Scripps Clinic Liberty Station complaints

I called Scripps to inquire about seeing a doctor for a throat infection, and with questions about insurance coverage that is confusing and upsetting me very much. I spoke with a Scripps representative who was pretty helpful and polite up to a certain point. No money changed hands. She was explaining to me that they would not take my insurance because it's a form of Medi-Cal, which I understand. But then she told me to look up a "Community Clinic" (or "community clinic" and yes it's a big distinction whether that's a capital C or lowercase c). I tried to ask her whether "Community Clinic" / "community clinic" is a description of a type of clinic or the actual name of a brand/company/franchise. For example, I had just finished hours of frustrating phone calls between my insurance provider and another clinic over the issue of whether my insurance covered "Urgent Care" clinics (operated by the company named Urgent Care) or "urgent care clinics" (which is a generic name for clinics that offer urgent health services). She lost her patience at that, and just continually interrupted me while I tried to ask for clarity. I got so upset I begged and pleaded for her to just stop interrupting and let me ask this one question. It was an awful experience and a terrible way to speak to someone who is sick and looking for a doctor. Finally when she listened she could answer that it's like the word "pharmacy" in "CVS pharmacy." That totally clarified it, but then she hung up rudely Resolution Sought Please reach out to me with a basic acknowledgment that my feeling of hurt is legitimate. It's incredibly confusing, frustrating, isolating, and disempowering to be caught up in a healthcare crisis where you need help but all you get is finger pointing and blame between health insurers and clinics. And I'm constantly made to feel stupid when I just want a doctor. The question that I had for this Scripps customer service representative was warranted and reasonable. She made me feel awful

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I was not a patient. I think if you re-read the complaint the filed that might be more clear. I made a phone call to various medical centers in my vicinity to try to get information. The person I spoke with was very hostile, possibly because I was not yet a patient and seemingly not even eligible to become a patient based on insurance limitations. The issue here is not about how a staff member spoke to a “patient” but rather a member of the general public. Although your response indicates you will try to take some action by “rounding out” the staff I don’t really know what that means and I think what I really take away is that very little action will happen because no record of me as a patient could be found. You indicated there is no email address for me? I don’t know the best process to provide that using this Better Business Bureau complaint but I’m happy to follow up directly if you can let me know how.

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