(I have a cocker spaniel with a lot of allergies and a skin condition that makes her very itchy. Her regular vet prescribes allergy shots for her. A few times we don’t get to see him but a newly-graduated vet who is working there temporarily. All she does every appointment is to try to refer us to specialists. She does this so much that we are starting to think she is getting kickbacks from them. One time, we get her when we are there for my dog’s allergy shot.)

Vet: “She’s just itchy because she has fleas.”

Mom & Me: “No, she doesn’t.”

Me: “I just checked her this morning. No fleas. And she’s had a bath.”

Vet: *rolling her eyes* “It’s just fleas. She doesn’t need an allergy shot.”

Mom: “Dr. [Regular Vet] prescribed them. We want her allergy shot.”

(We watch as a flea crawling on the vet herself jumps from her to my dog. The vet only sees the flea now.)

Vet: “I told you she had fleas!”

Mom: “We saw that flea crawling on you! Now, we want her allergy shot.”

(The vet continued to argue and tried once again to send us to a specialist, but we finally got the shot, only after a lot of huffing. Mom complained to the regular vet as soon as he was free and told him how this one was always trying to send us to specialists. He seemed rather angry with her when he heard this. We never saw her there again.)

(I have medications being filled on a 30-day supply. My insurance company requires me to call every month and verify that I do need the medicine and that my health panel — age, weight, allergies, etc. — is up to date. I made my call earlier this month, letting them know that I would be on vacation when the medications were scheduled to be delivered and asked if they would deliver without requiring a signature. The representative said it was fine and told me that my medicine would arrive while I was gone. I asked my sister to check on the house while I was gone, specifically mentioning the delivery and the rough timeline I was given. When I come home, she tells me that there have been no deliveries. I call my insurance company again.)

Representative #1: “[Insurance], this is [Rep #1] speaking. Can I have your name and policy number, please?”

Me: “Hi, my name is [My Name]; my policy number is [number].”

Representative #1: “Okay, I have your account here. How can I help you?”

Me: “I was supposed to have some medicine delivered, but nothing has arrived.”

Representative #1: “Okay, I see here that we attempted to deliver on [date] but there was no one home to sign.”

Me: “I was told I could opt out of the signature because I was out of town.”

Representative #1: “No.”

Me: “…”

Representative #1: “…”

Me: “Can I get a new delivery scheduled?”

Representative #1: “I can add you on today’s shipment and overnight the medication to you at no additional cost.”

Me: “That’s great!”

Representative #1: “Okay, I just have to verify your info.” *we go through the same questions I answer every month* “Everything looks good. This will go out today for delivery tomorrow, with a signature required.”

Me: “Thank you!”

(The next day, I’m home all day and nothing comes. Since our package deliveries can come as late as nine pm, I’m stuck waiting all day before I can call back. The day after my delivery was to arrive, I call again. I get a different representative.)

Representative #2: “[Insurance], this is [Rep #2] speaking. Name and policy number?”

Me: “[My Name], [policy number].”

Representative #2: “Thank you, [My Name]. How can I help you?”

Me: “I spoke with [Representative #1] two days ago and was told I would have my medications delivered yesterday but nothing came.”

Representative #2: “Oh, I’m sorry about that. I see here that you tried to order [medication] on [date before vacation] and we tried to deliver but there was no one to sign.”

Me: “Yes. And I called again and was told it would be here yesterday.”

Representative #2: “I’m not showing anything like that but we can ship– Oh, wait. There’s a hold on your account for unpaid copays.”

Me: “Unpaid copays? I’ve never received a bill.”

Representative #2: “You should have received… two.”

Me: “I don’t think I did. Why was I not told of this hold when I called two days ago?”

(I open my online account to see past bills. There is nothing.)

Representative #2: “I’m not sure, ma’am. I only see a bill for $243 that needs to be paid.”

Me: “I’m confused. I’ve met my out of pocket deductibles. What is the bill for?”

