Re: Patients are by far the worst kind of customer to deal with.
Sorry, but if your org has no patience for patients (pun intended), then you are in the wrong biz. It comes across as, "Our business would be smooth if not for pesky humans."
You are obviously overinterpretating what I've written. For many very comprehensible reasons, the patient/caregiver relationship is difficult. Why wouldn't they ease it with reasonable "contract" (prices, procedure you'll go under) both parties agree upon, and why everything in this story seems unexpected is beyond me. Agreeing to an exam and discovering you're due money for it afterwards is annoying. This should be clear from the get-go, otherwise you're exposing yourself to trouble considering you're already working in a tensed environment.
Sorry, but if your org has no patience for patients (pun intended), then you are in the wrong biz. It comes across as, "Our business would be smooth if not for pesky humans."