Have You Ever Quit Seeing a Doctor Because of the Staff?

[KathleenL]

In a previous thread, I had posted that I am scheduled for cataract surgery towards the end of October. I saw the ophthalmologist on the afternoon of July 31. When the Dr. was done examining & talking to me, he walked me up to the front desk and said that the surgical coordinator would now talk to me & get me scheduled. But, I was then informed by another staff person that the surgical coordinator had already left for the day. (This irked me - why leave early when you know the doctor is seeing a patient that likely will need to be scheduled for surgery?) I was told she would call me "first thing tomorrow morning."

The following day (August 1), she still had not called me by 3:00 in the afternoon, so I called her (I had been given her card with her direct number). She said that she was with a patient and would call me in 15 to 20 minutes. I called her again at 4:45, as it was nearly quitting time and she still had not called. We talked for less than 10 minutes, and she scheduled me for the first eye to be done towards the end of October (!), and the second eye to be done the last week of November (!) and said she would be e-mailing me a bunch of paperwork the next morning (I guess because it was close to quitting time) and that there would be some forms that I would need to sign and send back to her. Again, this was on August 1st.

On August 8th I sent her an e-mail (her e-mail address is on her business card), saying that I still hadn't received the paperwork she was supposed to e-mail, and that by e-mailing her, it would make sure that she correctly had my e-mail address. I have received no response to that message.

On August 20th I called her again because I still had not received the e-mail with the paperwork. Again, she said she was "with another patient" and would call me back in 15 minutes. An hour later I called her again. She offered several excuses as to why she hadn't yet sent the paperwork, and then said, "I give you my word I will e-mail it to you no later than first thing tomorrow morning."

You guessed it - she didn't.

Then, on Tuesday of this week, September 10, she called me. I heard my phone ring, but couldn't see the screen to see who was calling, so I didn't answer, and the call went to voicemail. She left a voicemail message that said, in part, "I was calling to let you know that I am sending you that e-mail today with all of the patient paperwork..." But it's now Thursday afternoon and she still hasn't sent it!

This doctor uses the same online portal that all of my other doctors use - the MyChart by Epic thing - and I see that this woman has scheduled me for the post-op appointments without discussing dates/times with me at all. I know that the first post-op appointment is always the day after surgery, but she's got me down for three post-op appointments after the first surgery, and two after the second surgery. When we were scheduling the surgeries, I emphatically told her that early mornings are NOT good for me for many reasons, which include where I live and where I need to be for the surgery and post-op appointments. The three post-op appointments for the first surgery are scheduled for 11:50am, 12:45pm, and 8:15am (which, by the way, conflicts with an appointment I have for an MRI of my cervical spine, and she can see that appointment in the online system); and the post-op appointments for the second surgery are scheduled for 7:45am and 1:50pm. To be there at 7:45am would mean leaving my house no later than 6:30am. Uh, no.

While I have faith in the doctor's skills and abilities to do a great cataract surgery, I am so incredibly frustrated with this woman who is the surgical coordinator that I am ready to say "to heck with it" and go elsewhere. I should note, too, that my husband sees another ophthalmologist in the same office for his glaucoma, and he, too, has had problems with the office staff.

I realize this has been an epic rant, for which I apologize, but I have so little tolerance for stupidity and outright incompetence. What would you do? Would you just grin and bear it, or would you say buh-bye?

[MichelleP]

This sounds very irritating. I would contact the doctor directly to express your frustrations if possible. Maybe check around for a different doctor but this might delay the procedures.
I hope you are able to get this all sorted

[KathleenL]

Originally Posted by MichelleP

This sounds very irritating. I would contact the doctor directly to express your frustrations if possible. Maybe check around for a different doctor but this might delay the procedures.
I hope you are able to get this all sorted

I actually have contacted another doctor's office, and if I switch, I can get both eyes done in October - with the second eye being done the day after the current doctor's office has me scheduled for the first eye!

[Knappo 1307]

Originally Posted by KathleenL

I actually have contacted another doctor's office, and if I switch, I can get both eyes done in October - with the second eye being done the day after the current doctor's office has me scheduled for the first eye!

Usually eyes are done 2 weeks apart. If something happens with the first surgery, like endophthalmitis, it can spread to the other eye and you'd be in trouble. Don't do both eyes a day apart, wait at the least 1 week between surgeries.

[JasoninDenver]

I would not even consider moving forward with clinic. Send this text you posted to the doctor and the group manager and CEO. They need to know. Your experience will only get worse especially there with her being defensive for screwing up so many times already.

[KathleenL]

Originally Posted by Knappo 1307

Usually eyes are done 2 weeks apart. If something happens with the first surgery, like endophthalmitis, it can spread to the other eye and you'd be in trouble. Don't do both eyes a day apart, wait at the least 1 week between surgeries.

The surgical coordinator who is the pain in the patoot scheduled my second eye to be done FOUR WEEKS after the first eye is done. This will cause me grief because I’m not going to be able to see properly for a month. I would have to remove one lens from my glasses and that would look a bit weird. Also, the prescription of those glasses is from 2017, so it’s not even accurate. My contacts, which I haven’t worn in over a year, are gas permeables, so it would take a bit of time to build up tolerance to wear a lens all day again. And, my contacts, like virtually all RGP lenses, have a slight tint to them to make them easier to see if you happen to drop one. So that would look weird, too. Anyway, I had asked her if I could please have my second eye done at most two weeks after the first eye but she said no. The doctor I am likely going to switch to has already said that they can schedule both eyes two weeks apart, with the second eye being done one day after my first eye is scheduled at the original doctor’s office. Both eyes would be done in October, versus not being done by the first doctor until the end of November.

