I recently attended at what was my final Annual General Meeting, where lamentably few members attended in order to elect members of the board and approve the accounts. Those that did attend seemed to have some gripes that they wanted to get off their chests, which led me to think about the nature of complaints.

A complaint is an expression that something is not as it should be. The modern philosopher, Julian Baggini, describes a complaint "as a directed expression of a refusal or inability to accept that things are not as they ought to be." This differentiates those who complain to me about a perceived failure from those who simply grumble about the weather, modern fashions and speed cops. But in my experience of years of member complaints, it often takes different formats.

In some cases, members complain when they have not fully understood the benefit structure of the scheme, and it's application. Having never given much thought to how to apply for pre-authorisation for a hospital procedure because they've never had to, once the action is required the bewildering call centre process can often give rise to a gripe, even if the process was followed correctly. And similarly members complain about the benefit structure even if they do understand it, simply because they disagree with it. The scheme's benefit structure is determined through a complex and delicate balancing act, which means it can never be perfect and suit everybody. But it remains the scheme's right to determine its own structure and to not cover certain benefits, if that is what is needed for sustainability. You may not like it and it may even prompt you to seek alternative cover, but that is just how it is.

On the other hand are those stoics who feel it is pointless to complain as no-one pays any attention anyway. This type of member seethes under the perceived injustices and eventually resigns in protest without ever having directed to anyone the reasons for their unhappiness. Sometimes it's not even that they want anything changed - they just want an apology.

But the best complaints are those that bring to my attention that something is not working properly, or opens the mind to an alternative way of delivering benefits. When there is a process that can be improved on, or a benefit that can greatly enhance the package of the scheme without impacting on the finances, then we have achieved something for the greater good.

So keep the complaints coming. They may not always be valid, we may not be able to address the cause of the complaint and sometimes we may not even be able to understand the underlying unhappiness. But the interaction is important and it can lead to improvements in our offering. But remember, if you are on the wrong option, there's not much we can do to help you.

I wish all our members the best of health and happiness and thank you for your support over the past 9 years. ♦

By contrast, hepatitis B and C are blood-borne viruses. Hepatitis B is highly infectious. It is estimated to be about 50 times more infectious than HIV. It is mostly spread by very close contact with an infected person, which allows exchange of minute quantities of blood through tiny grazes or cuts and this can occur through:

Other specific high-risk circumstances where the spread of hepatitis B can occur are:

The ways that hepatitis C are spread are believed to be similar to hepatitis B, but it is far less infectious than the latter. Hepatitis B and C can be passed from an infected mother to her baby. Despite the fact that hepatitis B and C are found in the blood, there is no convincing evidence that they are spread by mosquitoes or other biting insects.

Apart from A, B and C, there are at least two more important hepatitis viruses which are the hepatitis D virus that is only ever found along with hepatitis B; and hepatitis E that is an independent hepatitis virus. It is spread in a similar way to hepatitis A, though generally in waterborne outbreaks. ♦

What if you get caught outside in freezing conditions? What can you do to prevent hypothermia?

Stay warm and dry and stay out of the wind.
Know the warning signs of hypothermia.
Most frequently the victims of hypothermia are the young and the old, or adults under the influence of alcohol or mentally ill individuals.
The signs of hypothermia include shivering, exhaustion, confusion, fumbling hands, slurred speech and drowsiness.

Damp kills. If you think someone has hypothermia and it is not possible to get them to a doctor, you should remove any wet clothing they may be wearing. Damp cools down the body and could lead to someone becoming hypothermic.

Be clothing-wise. Waterproof clothing - especially the outer layer - is very important. Once your clothing is wet, it is better to take it off than to wear it.

Don't be blown away by the wind. The wind chill factor is a reality - it increases the cooling down process in the body hundredfold, especially if someone is wet as well. Being out of the wind is as important as being out of the rain or snow.

Make a fire. When hiking, it is a good idea to wrap matches in a Ziploc waterproof bag, so that even if you get rained on, you can still light a fire. When indoors and the power is switched off, a grate fire could be a real lifesaver.

