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    For whose convenience: The practice or the patient?

    View systems from perspective of patients for areas that actually inconvenience them

    Take-home message: Giving pause to so-called conveniences that are offered for the sake of the patient may reveal just the opposite.




    I do a fair amount of traveling, so I have become a frequent customer of the local transport facility that houses my truck offsite and shuttles me to the airport.

    About a year ago, they started taking online reservations to expedite the process, as well as reserve a space for your vehicle. You estimate the length of time you need to park and pre-pay the amount.

    Recently, my flight departure time returning to Minneapolis was pushed up 2 hours, so my arrival time to the parking ramp ended up being 2.5 hours early.

    As I was settling the final bill, I noticed I pre-paid $62.00 but the final bill totaled $57.00. I asked the attendant if my card would be refunded the difference.

    She smiled and stated: “No, we don’t do that. Your original reservation is what we base the total on, including a $3.00 fee for the ability to pre-book. Pre-booking is a convenience to ensure a space!”

    So I smiled back and said: “So I’m being overcharged because the airline made a change for my convenience and my truck had a place to be even if it was for a shorter than planned trip?!”.

    She returned my receipt, smiled, and said: ”That’s right.”

    I want stock in that company!

    How many people a day were overcharged ten cents, a quarter, or dollars because of no refunds?

    On a mission now, I began to watch all of the times inconvenient “things” were done for my convenience—the number was astounding.

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