero. Her appearance at TED makes me wonder: what took them so long to invite her?

Her work with animals, particularly in the design of slaughterhouses, revolutionized the cattle industry. As an autistic, she is the living representation of what’s possible with what she calls “unique minds” – her passion is in direct opposition to the standardization that has strangled education in the US for decades.

The current economic landscape is driving school systems toward more standardization as budgets get slashed, particularly for the subjects that engage outlier minds: shop, art, music.

Einstein was likely an autistic-spectrum mind – probably Asperger Syndrome – so what does it mean for innovative thinking in our society that we’re taking non-standardized minds and forcing them down paths that will cut them off from their ability to think in new ways?

Sounds like the essence of cruelty. In fact, it’s intellectual slaughter. We’re forcing kids down chutes, prodding them toward the end of the track – in this case, a high school diploma, not a killing bolt to the forehead, but how many minds are killed by the proc

What can we do? Fight to keep visual and verbal arts in the curriculum for public schools, for one. Another would be to consider a 2nd or retirement career in the classroom, particularly if you’re a scientist or artist.

Be an innovative thinker yourself.

That’s my story, and I’m stickin’ to it…

A Modest Proposal (on Health Insurance Reform)

By healthcare industry, healthcare price transparency, politics

~ Casey Quinlan © 2010 [originally posted on the now-defunct Disruptive Women in Health Care blog, posted here for posterity.]

I will admit to a bias on the subject of health insurance, and healthcare reform: I’m one of the millions of America’s uninsured. I’m female, over 50 (I told you, now I’ll have to kill you), and I was diagnosed with cancer in December of 2007.

The first of those facts – being female – is the biggest dinger of the three when it comes to health insurance premiums. The reasoning there: women use more health services, starting in their teens and 20s and continuing through menopause. The second – my age – could signal a better rate, since women typically tail off in their use of healthcare in their mid-50s. However, the third fact – cancer within the last 10 years – gets me insurance coverage quotes of $2,000 per month, with a deductible between at $3,000 to $6,000 a year.

For the math-challenged, that’s between $27,000 and $30,000 out of my pocket per year before insurance covers Dollar One. Since that amounts to much of my annual pre-tax income in each of the two years since Cancer Year – 2008 was the last year I had health insurance coverage – I’ve remained on the uninsured list. And developed some fierce opinions about the future of healthcare and health insurance in the US.

The Patient Protection and Affordable Care Act, a/k/a “health care reform,” passed earlier this year includes some help for my situation…in 2014. Meanwhile, I’m managing to get the oral chemo meds I’ll be taking until 2013 (which cost $500 a month) with the help of a community clinic. And I’m keeping my fingers crossed that I stay as healthy as I was before the cancer diagnosis, and as I have been since I finished radiation treatment in 2008.

That’s my current health insurance policy: crossed fingers.

There are two things that I think have to happen to bring about meaningful change in the healthcare cost/payment/insurance conundrum, for me and everyone else:

  1. Tort reform*
  2. Severing health insurance from employment

I realize that the tort bar, the health insurance industry, and pretty much everybody with a job-related health benefits package will take out a hit on me for making those suggestions. But the system has fallen, it can’t get up, and until major changes – not the chipping-away-at-the-edges approach of the current iteration of “health care reform” – are made in both the US legal system and how health insurance is marketed and sold, meaningful change doesn’t have a prayer.

How would tort reform help? Defensive medicine – practicing medicine with one eye over your shoulder looking for lawyers – adds as much as $45.6Billion-with-a-b annually to US spending on healthcare, according to a Harvard study published in September. That may seem like a drop in the bucket when the total annual spend on healthcare in this country is $2.3Trillion-with-a-t, but those dollars are all coming out of our pockets one way or another. Whether it’s in higher health insurance premiums, deductibles, fee increases to help providers cover those who can’t pay, fee increases to help defray the costs of malpractice insurance, or tax dollars for Medicaid and Medicare, we pay for it.

Reducing the dollar impact of medical liability would start to address some of those costs. Tort reform would give providers a defined worst-case scenario for liability, and would reduce the sue-the-bastards incentive for patients (and their lawyers) who don’t get the outcome they want from treatment. There are no guarantees in medicine, other than that there are no guarantees in medicine. Patients who are harmed by doctors that are unfit to practice wouldn’t be left without recourse, but the dollar amount of settlements would be capped.

