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Blue Cross VP Responds to “Sicko” In Secret Memo

I got this from the Michael Moore mailing list. Read what the VP of Corporate Communicatio ns for Capital Blue Cross has to say about the Sicko movie in a confidential memo. Notice how he doesn’t actually address how Moore is really wrong, or come up with compelling reasons why the “For-Profit”   misery leaches health insurance industry is a better plan than what every other Western democracy has. The VP was even nice enough to include a phone number and an E-mail address. Join me today in sending him a heartfelt thank you for all the “good work” they do for humanity. Now, onto the memo.


BlueCross Secret Memo Re: ‘Sicko’ … “You would have to be dead to be unaffected by Moore’s movie…”

July 6th, 2007


An employee who works at Capital BlueCross has sent us a confidential memo written and circulated by its Vice President of Corporate Communicatio ns, Barclay Fitzpatrick. His job, it seems, was to go and watch “Sicko,” observe the audience’s reaction, and then suggest a plan of action for how to deal with the movie.

The memo, which I am releasing publicly in this email, is a fascinating look at how one health care company views “Sicko” — and what it fears its larger impact will be on the public. The industry’s only hope, the memo seems to indicate, is if the movie “flops.”

Mr. Fitzpatrick writes: “In typical Moore fashion, Government and business leaders are behind a conspiracy to keep the little guy down and dominated while getting rich.”

No. You don’t say! That can’t be!

BlueCross V.P. Fitzpatrick seems downright depressed about the movie he just saw. “You would have to be dead to be unaffected by Moore’s movie,” he writes. “Sicko” leaves audiences feeling “ashamed to be…a capitalist, and part of a ‘me’ society instead of a ‘we’ society.”

He walks out of the theater only to witness an unusual sight: people — strangers — mingling and talking to each other. “‘I didn’t know they (the insurers) did that!’ was a common exclamation followed by a discussion of the example,” according to Fitzpatrick.

He then assesses the film’s impact: “[T]he impact on small business decision makers, our members, the community, and our employees could be significant. Ignoring its impact might be a successful strategy only if it flops, but that has not been the history of Moore’s films … If popular, the movie will have a negative impact on our image in this community.”

The BlueCross memo then suggests a strategy in dealing with “Sicko” and offers the BCBS “talking points” to be used in discounting the film.

My heartfelt thanks to the employee who sent this to me.

And now a word from me to Capital BlueCross:

How ’bout a debate? No more secret memos and hand wringing about the millions seeing “Sicko.” Just me and your CEO openly debating the merits of a system that kills thousands of innocent Americans every year.

In the meantime, I hope you don’t mind me sharing your thoughts and impressions in your well-written memo. And if the rest of your executive team hasn’t seen “Sicko,” it opens in an additional 100 cities tonight for a total of over 700 screens across North America. Attendance went up a whopping 56% on the 4th of July, higher than any other film in the theaters right now. But don’t be scared, and certainly don’t be ashamed to be a capitalist. Greed is good! Especially good for you. There’s nothing like having the pre-existing condition of being rich, should you ever get sick and need help.


Michael Moore


P.S. Join me at noon EST, today, when I’ll be chatting with U.S. Steelworkers  , the California Nurses Association, and whoever stops by to talk about “Sicko” and the industry’s attempt to stop this movement. Check my website for details.

[The following memo was written by Barclay Fitzpatrick, VP of Corporate Communicatio ns for Capital BlueCross]

I was able to see Sicko last night in Lancaster. There were about 30 other viewers in the theatre covering all age groups. I have attached the well-written memo from one of our partners, which describes cases used in the movie, to the end of my memo. Also attached are the latest talking points from BCBSA. I will focus on impact to our brands, issues, and suggested strategies in this memo.

The Movie
You would have to be dead to be unaffected by Moore’s movie, he is an effective storyteller. In Sicko Moore presents a collage of injustices by selecting stories, no matter how exceptional to the norm, that present the health insurance industry as a set of organization s and people dedicated to denying claims in the name of profit. Denial for treatments that are considered “experimenta l” is a common story, along with denial for previous conditions, and denial for application errors or omissions. Individual employees from Humana and other insurers are interviewed who claim to have actively pursued claim denial as an institutiona lized goal in the name of profit.

