I received an email from the contact that I had spoken to at one of the companies dictating my healthcare benefits. To summarize Part 1, I received a survey that had someone’s email, so I emailed them directly to tell them their company was more concerned with red tape than patient care. This eventually got their attention and they wanted to set up a phone chat to learn more, but unfortunately, it seems they didn’t learn.
I’ve edited emails only to remove the names of guilty parties:
[Email Title: Checking in!]
[September 04, 2020, 10:21:52 AM]
I’m checking in to see how your surgery went. My mom’s fourth day after her back surgery was when she was feeling okay enough to be bored with everything around her. I hope you’re recovering well and not as bored as my mom was!
Well, I provided an update, along with a request for assistance:
[September 04, 2020, 11:33:06 AM]
My surgery had some complications that I am working through. I’m trying to find another doctor other than Dr. — for my two-week follow-up appointment, however, [your company] has not responded to my message from over three hours ago. I am doubtful the message will be responded to today.
If there’s anything you can do to remind them to do their work, I would appreciate it.
As the day went on, I made more phone calls to more companies.
It was becoming clearer to me that this avenue would not work. I could not rely on this individual nor this individual’s company to provide even basic assistance in healthcare, which is funny because they are considered my primary healthcare company. I only found out that my secondary healthcare company, which deals more with insurance, can assist with healthcare – including finding doctors – is because when I called up my insurance company to file a complaint, they offered the name of another doctor during that call.
I added another reply three hours later.
[September 04, 2020, 2:31 PM]
I will not need assistance from [your company] at this time.
I reached out to [another company] for assistance with facilitating this healthcare need I mentioned earlier today and they were able to get me the assistance I needed.
This is another example where you must advocate for yourself.
As unfortunate as it might seem to say, no one in this world has your back except for yourself. Once you earn your trust through practicing self-confidence, you must assume that others aren’t actively maliciously working against you, but are certainly looking at doing as little as possible. If that’s not the world you see yourself living in, don’t worry; just act with the same intentionality, where I advocate doing as much as you can each day. It took me a 60-minute phone call, but I was able to get the information I needed and will be getting another doctor in a timely manner.
Here’s the tone-deaf response I received:
[September 04, 2020, 4:42 PM]
Thanks for the update. I’m glad that you’ve gotten your need met.
When I saw that email, I immediately replied with this:
[September 04, 2020, 5:12:07 PM]
It is good that [another company] helped, but it does seem unfortunate that I cannot rely on [your company] for any basic assistance.
I’ll skip to the email I received, which I will not reply to:
[September 05, 8:33 AM]
Thank you for your feedback. I hope that your new doctor is able to meet your needs.
There is only one reason now why I would need to use Naila’s company.
If I need any further surgery, getting a “second opinion” from one of their doctors is the only way to proceed. They will otherwise completely block my insurance company, as they did when it came to my spine surgery before, until I learned that I needed to start the process. This grand pain in the ass company is not in the business of providing healthcare to patients. This royal pain in the ass company is only concerned with minimizing costs, and if that means when I tell them that their service has suddenly decreased, they blame COVID-19 as though it’s a new development.
Let’s say I need to interact with this company again.
All interactions will be followed-up with interactions with the other company. I may even spam this person or other executives at this company to explain that I’ve had such horrible service in the past that it seems like doing this is the only way to have anyone work with me. I would much rather not have to deal with them at all. As I stated in Part 1, “I would rather quit my job and give up my healthcare than work with your company again. Your employees have consistently been bad actors acting in bad faith,” and it’s not like these emails did anything to make me feel more confident in them.
I’m sure that email was sent out as a well-intended PR move.
Let’s say I didn’t ask for her assistance at all. It would have just remained, and I doubt I would have even written this essay, but because I felt like it would be useful to ask for her help, only for her to not help, and the response to be the sort of classic response that upper management will give for any situation, well, it’s nice having evidence that shows that Bad Actors Acting In Bad Faith are more of the sort of people to approve the bad behavior of other bad actors than working to try to improve their systems. I suppose to keep a system operational in this corrupt healthcare system, it requires a certain number of bad actors that are able to communicate in ways that might deceive a majority of people. Who doesn’t appreciate a nice note a few days after surgery from someone you spoke to about your surgery?
I don’t appreciate receiving emails like this.
|Quotes: All emails cited in-line. The quote was from me, so whatever, I’m not citing it here.|
|Sources: My personal experiences.|
|Inspirations: I got these emails and figured it’d be worth writing about. I did the Part 2 thing without updating the original to say Part 1 because I didn’t know it’d be a Part 1, and also, I hate Part 1s without Part 2s in media.|
|Related: Sober Living essays and Tripping On [The American Healthcare System] chapters.|
|Written On: 2020 September 05 [7:42pm to 8:10pm]|
|Last Edited: 2020 September 05 [First draft; final draft for the Internet.]|