I am so mad at the so-called customer service at Kaiser Permanente. As some of you know, we're trying to get pregnant. My nightmare started the moment I made the phone call for my appointment.
Medical care in the US is so different from Malaysia. Although I have never needed a gynae then, I do know that if you're trying to get pregnant, you just go and make an appointment to see one. So after telling the customer service what I want (to get/go thru fertility treatment), I was finally given a date, a month and a half away from the day that I called. I was told that they would send me a reminder about my appointment. Did they? NO. Fine ......
On the day of my appointment, June 25, i found out that I was seeing a certified nurse midwife (CNM). (Can someone please highlight me if a cnm is a gynae? Im serious. I really need someone to tell me if there's a diff between those 2) Since Iv already done my paps smear 2 mths earlier so I didn need to take another one. All that she has to do is put my name in the computer to sign me up for the fertility class or something like that. (for that we parted with $30 for our co-pay) Iwas told that somebody would call me to set the appointment date for the class. Sounds familiar? Of course nobody called.
So earlier today, I called the customer service (her name is Angela) again hoping that THEY will do something about it or at least let me know what the hell is going on in their multi-million dollar facilities. I am not easily angered if I get the service that I expected. And that's the key-word. SERVICE. When I pay for a service, I expect that I would have to do the minimum and THEY, do the rest. Imagine how I felt when i was told to call the CNM myself to find out what happened to my appointment and that the call never came? I let all my dissatisfaction known to her. She, on the other hand told me to contact the CNM myself. Basically telling me tht its my duty to make sure that THEY give me a call so that I get the appointment that I needed. Does that even make sense? And to make my blood-go-upstairs even more, since I keep questioning her why I need to do all that, she rudely just said to me, "im going to tranfer your call to the doctor's voicemail now" and thats it. She just transfered my call. Anak haram sungguh! Pardon my language.
Dealing with the insurance/medical here is like walking in a maze. Its just so frustratingly frustrating. And I still dont know what is it that we have to do or need before we can actually get the treatment that we want. Or if even need any treatment.
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