While Humana and Kaiser Permanente are demonized, the BlueCross and BlueShield brands appear, separately and together, visually and verbally, with such frequency that there should be no doubt that whatever visceral reaction his movie stirs will spill over onto the Blues brands in every market. Here are some examples:

* Horizon BlueCross/Bl ueShield is picked out early in the film in a collage of stories citing bad treatment of members.
* BCBSA is cited for rejecting a woman for coverage due to a high BMI - “too fat” is written across the screen over a copy of her application denial letter, which describes the BMI rejection.
* BlueShield of California denied coverage for a diagnostic test, which the patient later received overseas. Patient sues BS of CA and medical director admits to not ’seeing’ the actual denial letter, which was given an electronic signature.
* BlueCross of California denied payment for a major surgery after they discovered a previous yeast infection, then dropped the person for coverage. This is followed by an interview with a person who claims to have been a specialist at finding inaccuracies in applications to enable post-treatme nt payment denials.
* A BCBSA card is shown while the narrator describes how they (insurers) got wealthy.

In typical Moore fashion, Government and business leaders are behind a conspiracy to keep the little guy down and dominated while getting rich. Nixon Oval Office tapes are used to show how the initial idea of a ‘less care = profit’ enterprise was supported by the administrati on and became the HMO paradigm. Legislators are presented as bought stooges for the political agendas of insurers and big Pharma. Insurers are middlemen in the Medicare Modernizatio n Act - which is presented as a trick to charge seniors more for their prescription drugs.

Doctors are barely touched - only in the course of discussing the AMA’s work to sink early efforts in the 40’s and 50’s to start universal health care. He takes efforts to show that doctors live well in other countries despite the existence of universal health care. In follow-up interviews, Moore has stated that he has spoken to and knows many doctors, and “doctors aren’t the problem”.

In the second half of the movie, Moore walks us through individual stories of the Canadian, British, French, and Cuban health care systems where everything is free and - he reminds us repeatedly - no one is ever denied service because they can’t pay. In addition to health care, the government provides free day care, college, and someone to do your laundry. Everybody gets along and takes care of each other and life is beautiful because there is universal health care. As a viewer, you are made to feel ashamed to be an American, a capitalist, and part of a ‘me’ society instead of a ‘we’ society - and the lack of universal health care is held up in support of that condemnation .

The Impact
Moore’s movies are intentionall y intense and his objective in Sicko seems to be to revive the earlier Clinton efforts - not to achieve universal coverage with this movie, but to push the topic to the top of the agenda. He will be just as successful whether proponents mount momentum or discussion entails key stakeholders defending why it won’t work.

As a health care industry educated viewer it is easy to pick out where Moore is cultivating misperceptio ns to further a political agenda, but you will also recognize that 80%+ of the audience will have their perceptions substantiall y affected. In demonstratio n of its impact, an informal discussion group ensued outside the theatre after the movie. While some people recognized how one-sided the presentation was, most were incredulous and “I didn’t know they (the insurers) did that!” was a common exclamation followed by a discussion of the example.

The unfortunate reality for Capital BlueCross is that as the market leader, we will be affected both in brand and as employees as Moore’s efforts in the movie and surrounding PR activity are seen by more of the community. The impact on industry savvy Sales’ contacts should be minimal, while the impact on small business decision makers, our members, the community, and our employees could be significant. Ignoring its impact might be a successful strategy only if it flops, but that has not been the history of Moore’s films nor the way this one appears to be headed. If popular, the movie will have a negative impact on our image in this community.

There should be no doubt that many of our employees will be asked what they think of the movie by friends, family, and neighbors. We should anticipate that our customer service people will be asked about particular cases from the movie and if we follow similar policies. Word and phrases we have routinely used to date in policy change communicatio ns or denial letters, such as “Investigati onal”, will be seen as affirming the film’s contentions. The national BCBSA response - while coming out against the film’s divisiveness and focusing on the positive work of the Blues - steers media inquiries about policies and denials back to the plans themselves.

