View Full Version : Observing the Death of Communication and Courtesy...
ghettodub
01-31-2011, 15:27
It's pretty sad really, but I'm sure you all have observed that people today have no communication skills, and have no idea what common courtesy is. I run in to it all the time, whether it be at Safeway, the gas station, Subway, etc. Here's my story from today which made me really think about this. I posted this on Yelp as well. I had an appointment today at an ENT because I've had breathing problems for years, and, well, here was my experience.
So just a little back story, I've had breathing/sinus problems for years, so my general doc gave me information on a couple on ENTs to check out. I tried calling Comprehensive ENT first; my doctor didn't have any experience with them, but she knew how busy the other one was, so suggested I try this one first.
My appointment was for 10.45, and they ask that you arrive ten or so minutes early to fill out paperwork. So I arrived at 10.35, got everything filled out in a few minutes, and then I waited. And I waited. Waited some more. Watched two people that arrived after me go back. Then I thought, ok, what the hell, I'll go ask. I understand that doctor offices generally run a little behind, but it had been twenty minutes at that point, with not even as much as a nod, look, or a "sorry about the wait."
I went up to the front counter and asked "hey, just wanted to get an idea of how much longer it was going to be, as it had been twenty minutes already."
The beastly, horrible, giant rude redhead receptionist (to be referred to as "beasty" for the rest of the story) replied "well, there are two people in front of you"
Me: "So, what does that mean exactly"
Beasty: "Well, there are two people in front of you, one is in there now, and one in front of you"
Me: "Do you have any idea of how much longer it will take?"
Beasty: (with no expression on her face): "No"
Me: "Um, ok, so I don't think this will work today then."
Beasty: "You can reschedule"
Me: "Well, is it going to be like this next time, where I have to wait and you have no idea when I'll actually see the doctor?"
Beasty: "This is pretty standard"
Me: "Ok, cancel my appointment, and refund my co-pay."
Beasty then took her giant hooves over the another receptionist to snarl out" This guy wants to get his co-pay back"
Not a single word, no sorry about the delay, no nothing. Just a woman with the personality of a rock with zero customer service skills.
This is an unfortunate trend with doctor offices, and they think just because we have to see a doctor, that we'll wait and they can be rude. If this was a restaurant, you would be out of business, because if you help treated people like that, you would have no customers. You can tell people there's a wait, or tell people no, or whatever, if you do it politely. Just say "hey, sorry about the wait" or whatever, and I would have been fine
Not only will I never go there again, I will go out of my way to badmouth this business.
Hate dr's offices, the people who run them are the ones that screw up the time frame.
I have fired several doctors over this sort of thing, they always seem surprised.
I will not arrive 30 minutes early unless the doctor does as well, and they never do. I will arive on time and ready, if they are not within 15 minutes then we are moving on. This is or should be a service industry, rather then what is has become due to insurance.
CrufflerSteve
01-31-2011, 16:02
I do try to schedule early, ideally the first appt of the day. Unless there is an emergency I will find a new doc when they are chronically late.
Steve
Byte Stryke
01-31-2011, 16:03
I have often wondered if you could bring some sort of action against a medical office for an extremely delayed appointment.
Get some fart spray, a woopie cushion, and cough alot. should clean the waiting room and "Your Next"
StagLefty
01-31-2011, 16:10
I was averaging 45 minutes to an hour at my last Doctor's office !!![Rant1]
ghettodub
01-31-2011, 16:18
This is or should be a service industry, rather then what is has become due to insurance.
Couldn't agree with you more. They should have to work for our business. I couldn't run my business like that...
I just don't go to doctors.... which would explain a lot.... darnit.....
After my car wreck... no Sir, no more docs for me. If it's that bad, just let me die. Forget a funeral, throw me in the woods and let the animals have a snack.
HBARleatherneck
01-31-2011, 16:27
delete
not to steal anyones thunder, but I need to bitch.
I have 4 boys 6 and under. They go to the doctor less than 1 time a year or even 2 years. So, my wife made an appointment to take them in. Well they call back and say, they cant see them all in one day. (why,they see 4 kids in a day, why not my 4 kids in a day.) so my wife talks them into doing 2 kids today and 2 kids thursday. this is an incovenience for us, since we live 56 miles round trip from the closest doctors office. As we are leaving for the doctor this morning my wife gets a call and says they cant let us bring both kids in. Only 1 kid per family per day. WTF. why is this. and what in the world could be the reasoning? And my wife said the lady was a bitch about it.
I can answer... they are too busy working with the illegal's kids that a citizen can't get in. They get more money for the illegals....
I don't go to doctors. i hate sitting in the office waiting...seems like forever. you wait to be seen, usually only then by an assistant or a nurse, then you wait again for the doctor, sometimes for quite a while. obongo care will only make this worse.
ShooterJM
01-31-2011, 16:45
I have often wondered if you could bring some sort of action against a medical office for an extremely delayed appointment.
I usually just switch doctors, but have been known to call the practice from the waiting room or exam room and voice my annoyance.
