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#1
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FYI: Vet bills
I provide data and hardware maintenance on a computer network
at a vet clinic. There have been no software upgrades since 1998, so the staff should be completely familiar with their invoicing software. Three years ago, I stumbled across several remarkably large overcharges in a small and scattered group of invoices. In each case, a single line-item had been invoiced at a huge overcharge; generally $100+ above the standard price, sometimes more. The largest was a $450 charge for an item that should have been priced at $5. Every time, the client paid his bill in full -- apparently without complaint -- and probably found another vet. It was easy to discover how these errors had happened. Data entry is one line-item (service or inventory item) at a time: the operator enters an alphanumeric code defining the item and then the quantity sold. The program fills in a default standard price for the code and quantity and puts it in the next field, which the operator may type over to adjust. It was immediately clear that these big errors happened when the operator lost track of which field was being entered: I could reproduce the error every time by just getting out-of-sync with the program ... and not looking at the screen. The program has no protection against such errors, even to the point of silently ignoring non-numeric keystrokes into a price field. I told the folks at the clinic what I found, demonstrated exactly how it was happening, and gave them copies of the overcharged invoices I had discovered. They offered cash refunds to some clients, added credit to account balances on others. I wrote a program to audit all of the invoices generated within an input range of dates, found additional error of the same sort, and continue to report errors as I find them, although I seldom visit anymore. Most recent error: $270 charged for 7 Orbax tabs. Two observations: It is amazing that anybody can churn out invoices all day, every day and not develop some sense of what the bottom line ought to be. It is equally amazing that we who pay these bills just roll over and let this happen, seemingly without noticing. |
#2
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FYI: Vet bills
Roby wrote: Two observations: It is amazing that anybody can churn out invoices all day, every day and not develop some sense of what the bottom line ought to be. yep. It is equally amazing that we who pay these bills just roll over and let this happen, seemingly without noticing. Yep. Same thing at the grocery store. I was recently charged $8.70 for 11 heads of lettuce when I had purchased one. I caught it but the cashier did not. I wonder how many people pocket or throw away their receipt without even looking. I also once was charged twice for some vet meds in a similar fashion. I had to provide proof of prior payment to get it fixed. Overcharging is pretty common, IME -L. |
#3
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FYI: Vet bills
Roby wrote:
It was easy to discover how these errors had happened. Data entry is one line-item (service or inventory item) at a time: the operator enters an alphanumeric code defining the item and then the quantity sold. The program fills in a default standard price for the code and quantity and puts it in the next field, which the operator may type over to adjust. It was immediately clear that these big errors happened when the operator lost track of which field was being entered: I had a similar experience when I worked in a hardware store years ago. A customer paid by check and the cashier typed his account number into the amount field. The result showed change due in the amount of about $40k. The cashier never batted an eye, but started counting out twenties on her way to $40k. The manager and I stood by in disbelief. When the drawer was empty, she turned to the manager and said: "I need more twenties." |
#4
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FYI: Vet bills
Richard Evans wrote:
Roby wrote: It was easy to discover how these errors had happened. Data entry is one line-item (service or inventory item) at a time: the operator enters an alphanumeric code defining the item and then the quantity sold. The program fills in a default standard price for the code and quantity and puts it in the next field, which the operator may type over to adjust. It was immediately clear that these big errors happened when the operator lost track of which field was being entered: I had a similar experience when I worked in a hardware store years ago. A customer paid by check and the cashier typed his account number into the amount field. The result showed change due in the amount of about $40k. The cashier never batted an eye, but started counting out twenties on her way to $40k. The manager and I stood by in disbelief. When the drawer was empty, she turned to the manager and said: "I need more twenties." Would you email me the address of that hardware store? I'll share. Roby |
#5
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FYI: Vet bills
Roby wrote: It is amazing that anybody can churn out invoices all day, every day and not develop some sense of what the bottom line ought to be. It is equally amazing that we who pay these bills just roll over and let this happen, seemingly without noticing. I tried a more local vet a few years ago. I had to do mange treatment for my dog every 2 weeks for 3 months. The price went up and down based on the clerk. If it was the office manager, I was always charged more. In that case, I did question it a couple times and got the roundabout for a reply. Since I needed to finish the treatments, and I had to pay for the whole bottle of medication, I finished it out and then never went back. My regular vet has never overcharged me. I do check the bill everytime, but I have always had some idea of what things will cost. Meds will vary, but I always have an estimate in my head when I go in, and I make sure I have more than that in my bank account. Once, when I knew I needed a bunch of tests, I stopped at the bank on the way and got a quick advance loan to add $350 to my bank account. That way, I could make decisions based on what my cat needed, and not on my bank account balance. I have had some pleasant surprises. My vet charges a lower fee for rechecks, so when Kira was sick, each return trip had the lower checkup fee. And the cbc panel was only $38, so I was surprised when the first bill with that was so low since the full panel was $117. I did ask about teeth cleaning costs as I knew it would be more, and I wanted to make sure I was prepared. They said $160 for a normal treatment. Up to $400 if she needed teeth pulled. If it is something like that that I am unfamiliar with, I do ask. |
#6
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FYI: Vet bills
Roby wrote:
I had a similar experience when I worked in a hardware store years ago. A customer paid by check and the cashier typed his account number into the amount field. The result showed change due in the amount of about $40k. The cashier never batted an eye, but started counting out twenties on her way to $40k. The manager and I stood by in disbelief. When the drawer was empty, she turned to the manager and said: "I need more twenties." Would you email me the address of that hardware store? I'll share. They have since gone out of business. |
#7
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FYI: Vet bills
In article , roby@no-
address.net says... I provide data and hardware maintenance on a computer network at a vet clinic. There have been no software upgrades since 1998, so the staff should be completely familiar with their invoicing software. A few years back I used to sell, install and set up point of sale systems which is what many vets use these days. When we'd install we'd be sure to show end users how to maintain items, pricing and inventory in the system. It was a bear to set up but once you'd set it up, it would export to your general ledger with no problems. But you're right - many places just don't maintain data. |
#8
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FYI: Vet bills
but sometimes it's just expensive period. I was at the vet for 30 minutes
last week - it cost $260. I checked my itemized list of expenses and talked to the vet. lone behold the couple tests they ran cost $75 plus the ultrasound and basic cost of the visit. what are you going to do. kids and cat have something in common - they're expensive. There are so many good vets out there just trying to help animals - it's always a good idea to ask the costs of tests etc before allowing them to take place. -- Message posted via http://www.catkb.com |
#9
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FYI: Vet bills
what are you going to do. kids and cat have something in common - they're expensive. There are so many good vets out there just trying to help animals - it's always a good idea to ask the costs of tests etc before allowing them to take place. Yes, there was a time when I was getting tests for my dog. It turned out that her heart was larger than it should be for her body size and losing weight removed the symptoms. But during the testing phase, I was concerned that the tests might exceed what I had available to me. I asked about the costs, and he told me we would start with the cheaper tests. If we needed to do further testing, we could set up a payment plan. I know most vets say full payment due day of service, but if you have been going to the same vet for years and years, they will accept payments. They just don't want to get stuck with unknown people who may never pay their bill. I did get lucky. The x-ray showed the enlarged heart, and his gut feeling was that the heart was healthy, and this was a result of breeding the dogs down in size. He recommended a diet, and do a new x-ray in 6 months. If the weight loss removed the symptoms, and the heart stayed the same size, then there was no reason to test further. He was right, and 9 years later, she is doing great. But it was nice to know that he was happy to start with the cheaper options, doesn't push for unnecessary testing, and will accept payments if necessary. |
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