Communication is key to customer satisfaction

When making an appointment at the practice, I forwarded my medical aid details. When I arrived for my appointment, I confirmed my medical aid details and gave through my pre-authorisation number. At NO stage was I informed that the practice was contracted out of my medical aid. When I received an account, I requested that the practice claim directly from my medical aid. I received a very unpleasant email telling me that my medical aid had cancelled their contract and dealing with the medical aid was not their problem. The whole experience, and unpleasant emails could have been avoided, if the practice informed me when I gave my medical aid details, that they were no longer contracted-in to the medical aid. The lack of communication and maturity from the practice was appalling.