Andy Pack

I work the front desk at a small doctor’s office, and I wish people could see what happens on the other side of the phone. Every day, older patients call us confused. They are told to use the patient portal, upload documents, check lab results online, fill out forms before the visit, and confirm everything through a link. Some of them do not know what a portal is. Some do not have a smartphone. Some have one, but they are afraid to click the wrong thing. Last week, a man in his late 80s called about his test results. He said, “Ma’am, I don’t mean to bother you, but the computer says I have a message and I don’t know how to open it.” He sounded ashamed. That broke my heart. He should not have to feel ashamed for needing a human being. Technology can be helpful. I understand that. But when people who built this country are made to feel helpless because everything became a login and a password, we have gone too far. Not everything needs to be an app. Not every answer should be hidden behind a screen. Sometimes people need a voice. A patient person. A real human who says, “Don’t worry, I can help you.” Progress should not leave seniors behind. Because one day, the world will move faster than us too. And I hope someone is kind enough to slow down.