Handle Me with Care

For every example of great customer service you will probably find 5 more examples of poor customer service. I would like to just skip over those and focus on the best examples. But there is something to be learned from mistakes, so I will share today’s story of how the Care was taken out of Service.

When we moved to town a year and a half ago, I did not have a doctor nor any medical insurance. I came down with strep throat, and looked for an urgent care clinic to be treated. I found a listing in the phone book that had the word “Care” listed as part of it’s name, and advertised themselves as “We Care at _______ Care.”

Because I had no insurance and went on a Saturday, I spent $130 at that visit. Some time later I began having headaches, and had my blood pressure checked for free by a very nice fireman. Who knew they did those kinds of things? He said it was high, and recommended that I see a doctor as soon as possible. Since they already had a chart on me, I went back to the nice “Care” place and spent another $70 to get some medication for the high blood pressure.

The medication didn’t work at first, so I had several repeat visits until the doctor found the right combination. He then advised me to find a primary care physician, as they were only there for urgent matters. I was employed, but it didn’t include a health insurance benefit, and the cost to buy it privately is exorbitant. So I coasted along, getting my medication at Walmart for $4.00 (and isn’t that a great customer service move? They know you will buy other things while you are there getting your prescriptions filled for $4.00).

I did need to see a doctor another time for what I thought was a heart attack but turned out to be an anxiety attack. I went to another Urgent Care center at that time. They did not change my medication, so I continued to get my medications that were prescribed by the first doctor.

Eventually prescriptions run out, and I realized that my blood pressure medication due date was approaching. If I had been pro-active and on top of things, I would have made an appointment to get it renewed before it ran out. But being human, I procrastinated, and in the meantime lost my source of income. So now I can’t afford the 60-120 dollars it would cost to see a doctor to get it refilled.

But luckily, there is a clinic in town that serves people without insurance. I now meet their financial guidelines. So I called, and was told to come in – next month! I called the pharmacist to explain I needed to get a 30 day supply of medication until that appointment. They agreed to call the prescribing doctor.

The pharmacy called back to report that the doctor had declined to renew it, saying I needed to see my primary doctor. Well, we went through that story a few paragraphs back. I called the clinic with the word “Care’ in it’s name and talked to a very nice nurse. I explained my situation.  She seemed to be understanding and said she would see what she could do.

When I checked with my pharmacy, they still had not received a refill from the doctor. I am keeping my fingers crossed that my blood pressure won’t skyrocket while I am waiting for the next doctor’s appointment. It is very easy to blame the customer when things go wrong. Yes, it was my responsibility to make sure I got it refilled in time, but who knew it was going to be such a hassle? Yes, I understand that doctors are very busy, and they probably don’t need extra business anyway; they have more than they can handle. But how do you think I will respond if anyone asks my opinion about local health care clinics?There is a song by the Traveling Wilbury’s called “Handle Me with Care” which states,

“Been beat up and battered round
Been sent up, and Ive been shot down
You’re the best thing that I’ve ever found
Handle me with care”

Click here to listen to this song on You-Tube

It’s the title of this post and the motto of anyone who needs help, whether it be medical, legal, financial, or just help returning a defective item. Handle us with care please.

Customers don’t care what you know until they know that you care.
Anon