I went in to KAPA about a month ago to apply for help with medical services. The lobby was sparse and very formal -- no magazines, nothing to soften it up or make a patient feel welcome. I dreaded talking to someone, but I'm broke, so I did anyway.\r
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While I was waiting a woman in an office visible from the waiting room called down the hall to someone else, telling them that another client who'd been denied coverage was calling every number in the clinic, trying to talk to someone. I was surprised she said it where I could hear, instead of doing so privately -- but worse, she said the client's name, thus breaching her privacy and (I believe) breaking the law.\r
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The woman I wound up talking to was polite but very formal -- fine, I guess that's just how they are. I'd think it would make sense to put some effort into making people feel comfortable, but that's their choice, as long as they're helping people.\r
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Well, I have to wonder if they are. I was assured that I'd hear back within 48 hours. After three days without hearing anything I called back, and left a message. The woman I'd originally spoken to returned my call within an hour to clarify something on my application -- I am glad that she called, but I wonder if she'd have bothered if I hadn't called first.\r
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Another week, and I called again. I was reassured that my application was on the desk of the person who made the decisions, and that she'd get to it as quickly as she could.\r
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It's been over a month now, and I haven't heard a thing. I've given up calling back, and frankly I have to wonder, given my experience and what I overheard, if they actually help anyone. I'm very unimpressed, and I recommend that those with money to donate go elsewhere.
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