That's What You Get

Me: "Hi. I'm here to get bloodwork before my appointment next week."

Receptionist: "Well, it's going to be a while. There's only one nurse and the rooms are full."

Me: "Okay. Hmmm. I called to ask if it was okay..."

Receptionist: "Our phone rings at the other office when we don't pick up. Birthdate?"

I answer only with digits afraid that my drive to the office would be fruitless. 

She stares at her computer screen and asks, "Name?"

I answer.

"Okay," she says still without even a glance. "Take a seat. She'll be with you."

The nurse eventually calls my name, takes the blood, confides, apologetically, that the office is short-staffed and will be for the foreseeable future. 

I commented that I was just here to be prepared for my appointment the following week. 

"Hmmm, I don't see your name at all for next week," She said haltingly. "We have new people answering phones. Let's take care of it up front. We'll get you in. Don't worry."

I took solace in her words. She didn't seem rattled at all. Shouldn't this be an anomaly?

The receptionist confirmed that I did not have an appointment. Without any conversation, she made an appointment card for the original day at the approximate time and handed it to me saying, "I don't have the original time and I am giving you this appointment, but we are double-booked-so expect it to be a while."

I handed the card back to her. 

"That doesn't work for me," I said very matter-of-factly considering I have already been through this process once when I made the original appointment that wasn't recorded by whomever took the call. "I need an actual appointment, not double-booked, with the doctor I normally see."

Receptionist: "Well, that's what I have and that's what you get," forcefully handing the same appointment card back to me.

After I confirmed that I was actually on the schedule, I left the office, thanking everyone I could find for their help.

Anyone I have told this story to has an immediate and visceral reaction to it. Nearly 100% of listeners say with great indignation that they would immediately find a new doctor. 

"That's terrible. I would go somewhere else!" they declare.

Really? Would you? I don't think you would. I think the medical generalists' and specialists' offices are largely the same. All of them. Similar processes and procedures govern all of them. Staffing shortages and scheduling issues plague all of them. 

In fact, the posted sign and placard messages are declarative and identical:

• Wear a mask.
• Show insurance card each visit.
• Please provide I.D.
• Sign-in.
• Turn off cellphones.
• Request notes during appointments.
• Cancel appointments if you are unable to keep them.
• No show appointments may be billed $X.
• Copays due at time of service.
• Fees not paid by insurance are patient's responsibility.

The staff running the medical office assembly lines are nearly identical as well. They duplicate the information that already appears on forms or on the patient portal. 

Interestingly, the staff directions are similar and declarative too:

• "We're going to be in room (insert name or number here) today.:
• "But first we're going to get your weight right here."
• "Okay, just have a seat right there."
• “The provider is running a little late…”
• "Let me just update this real quick.”
• "Okay the provider will be right with you."

So--- what's the difference? Why would I remain a patient in this office? 

Is it the years of history I have with the physician? That's not a good enough reason to stay. The history is in the past. The records are digital.

Is it the doctor's experience, generally pleasant disposition and decent critical thought with regard to my situation? Maybe not. Maybe I can actually find these qualities in any number of physicians.

Would it be so difficult to include general niceties and manners in the medical offices? How about, "hello", "hi", "how are you doing?" or "how's it going today?" I have heard these more often at the gas station down the street.

What is the difference and do we really have to take what we get?