Dear Kaiser Permanente:
I’m going to have to ask you to GET YOUR ACT TOGETHER.
It does not appear to me that you are doing what you need to do to ensure all records are accurate and in one place.
I submit as evidence Exhibit A:
That letter is not the problem (except that you did say you would CALL me, not send a letter).
The problem is this: I received that missive on the same day I received Exhibit B:
So how did I get the results of a mammogram that you think I didn’t schedule?
I also submit Exhibit C, a voicemail from one of your people:
Great customer service, no? No. This was a message for Eddie — one of four messages, two in one day — about his knee surgery. It was left on my phone, despite the fact that I have given you Eddie’s number at least a dozen times.
So, I’m left thinking you have filled your offices with ineptitude.
Please reevaluate your procedures and paper trail.
Thanks,
Beth
Observe and report 
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