Have I been a bad girl?

aysemari
aysemari Member Posts: 1,596 Member
edited April 2011 in Breast Cancer #1
Ok, after two days of trying to get in touch with someone
at my oncologist office about getting my results for a urine test
and yet another prescription for antibiotics, for my urine tract infection,
I got very frustrated. This is a very busy office and I understand but
I blew a gasket after repeatedly getting put on hold for at least 15
minutes, this is during work hours, then they call back and I can't
answer immediately. The third time around I muted my call and
asked my doctor's office to hold for 2 minutes so I can end my
call with work and they just hung up after 1 minute. But it was ok
for me to hold for them all that time... I needed to vent so I posted
a review on line and lo and behold 2 days later my doctor called me
in person!!!! I was shocked he took care of everything then there.
And I felt a pang of guilt for the review but I just wrote about how
hard it is to get through to the nurses, and gave my doctor a great rating.

Who would have thought that they actually read those reviews?

Hugs,
Ayse

Comments

  • sbmly53
    sbmly53 Member Posts: 1,522
    I never would have guessed, but I'm glad he did!
    I work in a prime care office. I answer phones often and when a pt complains, I give them my private line, tell them my name and ask them to call me back within a certain amount of time if they have not received an answer. I then send a message to the nurse. If the pt calls me back, I follow up immediately while they are on hold - not 15 minutes - and I get an answer.

    During training, I was told that we are to practice 'Every patient, every time" and it's my goal. Sometimes, it will take most of the day to get an answer, but it should not go unanswered.

    One of my favorite sayings is 'the squeaky wheel gets greased'. I am plenty squeaky when I feel that I am getting less than good or at least adequate service. Doctors, restaurants, sales depts - whatever - we deserve courtesy and respect.

    I hope you are feeling better - you've got a big day tomorrow!!

    Sue
  • carkris
    carkris Member Posts: 4,553 Member
    sbmly53 said:

    I never would have guessed, but I'm glad he did!
    I work in a prime care office. I answer phones often and when a pt complains, I give them my private line, tell them my name and ask them to call me back within a certain amount of time if they have not received an answer. I then send a message to the nurse. If the pt calls me back, I follow up immediately while they are on hold - not 15 minutes - and I get an answer.

    During training, I was told that we are to practice 'Every patient, every time" and it's my goal. Sometimes, it will take most of the day to get an answer, but it should not go unanswered.

    One of my favorite sayings is 'the squeaky wheel gets greased'. I am plenty squeaky when I feel that I am getting less than good or at least adequate service. Doctors, restaurants, sales depts - whatever - we deserve courtesy and respect.

    I hope you are feeling better - you've got a big day tomorrow!!

    Sue

    you are not abad girl you
    you are not abad girl you stood up for yourself, and pointed out an issue. perhaps it will help someone else out too! hope your UTI is better!
  • ladyg
    ladyg Member Posts: 1,577
    You were
    right in what you did. For some reason doctors offices do not think our time is important and we should just wait without complaining. I find it very annoying!

    Hugs,
    Georgia
  • camul
    camul Member Posts: 2,537
    I had to laugh...
    cause, I bet they never hang up on you again! I applaud your doctor for responding when he saw the review. It shows that he cares about his practice and his patients! By sending the review, you may have saved him many patients.

    Enjoy your visit tomorrow! It is so nice to hear when some of you meet!

    ~Carol
  • Different Ballgame
    Different Ballgame Member Posts: 868
    GOOD FOR YOU!!!
    Dear Ayse,

    Good for you!. It took 2 days to get a response but I am impressed that your doctor called you. As Carol said, it shows that he cares for his patients. His staff on the other hand needs to be reminded how to relate to a patient. I am fairly certain that your doctor talked to his staff and gave them guidelines to follow.

    Let us know how his staff treats you with future calls.

    Lots of Hugs,
    Janelle
  • RE
    RE Member Posts: 4,591 Member
    Great Job!
    Good for you Ayse, you did what was needed to get the results they should have taken care of in the first place! I sometimes end up showing up on my docs door step if they do not take care of me in a respectful amount of time. Usually that is my PCP not my Onco. Glad you got the treatment you deserved, hope you are feeling better soon! Have fun this weekend!