If it's an extreme case (and for some reason I can't reschedule with a doctor that owns a clock) I'll send the office a bill for services rendered at my consulting rate. Never does get paid, but it usually lets me have a nice long chat with the doctor and the practice manager.
Last time I went in for a sinus infection the doctor walked in and without even looking at me said "so, you have a cold"
I looked her right in the eyes, walked over to the paper towel dispenser and managed to clear my sinuses with pure effort and anger, somehow managing to not burst my own ear drums and put it on the table snot-up
"if that looks like a cold to you then I want a 2nd opinion"
Get some fart spray, a woopie cushion, and cough alot. should clean the waiting room and "Your Next"
[ROFL1] I love reading the posts here.
I just don't go to doctors.... which would explain a lot.... darnit.....
After my car wreck... no Sir, no more docs for me. If it's that bad, just let me die. Forget a funeral, throw me in the woods and let the animals have a snack.
So much win.
I say something similar to my wife. No funeral works, I just dont want to be a snack for the animals.lol
[Beer]
TEAMRICO
01-31-2011, 17:27
Boy, when Obama Care continues to get Rahmed through, despite the Judges ruling. I cant wait to see how they are when they have absolutely have no motivation to serves us!
theGinsue
01-31-2011, 18:32
I couldn't agree with you more on both issues - communication & courtesy.
I had to get an upper GI done a few months back (to officially diagnose my acid reflux & ensure it wasn't something more severe).
As a retiree, I still use military TriCare as my primary provider (this is laced with it's own set of communication & courtesy issues). I received a referral to a place here in Colo Spr and made the appt.
The gastro dr office sent me a packet of documents I had to fill out IN ADVANCE and a very poor map to their location. I looked over the paperwork they expected me to complete and had major issues with a few of the forms. I didn't sign these forms as I wanted to get clarification on them before I completted myself. Upon arrival, the receptionist rather snottily informed me that these forms were supposed to be completed before I arrived.
The first of the two biggest issues was the part that I had to sign that said it was okay for the doctor to do other procedures in the course of this procedure at his discretion. This didn't sit well with me because I didn't WANT any other procedures done during this procedure - especially since I was going to be given the amnesiac med for this procedure and wouldn't remember giving further approval, plus, I just wanted to get a diagonosis for acid reflux, nothing more. Additionally, TriCare will not pay for other procedures uness they give prior approval or unless it's an emergency. When I asked the receptionist about this she said that any other procedures wouldn't necessarily be "just for emergencies" - if the doctor felt I needed something done, he's do it. RED FLAG #1.
My next biggest issue is that I had to sign saying that any fee my insurance did not pay, I would be responsible to pay. Now, if you've ever looked at how much is billed and how much insurance companies actually "approve" & pay, it's often something like 25%. So what, if they billed $10k for the procedure and TriCare only paid $1500, would I be on the hook for the remaining $8500? According to the receptionist, the answer was YES. RED FLAG #2.
Just asking these questions IMMEDIATELY got the receptionist outright hostile. Not unpleasant or even snippy, but hostile! I was advised that if I had issues with signing their required forms that I needed to just leave - but of course, I would be charged for the visit since I didn't cancel it before their established cancellation window.
After discussing it with my wife, she encouraged me to go ahead and sign the second form (the one about paying the fees my insurance company didn't). I refused to sign the one about other procedures.
The receptionist then went and spoke to one of the nurses about the issue I had with the remaining form (obviously telling her how difficult I was being). The nurse came and quite nicely asked me what issue I was having. I explained my reservations to which she informed me that the doctor would only do additional procedures if he felt they were urgently needed but if I still had an issue she would ask the doctor. I asked if she would do that. She took the form in question and came back a minute later with the part I had issues with maked through with bold black marker. This satisfied me, so I signed the form.
At no time did I ever stop speaking politely to any of the staff, including the nasty receptionist. Nor did I raise my voice or change my tone from being friendly, yet concerned. In fact, because the reception area was crowded, I kept my voice low, but this receptionist was practically yelling at me - all in an attempt to humiliate me.
I can't imagine how any establishment can stay in business with front-line customer service people who do everything in their power to belittle and offend the customers.
It is certainly a sad world we now live in.
Well it isn't something new. Drs offices have always had a problem with logistics.
If I ain't cut something off or am in a coma I don't go.
I have sewed my fingers up, fixed em when there broke etc.
I take advantage of the E room for serious shit.
Did have a physical awhile back doc said I was fine don't come back for awhile, so I'll wait another 10 years and see what develops. actually I have to have one every 2 to 3 for the drag race thing.
funkfool
01-31-2011, 18:46
I had this happen to me too...
Receptionist got ALL hostile with me for asking why the Dr. was an HOUR late...
He wasn't even IN THE OFFICE!
He was giving testimony in court... can't you freaking CANCEL you appt's for that day???
WTF?
Makes you want to slap a b*t¢h.
Byte Stryke
01-31-2011, 19:21
Makes you want to slap a b*t¢h.
