Is health care customer service something that can be observed and evaluated, or is it an oxymoron?
I recently went on an incredible journey of scheduling a colonoscopy. I completely realize this does not sound all that exciting. I understand. Move on, or read below, it’s your choice.
A colonoscopy performed a few years back revealed nothing serious, but I need to follow-up on a regular basis at my age. Having moved not too long ago, I informed my new GP I was due and it was suggested I use the same specialist from the last procedure. An attempt at this revealed quickly this was not an option. I called the GP’s office, left a message for the GP’s nurse, asking for a recommendation. The automated answering capability stated I would receive a response in 24 hours.
Five working days later, on a Thursday, I called the GP’s office. After a few minutes of investigation off-line, I was told by one of the staff members a form had been mailed to me on “Tuesday” outlining the GP’s recommendation and next steps.
A week later I received the form, postmarked not “Tuesday,” but on the following Saturday, with instructions to call a designated office, suggesting to engage the services of either one of two specialists and where to ask for the procedure to be performed. Of course, I had to research whether these specialists were “OK TO USE UNDER MY HEALTH PLAN.” They are.
I called the office and gave them all the pertinent information. The staff member said very clearly “WE CAN’T DO THAT.” We need to know what procedure and why. I stated exactly what was on the form, which answered both questions. The result was still “WE CAN’T DO THAT.” I simply asked why my GP sent an instruction for me to “DO THAT.” The answer was, of course, “I don’t know.”
In response to my asking what I am to do, I was told they needed the GP’s office to call, the GP’s office to send the documentation I had in hand, or for me to drive to their offices and give them the document I had been sent. I believed it was fair to ask “So, you don’t trust me over the phone?” End of story, at least so far.
Here’s what I have to say about health care customer service - RACKAFRACKASHATZ!!!!!!!!!!
I believe there was a time when those in health care occupations cared most about the health and welfare of their patients. I believe it has shifted to where they care most about making the most money they possibly can while carrying the activities they are required to perform.
This is just not a good thing.
This is a sidetrip on our journey to a joyful pursuit of happiness.