Category Archives: Media

To Omit Information is to Misinform

I caught a flashy ad promoting Shaw’s 5:30 PM Global National program. The ad had clips from a story about an Ontario woman being denied medical treatment by the Ontario government, telling viewers to tune into Global National for the full story.

The ad really didn’t provide me any incentive to tune into Global National since anyone familiar with today’s media knows the probable form and content of the story. More importantly, they know what type of information the story needs to include but won’t include.

From the ad it was clear the subject of the story has a terminal illness; a terminal illness with a high probably of being among those illnesses classified as a ‘rare disease’; meaning treatment will be new (perhaps still in the experimental stage or in clinical trials) and extremely expensive.

With evident grief family and friends will speak of what a wonderful person she is, how terrible her loss would be, how sad/devastating the thought of her death is to them and how outraged they are the villains, the Ontario Government, refuses to pay for the treatment.

If there are children, there will be film of her great relationship with her children; of her looking ill and limited by the disease while the children look concerned and upset. There will be testimony of what a great and loving mother she is. She will speak of how she wants to live so she can “see her children grow-up”. The children will speak of how much they love their mother and how they do not want the villainous government people to make her die.

If the family has a dog (pet) there will be pictures of the woman and dog enjoying a wonderful relationship and testimony as to how it will devastate the dog is she dies.

The report will provide the name of the disease, how it slowly sucks away the life of the person with the disease and how there is a cure (or an on occasion successful treatment) but the government will not cover the cost – a cost the family cannot afford to pay itself.

There will be interviews with the villains, the Ontario Government officials who state that the Ontario government does not cover (pay for) experimental treatments.

The tone of the piece may evoke enough of a negative response that the Ontario Government, because it is all about politics, is forced to pay for the treatment.

Should the government be forced to pay for the non-covered experimental treatment, the tone of the report will be self congratulatory.

The information the report won’t include is who died or went without treatment because Global National caused the life of the woman in the story to be deemed more important than the lives of other Ontario citizens.

Healthcare is a zero sum game. When money is spent on something/someone not in the budget (the woman’s treatment) the money to pay for the unbudgeted spending is taken from somewhere/something/someone that money was budgeted for. The reallocation of the money to pay for the unbudgeted healthcare expense means someone does not receive the services that were originally (before reallocation) going to be received.

The same political reasons/pressures that result in money being ‘reallocated’, make the powerless, the unpopular, those unable to speak for themselves those most like to lose services.

Reallocation of resources has left the psych ward at Abbotsford Hospital overwhelmed. I knew someone who was on the waiting list to get into treatment for his substance abuse. As a result of this ongoing struggle his head was in a black and dangerous space. Recognizing how dark and dangerous his head space was we spoke of his need to go to the hospital if it worsened.

It did, he went to the overtaxed, overwhelmed hospital and was turned away. Upon leaving the hospital he killed himself.

Cutting healthcare does not require (or mean) cutting the dollars spent on healthcare. Healthcare costs continue to rise and unless the percentage increase in the budget matches the percentage increase in the cost to buy the same healthcare services as last year – you cannot buy the same health services as last year. Meaning health services have been cut.

As a consequence any ‘NEW’ services come at the expense of existing services – cutbacks or eliminations of those existing services providing the $$$$ to pay for the ‘NEW’ services.

I am not sure whether it is a result of ‘burying your head in the sand’ or ‘wilful denial’ or ‘refusing to think’ but people act as though they can have unlimited healthcare – without paying for it. Using “The government can find the money – if they want to” mantra. Ignoring that common sense and basic mathematics require  the government have an orchard of money trees behind the legislature or Rumpelstiltskin in the basement of the legislature (parliament) spinning straw into gold to pay for all the healthcare people want but refuse to pay for.

Politicians – the government – are not villains for imposing limits on health care that have negative consequences, up to and including death, for citizens. Their villainy lies in protecting their jobs (re-election) and gold-plated retirement benefits at the expense of citizen’s healthcare and standard of living by refusing to tell voters something voters do not want to hear.

