Comcast - Big Company, Stupid Rules

I live in an area that is considered “rural”.  It isn’t by comparison to lots of areas, but large corporations use that term for service designations.  That way they can deny certain types of service.  Over many years, I have gotten somewhat used to it.  One disadvantage is that there is no way to threaten to leave a certain provider, because there is no other business that does the same thing in the area. 

Case in point:  We only have one cable provider.  Because I have been dealing with the same issue for the last two years without resolution, I will even use their name.  COMCAST has decided that they can only send my electronic bills to a comcast.net address.  I have been using one of those free provider addresses since before my children were born.  They are now getting ready to graduate from high school.  Comcast used to send the bills to that address.  Then I made the mistake of moving my office.  Don’t ever do that.

Now they send the bill to (drlasermed) @comcast.net.  I told the nice man that I talked to forever last Friday that I don’t have a comcast.net address.  He said that I did.  I told him I have been using the other one for about 20 years, I get all my mail there, and I don’t understand why I can’t get his bill there.  He says it’s a “security issue”.  They won’t send bills to anything but a comcast.net address.  It’s funny, because I finally got the office bill to come to the other address. 

I can’t even pay the home bill on the internet.  Comcast billing (or Xfinity to be exact) won’t accept my account for anything other than my office bill.  It won’t accept my home account payment.  If I want to pay over the phone, it will cost an extra $5.00. 

I finally gave up.  I had argued with several different people.  I did get the bill paid.  But they can’t fix the billing issue.  So, [insert shudder here] they are going to kill a tree every month and send me the bill in the mail.  I will kill a tree [insert another shudder] and send them a check in the mail back.  I’m not paying $5 to pay the bill over the phone [until postage goes up that much]. 

Why can’t business be reasonable?  What is so unsecure about sending an e-bill to yahoo or gmail or hotmail or any other internet address?  If you work for Comcast or know the answer, please let me know. 

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Medical Office Quandaries - 4

Missed Appointments

I’m sitting here staring at the walls at the moment because a patient didn’t bother to show up for her visit that was booked for an hour.  Ms Noshow also didn’t bother to cancel.  Princess called her twice yesterday and again this morning to remind her that she had an appointment.  The current phone number went to voice mail. 

She has been a patient for a little over a year.  I have at least 5 different phone numbers in her chart.  There are multiple notes in this patient’s chart about leaving messages, phone not being turned on, and her phone not being in service.  It helps to write this down, so Ms Noshow can’t say we didn’t try.

PEOPLE!  What happened to common courtesy?  It doesn’t matter whether it’s a 5 minute visit or a 2 hour visit – that time was reserved for you.  If you’re not coming, you should call.  It has gotten to be so common for people to forget that most offices call one or two days in advance to remind people. 

Several years ago, I finally instituted a charge for this.  Princess and I agree that wasting our time needs to be paid for.  Some people don’t pay the charge.  We don’t see them ever again.  Sigh.

Another Office Conundrum

Princess calls all our patients the day before their appointments to remind them about their appointment.  It is very common for doctor’s offices to do this.  Why, you ask?  Because people forget that they made the appointment.  They don’t come to the office.  We sit around looking at each other.  Other patients who could have come in for appointments can’t come in.  Besides, it costs us money every time someone doesn’t come in.  That raises the price for everyone else. 

What happens when Princess calls? 

Her favorite thing is to talk to the person who made the appointment.  They confirm it.  Everyone is happy.  This is a rarity.  Her next favorite is to get the machine and leave a message.  This is more common.

I hear a lot of grumbling about numbers that are “not in service”.  Another complaint Princess makes often is that mailboxes are full.  We have people that won’t answer their phones at all.  We have people that answer the phone and say they have no idea who that person is. (????)

My personal favorite is when Princess calls someone and they deny ever having made the appointment.  Princess is the only one that makes appointments.  So she KNOWS that the person made it.  She won’t let anyone but the patient make an appointment.  She knows it wasn’t the mom or the husband.  I don’t treat Alzheimer’s patients. 

Several years ago I instituted a “missed appointment fee”.  If you don’t show up, there’s a charge.  This covers part of the time we waste when you aren’t here.  It’s also a stimulus to keep your visit.  I think that’s why people say they have no idea what Princess is talking about.  

Yeah, right! 

You can’t be seen until you pay that fee.  Most patients have no intention of ever paying it.  I’m so sorry.  That’s how I get rid of patients who are unreliable.  My cardiologist told me I need less stress.  This helps me, but I’m a little worried about Princess’s blood pressure.