I'm not a fan of our current healthcare system. I heard or read recently that a major problem is the disconnect between the provider and the customer. It is not a direct relationship where the customer shops around, finds the best value, and the provider must live up to a high quality of service. In fact, in my experience, many medical facilities treat customers almost as if they are a nuisance. I will insert here that I have had very few interactions with medical facilities and my opinions are based on these limited interactions.
But here are 2 recent experiences that I had-
1. I tore my ACL and was trying to decide between paying for all of the related medical expenses out of pocket and filing it with insurance. I know that sounds crazy and stupid, but I found very interesting results. As I 'shopped around' and looked for high quality service at and affordable price I worked with multiple facilities in order to get as an exact estimate on my cost as possible. As a self pay individual, I ended up at one the top medical facilities in town with a surgeon that had great references and experience. The total out of pocket for the surgery was roughly $8800. Add to this a couple of doctors visits and an MRI, we were talking about just under $10,000. Then physical therapy would start right after surgery. Now my brother-in-law is a PT that works about 1 hour from where I live. While it would have been inconvenient, I could have worked with him in order to save the $80-100 per session PT.
This was of course a lot of money, and I had a health insurance plan with a $1500 deductible that I could use instead. So my total out of pocket through insurance (which I needed to do) was just $1500 but I have now seen most of the bills go through my insurance. The visits, x-rays, surgery and follow up visits have well exceeded $30,000 paid by my insurance! Over $20,000 more than my negotiated self pay! And I am doing PT with a local provider that is also covered by insurance. No idea the exact cost yet.
2. My most recent follow up visit to the doctor was another frustrating experience. I personally like my doctor, but by the time I ever get to see him, I am so annoyed I can't stand talking to him! Here's how the visit went.
Arrive 15 minutes early to check in. There are literally 4 people in the waiting room, I'm thinking this could be a very quick visit. I'm only hear for a quick check because my surgery was 5 weeks prior.
The waiting room begins to fill in the next 15 minutes with patients arriving. That's okay, I'm coming up on my appt time and I was here first, obviously my appt is first.
There's the nurse for my doctor, I've seen her multiple times before. She'll be calling my name now, we are 5 minutes past my appt time now. What? That guy? He came in after me?
About 15 minutes past my appt time I'm finally called back to see the doctor. YES! Just follow the nurse down the hall and to the room, wait, not the room? Another chair in the hallway for waiting? Is this a game, are you trying to trick me into thinking I'm making progress?
15 minutes later, I'm annoyed. The nurse calls my name again and walks my 10 feet into one of the individual rooms. YES! Finally! "We'll take you for your x-rays in just a moment sir. WHAT!!! If I needed an xray, why didn't I go straight to the xray? Now I'm sitting in the 3rd chair of the day, still waiting.
10 minutes later, I'm really not happy. Another gentleman I've seen before arrives, his sole purpose seems to be walking people from the small rooms to the xray room, it might be 30 feet maximum from any room in the place. I sigh and at least try to be happy the xray is happening. As we turn the corner, I'm told to sit in another hallway waiting room chair!!
5 minutes later, I hate this place. I finally get in to get xrays, this takes all of 2 minutes. I am escorted back to my small room. Another chair.
I don't know how long I waited, but I was on the verge of leaving. I had things to do and had not planned on such a long visit. Why can't they be more effective with their scheduling?
The doctor finally comes in and we spend about 4-5 minutes together. I am fine. Everything is great. I can go now. He's a great guy and wants to joke around with me. IF there had been about 3 less chairs, maybe I could. But I just can't do it. Your office provides terrible customer service. I wasn't fooled! I wasn't really making progress, I was just wearing out as many chairs as possible so that you can charge me more so that you can buy more chairs.
Chairs.
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