There are 4 key areas of misperceptio n cultivated by the movie that we should consider in any messaging strategy:

1. That the industry is all about HMO’s. Moore cultivates this further in his interviews. The reality is that HMO’s are a minority product and have been for some time.
2. The movie attacks insurers for a profit motive, but makes no distinction among for-profit and non-profit insurers, and in its execution places the Blue Plans together with the for-profit insurers.
3. All plans and employees - from leaders to service representati ves - are painted as motivated by profit to deny claims, and only those with crisis of conscience have come forward to confess their sins.
4. Perhaps most damaging of all, Moore completely fails to address the most significant driver of health care costs - our own lifestyle choices - and seeks to focus attention and efforts on the alluring ‘quick-fix’ of universal health care. It has taken a generation of poor nutrition and exercise to get obesity and related health issues - and subsequent costs - to their current levels, and Moore’s movie fails to acknowledge the causal relationship or need to change (he briefly touches the subject in a non-memorabl e way). Contrast this to the recent Health Care Symposium held in Harrisburg - where a panel of representati ves from Government, Insurance, Hospitals, Business, Physicians, and even Lawyers agreed on one thing - that there was no quick fix and that Health and Wellness was the critical area of focus.

I believe the most successful strategy will not be in attacking the movie for its weaknesses or misperceptio ns, but in distancing ourselves and our brand from the groups and motivations he attacks, demonstratin g the good that we do and achieve (aligns with BCBSA strategy), and in articulating our disappointme nt that he did not address the truly relevant issue of improving our health and wellness. We will convene a team to consider other approaches and work on potential messages for media inquiries, customer service, and employees.

Confidential Memo (from partner)

SiCKO - viewed on 6/26/2007


* The main theme of the movie is that American society needs to focus on the “we” and not the “me” in healthcare.

o This broad message is an overlay for the specific criticisms of the healthcare industry - the movie asks where the morality of the American public lies and contrasts America’s approach to health care unfavorably with other nations.

* SiCKO does not go into any depth about how health insurers operate how the health insurance business works - instead it fixates on what it characterize s as the profit incentive to deny care to patients (e.g. examples of barriers to getting health insurance if you are not healthy; examples of people being denied expensive tests or procedures; examples of efforts to deny reimbursemen t after care has been received.)

* The film draws no distinction between not-for-prof it and for-profit insurers - in fact the Blue Cross/Blue Shield brand is intermixed with the for - profit brands as background reference points. o One scene shows a Blue Cross / Blue Shield logo as Michael Moore’s voice over begins, “While the healthcare companies get wealthy…”

* The health insurers that get the most airtime are:

o Kaiser Permanente
o Humana
o Blue Cross of California
o Aetna

* No Pharma companies are mentioned - but SiCKO suggests in multiple instances that prescription drugs are overpriced

o At a pharmacy in London, prescription drugs are £6.65, no matter how large the dose
o In Cuba, one bankrupt 9/11 worker’s inhaler costs 5 cents, instead of $100

Further Notes

* Some of the examples of denial of care highlighted in the film:

o A woman with Kaiser Permanente takes her 18-month daughter to the hospital in an ambulance, only to be told to go to an in-network hospital. By the time they reach the second hospital, her daughter has stopped breathing and dies 30 minutes later in ER.

o A woman with Blue Shield of California has a tumor but is denied requests to get an MRI, or to see a specialist. While on vacation in Japan she is given an MRI, and eventually returns to the U.S. to demand treatment from her insurer.

* In the ensuing court case, a doctor admits to denying her request without having reviewed it.

o Blue Cross of California approves one woman’s $7,500 treatment, but the approval is later denied for her failure to report a previous medical incident - a yeast infection.

* “They’re just looking for a way out,” she says

* Other examples of how health insurers avoid paying for treatment:

o One graph (from Humana) shows that doctors with the highest % of denials get a bonus.

o Michael Moore interviews a former health insurance employee who specialized in denying care to patients retroactivel y - by finding inconsistenc ies in their medical records.

o A 5-minute piece in the beginning of the movie .

* The film also focuses on the politicians and the funds they raise from Pharma and other player in the health care industry and alleges that the system has been heavily influenced by lobbyists and contribution s.

Barclay Fitzpatrick
Vice President
Corporate Communicatio ns
Capital BlueCross
(w) 717-541-7752
 (c) 717-329-3648

MichaelMoore TalkingPoint s61807.doc

Blue Cross and Blue Shield Association
Talking Points in Response to Michael Moore’s “Sicko”
June 2007

1) The Blue Cross and Blue Shield Association  (BCBSA) and the 39 Blue Cross and Blue Shield companies are committed to improving the U.S. healthcare system for our nearly 100 million members through continuous innovation that reflects the ever-changin g healthcare landscape and the needs of the consumer.