Refusing to address the issues voters don’t want to hear about does not mean the issues won’t be addressed at some point. It merely postpones the very painful consequences until government and citizens are forced, in the same manner as was Greece, to deal with the issues arising from economic and financial realities.

Telling ourselves that ‘Canada is not Greece’ will not stop the consequences of our spend, spend, spend, pay only a portion, borrow, borrow, sell the future of Canadian children – from coming home to roost or change how painful the correction of personal, corporate and government financial mismanagement will be

In running around broadcasting reports about the need for new hospitals, more healthcare, more education, more of this more, more of that……… without asking how we pay for those items; fostering the impression that the financial and economic issues looming over the future of citizens are the fault of government and have nothing to do with unreasonable demands from the public for services they refuse to pay for; not asking either Mr. Vander Zalm or Mr. Dix why they thought sending $1.5 billion back to Ottawa was a better idea than spending at least a billion dollars of that amount on hospital infrastructure; completely ignoring the financial and economic challenges facing governments………

……media has become villains in this drama, a significant part of the problem, a major impediment to addressing the issues and a threat to Canadians standard of living.

The motto of the media has changed from “all the news you need to know” to today’s “only the news you want to hear, and nothing you don’t want to hear.”

Media is all about selling the sizzle and ignoring the fact the meat is full of salmonella and/or e-coli.

How many more?

Watching another report about a memorial or ceremony for/about Amanda Todd, the teen ‘bullied to death’, raises the question of how many other teenagers will suicide as a result of the media coverage of all the accolades and fame Amanda Todd’s suicide garnered her?

Not that many months ago the media was focused on one community’s efforts to prevent a recent teen suicide triggering future teen suicides in the community; suicides as in more than one. The community’s concern arose from the knowledge that the suicide of one teenager will set in motion thoughts in surviving teens that lead to a cluster of teen suicides in the future.

The media’s report focused on this knowledge, and the evidence linking the suicide of one teen with future suicides among the surviving teens.

If a simple teen suicide serves to trigger future teen suicides, how many suicide deaths will the message, intentional or not, we are sending via media coverage of Amanda Todd’s suicide cause in the future? Deaths that will occur not only in Vancouver, but around the world as Amanda Todd’s death became a cause celebre for media worldwide.

Want worldwide fame? Want your name all over the local media for days, weeks, months? Want people to speak of what a wonderful person you were and what a tragedy your loss is? Want your father to get a tattoo to memorialize you? Want a memorial held at the Red Robinson Theatre in memory of you? Want to make a video and have it go viral on the internet? Want not only 15 minutes of fame, but for the 15 minutes to be extended?

No problem!

Simply, make a video, post it on line, off your self – and let the wailing and gnashing of teeth begin.

There exists ample knowledge about the psycho/socio/bio (psychological sociological biological) nature of the realities, interactions and thought processes of teenagers vis-à-vis suicide. We know that the behaviours of the media, society and individuals with respect to Amanda Todd’s suicide will inspire other teens around the world to seek fame and immortality through suicide.

Now this may not be a pleasant reality, but it is reality none the less, one of the profuse dark realities and unpleasant truths that people and societies work hard to ignore by refusing to see or burying their heads in the sand.

But: Reality does not care what you want to be fact, reality does not care what you believe to be fact, Reality simply is what IS.

The question is not whether teen suicides will result from media coverage of Amanda Todd’s suicide and the ongoing circus that resulted as people strove to get aboard the 15 minutes of fame parade float.

That there would be future suicides triggered was an unavoidable reality, the when and how many were dependent on whether behaviour in reaction the Amanda Todd’s suicide was deliberate and considered – or our usual thoughtless reactionary denial of reality knee-jerk rote response.

Unpalatable perhaps – but Reality none the less.

 

NOW I Understand!!

I had used Rogers as my wireless provider for over 6 years and while Rogers may not have wowed me with their customer service they did nothing that would explain why the mention of Rogers to ex-Rogers customers evokes a response like that of waving the proverbial red cape in front of a bull.

It has taken Rogers less than a week to provide me a clear understanding of how it is that Rogers evokes a passionate distaste that borders on hate.

