Need to vent!!!!! Apologize in advance.

So, as many of you know I went to the J.Clinic in February. Kind of a big deal...as we literally flew across the continent for this appointment.

I had heard the criticisms of the 'runnings' of the office...and lack of timely support...which I wasn't concerned about - wasn't a priority for me.
I had decided that it was all worth it.

Anyhoo - I was told up front I couldn't see Dr. J for the initial consult...but I COULD switch to him after.
I thought that would be fine.
So after the initial appt...I get home and see that I am scheduled for my follow up in April with a NP. (a different one that I had seen - as she is leaving the practice)

I called within a few days to change the appt. for Dr. J himself. I was told he was all booked up.
okay, I will do another one with a NP.

So, yesterday morning about 8:30 a.m. I get a call on my cell phone (was still in bed) confirming my appt. - for next week - but the time was different. She insisted I was wrong...so I changed the appt. time on the calendar.

Then this morning, I get a text on my cell phone - saying I need to confirm the appt. So, I typed "1" and sent the text to confirm. No big deal.

Than a couple hours ago, I get an email saying

"I tried to call you several times on both phones and had no luck. Can you email us your two working phone numbers please? Maybe we have a number off or wrong. Called to let you know about your upcoming second consultation with J Specialty Clinic. "


REALLY?????


So, I called and I said we spoke on the phone yesterday. She said "We did?"
And then I said, I also got a text this morning and I confirmed, as well. She said "oh?"


Then I told her about wanting to switch to Dr. J. for my next appt. (in July/August) and she told me he was booked up for July, and August they're not booking yet.
I told her what has been happening and she told me to ask my NP in a couple of days what I should do.


Oh my...I know I said I didn't care about the office staff...support...etc... but seriously...how can it be this bad?


Ok vent over...wish me luck in a few days...having to ask the NP how to get my next apt. with Dr. J...without offending her...lol


I don't need this stress......

Sorry to hear this, hope you can get in to see him. there is also another FB group called Everything Lyme i noticed that has a lot of JSC patients there, some venting about the communication issues.

hopefully the process improves

Sorry about these issues at Dr. J's how frustrating, but I hope it all works out.

I wonder if Dr. J and his PC's are aware of all the patients frustrations with the staff/booking employees?

goshawk said...
Sorry about these issues at Dr. J's how frustrating, but I hope it all works out.

I wonder if Dr. J and his PC's are aware of all the patients frustrations with the staff/booking employees?

I was wondering that myself. I don't want to get anyone in trouble...but the clinic does need to run better than that...and if no one says anything - then nothing will change.

Dr. J. seems to be a nice, compassionate soul...so maybe he's not good at setting things straight.

I don't even care if they don't get back to me right away when I have a question...but these mistakes with the appointments...not one...but a few...PLUS the roadblock about getting Dr. J. himself...not good!

Hey, Girlie:

The experience you had really stinks! I know you have a lot of time, money, and hope invested in the clinic. It certainly doesn't offer a lot of confidence, when they can't master basic things like phone calls, text messages, and scheduling appointments!

From what I understand, Dr. J's clinics (former and current) has reportedly seen over 15,000 patients in the past 17 years - with the majority of them since 2010. Of course, in no way does this excuse mistakes or oversights! But, maybe the volume of people helps explain their discombobulation. Maybe? Possibly? Perhaps?

Like you, I've also read online complaints about how some things are done (or, not done) at the clinic. Interestingly, I also found some comments from former employees. Here are two:

"Most of the day is spent on the phone talking patients through their problems. The patients are rather demanding and anxious and they need a lot of attention. It gets very busy between the constant phone calls and patients being seen in office. You will also be asked to help with oral triage almost daily no matter how busy you already are. Half of the week there was no time for lunch or lunch was at 3pm. The doctor is not very friendly toward nurses and he made me uncomfortable. Very little training or explanation on how to do anything or understanding the protocols left me confused most of the time with nowhere to get answers."

"Upper management is pretty bad at understanding the needs of employees. Turn over is extremely high at this place. Upper Management doesn't help the situation by having awful communication. The patients are extremely demanding, mean and insensitive, will scream and yell at us. The best part is that the employees look out for each other. Some of the providers are really disrespectful to the employees, especially the medical assistants."

Now, I only found four comments, in total. Of the other two (not included here), one was positive (current employee) and the other was neutral/lukewarm (former employee). So, it's a small sample size. But, all four cited busyness as a factor.

Anyway, on your next visit, hopefully you will relay your experience! I'm sure they would like to get any feedback that would minimize extra effort for them and frustration for the patients and their families!

Incidentally, how are you feeling, after following their protocol for a bit? If you've posted an update, I'm afraid I've missed it. But, I hope things are moving in the right direction for you!

