Several years ago a girlfriend was employed by a large local hospital. Each night after coming home from work, she would often be depressed and upset to the point of tears. Considering her mood and her employer, some might have guessed that she worked in the emergency unit or treated the terminally ill, but the work that she performed was receiving payments from customers.
On a daily basis, customers would phone to complain that while they had made payment on their bill or paid their bill in full, they continued to receive past due notices and threats of legal action from the billing department. After checking the computer data, girlfriend would attempt to calm and reassure the customers that the payment was in the system and that they should ignore the notices.
According to her, there was a system in place that purposely separated the departments of billing and receiving. Not only were the two departments on separate floors, but management from both billing and receiving would continually prod animosity between the employees from the two departments. Most customer calls that she received were not direct calls, but rather redirected in-house calls via the billing department, a passing of the buck which gave the customers an extended runaround. Instead of redirecting the calls back to billing, girlfriend would call the billing department to notify them of the overcharge. Not only was the experience frustrating for her, but she could feel the frustration in the voices of the customers. It was her guess that approximately a third of those that were overcharged actually paid the over-billing. In the end, the over-billing practices were a profitable venture.
It’s not my intention of this post to single out hospitals. Unsavory billing practices have been found at banks, electrical, cable, insurance and telephone companies, credit card businesses, grocery chains, and other industries as well. The truth is, these businesses want all the money, and they have shown that they are more than willing to do whatever it takes to get it. The bottom line is the bottom line.
Although an occasional business is exposed for such practices, and every now and then a business will be fined, we in the west have a high tolerance for such things. We shake our heads in disgust at those who intentionally try to rip us off, but in the end we seem to throw our hands in the air and accept that such is the way things are.
In recent years we have seen an expansion of western business going abroad. In many cases these same companies that are going abroad are the same businesses which practice unsavory methods here at home. While we here in the west have grown to accept that such business practices occur, we have made some attempt at developing laws and guidelines to keep such businesses in line. Unfortunately, in many areas of the world such rules are not in place and the individual is at the mercy of these businesses.
While certain politicians from the west speak about a push for freedom around the world, for many this brand of freedom is nothing more than a code for further expansion of western business. Listen to citizens from around the globe and oftentimes they express their harshest feelings towards the western businesses that have openly stolen from them and continue to destroy their cultures with the consent and backing of western governments. While we in the west have learned to accept unsavory business practices as the way things are, for others in far off places, such methods of exploitation are attacks upon their dignity and everything they hold most dear.