    (¯`•.•´¯) (¯`•.•´¯)
    *`•.¸(¯`•.•´¯)¸.•´
    ¤ º° ¤`•.¸.•´ ¤ °ºRE
  • CypressCynthia
    CypressCynthia Member Posts: 4,014 Member
    No, you are an angel! By
    No, you are an angel! By taking the time to post your thoughtful review, you may have spared other patients from your fate. It sounds as if the doc is looking into improving the situation and that was the point. A win-win!
  • laughs_a_lot
    laughs_a_lot Member Posts: 1,368 Member
    Good for you
    I had a similar situation just the other day on which I posted--- OOOPS Clerical error!!!!!
    Though I did not do a review I got action the same day I discovered the issue. Facing the person kindly with the truth, allows the person to correct the error and still save face in doing so. The improved service also saves stress for others who aren't as assertive.
  • Lighthouse_7
    Lighthouse_7 Member Posts: 1,566 Member

    Good for you
    I had a similar situation just the other day on which I posted--- OOOPS Clerical error!!!!!
    Though I did not do a review I got action the same day I discovered the issue. Facing the person kindly with the truth, allows the person to correct the error and still save face in doing so. The improved service also saves stress for others who aren't as assertive.

    You are awesome!
    This kind

    You are awesome!
    This kind of treatment makes me so mad and happens all too often. The squeeky wheel got the grease but how sad you were forced to do that. The good news is that you've helped future patients along the way!
    You go girl.
    Hugs,
    Wanda
  • disneyfan2008
    disneyfan2008 Member Posts: 6,583 Member

    You are awesome!
    This kind

    You are awesome!
    This kind of treatment makes me so mad and happens all too often. The squeeky wheel got the grease but how sad you were forced to do that. The good news is that you've helped future patients along the way!
    You go girl.
    Hugs,
    Wanda

    our time
    I am never late but even when I make first appt of the day why do I still wait almost an hour? If we were hour late they would cancel our appt as show !
  • KathiM
    KathiM Member Posts: 8,028 Member
    Hey, Ayse....my beau had trouble....
    with his front office gal. Turned out she was so difficult, she was turning patients away! When he found out, MAN! was he upset!!! This is his income, after all!!! He put her on 3-week review...

    Doctors many times just rely on their office to be doing what they are supposed to be doing. If they are not, the doctor, themselves, need to be informed. KUDOS to you for speaking up!!!

    Hugs, Kathi

    (I had an experience where I was asked to pay my copay in cash, up front. That was fine, until I was then billed for the copay. I called the office and asked to speak with the doctor...)
  • skipper54
    skipper54 Member Posts: 936 Member
    Congratulations!
    Sometimes you just have to stomp your foot and yell. You handled it well and got the results you needed. Glad to hear your Dr. replied.

    We have a doctor in our area, not one of mine thank God, who has told patients "if you don't like the treatment you're getting here go find someone else". WOnder why so many are doing just that.
  • Gabe N Abby Mom
    Gabe N Abby Mom Member Posts: 2,413
    You did the right thing! I
    You did the right thing! I hope the infection is gone soon!

    Hugs,

    Linda
  • fauxma
    fauxma Member Posts: 3,577 Member

    You did the right thing! I
    You did the right thing! I hope the infection is gone soon!

    Hugs,

    Linda

    You did the right thing.
    You did the right thing. Good for you. And good for your doctor to call in person.
  • TraciInLA
    TraciInLA Member Posts: 1,994 Member
    fauxma said:

    You did the right thing.
    You did the right thing. Good for you. And good for your doctor to call in person.

    Good for you!
    It sounds like you were very fair: Praising the care you receive from your doctor, but putting the blame where it was deserved, with his office staff. Good for you, Ayse!

    I'm curious: What site did you use? I should go see if my doctors have any reviews there....

    Traci
  • VickiSam
    VickiSam Member Posts: 9,079 Member
    TraciInLA said:

    Good for you!
    It sounds like you were very fair: Praising the care you receive from your doctor, but putting the blame where it was deserved, with his office staff. Good for you, Ayse!

    I'm curious: What site did you use? I should go see if my doctors have any reviews there....

    Traci

    UTI's, Bladder or Kidey issues are very very painful ...
    Ayse .. You did what most of us want to do, rate your doctor (s). Consumers are now more inclined to rate, shop, or get referrals on line. Why not rate our doctors, and health care facilities, as well? KUDOS to you, Ayse.

    How are you feeling, BTW? Hoping you are getting some relief ... praying for your quick recovery.

    Strength and Courage,

    Vicki Sam
  • cahjah75
    cahjah75 Member Posts: 2,631
    Ayse
    bad girl? Never! I applaud you for writing the review that got results. I'm sure your dr will review with his staff on the importance of returning messages. I bet it will help others as well. Yah for Ayse!
    {{hugs}} Char