The Dude

Oops. I meant rapport. Not report. Lol.

Girlie,

Hi. I'm so sorry this happened. Not really surprised though. There call center is in Oregon. So the left hand doesn't really know what the right hand is doing.

Last Easter when I found another tick on my son and almost fainted I called. We had had our bait and switch, I mean appointment, the week prior. Too long to go into here but I was really annoyed with how we were handled and demanded that an NP return my call. Then the woman said "Well I'm in Oregon." They outsource their answering service!

Anyway all that matters is that the appointment go well. I hope it does. Maybe just have a talk with them in person. It's a lot of traveling for you.

Mercury is retrograde so travel, communication, technology all delayed or messed up. Blame it on the planets. Sending you hugs.

sandyfeet said...
If you want a funny story about lyme brain and mix-ups by other people...

I received the wrong herb in a shipment a couple of weeks ago. I was less concerned about the actual mixup than to see if I could confirm that the mistake wasn't on my end as I remember being _absolutely_, _meticulously_, careful about it. When the shop emailed back to confirm that the mistake was indeed theirs I practically did a little jig as I now had a tiny bit of proof that I'm not as forgetful as I thought. I think if they had insisted the mistake was mine I would have been crushed. I never did ask them to correct it. I don't think they've ever received a more confusing joyous response to a mixup.

The irony too was that the herb in question was Gou Teng which I was hoping to increase to see if it helped with some of the cognitive issues lol

I think people just don't realize how damaging it can be when they try to pass off things as if you must be be the one responsible for getting the time wrong.

Hoping your week ends better than it started Girlie.

That is a funny story. So what did you get instead of the Gou Teng?

1000Daisies said...
Sorry, Girlie! I've had my fair share of "bad office staff" at good doctor's clinics.... so I feel your pain. Hang in there!

i'm just hoping this is the end of it...

I'm not that confident that I will get my next appt. with Dr. J. sigh.

The Dude Abides said...
Hey, Girlie:

The experience you had really stinks! I know you have a lot of time, money, and hope invested in the clinic. It certainly doesn't offer a lot of confidence, when they can't master basic things like phone calls, text messages, and scheduling appointments!

From what I understand, Dr. J's clinics (former and current) has reportedly seen over 15,000 patients in the past 17 years - with the majority of them since 2010. Of course, in no way does this excuse mistakes or oversights! But, maybe the volume of people helps explain their discombobulation. Maybe? Possibly? Perhaps?

Like you, I've also read online complaints about how some things are done (or, not done) at the clinic. Interestingly, I also found some comments from former employees. Here are two:

"Most of the day is spent on the phone talking patients through their problems. The patients are rather demanding and anxious and they need a lot of attention. It gets very busy between the constant phone calls and patients being seen in office. You will also be asked to help with oral triage almost daily no matter how busy you already are. Half of the week there was no time for lunch or lunch was at 3pm. The doctor is not very friendly toward nurses and he made me uncomfortable. Very little training or explanation on how to do anything or understanding the protocols left me confused most of the time with nowhere to get answers."

"Upper management is pretty bad at understanding the needs of employees. Turn over is extremely high at this place. Upper Management doesn't help the situation by having awful communication. The patients are extremely demanding, mean and insensitive, will scream and yell at us. The best part is that the employees look out for each other. Some of the providers are really disrespectful to the employees, especially the medical assistants."

Now, I only found four comments, in total. Of the other two (not included here), one was positive (current employee) and the other was neutral/lukewarm (former employee). So, it's a small sample size. But, all four cited busyness as a factor.

Anyway, on your next visit, hopefully you will relay your experience! I'm sure they would like to get any feedback that would minimize extra effort for them and frustration for the patients and their families!

Incidentally, how are you feeling, after following their protocol for a bit? If you've posted an update, I'm afraid I've missed it. But, I hope things are moving in the right direction for you!

The Dude

Thanks for researching for me....Dude. (I think?) you know what they say about ignorance....

I haven't posted an update...nothing great to post. Several weeks ago I thought maybe there was an improvement...seemed to be having more good days...or at least parts of days...but the past two weeks - not so much...

sigh.

I really don't have expectations for something good to happen for several months...

Only read the initial post, but stuff like that really annoys me too. I've had some minor issues with the clinic I'm at, but not to this extent. Hope it all works out and good luck!

Wowza Girlie! Do these people realize who you are? You are big time important in our community and beyond. I'm surpised you don't get special treatment.

You certainly deserve it!!!!!

I'm sorry to hear about that, that is so aggravating. I truly hope that they will be able to provide effective treatments for you, so hopefully that could make it worth it. Sounds like they are taking on too many patients, but I think they've helped a lot of people get better, no? so hopefully the track record gives hope that the treatment will prove fruitful. Fingers crossed for ya!