Now, on to my really controversial suggestion: severing the link between health insurance and employment. Employer-paid health insurance benefits weren’t common in the US until World War II, when stiff wage controls made defense plants and other employers get creative to attract and keep good employees. They came up with offering to pay for workers’ health insurance. Thus was employer-sponsored group health insurance born, and the individual health insurance market stamped with an expiration date.

If you’re selling something, wouldn’t you rather package and sell it to as large a group as possible? Insurers, helped along by federal labor laws, have had a great revenue model: sell to large employers, keeping their annual premium-per-employee at an acceptable level because of the size of the risk pool. Cherry-pick the individual market, and put a high price tag on coverage for individuals who look like they might get sick – like women.

I’m actually quite pleased with one of the provisions in the health care reform bill fines employers with 50 or more employees $2,000 for each worker if they don’t provide health benefits. Why? Because the largest US employers – Walmart 1,000,000+ US employees, Verizon 200,000+, UPS 350,000+ in the US, to name a few – will look at that figure, do the math, and discover that the fine will save them money.

Again, for the math challenged: 1,000,000 employees would cost Walmart $2Billion-with-a-b in fines. Sounds like a whacking huge amount of money…until you calculate the cost health insurance benefits for those 1,000,000 employees using the average premium, which runs between $4,000 (single coverage) and $10,000 (family) per year. The fine would save Walmart $4-10Billion a year. They could even offer their employees help buying coverage, and still save some serious money.

And break the tie between group coverage and employment.

What would happen then? I think the American people can get together and drive the market as one big coast-to-coast group, using consumer-driven health plans** (CDHPs) combined with health savings accounts (HSAs). I believe that one of the causes of the healthcare cost conundrum in the US is the passive attitude most Americans have about their health, and healthcare. Decades of coverage paid for with “other people’s money” (employer-sponsored plans) have turned us into a nation of mindless medical consumers. We want cutting-edge care, we want second, even third, opinions, we bitch about $100 co-pays, we want to never have a bad outcome. Oh, and by the way, we don’t want to pay for it.

CDHPs would help make us mindful again: about the costs of healthcare, about the impact of our choices and behavior on our health, about how to get the most value for our healthcare dollar. A consumer-driven plan – also called a high-deductible plan – has a lower premium than traditional PPO or HMO plans due to that higher deductible. It also has no co-pays. You pay for care until you max out your annual deductible – between $1,000 and $5,000 per year – and are fully covered after that. Some CDHPs cover preventive and screening care, like annual physicals and mammograms, outside the deductible.

To be truly effective, CDHPs must be tied to HSAs, both to help consumers pay their deductible costs and to encourage them to save money for future healthcare costs. Making HSA contributions with pre-tax money makes HSAs “IRAs for healthcare,” with tax penalties for non-healthcare withdrawals. Since consumers – patients – will be paying for healthcare out of their HSAs, they’ll have an incentive to both ask what a procedure or prescription costs, and to ask questions about the cost of treatment options.

We’re a consumer nation. We shop for deals on flat screen TVs, cars, iPods, and breakfast cereals. Isn’t it time we did the same thing for prescriptions and hospital costs? I for one would jump at the chance to enroll in a CHDP – unfortunately, they’re not offered to individuals in the state where I live.

Don’t get me started on state insurance commissions…

  • [2021] I no longer subscribe to this idea – not that tort reform is a terrible idea, just don’t think it would help move the needle, or the mind-set, of what I call dinosaur docs (MDs over 60 years old who have “we’ve always done it this way” syndrome)

** [2021] CDHPs have proved to be a trash fire, since too few employers have elected to fund HSAs, and individuals who have bought insurance on the Affordable Care Act exchanges have found that CDHPs are basically just catastrophic care coverage. Their out of pocket expenses are high enough that many are now foregoing care rather than seeking medical care and paying out of pocket until their deductible is met.

Health Care Storytelling

By e-patients, healthcare industry, storytelling

In all the sturm und drang over the US health care system in the last couple of years – and the last many decades – one voice seems to be largely missing in the discussion.

We’ve heard from health care providers – hospitals, doctors, et al.

We’ve heard from insurance companies.

We’ve certainly heard from politicians.

We have not, however, really been hearing from patients, unless some disease sufferer with a story to tell to support the POV of a health care provider, an insurer, or a political position gets trotted to the microphone to tell his or her story.

As social media rises as the brave new communication platform for any and all global-village ideas and events, health care is starting, sloooooowly, to dip its toe into social networking as a tool to get their message out. What we have not seen, though, is a lot of listening, other than the usual suspects listening to (and yammering at) each other.

