Among Friends

[Trailrun23]

I do feel your pain! DH's cardiologist said he was "very concerned" about his chemical stress test but didn't elaborate. I can't go back with DH to the exam room due to the COVID rules that are still in place. They are just now allowing a second person to go into the waiting room. DH was referred to another heart specialist and he has been trying since early June to get them to return a call. It's nowJuly.  The specialist has only a recording with no menu and a very short time to leave a message. Problem is not a new one in my experience. The specialist has three offices but just one phone number. Just maddening. Have called back DH's dr three times...the young woman who they always give me to just says "be patient and "they will get back to you". ARGHHH! 

[Scooby Doo]

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@RedTop wrote:

@Scooby Doo 

For your specific situation, I would've asked to speak to the Office Manager, and let them navigate that situation for you.  They are the ones with the most knowledge and pull in the office, and can accomplish things much faster than other office staff.   

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That's what my DD told me after the fact.  She's worked with doctors and patients at the VA for over 30 years.  

[Scooby Doo]

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@Imaoldhippie wrote:

@Scooby Doo ............Wow cant believe that a docs office would tell someone there is nothing they can do.

I have over 20 years experience in doctors offices and that anwser would have never been acceptable.  Even though my experience was a long time ago we were there to help the patient.

However, on the other side most likely the person was told to tell people they were booking 2 months out and not to book anymore patients till then.

I would have a polite talk with the doctor and/or office manager about it when you are there.  Not the staff.

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I agree that the guy was just following a script.  However, after I explained the situation to him he should not have said "there's nothing we can do."  It's a learning situation for him as well.  It would have helped if he'd offered an explanation instead of just a flat statement.  

[Scooby Doo]

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@ID2 wrote:

I make a point to wake up every morning and deliberately be nice to everyone I encounter that day. 

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Been doing that for decades.  Eventually you'll run into a situation that needs escalating.

[KingstonsMom]

Personally, I think it was wrong to go off on who you were talking to.

Because he had to put you on 'extended hold' trying to resolve your problem, he obviously was not a decision maker there.

To be a 'good employee' he has no choice but to follow the instructions he's given by his superiors.

But I did find his 'don't call back' statement rude and offensive and I highly doubt that he was instructed to say that to you by his superiors!

All I truly care about is that your needs are met by somebody Scooby!

[kitcat51]

I would never do that BUT if someone goes off on me watch out cause this kitcat has claws...I'm done with others bs.

[Shanus]

@Scooby Doo   Unfortuneately, help is scarce across the board from doctor's office receptionists to wait staff to drugstore help. etc. They'll hire almost anyone willing to work. 

Yes, it's frustrating, but I do understand that sometimes you do get a person on the phone that is not trianed or suitable for his/her position. 

[Jo1313]

I did plenty of times especially while in the 3 different hospitals in a 5 month span.

I blew up at the medical director in my local hospital..During the stay we became friendly..It even got to the point that he would call DH  and my kids updates.I was too sick to comprehend what was going on.

When I see a new provider or I am treated rudely..I "name drop" the director's name..Their tunes change quickly.

[KingstonsMom]

@Jo1313 

If you have to "name drop" with your 'new provider' to get proper care and treatment, that's a provider I wouldn't want.

[chrystaltree]

I call it being assertive and proactive.  Yes, there are times when you have to be both.  In situations like that, you should demand to speak to a clinician.  The front desk are not clinical professionals and they can't assess when a patient needs an immediate appointment.  He was just saying what he correctly says 100 times a week when new patients want appointments but your situation was different.  But going off on him, made him give you the appointment you needed!  It was not due to a cancellation, he said that to save face.  He probably asked someone and was told to give you the next available appointment.  Front desk people work incredibly hard dealing with patients, doctors, nurses, insurance companies.  And they get yelled at, from time to time.  They don't take it personally.  He won't remember speaking to you.  Why would you look for another provider if you are satisfied with the medical care you get?