2) The Blues recognize the need for improvement of both the coverage and delivery of healthcare. But the divisive tone set forth by Michael Moore and his movie “Sicko” is not helpful. Positive change to our healthcare system can be best achieved through shared responsibili ty, not recriminatio n. To ensure Americans have access to the best healthcare that is both timely, efficient, and of high quality, requires the collective contribution of all stakeholders — consumers, providers, employers and the government.

3) The Blues participatio n in the Health Coverage Coalition for the Uninsured is a primary example of how the broader healthcare community is working together to reduce the number of uninsured in the United States.

4) The Blues are working on myriad initiatives that ensure Americans have access to quality and affordable healthcare. Each day, Blue Plans across the country are bringing healthcare value to their members in a number of ways such as new advances in health information technology and greater access to cost and quality information. In addition:

o The Blues recently created Blue Health Intelligence a data resource that will shine light on emerging medical trends and treatment options in an unprecedente d way. To further the use of evidenced-ba sed medicine, BCBSA has called upon Congress to establish an independent, payer-funded institute that will study the comparative effectivenes s of new and existing medical treatments and procedures.

o Blue Cross and Blue Shield companies are at the forefront of healthcare transparency by providing their members with online access to real-time information related to provider quality and the cost of common healthcare services. In addition, the Blues have committed to making personal health records available to their members by 2008.

o We are working to ensure that Medicare is funded appropriatel y and that seniors continue to have access to comprehensiv e benefits.

5) The Blues are proud of these efforts and we will continue to work with consumers, providers, employers and the government to provide Americans with the healthcare services and information they need to lead full, healthy lives.

[tag] Sicko, Blue_Cross, health_care, Michael_Moor e, universal_he althcare [/tag]

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25 Responses to “Blue Cross VP Responds to “Sicko” In Secret Memo”

  1. <blockquote> At a pharmacy in London, prescription drugs are £6.65, no matter how large the dose</blockq uote>I would like to know where this pharmacy is as the cost I get charged in every other pharmacy is £14.00, more than double the amount Moore claims is charged in the UK.Are the other facts any more reliable?

  2. Paul, has the price gone up? The filming was done over the course of a few years, It was the pharmacists saying it not Moore. 

  3. It’s been going up steadily for years. But £6.65 in London? Not for a long time. There are parts of the country, such as Wales, where the prescription s are free now, thanks to devolution.

  4. I saw the movie Independence Day night. It does make a huge point about the price of meds in England being 6.65 pounds all over the country. He asks at least half a dozen pharmacists if this is true and they all say yes.  If Paul is saying this is does seriously bother me as to what else is inaccurate in the movie.  

  5. I saw the movie Independence Day, too. I thought the point was that aliens had come to kill us all and strip our planet of resources before moving on. :^)

  6. I understand that generic drugs are only $4.00 at Wal-Mart.

  7. not ALL generic’s Craig..a selective group of them. Lets be clear ok? :)

  8. I regret to inform all the readers here at BIO that I am an idiot.It did cost me about £14 last time I got stuff on prescription . Unfortunatel y, for my ego at least, that was for two items. So it looks like I’ve misled people and falsely accused Michael Moore. It is about £6.65. Dammit. I hate being wrong. 

  9. You JACKASS :P

    thanks for the retraction.. I feel better now.  