There are a number of community sites that have grown up around specific conditions and issues – Fran Drescher’s Cancer Schmancer community and Lance Armstrong’s LIVESTRONG efforts around cancer spring to mind.

Microsoft has launched MyHealthInfo.com, and Google’s got Google Health.

Patients are out there: on Facebook, on Ning, on Twitter, and other online community sites like SparkPeople.com. However, less than 20% of doctors are currently using technology to manage their patients’ medical records – given that resistance to technology, combined with the strictures of HIPAA (which I swear must mean Health Insurance Paying All Attorneys), it’s easy to see why the health care industry seems to be MIA in the Web 2.0 world.

One of the reasons cited by health care providers for not using web tools to communicate with their patients is privacy concerns. That is a legitimate concern, but I think it’s being used as a smokescreen – there are plenty of security apps and protocols available that would allow a dialogue between doctors and patients without having the conversation become Twitter status updates.

How refreshing, even revolutionary, would it be to have a way to communicate with your doctor and his/her staff online? To log in, schedule an appointment, enter your blood sugar numbers or blood pressure, request a prescription refill, ask a question, get a referral, download your medical records.

The health care sector has been losing the trust of its customer base for a long time – gone are the days when doctors were looked at as elevated beings who knew way more than the average dude (dude, in this usage, is gender neutral).

Doctors can take some of the blame there, since they’re not batting 1.000 on calling out the bad apples in their bunch, and have, as a group, been acting as the supply-chain for the pharmaceutical industry more than is, um, healthy.

The pharma industry takes some heat on the trust gap, too, since they seem to be all about “ask your doctor” and not so much about “you’ll be able to afford this stuff”. And don’t even mention Celebrex or Vioxx…

These revolutionary web-enabled conversations would allow doctors and other health care professionals to start to build those one-on-one and one-on-many trust relationships that could actually bridge that trust gap. Even help us understand, manage, and maintain our health.

Patients need to take the lead here, I believe, because left to their own devices doctors, hospitals, insurers, and politicians will continue to talk at each other, and not listen to the ultimate consumer of health care: the patient.

That’s my story, and I’m stickin’ to it.

Looking for the Union Label in the 21st Century

By Uncategorized

American Airlines, going against the tide of US carriers outsourcing aircraft maintenance to hangers in Mexico and Central America, has discovered a new partner in reducing costs and creating efficiencies: their own mechanics’ union, Transport Workers Local 514.

The only US airline that has not sent its jets to foreign hangars is American – they’ve continued to send them to their maintenance hangers in Tulsa, Oklahoma.

Wade Goodwyn at NPR told this story on the air on Tuesday, Oct. 20.

Americans’ maintenance crews have reduced the time an MD-80 spends in the hanger on what’s called a “heavy check” from 22 days to 12. Just in case you’re thinking that means they threw almost 1,000 people at the job, they didn’t. They’ve reduced the heavy-check crew from 700 to just over 300.

Good work, less time, fewer man-hours. Sounds like a business plan instead of a union work-rule, doesn’t it? Which is what gives me hope that trades unions in this country might enjoy a renaissance, with the highly educated and skilled workforce we still have in the US using those smarts and skills to create, and keep, good work for themselves.

What I love about the American Airlines story is this: it looks like there are still smart people in unions. I’ve wondered what had happened to the movement that fought so hard in the late 19th and early 20th centuries to make factory, construction, and agricultural work fit for human beings. Trust me, kids – at that time, in this country, it wasn’t. Read Upton Sinclair’s The Jungle if you have any questions.

The members of TW Local 514 have seen what’s happened to the rest of the wrench brigade in the US, who until the ’80s saw regular increases in wages along with a strong union membership base. The wasteland that is the skilled labor market in this country has virtual tumbleweeds rolling slowly down its dusty main streets – jobs moved offshore to factories and machine shops where a good daily wage is, at best, one-quarter of what it is here.

But I digress. In my view, most unions had become anachronisms by the mid-20th century, after becoming fiefdoms for their leadership and what amounted to private wage-setting clubs for their members. If you disagree with me, I have two words for you: Jimmy Hoffa.

This story gives me hope that, with all the amazing new product ideas being born in basements, labs, garages, and corner suites across this country, there is likely  enough sense between the ears of the skilled labor pool to want to bring those ideas to life. To look at what’s happening today as an investment in tomorrow, and probably next week, too.

A girl can hope. That’s my story, and I’m stickin’ to it.