Even the most organized patients struggle to get answers, refills, or follow-ups—not because they’re doing something wrong, but because the system wasn’t built to help them succeed. In this first of a two-part series, we explore how healthcare sets patients up to fail—and what to do about it.

When people can’t get answers from their provider, they text a friend. Sometimes that friend is a nurse. And sometimes, that’s the only reason they get clarity. This post explores how that became our default—and how Storyline began by filling in the gap with time, trust, and translation.