Yesterday, I called Kaiser to refill a prescription. Last time, I realized last minute that I was going to need a refill while we were gone for Christmas. I called and talked to some nice guy. He said ‘no problem, it’ll be ready this afternoon’ and he ordered me more to arrive in the mail.

 

This time, I called and I said I just needed it by the end of the week. The woman said ‘oh no, I don’t know when it’ll be ready.’

 

Um, what kind of pharmacy is this?

 

This was after they asked me to enter my ID number, my social security number, my prescription number and then re-asked me for all the same information. Doesn’t everyone know those systems don’t save time and just make customers angry?

 

Then she said it was going to be $99. WHAT. No, no, I said, they fixed this problem back in December. It’s $10. She transferred me to a pharmacist. I waited another 10 minutes, had another go-around with the automated computer guy.

 

Then, the pharmacist said ‘oh, no, it’s $10. We fixed that for you back in December.’

 

 

See, the thing is, the reach-around I understand -- I had Blue Cross and I’ve been to so many shitty clinics and I’ve spent hours on the phone with debt collectors and insurance providers -- but, the crazy thing is, Kaiser is ONE network and yet your health care seems to change depending on who you get on the phone. I never had to go through the advice nurse before and I never have since. I have no idea what I did to make the automated computer man angry that one time.

 

Sometimes I just hang up and call back to see if my healthcare has changed. But I worry I’ll make the automated computer system angry.