John Stossel Critiques Hospital’s Customer Service Amid Cancer Diagnosis

“… as a consumer reporter, I have to say, the hospital’s customer service stinks. Doctors keep me waiting for hours, and no one bothers to call or email to say, “I’m running late.” Few doctors give out their email address. Patients can’t communicate using modern technology. I get X-rays, EKG tests, echocardiograms, blood tests. Are all needed? I doubt it. But no one discusses that with me or mentions the cost. Why would they? The patient rarely pays directly. Government or insurance companies pay. I fill out long medical history forms by hand and, in the next office, do it again. Same wording: name, address, insurance, etc. I shouldn’t be surprised that hospitals are lousy at customer service. The Detroit Medical Center once bragged that it was one of America’s first hospitals to track medication with barcodes. Good! But wait — ordinary supermarkets did that decades before.