Getcher war paint on, we goin' all Native American up in Here
'cuz we about to join the Slapaho Tribe!
[ROFL1]
Bailey Guns
01-31-2011, 19:43
Getcher war paint on, we goin' all Native American up in Here
'cuz we about to join the Slapaho Tribe!
[ROFL1]
Fuckin' a, dude! Sign me up!
ChadAmberg
01-31-2011, 22:07
I almost feel bad, I've never waited more than about 15 minutes. My family doc comes in the room on time, and sets his watch for the (generous) amount of time scheduled for your appointment. He gets a 5 min warning beep so he knows it's time to wrap stuff up. This means of course that the next person gets their appointment on time too. I love it.
When my wife went in for her surgery last year, we were stuck in the prep area an extra hour or so. She was nervous as it was, and you're already there for like two hours... so an extra hour just wasn't fun at all.
hollohas
01-31-2011, 22:36
Doctor's office receptionists are the absolute worst...everywhere. They are right there with the DMV. They are all bitches that think they own you and own the doctor's office. My wife had some serious complications during and after her pregnancy and we went to maybe 10-15 different doctors during the process and each and every receptionist was a tool. My baby is now in daycare and brings home every bug known to man and all three of us have been to the doctor sick more times than I think I have been in the rest of my life combined. Again, each and every receptionist is a bitch no matter how many times I try a new doctor.
The other thing that drives me nuts is most doctors never spend more than 3 minutes talking to you. Like someone else previously said, they walk through the door with a diagnosis before they talk to you. My recent experience was also a major sinus infection. I felt like I had Ebola my sinuses were bleeding so much. First doctor said I had a cold and told me to go home. Second doctor I saw said I had a sinus infection and gave me some mild antibiotics. They didn't clear it up and after another week or two it had spread to my eyes. Third doctor I saw walked in the room and asked if I had been up all night partying the night before because my eyes looked so bad. She was a good one though because she actually listened to me, discussed what she was thinking, explained things and discussed my treatment options with me. Then she asked me about hunting because I had a camo hat on. She knew nothing about hunting but we chatted about it for a bit. (hope the OP wasn't in the same office waiting for her while we shot the shit) Anyway, she gave me antibiotic eye drops and some antibiotic pills that are what they use to treat people who have been exposed to anthrax. 2 days later and I feel better. Nicest thing she did was tell me that it can be an expensive medication so if it was too expensive then I can call her to get something cheaper. But, her receptionist was hard to deal with...as usual.
theGinsue
01-31-2011, 22:37
Getcher war paint on, we goin' all Native American up in Here
'cuz we about to join the Slapaho Tribe!
[ROFL1]
Oh My Gosh! That is AWESOME!
I work in a call center and am absolutely appalled at how unprofessional one of the girls acts. I made a comment about it the other day, and apparently it used to be pretty common. I'm talking about holding the mute button in the middle of a call to loudly cuss out the person on the other line, then unmuting and proceeding to give the customer attitude. Our only job is to find out where people are, and send someone to help them. When I was still training, they sat me with this lady, and it was a nightmare. I'll tell you right now, if I'm long enough to be put into a position where I could do anything, I'd fire her immediately.
patrick0685
02-01-2011, 00:00
Getcher war paint on, we goin' all Native American up in Here
'cuz we about to join the Slapaho Tribe!
[ROFL1]
hell yes[Beer]
Aloha_Shooter
02-01-2011, 01:07
After all the bitching here, I just have to say I LOVE my primary care doctor. His reception staff is great at communication and courtesy -- you may still wait a fair amount but that's because the clinic is so good (and they just expanded hours both on weeknights AND on Saturdays).
Alliance Urgent Care on Austin Bluffs between Woodmen and Research.
ghettodub
02-01-2011, 10:06
After all the bitching here, I just have to say I LOVE my primary care doctor. His reception staff is great at communication and courtesy -- you may still wait a fair amount but that's because the clinic is so good (and they just expanded hours both on weeknights AND on Saturdays).
Alliance Urgent Care on Austin Bluffs between Woodmen and Research.
I'll throw one out for my primary care doc too, I love em and have been seeing them for 10 years
Centennial Family Care off of Broadway, just south of arapahoe
I work in a call center .....
Oh man... if you're ever up for a prank for your office, you're more than welcome to call me and just start cussing and yelling and stuff.... Then I can show up at your work asking for you "the guy on the phone" and you can take me out back and beat teh ever living life out of me and then tell the office that they are next!!! HAAHHAHA
Still never understood the point of scheduling an appointment if you show up 10 minutes early and will still be waiting a half our or so...
Oh man... if you're ever up for a prank for your office, you're more than welcome to call me and just start cussing and yelling and stuff.... Then I can show up at your work asking for you "the guy on the phone" and you can take me out back and beat teh ever living life out of me and then tell the office that they are next!!! HAAHHAHA
Well, I'd get fired for yelling at a customer, but there IS a portion of the office that customers can go to for certain services, so your idea has a lot of merit. We'd just both end up arrested is all. ;)
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