Wednesday, October 19, 2011
Gatekeepers, also known as receptionists and schedulers, that is.
First, there was the gatekeeper at the ENT who thought she could decide who got to see the doc and who didn't.
Then there was the gatekeeper who couldn't correct a scheduling error and therefore put me back on a waiting list after six months of waiting already.
I could also mention the gatekeeper who tried to talk me out of even asking for a new doctor for Amigo. She sounded quite surprised when New Doc said yes, of course, he'd take Amigo as a new patient.
This time, the schedulers are not talking to the schedulers and the left gatekeeper doesn't know what the right gatekeeper is doing.
I had a November appointment set up to review meds and check on my progress in recovering from the deepest and longest depression of my life. Recovery is going well: slow but steady, a marathon rather than a sprint.
Then I had to schedule a pre-op physical before the removal and replacement of my cataracts. Given that opportunity to touch base and review my health in general, Family Doc said I could cancel the November appointment. "That's the day after Thanksgiving. Go shopping," he teased. "The mob scene? No thanks. I'll be shopping online," I laughed.
So...the nurse came in, gave me my annual flu shot, and the logged onto the computer and pulled up the schedule. Lo and behold, my November appointment wasn't even listed. We were both confused, but shrugged our shoulders and decided it was all for the best.
Two days later I got a letter in the mail from the Clinic That Shall Not Be Named. "Dear Daisy; we need to reschedule the following appointment(s):" followed by the information of the already cancelled November date. Huh??
This time, at least, the failure to communicate doesn't interfere with my health care. It does, however, lower my level of trust in the Clinic That Shall Not Be Named. I still trust the medical professionals who've treated me; I'm just losing trust in the system in which they work. Oh, and the gatekeepers who guard the palace doors.Stumble It!