Mrs. Copay: "Hi, I need Dr. Grumpy to call in some medication for my back. I also need him to order physical therapy and an MRI."
Annie: "Hang on, let me look up your chart... it looks like we haven't seen you since 2008..."
Mrs. Copay: "That's correct."
Annie: "... and at that time you were here for a completely different issue. It looks like Dr. Grumpy has never seen you for back problems."
Mrs. Copay. "Whatever. Let me give you the number for my pharmacy..."
Annie: "Look, he can't give you medications or order anything for a condition he hasn't seen you for before. Especially when it's been 3 years since you were last here at all. You'll need to make an appointment."
Mrs. Copay: "Well, my insurance copay is now $35, and I don't want to spend that just to come see him."
Annie: "We can't do anything without seeing you."
Mrs. Copay: "Why doesn't anyone care about patients anymore? All you people want is my money." (hangs up).