Stay put. If you are in a cave that is reasonably sheltered or in a car, stay there. Your chances are far higher of being rescued if you don't wander off on your own in search of help. If in the car, run the engine for a few minutes every hour so that you can switch on the heater. It is also never a good idea to hike on your own, or to break away from a hiking group.

Keep your head covered. The body loses heat through its extremities - such as the hands and the feet, but mostly through the head. If your feet are cold, put on a hat.

Eat something. Your body can conserve the heat it has - but it needs other sources from which to generate energy, such as food. It is always a good idea to carry something such as a chocolate bar with you, which can generate instant energy.

Run on the spot. Exercise increases your blood circulation and can make your body generate more heat. A few minutes of exercise can do wonders for you if you feel cold.

Stay indoors. Stay inside as far as is possible. Don't wander around unnecessarily outside. In such cold, people can easily become disorientated and fall, or get lost.

Tell someone. Make sure a responsible person knows where you have gone, when you should get there and which route you have followed. In certain areas where there is cellphone reception, a charged cellphone can be a real lifesaver. Better still, never go on your own. ♦

Central Eating this Winter

Yet again we face the eternal question: how do we survive winter with our waistlines intact, our energy levels high and free of colds and flu! As you may suspect - there are no short cuts - eat right and exercise frequently.

The desire is to go for stodgy foods and cheesy toasts, but add these foods to your shopping list and you'll avoid the winter blubber and blues:

Exercise Tip: Chuck out the TV dinners for some TV exercise

Now is the time to scan the second hand shops/ junkmail for virtually brand new exercise equipment. Pick up an exercise bike or treadmill for a fraction of the price. Watching your favourite soapie/ documentary while exercising can only be good for you.

Fact File: Fibre Class

Our refined food choices make sufficient fibre intake very difficult. Make sure you get in enough fibre to help protect against cancer; ensure good gut health and help release sugars slowly from food (lowering GI) -makes us feel full faster etc. If you miss breakfast, your chances of getting enough fibre are very slim. Add fibre rich foods like kiwi, guava, pears, figs, nuts and seeds, prunes, raisins, bran flakes, broccoli, corn, bean sprouts, popcorn, seed loaf. ♦

Contributed by Amanda Weber of Dietetic Consultancy cell: 083 302 5976 e-mail: dietaw@iburst.co.za

Drug database
A complete drug database is available to assist you with information on a specific drug; the contra-indications; when it should be taken and whether there are any dietary specifications linked to the usage of the drug.

Poisoning
A database with poisoning protocols is available for the nurses to assist you. The immediate and long-term needs are addressed and an ambulance will be dispatched if the patient is critical and in need of immediate medical care.

Health Counselling
The Personal Health Adviser can offer you a better understanding of various chronic ailments such as cancer, HIV/Aids, diabetes, asthma etc. and offer specific treatment to help the patient, and those around them, cope better with their circumstances.

The ailments covered are:

Stress Management
The Personal Health Adviser can assist stressed members on a daily basis offering counselling, advice and relaxation techniques, In cases where the nurse realises that there is a need for further assistance, the patient will be referred to a doctor for initial assessment and further treatment.

Teen Line
The nurses offer advice to teenagers and counsel them on physical, emotional and sexual questions and problems they may be experiencing. The caller is spoken to in his/her home language and advice given includes:

• Drug related questions
• Coping with studies
• Peer pressure
• Living with HIV/Aids

Abused or neglected children are also encouraged to phone the Teen line as the nurses are trained to address such issues in a sensitive manner.

The nurses will help the abused child understand that the abuse is not their fault and that they can do something about their situation. Following the assessment of symptoms and if the nurse concludes that there is some kind of abuse, they will:

• Persistently guide the victim to act in their own best interests;
• Encourage them to speak to their parents, teachers, or priest;
• Make them understand that abuse needs to be reported;
• Refer them to the social welfare department. ♦

This service is provided free of charge to all Fedhealth members. Don't wait, call them any time on 0860 333 432.