(This is a typed online chat session. About 30 seconds to three minutes between questions and answers.)
Avi Jacobson: [Presents background and asks very specific question about a prescribed medication.] What do you suggest?
Elaine: I think I can give you some information to help answer your question. Please wait while I research this for you.
Avi Jacobson: Thank you.
Elaine: One moment please…
Avi Jacobson: Thank you.
Elaine: You’re welcome.
[About five minutes later]
Elaine: My research is taking longer than I expected. Please wait while I try to locate the information. Thank you.
[About three minutes after that]
Elaine: Here’s some information that may be helpful. You will be able to view the information in a moment
Elaine has sent you to [URL]
Elaine: Did you receive the information I sent? Can you see the page I sent?
Avi Jacobson: I had to release the pop-up blocker, but I can see it now.
Avi Jacobson: Yes, this general information is already known to me. It says, for example, “Always take [very broad family of medications] exactly as directed. Never take larger or more frequent doses, and do not take the drug for longer than directed.” I am taking far LESS than directed, and LESS FREQUENTLY. But I do have a specific question about the risk of [my specific concern] with this specific medication, which is not mentioned specifically in the article. Can you help? Or is this something I need to ask my doctor?
Elaine: One moment please…
[Two minutes later]
Elaine: Is there anything else I can do for you?
Avi Jacobson: Yes, you can answer my question, please. The article you sent is general info but does not address my specific issue.
Elaine: One moment please…
[One minute later]
Elaine: Thank you for letting us address your health care concerns today. Feel free to chat again with our registered nurses anytime, 24 hours a day, seven days a week. You can also speak with a registered nurse by calling toll-free 800-842-9722
Avi Jacobson: Seriously? OK, thanks. Bye