  10. <whiny seven-year-o ld>I didn’t meeeeeean to do it.</whiny seven-year-o ld>

  11. The VP of Corporate Communicatio ns, eh?  Is that the official title of the Vice President of Looking Out of Windows?  This line is priceless, "
    You would have to be dead to be unaffected by Moore’s movie, he is an effective storyteller. "  So was Oliver Stone in JFK.  But that is what it was, a story, a fiction.  The truth in that movie was that President Kennedy was assassinated on November 22, 1963 and that Lee Harvey Oswald was shot and killed by Jack Ruby two days later.  That’s about it. Is Sicko a similar story?  Since I haven’t seen it, I don’t know.  I would say that leftists like Moore usually leave out a crucial detail when it comes to health care in this country; it has a major socialist element already with Medicare and Medicaid, which eat $600 billion of the federal government’s budget every year (and I haven’t even added Medicaid budgets for the states, nor the amount being paid into new state-provid ed health care).  I doubt this number gets figured into the revenue stream of the health care industry, even though it is a massive part of it.  However, there are many who have lived through the hell of a fully socialist nationalized health care system who may look upon Sicko as false propaganda for a failed medical system that Michael Moore would like to inflict on America.  Here’s a few: My mum broke a leg and ended up dying in hospital Mor e lies from Moore  Micha el, keep away. The NHS is a rip-off (this article is from a guy who claims to be a big Michael Moore fan) The needless death of a nine-year-ol d and the NHS failings that let her down Who’s the real sicko? And then there are these three reports regarding a finding that showed that NHS failings in Scotland caused over 450,000 avoidable deaths over the last 30 years (that’s 15,000 per year): Hospi tals kill 500,000 NHS ‘blunders kill half-a-milli on Scots 462,00 0 DEATHS CAUSED BY NHS I’ve tried to find the actual report, but haven’t found it yet; it may not be out on the internet at this time.  Per the second article, NHS Glasgow and Clyde hasn’t seen the report at this time.  That same piece discusses other reports highlighting similar problems.  I would guess Moore didn’t include these things in his movie. I would also guess that Moore didn’t include the fact that Cuba’s great health care system almost killed Castro.  A doctor from Spain had to be brought in. By the way, Moore’s "concern" about a system that he claims kills thousands of innocent Americans every year.  I wonder if that "concern" includes the 1,000,000 innocent Americans that have been aborted every year for the last 35 years?  I doubt it.  To a leftist, an abortion is a "choice" or part of "reproductiv e health" (or some such nonsense), or even the equivalent of the cause of back pain.  Genetically, those innocent Americans are human beings, homo sapien sapien, and will only be human beings (provided they aren’t aborted).

  12. And yet everyone who has fact checked Moore (CNN, the AP, etc) has had to concede his facts are by and large accurate. How come if our system is so good NOT one other Western country has a majority of people wishing to switch back to it?

    Of course Medicare "eats up money" from the budget. It also covers all the elderly in the country. Ittakes the peopel MOST likely to need help and provides coverage. Thats why it works. We pay money, we get a service for it. You seem to think that Private Insurance is somehow cheaper than Medicare. Well pal it eats up your paycheck too. It ain’t free either SteveIl. You’re company (or if your not that lucky YOU) are paying a ridiculous rate for it. You are paying on average between 10 -30% overhead for the "privelage" of purchasing that plan. That 10-30% isn’t used to make anyone healthier - well ok the shareholders and the CEO’s of Humana, United Health and Kaiser are getting healthier bank accounts, but you get the point. By contrast the overhead numbers for Medicare are between 1 -2%. 


    Dude how can you be wrong on about every issue. Global Warming, this administrati on and Health Care. You are so caught up on saying Leftist Leftist Leftist that you are never right.

  13. Ah yes..the good old time-honored bullshit whine of the right.. SOCI ALIZED MEDICINE MEANS OUR DEMOCRACY IS IN THE CRAPPER, THE COMMIES ARE COMING..THE COMMIES ARE COMING.Grow up, no one here will buy that crap and you know it. This isn’t a left or right thing, but you insist on making it one. Its a nationwide issues that crosses party lines.But it serves YOUR purpose STEVEIL to make it about politics and party’s.  

  14. Of course I pay for health insurance (through my company).  That’s on top of paying for Medicare and Medicaid, and any piece of shit system my stupid governor wants to force down my throat.  You know what kills me, it is the lack of a clue you have as to what you are talking about.  You have no faith in the American people, your fellow Americans, in coming up with non-governme ntal solutions to problems like this.  You listen to liars like Michael Moore the "inventor of the Internet", and all they say is more of the same Great Society failure from 40 years ago, or the 70-year old boondoggle called Social Security.  You all are so completely unoriginal it’s laughable. 

  15. Yeah your company is having to pay to keep you insureed while taking it up the wazzo to do so. 

    OK SteveIL and your ever so smart attitude give me a market based way that insures everyone in this country including the elderly and sick and doesn’t cost any more than it does right now. Remember, we already spend, per capita, more than any other country (by a long shot). GO to it Steve. Lets see how original you are.

