Oh Dragon - I'm so glad that there's been a turn in rectifying the simply awful things your Mom was subjected to at her doctor's office! I agree with Kelli Jo - when something like this happens, it is a very good idea to make sure and get names of everyone concerned and everyone who should be made aware of the situation and dates, and times as well to keep for future reference. An apology in writing should also be forthcoming. How great that the case manager spoke to the office and that she is willing to give them lessons in how to manage insurance forms. THey could also use lessons in compassion and people skills.