Wednesday, January 27, 2010

Customer Service.


Are patients customers?  Sure, technically I would have to say they are.  Whiny, complaining, cranky customers but customers nonetheless.

It does seem to me, however, that an adult would know the difference between slapping down ten bucks for a double cheeseburger meal at Wendy's versus paying that same ten bucks as a copay on medical services.

But alas, often they do not.

As I sat in my office earlier, minding my own business and playing Mafia Wars on Facebook deligently working, I heard a commotion from down the hall.  I knew I would get dragged into it sooner or later so I opted for the later.

The later was a matter of seconds.  My accounting supervisor came in saying that a patient is demanding a refund of his copay and is super pissed that she is refusing to give it to him.

"Did he have the services?"

Yup, he did.  He just wasn't happy with the results. 

"Would you go speak to him?" she implored.

Sigh...

I squared my shoulders and prepared to enter the war zone.  Now the way Skippy explained it, he came to our office specifically to get a prescription for the drug oxycontin and the physician he just saw refused to give him one.  Therefore, he does not want his insurance charged and he demands a full refund of his ten dollar copay.
When I informed him that would not be possible as he was examined and did receive treatment he shouted:

"I AM THE CUSTOMER AND THE CUSTOMER IS ALWAYS RIGHT!!"

No, he didn't get his refund and yes, he left with the typical backwards shouts stating he is going to sue me, my children's children and my goldfish Killer.

I can just picture the reason for the malpractice lawsuit...

Failure to give junkie his fix of choice.

15 comments:

The Dish said...

only $10 for a co-pay? That's cheap! And my chunky ass the customer is always right. Bitches.

Doc said...

Ahhh yes the oldest most incorrect addage in the book; "The Customer is Always Right" Not only is this not true I would submit that this phrase is the 3rd biggest fallacy ever thrust upon the American people right after McCarthyism and Members Only jackets being cool.

Shiny Rod said...

...and you wonder why they call it customer no-service!

Vinomom said...

I love that headline. I can't wait to see it on Court TV. Or at least Judge Judy. Is she still around?

Karen said...

Well a patient is more of a "customer" than a student is at a school. But no, not in the customer is always right way.

Golden To Silver Val said...

oh. my. god. When are you going to write your book? If this wasn't so pathetic, it would be hilarious. Next time he'll buy his drugs on the street like every other self-respecting addict.

Evil Twin's Wife said...

He doesn't sound so bright to me. What a jerk!

Christine said...

Val..It is totally hilarious how these people behave when they feel entitled. The guy really thought he was entitled to anything he wanted since he had paid his ten dollars. Believe me, this attitude is a lot more common than you may think.

Christine said...

Doc: I think there is a website the customer isn't always right. I need to look for it. Anyone know the link?

Coffeypot said...

http://notalwaysright.com/

or try

http://www.evancarmichael.com/Business-Coach/996/The-Customer-Isnt-Always-Right.html

Christine said...

Awesome! Thanks CP.

Anonymous said...

LOL Chris I to own and work in a business where the customer is not always right. I am so tired of giving a customer what they asked for but not what they wanted, because they didn't know what they asked for. I have compusively drilled into my secretaries questions to ask customers so they get what they want instead of what they asked for.

Of course I do not deal in drugs but in gravel but fuck me I am so tired of hearing "my neighbour said`` Then when you ask its inevitabely a school teacher that ``knows`

I flat out refuse to sell some products till the customer comes down and understands what they have ordered

Any ways for your situation does the company employ a large scarey security man. If not i volunteer to stand behind you menacingly if you get me a plane ticket and a green card

razorbeck

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