Rogers has definitely put me solidly in the ‘anyone but Rogers camp’. To the point that although I would like to keep the phone number I have had for the last 6+ years I will be quite willing to get a new phone number if that is what is required to ensure I do not have to deal with Rogers past the point of making the payments necessary to reduce my account balance to zero and sever me from the Albatross this is Rogers.

The Path that finds me sitting at my computer setting down this cautionary tale began at the end of November 2011 when the Cavalier I was driving was in need of expensive repairs such that it proved a wiser financial move to sell the Cavalier to the crusher and purchase the 1989 Cougar I currently drive for $1,000.00.

One of the most insidious aspects of poverty is the constant grinding away of the spirit and hope. One of the ways poverty grinds at you is the fact that you never have an opportunity to set any money aside for the little financial emergencies that are part of living. You are constantly one little mishap from homelessness.

A major financial disaster such as my car will, 99.99999999999999% of the time, result in homelessness. Immediately if you replace the car, several months down the road if you do not replace the car.

Having enough friends to contribute to the formation a pool of cash to lend to keep you housed and buy you the time to get your finances back up to poverty from bankrupt is the only way for the poor to survive.

In the scramble to get transportation and secure housing bills such as internet and wireless get bumped down the priority pay list. Putting you in arrears and struggling to slowly bring accounts current.

I did not try to hide the stretched state of my finances from service providers and have, through strict budget discipline, managed to go from three months in arrears to one month (plus/minus).

Other than Rogers my service providers have been patient and helpful as I work on bringing all accounts into current – even if it is a slow, slow process.

In order to avoid a service interruption I had arranged for payment to be made Friday; a few days late because it is Friday I get paid.

Wednesday my phone service was suspended and my calls were redirected and I found myself dumped into a computer voice options land where none of options offered was appropriate and none of the options offered gets you a live human being to talk to.

Leaving you on the phone with a computer system that is demanding payment, telling me I have a payment agreement on record and that Rogers had not processed the payment I made on the Friday 12 days.

I manage to use a……shortcut……to get connected to a actual person in credit services.

Who proceeded to tell me I needed to make a payment now in order to get service restored. I explained that until I am paid on Friday I have no money; that I had spoken with a Rogers representative and made arrangements for the Friday payment because I had no money until I got paid Friday and wanted to avoid a service disruption.

When I enquired why, with a payment agreement having been made service had still been interrupted I was told I needed to make a payment immediately to get service restored.

I explained that the unexpected and large expense of replacing my car had blow a large hole in my budget, that it was taking time to catch up on bills I was forced to defer and that the reason there was a payment agreement on file was because I got paid on Friday at which point I would have money to make the agreed upon payment – and why, with a payment agreement in place had my service been interrupted.

I was told that it would take at least 5 days to process my payment and – perhaps – restore services and that if I waited to Friday to pay it could take longer because of the weekend. I once again stated that I had no money to make a payment until Friday – when I was paid. That was why i had a payment agreement in place for a payment to be made on Friday.

He then suggested that I needed to increase the size of the payment set for Friday. I reminded him about how tight my budget was and that that was why that amount had been set for the payment and why I had no money to make a payment until I was paid on Friday.

He started in about how it was necessary to increase the size of the payment to bring the account current right away.

I reminded him – again – about the tightness of my budget etc.etc. etc.

When he returned to the need to make a larger payment to bring the account current I reminded him that, as stated previously, my finances were to tight to do this. He then suggested I use a credit card to pay the outstanding balance. I thanked him for making it clear that I needed to reduce my wireless costs in order to pay what I owed Rogers in as timely a manner as possible, thanked him and got off the phone.

Whereupon I promptly headed off to find another provider. And although the cost of services is about the same, I save close to $30 a month because my new provider does not nickel and dime me to death to the tune of $30, as did Rogers.

That weekend I phoned to inform Rogers I was accepting their termination of our relationship. Credit services told me I had to talk to customer services. Customer services said no I needed to talk to credit services. Someone at credit services finally told me I had to call back during the and talk the retention team. Retention team? Now there is a rather amusing concept. And would it not be simpler to treat customers with courtesy rather than trying to retain them after infuriating them?

