As soon as I got off the phone, and finished griping to Robb, I sent the Robb's doctor an email about the situation. I was polite, but firm. I quoted the conversation, and asked him if there was some way he could help us.
Within an hour, Robb received a call from the head of the rehab department who must have apologized 19 times in a five minute conversation.
Apparently the medical equipment department has been a problem in the past, and now the head of rehab was on the warpath. She wanted names, she wanted numbers, she wanted times.
Another hour later she called back to say that our case would be expedited and handled by another office.
Just goes to show, it is possible to get resolution in situations like this. We were nice, but we weren't chumps. And it has to be said that our experiences with Kaiser have been wonderful. Believe me, Robb and I know about Incompetent Medical Administration, and that is not a sin Kaiser is guilty of. They are universally skilled and empathetic.