MY VIEW
AAA service beats a trip to the doctor
The AAA serviceman had barely made it out of the driveway before the phone rang. It was a customer service representative calling to ask some questions regarding how I felt about AAA’s service. I was more than happy to let him know that it was a very positive experience from beginning to end. “In fact,” I added, “I wish my doctor visits would proceed as smoothly.”
I know what you are thinking. How can I possibly compare the service of an automobile technician with a licensed medical specialist? I can’t. Nor can I compare their fees! At any rate, since both the car and I happened to need attention on the very same day, I can’t help but note the differences.
Diagnosis: Flat tire, due to an intrusive nail.
Treatment: I called AAA and the person who answered immediately asked me if everyone was OK. I was touched by her concern. She quickly took the information and dispatched a repairman within 20 minutes. The gentleman who arrived had an easy smile and an engaging manner.
As he removed, checked and replaced the tire, he patiently answered my questions and pointed out the problem. He even answered questions not directly related to the problem at hand. Within 15 minutes, everything was all set and he was on his way after shaking hands and wishing us a better remainder of the day.
Diagnosis: Painful arm and shoulder.
Treatment: A visit to the doctor — although I may have to change the terminology because who really gets to see a doctor anymore? The person who takes my temperature and blood pressure neither smiles nor makes eye contact. Within five minutes of entering the room, the physician’s assistant or nurse practitioner sends me for an X-ray, noting that I probably need an MRI but health insurance is unlikely to cover it unless you first have an X-ray. I make out a check for the co-pay and am given another appointment two days later as a follow-up.
When I return, another person — just as personable as the first — takes my temperature and blood pressure. I mention that each of these procedures was done 48 hours ago, but she is not deterred. When the doctor, I mean the PA, comes in, I am told that the X-ray is inconclusive and I should go to an orthopedic specialist. Couldn’t someone have told me this over the phone? I could have saved on gas and yet another co-pay.
Before I leave, I am informed that the office is patiently waiting to hear from my insurance company regarding permission for the MRI. Since I am not a patient, I phone the company myself to inquire. I am told that it will take 48 hours for the decision to be made. Naturally, I have to ask how the company arrives at the decision. Well, evidently it has other doctors look at the first X-ray to determine whether they think my doctor should have requested the next X-ray.
So does that mean the insurance company’s doctors are better trained than my own doctor? (Maybe I should ask them for a referral.) Sensing my incredulity, the health insurance rep is quick to point out that MRIs are far more expensive than more common X-rays. But wouldn’t we be saving quite a bit of money just by eliminating the X-ray that the doctor is fairly sure will yield no useful results right from the beginning?
Conclusion: The tire is as good as new. My arm still hurts.