Representative #2: “One moment, I can look that up for you.” *hold music* “I’m sorry, ma’am, I’m having trouble finding the specific bill.”

Me: “…”

Representative #2: “…”

Me: “So… what now?”

Representative #2: “If you want to pay in full, I can have your order shipped as early as tomorrow.”

Me: “Um… I don’t even know why I’m paying.”

Representative #2: “They’re unpaid copays.”

Me: “I’m looking at my online account and there’s nothing like that. How do I suddenly owe that much money?”

Representative #2: “Oh. Um. Hold, please.” *hold music* “Thank you for holding, ma’am. My supervisor is looking into this further. Unfortunately, we cannot authorize your medications until you pay your balance. I can take your credit card info—“

Me: “I’m not paying anything until I have an itemized bill.”

Representative #2: *huffs* “Hold.” *hold music* “Okay, ma’am, I’ve talked with my supervisor. Your balance is $243. Will that be card or check?”

Me: “That will be nothing until you tell me why I’m paying.”

Representative #2: *huffs again* “Ma’am. I am trying to work with you here. You owe copays. We cannot fill your prescriptions until you pay in full.”

Me: “And I will happily pay as soon as someone can tell me why I’m paying. I’m looking at my history right now. Not only is there nothing with a copay for the past six months, but all other bills are marked as paid.”

Representative #2: *clearly annoyed* “Would you like to speak to my supervisor, ma’am?”

Me: “Yes, I would.”

(Hold music.)

Supervisor: “Hello, [My Name]? I’m told you would like to speak to a supervisor. I’m [Supervisor].”

Me: “Yes, thank you. I called almost two weeks ago to have meds delivered. There was a miscommunication and they were not delivered. I called two days ago to have the same meds delivered as of yesterday, but they weren’t. I called today and found that I owe money and [Insurance Company] is withholding my medications until I pay. Nothing in my records shows any unpaid copay, so please tell me what is going on here.”

Supervisor: “I apologize for the inconvenience. Please be patient with me while I look into this further. Can I put you on hold?”

Me: *thinly veiled annoyance* “Yes.”

Supervisor: “Thank you.” *hold music* “Hmm. Ma’am, I apologize. I see the bill, but I’m not finding anything that it could be linked to. Unfortunately, I cannot authorize your prescription to be refilled until this bill is paid.”

Me: “Let me get this straight: your records show that I owe money. Yes?”

Supervisor: “Yes.”

Me: “You will not send my medication until I pay this bill. Correct?”

Supervisor: *uneasy* “Correct…”

Me: “But when I ask why you want me to pay, no one can tell me why. Am I wrong?”

Supervisor: “No, ma’am, you are not wrong.”

Me: “Can you see why I’m annoyed?”

Supervisor: “Yes. Please let me put you on hold one last time.”

Me: “No.”

Supervisor: “Ma’am?”

Me: “I will not be put on hold again. This phone call is already over an hour long. If you cannot tell me why I owe this money, I can only assume it’s a mistake on your end and I’m being billed for someone else’s medication or—“

Supervisor: “We are very thorough in our billing process and—“

Me: “—OR someone is committing insurance fraud and I’ll have to hire a lawyer to get this resolved.”

Supervisor: *panicked* “Um. No, no, that won’t be necessary.” *clicking keyboard* “I will see to it that your medication is shipped out today and I will put an override on the unpaid bill. I will continue to research this and get back to you as soon as I know what is going on. Is your number [phone number]?”

Me: “Yes, it is. Thank you.”

Supervisor: “Thank you, ma’am. Enjoy the rest of your day.”

(My medication was delivered the next day and yes, I signed for it. It’s been two weeks and I still haven’t heard anything about my mystery bill. I guess I’ll have to wait and see what happens when I call for my next refill!)