I did make the payment as I had agreed to.

I phoned during the following week to make sure that the account was no longer in service and to say that I would be paying the balance owing, but with my tight financial state and the fact I would be giving priority to those service providers who chose to be understanding and work with me it would likely be close to the end of 2012 before the full balance was paid.

Subsequent to the final call I was able to make another payment.

This week (July 10, 2012) I received a call from Rogers about payment of the outstanding balance of $185. The statement that I did not owe $185 evoked the immediate threat of having the account assigned to a collection agency. At which point I hung up and composed the letter below, sending it to Customer Service and appropriate Rogers executives.

Ironically, as I sitting at the computer composing the letter to Rogers, I used online banking to pay my wireless bill from my new provider.

 

……stay tooned – we are talking Rogers after all……

On June 6, 2012 Rogers terminated our six year service provider/service consumer relationship by suspending phone service, unilaterally abrogating the payment agreement agreed to by Rogers and myself.

Attempts to speak to someone at Rogers dumped me into the computer automated disservice were I was consistently informed there was a payment agreement on record for my account, followed by demands for payment.

I escaped and spoke to an actual person.

My inquiry as to why Rogers abrogated the payment plan was met with a request for immediate payment. When I explained that the reason there was a payment agreement on the account, with payment to be made on Friday, was that Friday was payday, the Rogers representative responded requesting immediate payment. When it became clear that no matter what approach I took I was unable to get the Rogers representative to understand that it was not possible to make a payment Wednesday when I was paid Friday. I thanked him and said I would make the payment as per agreement on Friday.

This elicited the threat that if I waited to Friday, rather than make an immediate payment, it could well be late the next week before my phone service could be restored. The statement I would have to take that chance was met with the statement that making the payment larger or paying the entire balance would also prove beneficial in the restoration of phone services.

So it was that I found myself explaining to yet another Rogers employee that the need to fund an unexpected $1,000 expense in order to keep a car on the road coupled with being on disability, thus having a fixed and limited income, meant it was only through strict budgeting and disciplined spending that I would be able – over time – to bring my accounts current. That the payment agreed to was the maximum available in my budget.

It was suggested that in order to ensure phone service was restored and to avoid future service interruptions I should pay the entire amount. When reminded that I did not have that amount, it was suggested I put it on a credit card.

I chose not to comment on what that suggestion said about Rogers business ethics, saying simply that I could not do that, thank you and hanging up.

Whereupon I promptly went in search of another service provider.

I phoned on the weekend to inform Rogers I was accepting their termination of me as a customer. After being bounced between credit services and customer relations, before I was cut off, I was told I had to call back on a weekday and talk to the client retention team. A rather amusing concept.

I did make the payment as I had agreed to.

I phoned during the following week to make sure that the account was no longer in service and to say that I would be paying the balance owing, but with my tight financial state and the fact I would be giving priority to those service providers who chose to be understanding and work with me it would likely be close to the end of 2012 before the full $140.10 was paid.

Subsequent to the final call I was able to make a $20 payment, reducing the outstanding balance to $120.10.

This week I received a call from Rogers about payment of the outstanding balance of $185. The statement that I did not owe $185 evoked the immediate threat of having the account assigned to a collection agency.

Given healthy boundaries, I hung up once the threat was uttered.

This letter is to 1) set out what has transpired to date, 2) provide copies of my account statement at the point in time Rogers terminated our relationship, 3) record payments made and not reflected on the statement and 4) once again state to Rogers that the $120.10 will be paid as financial circumstances permit, albeit with preference given to the service providers being supportive of the struggle to recover from the car repair. Despite the anger I feel vis-a-vis Rogers’ threatening phone calls.

Rest assured the $120.10 will be paid. Regretfully, deeply so as it requires a longer relationship with Rogers, financial reality is that, whether to Rogers or a collection agency, finding the funds to pay the remaining $120.10 will require financial discipline and time.

 

 

James W. Breckenridge

 

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