    Balls in your court smart man. Show me the money. Show the entire Western World how Steve form Illinois has a market plan that no one has thought of that doesn’t cripple business or individuals and provides universal coverage. Until you show me that, don’t bother arguing the point. Put up or please shut the hell up.

  16. Are you here to attack or discuss the issue seems to me your just attacking us for our beliefs without offering shit to support your pov. Your personal attacks need to stop. Try sticking to the post and address the issue, can you deal with that?  And is Medport World Wide News? You can toss that citation in the trash dude.  

  17. The Daily Record is pretty weird too. Don’t you have a link to this study thats been floating around since 05? Are you actually trying to say there were less people in the same predicament here in the US? If you are..I need to see something to support that, cuz I ain’t buying. Look at one hospital in L.A. alone King-Harbor, Kaiser Permanente is a real goodie too..they love to patient dump.Your pulling rabbits out of your hat trying to support your position. Give us some decent data or sit down. 

  18. Excuse me, admin (I’m assuming it’s Tom Baker), but did you include the amount we pay for Medicare and Medicaid in that "wazzo"?   And I don’t know the best market solution for the insurance industry, because I’m not in the insurance industry.  However, there are plenty of people who are and could come up with something good, and then someone else will want to do it better (building the better mousetrap).  That is what this country has been good at: innovation.  Bullshit socialism, and the taxes that are needed for it, kill innovation.  But for some God unknown reason, leftists seem to think the federal government, an entity who knows as much about managing health insurance as I do (and pretty much everybody here, along with the VP of Looking out of Windows at BCBSA, and Michael Moore), is better able to handle this problem because they have lots of money.  Yeah, great idea.  Just like the energy policy of the last 30 years, which has been a morass of red tape.  Just like the boondoggle of Social Security.  And countless other things.

  19. Dusty,As I said in my comment, I don’t have a link to the report.  I believe two of the articles mention the study is being led by a Professor Alastair Leyland.  Here’s a link to a webpage that mentions the study is being done (2nd paragraph under the phrase "Current studies"), although it may have not been updated and doesn’t have any link to the report those articles mentioned. A nd I wasn’t trying to support anything about what is going on in the US.  I was pointing out information that exists regarding the effects of nationalized health care on other countries.  However, LA’s King-Harbor Hospital, as you mentioned, is a perfect example of the failure of socialized medicine.  It’s a classic government-r un piece of crap. 

  20. There are effects from every type of healthcare system..jesu s man, you think your point makes the US’s system smell any better? Its the whole system, its the greed at the expense of people’s lives here in the US..thats wrong on many levels. As for your whine about socialism. It’s weak ass rhetoric and nothing more.  Suck it up and deal Chicken one is buying that socialism is around the corner because many americans choose to embrace universal healthcare, in whatever form as a way to address the health needs of an entire the rest of the industrializ ed nations do?your worthless report has nothing substantial in the MSM to support it. Your TimesOnline piece was a fucking OpEd by some fool that if you read the comments even his own country men tell him he is full of shit.  

  21. If we get the gross oversized profit margin out of our healthcare its going to be a plus for Americans. I f you don’t believe all Americans should have healthcare then just say it ok? That your a corporate pig that thinks it’s every man for himself and fuck the rest of you, I got mine. Guess we need to get everyone’s parents off the dole and Medicare then right dude?The movie which I am sure you haven’t seen and won’t, doesn’t say anything that Moore can’t document. I know you hate to hear that but don’t let the facts get in the way of your extreme rightwing rant ok?  

  22. SteveIL,If America can come up with a better solution, why the hell haven’t you? I mean, you spend more on healthcare per head than even the UK with the hugely inefficient NHS, have worse health outcomes and a sixth of your country with access to emergency healthcare only. So where’s your better solution exactly? 

  23. See my latest post on my blog regarding discussions with leftists.  Everything said here proves every one of my points.  The same things could be said with comments I made over on this post.

  24. SteveIL,Yawn . Leftists are all stupid. I’m always right, they’re always wrong.  Now could you please explain why your system’s better when it costs more and delivers less? Remember, I’m just a stupid leftist so you’ll have to use small words.

  25. Paul, that you even waste your time attempting to discuss with the resident neocon shows what a nice person you are. Did you go to his site? Evidently he can’t write his thoughts here, he just spews the extremists rhetoric of hating all things he considers ‘librul’. tsk tsk.

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