(One of our patients is a very stubborn gentleman who has broken his hip. He thinks he can get out of bed without help, but he can’t. We instruct him to use his call light but he continues to get out of bed alone. We’re worried he’s going to fall, so we put him on a bed alarm which will automatically alert us if he tries to get up. However, when visiting hours start, it turns out we don’t need it after all…)

Patient’s Wife: “DON’T YOU EVEN THINK OF GETTING OUT OF BED BY YOURSELF! I’VE TOLD YOU A MILLION TIMES, YOU HAVE TO CALL THE GIRLS IF YOU WANT TO GET OUT OF BED!”

(Cue the nurse and I hustling over to his room to respond to the verbal bed alarm.)

(A woman comes in with her sick cat.)

Woman: “I don’t know what happened. She was very healthy when I adopted her.”

Me: “Did she eat something she shouldn’t have?”

Woman: “I am very careful about what ends up in her tummy. I make sure she gets only the best vegetarian meals.”

Me: “Excuse me, vegetarian?”

Woman: “Oh yes, I cannot stand meat consumption.”

Me: “Ma’am, cats are strictly carnivorous. Did your cat say she was okay with converting to your lifestyle?”

Woman: “Of course not, animals can’t consent… Oh…”

(I’m still getting headaches when I try to understand why that woman had to be told what I told her. The cat was held at the animal hospital until it was in good health and ready to be adopted. The woman agreed the cat was better with someone else. I’m vegetarian myself, but I would never feed my snake vegetables. Piece of advice guys: if you are vegetarian or vegan and won’t even feed meat to your pet, please get a herbivorous pet.)

This story is part of our Vegan Roundup!

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Read the Vegan Roundup!

My parents came to visit me in Japan. On the second day of us all being together, we were walking through the hotel garden and my mom hurt her foot. She iced it as soon as we got back to our room, but an hour later she couldn’t put any weight on it. The hotel we were staying at organized a taxi for us to a local hospital that had an ER open at midnight. We got there and the doc and nurse that cared for my mom spoke English. It was midnight and they had English-speaking staff on duty!

When they wheeled my mom into the ER from the waiting room, she had an anxiety attack, so back to the empty waiting room we went for the rest of her care. In the end, she had broken her foot — her big toe really. There was nothing that could be done for that but for her to stay off it.

Yeah, right. Day two of a two-week vacation in Japan? Ha! We rented crutches for the next two weeks and borrowed the hotel wheelchairs wherever we stayed.

After getting back to the hotel, the staff there were able to organize a rental wheelchair for us for our week in Kyoto.

Before Kyoto was Hiroshima. Our hotel was basically connected to the train station by a long walkway. Dad contacted the hotel, and two employees met us at the ticket gates with a luggage trolley and a wheelchair. At the end of our stay, one pushed Mom to the station as Dad and I had the luggage. Dad used the wheelchair to get Mom up to the shinkansen waiting room and returned the empty chair to the hotel staff member.

In Kyoto, the rental company delivered the wheelchair to the door of our B&B and collected it from Kyoto station, after we wheeled Mom up to the shinkansen platform.

After returning to Tokyo from Kyoto, Mom made her way to a waiting room. I went from ticket gate to ticket gate to get a wheelchair to get her from the shinkansen waiting room to the local train line. The employee wheeled her from the waiting line to the ticket transfer gate where two local line employees met us. One pushed Mom and the other lead the way, breaking traffic. It was over 700m to get to our train and Mom would never have made it on her crutches.

At the train, Mom was asked to sit on the train seat and the ladies took the wheelchair. At our exit, another employee was there with a wheelchair. She took us to the Tokyo Monorail line where we had another employee and chair. He got Mom onto the monorail where yet again there was an employee waiting with a chair for Mom.

Japan is nowhere near as wheelchair friendly as the US. People here have smaller personal bubbles and got too close to my mom for her comfort, but the level of care my mom got from train and hotel employees was amazing.

This story is part of our Japan roundup!

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Read the Japan roundup!