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Medical Insurance Mayhem: One Woman's Struggle for Information

Author

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  • Rachael Bish

    (University of Waikato, New Zealand)

Abstract

A customer makes an appointment to see her local General Practitioner (GP) regarding the likelihood of a hereditary illness. As part of this process, the customer is required to return the following day for a blood test and then on a third occasion for a scan. After not hearing back from anyone regarding the results of the blood test, the customer is spoken to rudely by a nurse when she attempts to find out the results days later. The customer was advised by the clinic that carried out the scan that the full cost will be covered by her health insurance policy, only to find out after the scan took place that it is not. How should the clinic have handled this situation in terms of the information provided to the customer? How will this experience with the medical staff affect the relationship the customer has with her local health provider?

Suggested Citation

  • Rachael Bish, 2017. "Medical Insurance Mayhem: One Woman's Struggle for Information," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 219-225, December.
    • Handle: RePEc:ijb:journl:v:16:y:2017:i:2:p:219-225
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    References listed on IDEAS

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    1. Bruce D. Weinberg & Paul D. Berger & Richard C. Hanna, 2004. "A Diagnostic Tool for Assessing the Relative Importance of Information in Impression Formation: Application in Order Effects," Marketing Letters, Springer, vol. 15(2_3), pages 113-128, July.
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