mariness (![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
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accessibility_fail2009-10-23 10:26 am
mariness) wrote in accessibility_fail2009-10-23 10:26 am
Wheelchair update: a rant
So on Monday morning I contacted the sole "wheelchair supplier" authorized by Cigna and ordered a wheelchair, even though as it turns out they do not actually supply wheelchairs; they verify the claims/prescriptions for wheelchairs and then contract a supplier to send the actual wheelchair. I was informed that I would hear from them within 48 hours. I was pretty skeptical.
Understand something: I do not want this wheelchair. I have fought against the necessity of getting this wheelchair, and only finally agreed to get one after a particularly bad fall in September that made it even more difficult to walk for several days and where there was a question of potential knee surgery and after months of having close friends talk me through this. I hate the entire concept of being in a wheelchair. (I hope I'm not offending anyone; if I am, I'm really sorry, and I'm very aware that I have issues here that I need to work through.)
So we are talking about going through the process of something that I need but do not want. The second thing is that I'm lucky: I'm not rich but I do have cash on hand to buy an ultralight folding wheelchairs - not a top of the line model but one that would work. The third thing is that I'm not married and depend on several people to drive me around so one of those platforms for cars to carry a wheelchair is just not practical.
Anyway.
So yesterday morning I called to find out what was going on. The woman who answered said that she didn't know why this was taking longer than 48 hours but she would check and call me right back. Naturally, she didn't. I called again in the afternoon, to be told that my request was still being processed and I needed to understand that they were handling lots of other people besides me and it would take time. "How much time?" I asked. "I don't know." "Can you at least give me an estimate?" "I really don't know."
I explained to her that without the wheelchair I was FALLING and injuring myself. Her exact words:
"Well, that's fine, but we still have to go through the process."
No, it's NOT FINE. It's not at all fine.
So I called Cigna again. They tried to give me the same names that already hadn't worked, then agreed to call CareCentrix again to find out what the issue is. CareCentrix repeated, to me and to the Cigna rep that they had to go through the process, and then gave me the real news: it will take another two weeks to process my claim (something I feel Cigna, not CareCentrix, should be doing) and then since we will be working with a provider in Miami (!) another few days for that provider to come because they won't make a trip for just one person so it has to be scheduled with other people and then it will take at least another 30 days to deliver the wheelchair. In the meantime, if this was a problem for me, I should feel free to buy a standard wheelchair on my own and if there was a transport problem add a lift to the car. (See above! Lift=not practical! Ignoring the problem that I can't push a standard wheelchair on my own! And why do you need a lift for a regular wheelchair anyway? Aren't those for power wheelchairs or am I showing my ignorance here?)
To her credit, the Cigna rep choked right along with me. "30 more days?"
"That depends upon the delivery service they choose. It may take longer."
"Why didn't you tell me this WHEN I INITIALLY CALLED?"
"Well, we have a process. And we need to go through the process."
The Cigna rep apologized. Meanwhile, I'm torn between just cancelling the entire thing and buying one on my own versus waiting for this stupid process. Especially since I'm becoming grimly convinced that they will deny the request, even with medical documentation from my personal physician, the clinic that treated me after my fall, and the Mayo Clinic showing the necessity.
Unquestionably, though, once it becomes practical, I'll be buying the power wheelchair on my own.
Understand something: I do not want this wheelchair. I have fought against the necessity of getting this wheelchair, and only finally agreed to get one after a particularly bad fall in September that made it even more difficult to walk for several days and where there was a question of potential knee surgery and after months of having close friends talk me through this. I hate the entire concept of being in a wheelchair. (I hope I'm not offending anyone; if I am, I'm really sorry, and I'm very aware that I have issues here that I need to work through.)
So we are talking about going through the process of something that I need but do not want. The second thing is that I'm lucky: I'm not rich but I do have cash on hand to buy an ultralight folding wheelchairs - not a top of the line model but one that would work. The third thing is that I'm not married and depend on several people to drive me around so one of those platforms for cars to carry a wheelchair is just not practical.
Anyway.
So yesterday morning I called to find out what was going on. The woman who answered said that she didn't know why this was taking longer than 48 hours but she would check and call me right back. Naturally, she didn't. I called again in the afternoon, to be told that my request was still being processed and I needed to understand that they were handling lots of other people besides me and it would take time. "How much time?" I asked. "I don't know." "Can you at least give me an estimate?" "I really don't know."
I explained to her that without the wheelchair I was FALLING and injuring myself. Her exact words:
"Well, that's fine, but we still have to go through the process."
No, it's NOT FINE. It's not at all fine.
So I called Cigna again. They tried to give me the same names that already hadn't worked, then agreed to call CareCentrix again to find out what the issue is. CareCentrix repeated, to me and to the Cigna rep that they had to go through the process, and then gave me the real news: it will take another two weeks to process my claim (something I feel Cigna, not CareCentrix, should be doing) and then since we will be working with a provider in Miami (!) another few days for that provider to come because they won't make a trip for just one person so it has to be scheduled with other people and then it will take at least another 30 days to deliver the wheelchair. In the meantime, if this was a problem for me, I should feel free to buy a standard wheelchair on my own and if there was a transport problem add a lift to the car. (See above! Lift=not practical! Ignoring the problem that I can't push a standard wheelchair on my own! And why do you need a lift for a regular wheelchair anyway? Aren't those for power wheelchairs or am I showing my ignorance here?)
To her credit, the Cigna rep choked right along with me. "30 more days?"
"That depends upon the delivery service they choose. It may take longer."
"Why didn't you tell me this WHEN I INITIALLY CALLED?"
"Well, we have a process. And we need to go through the process."
The Cigna rep apologized. Meanwhile, I'm torn between just cancelling the entire thing and buying one on my own versus waiting for this stupid process. Especially since I'm becoming grimly convinced that they will deny the request, even with medical documentation from my personal physician, the clinic that treated me after my fall, and the Mayo Clinic showing the necessity.
Unquestionably, though, once it becomes practical, I'll be buying the power wheelchair on my own.