We accepted a Frosted Funding case for a client of Antelope Valley Animal Hospital who is experiencing financial hardship to help her cover the removal of a bladder stone. We called this hospital to pay for the surgery and the receptionist stated that they do not accept credit cards over the phone. I asked for a link to pay online, and she said they do not do that either. They explained that you must pay for care at the front desk in order for them to accept payment because they are "old school." I explained that our organization is in San Diego, and like most organizations that fund care, need to pay the hospital directly.
The receptionist said that this has been their policy "for years" almost braggadociously. I explained to her that her client would not be able to afford surgery without this payment, and that I was sure the doctor who owned the hospital would want this money for his services. Surely a receptionist who felt she was valiantly upholding a long withstanding hospital policy was not seeing the business end of this or the perspective of the client. I asked to speak directly to the Hospital Manager or doctor. She put me on hold and said she asked the doctor who owns the practice, and that they would not find a way to accept this payment.
Just in case they were really not understanding what I was saying, I emphasized one last time, "You understand that you are declining a payment method for this procedure from our organization that your client does not have? This means you will not get the money..." The receptionist exclaimed, "I guess not!"
Mmmmkay. I fear for the position that this hospital is putting their client in when she picks up her dog from surgery and cannot cover the cost of surgery. ~Kelly
animal hospital
emergency veterinarian service