Life After Beau

These are just a few things I've written. In this emotionally chaotic time, it helps to organize my thoughts.
Thank you for sharing this life with me.

Thursday, July 15, 2010

Conversation with Kaiser Permanente

The most recent.

Today, after reaching an actual person, I said calmly to the unfortunate woman in the records department, "Yes, hello, my name is Sarah Caston, here's my ID number, and I recently discontinued my Kaiser policy. I've been calling, to try and get my medical records sent from Kaiser to my current doctor's office. I first called on June 25th, and my doctor's office hasn't received them yet?"

Her response: "Hold please".................[four minutes and twenty seven seconds later]..........."Yes, ma'am, I do see that we received your request for your records to be sent. That takes 5 to 10 business days, and then we had the holiday."

My response (not so calmly, and very clearly): "Well, it's been MORE than 5 to 10 business days. I requested they be sent by fax, on June 25th. Since then, I have rescheduled my doctor's appointment THREE TIMES, because my records STILL haven't been sent. The first time I called, I was told they would be sent that day. The second time I called, I was told it would take 5 business days. The third time I called, I was told it would take 10 business days. And now this is the FOURTH time I'm calling, and the excuse is that there was a HOLIDAY. They NEED to be sent TODAY, because my doctor's appointment is TOMORROW, and I don't want to have to reschedule a FOURTH TIME."

Her response: "I understand, ma'am. Are there a lot of records being sent?"

My response: "Yes, there are 'A Lot Of Records'. They are my records from the past year, in which I suffered a stillbirth. And my son's autopsy report - THAT NEEDS TO BE SENT TOO."

Her response: "Oh, ok. Let me check with the clerk. May I put you on hold?"

My response: "No, you may not. Here is my work number, and the best way to reach me today, and also my cell phone number. Call me when they are sent."

I mean, I totally get it that things can take a long time. I work for the State of Colorado, the gub'ment, and therefore I can understand. I have been patient.

But seriously Kaiser, I'm trying to break up with you, but you're just making this harder for the both of us! :-P


  1. breakups are NEVER easy, especially when the other party doesn't want to let you go....they just keep making excuses, just a few days, etc...etc...I think they were trying to get to you keep calling, they missed your voice.... question is, did they call when they sent them???????

  2. Kaiser, listen, this just isn't working...I've started seeing someone else, and it's time you accepted that.

    Yes, they called. BUT, my current doctor told me her office had to call Kaiser THREE times to get my entire records. (yes, running total of seven phone calls for one stupid fax) Apparently they didn't send everything...had to keep calling to tell them to send this too, and that too, etc...
    It's pretty bad when my doctor is venting to me about her own frustrations.