How mad would you be?

[Anonymous]

So I was supposed to start chemo today--8:30 appt. It was an appt set at the practice's convenience and not on short notice.

At 5pm last night I get a call that there are problems with the insurance authorization. I'm asked to call my insurance co, who says nothing's pending. Practice rep declines to cancel the appointment, saying sometimes things come through last minute.

I'm there this morning on time. Nurse cannot administer chemo because it's not been fully authorized. The admin person is late and no one knows when she'll show up. Receptionist literally throws her hands up in the air because she can't do anything. I wait 90 minutes only to be told to go home when admin person does show up.

I'm still stewing even though new appointments were scheduled this afternoon. Would you expect an apology from the physician? This situation follows a no-show virtual appointment with a nurse. Scheduler cannot explain what the problem with insurance was. I'm mad because I wasted time, rearranged my schedule, spouse rearranged schedule, but maybe this is just where we are as a country. Resign myself to crappy service? Even during cancer?

[Anonymous]

Ooof. I'd be voting with my feet/wallet at that point, OP. Unless this is literally your only option, you could do the same.

Once is a fluke, twice is a pattern. If their office can't handle the paperwork, they can't have my money for the procedure(s). This is a red flag of a poorly-run practice, especially since nobody wants to take responsibility for what happened.

Don't expect an apology. Don't go back.

[Anonymous]

I would be fuming too OP and so sorry you had to go through that stress in addition to your diagnosis. Sad to say, they sound incompetent. I wouldn’t expect an apology— you would just be setting yourself up for disappointment, I’m afraid.
Does your oncologist have any other infusion centers or is this the only one? I wouldn’t want to do anything that would delay treatment , so would probably stick with them.

[Anonymous]

PP above here again. I’ve had problems with doctors offices at times and one time contacted the practice manager to discuss my concern. I later regretted doing that because everything was blown out of proportion and I think I was labelled as a “difficult patient”. It wasn’t worth it IMO. Try to “go along to get along” is now my motto.

How were things left at the office? Did they say they were going to follow up with the insurance company?

[Anonymous]

The insurance co said “nothing pending”. Does that mean they don’t know you are a patient? The office should have an office manager and I would start with her. I am sorry for this mess.

[Anonymous]

That's tough when you are already facing cancer. Yes, I would be mad too. The bureaucracy of American medicine is famous for this type of situation. You can get mad but I don't know what that's going to accomplish.

I would wish for an apology but I would be shocked if one was forthcoming. Don't turn this into a "John Q" situation - https://www.imdb.com/title/tt0251160
My family's experience is that insurance fubars cancelling procedures is not unusual.
As said before, you might want to look for another doctor.

[Anonymous]

I would not expect an apology from the physician. A lot of this is probably out of their control.

I would, however, leave that practice and go somewhere else if possible

[Anonymous]

I would be mad but re: physician they probably have no idea so don’t waste time being mad about not getting an apology from them (however not a bad idea to tell them, and at that point they should certainly express regret for yo ur inconvenience.)

[Anonymous]

I never stand on ceremony about getting an apology. I only want one if the person wants to give me one, never because I'm demanding it. Then it's not heartfelt.

[Anonymous]

I'd be extremely upset. I'm upset just reading your post!! They need to contact insurance and verify in advance, not the afternoon before. They are disorganized and it's not okay to do this to anyone, and especially not for chemo.

[Anonymous]

I’m sorry OP. If you basically are happy with your doctor and treatment plan, now is not the time to switch. Only you can answer that. Wishing you the best.

[Anonymous]

I would be angry with your insurance company, not the doc. I would follow up with the practice manager at the docs office asking what exactly the problem/hold up was. Then let loose on your insurance company - and the insurance commissioner of your state

[Anonymous]

I am a former cancer patient and in my experience, this is unfortunately not uncommon. My sense it is really the insurance company that makes things difficult. I’m sorry that this happened to you and it makes a stressful situation more stressful, but I assume that you will have several rounds of this chemo course, so once things are in place, it will go smoothly. But starting a new med, particularly of something newer where there may be an older alternative, can be bumpy with the hoops the insurance puts the oncology office through.

I would expect a full explanation once it’s resolved. It sounds like the oncology practice’s fault, but in my experience, it was always the insurance company’s fault and the person you might get when calling the customer service number doesn’t know what’s happening in more complex situations like this.

[Anonymous]

I'm sorry, OP. This happens regularly. My friend with lung cancer and a supposedly great insurance has had problems after problems.

My father is in France and while insurance is not a problem, space is. He has a serious autoimmune disease that needs stabilization, and he was scheduled for hospitalization on Tuesday. Tuesday morning they call him to cancel because the hospital is full and doesn't have a room for him. Wednesday morning the ambulance picks him up at 8am from his home. At 3pm, my mother visits the hospital and finds him still in his wheelchair waiting for a bloody room.

During his last hospitalization, his room was freezing because the window was broken and could not close. That wing of the hospital was built in 1684. You read that right. 17th century.

I'm not sure where you can go for medical care that is actually up to modern protocols and unencumbered by ancillary problems such as availability of care, insurance, cost, etc. It's so frustrating because our medical competency as a species is spectacular. Why can't we profit from it smoothly and easily?

[Anonymous]

Checking on OP— were you able to schedule your treatment?