Doctors offices are so frustrating...and never apologize when they mess up!!!

Just had to vent....

So, tomorrow I have a colonoscopy and capsule endoscopy. 

The appointment was made when I was at the doctor's office a month or two ago.  Friday I get a phone call confirming the tests, and the woman said she would call me back a little later when she spoke to the hospital to find out what time my procedure was.

I never got a call back, but I didn't worry, since with my old doctor, I wouldn't know what time my test was til the day before.

So now, it's the day before.  I call my doctor's office they say they're going to call the hospital and call me back.  They call me back and say no appointment was made, and there's nothing even in my charts showing that I'm having a colonoscopy.  I don't remember who I spoke with on Friday but there's nothing in the chart showing that phone call, nada. 

I am embarrassed 'cause I completely broke down on the phone.  But it really bothered me that the person I was speaking to wasn't apologetic at all.  I mean, first off, the appointment was physically made at the office way back when.  I got a confirmation phone call Friday.  Since my chart didn't show it, I got the impression that almost she didn't believe me.  I mean, I can show the phone log in my cell phone.  Plus whoever I talked to Friday mailed me the prep directions!  I just started crying, probably from tiredness/hunger, frustration with the fact they royally messed up and can't apologize....I mean, I only have a part time job right now but still, I work as a physical therapy aid and since the therapist will be there alone, we had to book less appointments.  But what really got me upset was that I have to inconvienence my mom.  She had to take off work to drive me there tomorrow, plus little things like she made me broth and jello and all that jazz for the prep.  I don't know, it just really upset me. 

First they wanted to reschedule me for a few weeks but I always need to check to make sure my mom or stepdad can take off work that day.  Then they said they could maybe do it late in the afternoon, around 4, which didn't sound appealing to me either.  They said they were going to call me see if they could squeeze me in which again, didn't sound too great...Plus it makes me feel bad now like I'm inconviencing my doctor even though it's not my fault.  I frankly wanted to cancel the whole thing...I mean it's not like any of us actually enjoy this procedure and prep...Plus the hospital is far!  With traffic it's over an hour!

Someone from the office just called me back and said that they were able to schedule me at 915am, and to be there at 815am.  I guess it's good to just get if over with, but its still just embarrassing I got emotional with one of the people on the phone.  I know medical offices are all that way, never apologetic for their mistakes but it doesn't make it right.  I mean, not only was the procedure appointment not scheduled, and not in my chart but the phone call friday wasn't in my chart and appartment the initial appointment that was made while I was there wasn't in my chart either! 

Wow that's a lot of text.  Sorry, just had to vent.  Silly doctor offices....

Thanks :)

And exactly, a little apology goes a long way!

Plus its a double procedure with the conoloscopy AND the capsule endoscopy (i've never had one of those before)

I feel like she didnt believe me about the phone call! I almost want to bring a print out of my call log and the envelope from the prep instructions as proof, heh.

My stepdad thinks it was a good thing that I cried and got emotional, like it made the person try harder to get me in for tomorrow. But I still feel silly about it, I wish I could figure out a way to not cry. But it just pissed me off that not only were they not apologetic, but they didn't seem to realize what an inconvienence it is, especially when its not just you, but another person in your life that needs to take off a day of work to drive you.

I wonder if my doctor will say anything when I see her tomorrow. I'm sure she had no idea any of this even happened. Sigh.

What is sad is this stuff happens so frequently now. My fiance makes fun of me because I keep a log, but the minute I have to call about something or a problem arises I start making a list of who, what, when. It is sad, but I have learned the hard way, plus I used to work in customer service and always provided my name, time, and confirm #. So now it doesn't matter what it is the bank, the phone company, the doctor, my insurance company I always write the date, time, who I spoke with and their #.

Terrible I know! But when people like her are rude, it really makes me feel better to say Well, I talked to so and so, at 12:25, on Friday 10/8 at this #.

I may be crazy but it makes me feel better and has saved me some time and money in covering my own butt, so to speak!! :)

Wow that's a bad experience but I think you should not feel bad about breaking down on the phone. For one, you luckily got your appointment for tomorrow. For two, your doctor will likely never know this mix up ever occurred, or if she/he does, will likely not ever know you cried and so thats not even a worry you should have. Also the receptionist has likely experienced this more than once per day- as she is in the medical field and most of us have days when we get frustrated... I would think you are not the only one who got upset on the phone with her. And also, I know what it is like, as I have done it a lot- I find when I am so frustrated and already feeling physically weakened, I can't help but cry. The more I cry the more angry I get because I think it is a sign of weakness to the person who I am talking with... when in fact it is just my emotions saying "this is unbearable and unacceptable and i can't even begin to express how wrong this is!" So I cry when I am sad, when I am mad and especially when I am frustrated with crappy customer service and mistakes that may seem small to the person on the other end of the phone but are HUGE to me. lol In this recent flare I have cried a lot!

Overall I think I am trying to say, don't sweat it, you are not alone, and I think your stepdad may be right, it may have helped the person on the other end of the phone listen a little harder and get you that appointment for tomorrow. Put it out of your mind, take a deep breath and be glad you didn't start doing the prep for nothing- you will actually have it all over with tomorrow as planned. :)

Also there were a couple really good suggestions on this thread, like documenting all your calls and for the people in customer service to be open honest and admit mistakes. Lots of good comments here and I hope they all take a part in making you feel better about your experience today.

Best of luck, yours in tears ;)

B

cupcakespinkgal said...
What is sad is this stuff happens so frequently now. My fiance makes fun of me because I keep a log, but the minute I have to call about something or a problem arises I start making a list of who, what, when. It is sad, but I have learned the hard way, plus I used to work in customer service and always provided my name, time, and confirm #. So now it doesn't matter what it is the bank, the phone company, the doctor, my insurance company I always write the date, time, who I spoke with and their #.

Terrible I know! But when people like her are rude, it really makes me feel better to say Well, I talked to so and so, at 12:25, on Friday 10/8 at this #.

I may be crazy but it makes me feel better and has saved me some time and money in covering my own butt, so to speak!! :)

I do the same thing. Dealing with my insurance company, they keep a call log too, but they only type what they think is necessary! So I keep detailed logs of every call. And anytime I encounter anybody rude, I give it right back to them. Who do they think they are? I am the customer, sick, dealing with a lot, and I'm not about to put up with their poor mood, for whatever trivial and unprofessional reason.

hm, well if yor hospital is like mine, you have a better chance ofwinning the lottery and getting hit by lightening on the same day than them finding a slot the very next day in the endoscopy suite. (let alone have your gastro drop everything ad agree to do the exam)

What i sounds like to me is that the hospital had your apt all along, but the lady yo were speaking with had her wires crossed. She double checked, but didn't want to admit she made a mistake, s pretended to miraculously squeeze you in so she could be the heroine instead of the idiot.

In any event, thank goodness your liquid diet and prep was not for nothing.