A pile-on.
Skipping the background, in June I had a blood draw requested by my cardiologist scheduled for Aug 20, at 9AM, in the morning because I have to be fasting for 12 hours. At 8 AM on the 20th, they call me saying they have to re-schedule because the nurse who is to draw my blood is not there. No biggie, they re-schedule for 9AM on the 22 (today). On the 21st (yesterday, the day after they cancelled and re-scheduled), they call me at 2PM (no message, no nothing) and again at 3PM (left a message simply saying to call them). I was busy shopping, driving all over town when they called.
When I got the message, I called them back and get stuck in a call-queue, listening to a helpful notice telling me that patients who cancel 3 appointments will be dropped from their patient list and will be charged $100 to re-enroll. After about 5 minutes on hold, I get re-scheduled for 9AM tomorrow, the 22nd. Oh, did I mention that for the two previous appointments, I got numerous texts, e-mails, and urgent messages on their patient portal notifying me that the appointments had been made and then reminding me of my those appointments, wanting me to “check-in”, but none notifying they had been canceled? Guess who is never going to get a confirmed appointment, again?
Whew… I feel better, anyway.
My gripe is, in what other service industry would this behavior be tolerated? If you had a haircut appointment, for example, and they called you up to say they had to cancel, you might say, OK, let’s re-schedule. If, right before that new appointment, they called again to cancel, I’d be thinking I need a to find someone else to cut my hair.
If your insurance agent called you and arranged for an appointment at his office to review your coverage on Tuesday morning, but canceled at the last minute, but re-scheduled for Thursday. You might say, fine. If, on Wednesday afternoon, he called to cancel again, it would be time to find another insurance agent.
In both of the above cases, the Libertarians would say, that’s how the Free Market is supposed to work. Services that make things easier for their customers will flourish while those that don’t will fade away.
But with medical (and it seems, dental, too) offices, that doesn’t apply. The reason? You aren’t the customer. No, the insurance company is the customer, you are only the product. Product to be processed by the system in order to be able to bill the insurance company. It’s all set-up to be convenient for the insurance company, not the patient. Convenience for the patient? A waste of effort, time, and, of course, money.
Want a kick in the head? They just called cancelling tomorrow’s appointment. They want to re-schedule again.
In two weeks.
I wish I was kidding. I am not.