The federal government acted correctly when it increased the number of workers at a pharmacy help line in response to serious, widespread confusion over the new Medicare prescription drug program.

But a logical question at this time is, when the help line's performance and advice are evaluated at some point in the future, will the grade be good or bad? The inability to receive the best service and advice possible could exacerbate the misgivings many eligible Americans currently are feeling about the program.

The help line must be monitored closely in the weeks ahead.

The federal government's increase of pharmacy help line workers was large-scale, to 4,000 from 150. Meanwhile, questions also can be asked through the Centers for Medicare and Medicaid Services — 800-Medicare or www.cms.hhs.gov — or local aging agencies.

However, considering the scope of the prescription-plan confusion, uncertainty remains over whether even all of the additional help is enough.

What is being said about trying to understand the choices required under the program is discouraging to many who still face the decisions.

For example, a pharmacist in Louisiana who served Hurricane Katrina evacuees said that service to hurricane victims seemed like "a walk in the park" when compared with helping Medicare beneficiaries in recent weeks. That pharmacist blamed the current confusion on too many plans and too many lists of available drugs, forcing pharmacists to spend a lot of time trying to determine if people are eligible for a particular plan.

In fact, the program does require people to choose from among dozens of competing private insurance plans. And, what has been determined to date is that, along with seniors and those who have enrolled, those most likely to acknowledge difficulties with the multiple plans and varied rules live in rural areas or are college graduates.

A college-educated Colorado man remarked that "for the elderly who don't have their full faculties and the poor people who are not well educated, God help 'em.

That is why federal officials must ascertain that help line workers go the extra mile, when necessary, to alleviate confusion — being respectful and understanding, no matter how trying the circumstances.

Federal officials could not have assumed that the task would be easy when they began enrolling people on Jan. 1. However, it is safe to conclude that they underestimated the amount of confusion nonetheless.

Now it is their responsibility to put the confusion to rest, regardless of what that effort entails, especially close monitoring of the help service.

— J.R.K.