sunlight (sunlightlotus) wrote in bad_service,
sunlight
sunlightlotus
bad_service

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Thanks for the bad service Kaiser

This is my first post in this community.

My job has Kaiser for us, and while I've often heard complaints about it, I generally don't mind it. Until now.

I had a 4pm appt. today and was told to arrive 15 min. beforehand, so I was there by 3:40. I checked in, and really only had to wait about 5 minutes before I was brought back.

The nurse asked me questions and took my vitals and told me the doctor would be right in. About 20 minutes went by. My phone was off, so I dont know exactly how long. Finally he came in, diagnosed me within, say, 55 seconds. He had asked me a question about my current prescriptions and one was missing so I mentioned it to him. He asked me if I needed a refill and I told him no, I had plenty at home. After about 2 minutes total, he told me a nurse would be back in to give me a paper and then I could go.

I wait.
I wait.
I wait some more.
Then, I wait.

Finally the doctor comes back in and says that the nurses are so backed up, he'd just give me the paper himself. He told me how he had put the new prescription in, but also had resubmitted the old one (they are for different medications). I could tell the pharmacist I only wanted the new one though.


So I went down to the pharmacy and submit my prescription, telling her I only want the new one.
It was 10 till 5 at this point, so I had been there about an hour and ten minutes so far.

I wait.
I wait.
I wait some more.
Then, I wait.

for 50 minutes. Finally I ask the pickup window person how much longer. She goes and checks and comes back and says just a few minutes. Within a few minutes, sure enough my name is on the screen. So I go to the window, and when the lady asks if I had any questions for the pharmacist, I ask, "Why did it take 50 minutes?"

She begins to say, well wait time varies and then says, "Wait, did you say 15 or 50?" FIFTY. Oh, she looks embarrased and says she doesnt know.

So I pay for my prescription, leave and come home.
Total time at the doctor's office for a minor issue?

2 hours, 10 minutes. Of which I saw the doctor 3 minutes.

Now to top it all off...

After finally relaxing at home, I decide to look at my new prescription to read how to take it and all.

I open the bag, and realize that they did NOT give me my new prescription, they gave me my old one. Well that's just great. Thanks so much Kaiser. Now I get to go back there tomorrow and waste.. gosh, how many more hours of my life? They had better reimburse me for the wrong prescription too. I cannot believe the crappy service that they gave me. Insurance companies and pharmacists make a lot of money. They should offer their customers a lot better customer service than this.

[Edit]: I'm upset about the insurance company cause it IS Kaiser - everything is Kaiser - doctor, nurse, facility, pharmacist, etc.

Also, the prescription wait made me so upset because at least 15 people dropped off prescriptions after me and picked them up before me over the 50 minutes I waited.

**UPDATE**
I went back to Kaiser's pharamacy today where the lady informed me that the prescription I needed is available over the counter. I asked her why the doctor said he was giving me a prescription for it(He had said I could get weaker stuff OTC) so that it would be strong enough, and why when I submitted it yesterday the pharmacist didnt tell me this. I can't understand why the DOCTOR would tell me its prescription and the pharamcist now says its NOT prescription. The lady also basically said it was my fault I ended up with the wrong prescription. There's no way to get a refund on the wrong prescription either.

Its of course, Saturday, and customer service is not available, but I will be calling first thing Monday morning. And then avoiding going to the doctor like the plague from then on... I cant afford this crappy service.
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