Yeah, I am going to switch.

[S’portEye]

Originally Posted by Knappo 1307

Usually eyes are done 2 weeks apart. If something happens with the first surgery, like endophthalmitis, it can spread to the other eye and you'd be in trouble. Don't do both eyes a day apart, wait at the least 1 week between surgeries.

Endophthalmitis does not spread to the other eye. Doctors do bilateral same day and bilateral sequential (next day) cataract surgeries all the time. The infection rates are the same as waiting a week or two.

[tictic]

I worked in the Medical field for over 40 years; now retired.
I would run, not walk, away from that office.
If this is how you are treated when they are 'trying to earn' your business just imagine how you'd be treated if *something went wrong*...

[Krash]

Yes, my cardiologist and primary care physician are both with Baptist Health in NE Florida. They are great.

However, some of the medical techs are not so great. I undergo an annual transthoracic echocardiogram once a year (basically, it's an ultrasound for your heart). This is a standard follow-up procedure for me. I had open heart surgery 4 years ago, and they just want to verify everything is still working as it should.

Two years in a row, the medical tech performing the test was rude and unprofessional—and it was two different ones. I'm wondering if they're all rude. I even called and complained about one of them.

I'm seriously thinking about going to a different local health network instead.

[KathleenL]

Originally Posted by Krash

Yes, my cardiologist and primary care physician are both with Baptist Health in NE Florida. They are great.

However, some of the medical techs are not so great. I undergo an annual transthoracic echocardiogram once a year (basically, it's an ultrasound for your heart). This is a standard follow-up procedure for me. I had open heart surgery 4 years ago, and they just want to verify everything is still working as it should.

Two years in a row, the medical tech performing the test was rude and unprofessional—and it was two different ones. I'm wondering if they're all rude. I even called and complained about one of them.

I'm seriously thinking about going to a different local health network instead.

I had a "cardiac event" in March 2018, and ended the day getting a stent in my right cardiac artery (RCA) because it was 99% blocked. I've had two cardiac catheterizations since then, but no new stents, and I have transthoracic echocardiogram with Doppler every year, with the next one scheduled in December. I usually have the same tech each time, and she's great. But, yeah, if it were a crummy tech each time, I'd see if I could have the procedure done elsewhere.

[Krash]

Originally Posted by KathleenL

I had a "cardiac event" in March 2018, and ended the day getting a stent in my right cardiac artery (RCA) because it was 99% blocked. I've had two cardiac catheterizations since then, but no new stents, and I have transthoracic echocardiogram with Doppler every year, with the next one scheduled in December. I usually have the same tech each time, and she's great. But, yeah, if it were a crummy tech each time, I'd see if I could have the procedure done elsewhere.

Yes, I’m wondering if they would put in a referral for another local health network. It seems fully integrated via their portal. Everything is done under Baptist Health. I’m not sure they would send me somewhere else for the test. I can always ask.


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[AF_Rob]

I’ve had an angry, disagreeable nurse. In that situation, I let her know she was being rude and refused to interact with her any further. They simply passed me to another nurse.


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[KathleenL]

Originally Posted by AF_Rob

I’ve had an angry, disagreeable nurse. In that situation, I let her know she was being rude and refused to interact with her any further. They simply passed me to another nurse.


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If this were a matter of simply dealing with another nurse or "regular" staff member, it would be one thing. But the woman I have to deal with is the one person who schedules all of the ophthalmic surgeries & post-op visits for those surgeries. The paperwork I've been waiting for for just under a month and a half includes the pre- and post-op instructions, the various choices of intraocular lenses and their associated out-of-pocket costs, the location of the ambulatory surgical center where the cataract surgery will be done, etc., etc.

I've watched a lot of videos on YouTube done by various doctors that describe their pre- and post-op instructions, but although there are many similarities, there are also many differences. For example, some doctors say you have to be NPO after midnight the night before the surgery. Other doctors say it's ok to have a light breakfast if you have a morning surgery, or a light lunch if you have an afternoon surgery. But they all say you need to follow your surgeon's instructions. I have absolutely NO idea what my surgeon's instructions are, because this woman hasn't yet sent me the paperwork that includes that information!

I'm leaning more and more towards scheduling with another doctor/office altogether.

And if I do, I'm petty enough to not let this office know until the week before my first scheduled surgery, and I'll tell them exactly why!

[AF_Rob]

Originally Posted by KathleenL

If this were a matter of simply dealing with another nurse or "regular" staff member, it would be one thing. But the woman I have to deal with is the one person who schedules all of the ophthalmic surgeries & post-op visits for those surgeries. The paperwork I've been waiting for for just under a month and a half includes the pre- and post-op instructions, the various choices of intraocular lenses and their associated out-of-pocket costs, the location of the ambulatory surgical center where the cataract surgery will be done, etc., etc.

I've watched a lot of videos on YouTube done by various doctors that describe their pre- and post-op instructions, but although there are many similarities, there are also many differences. For example, some doctors say you have to be NPO after midnight the night before the surgery. Other doctors say it's ok to have a light breakfast if you have a morning surgery, or a light lunch if you have an afternoon surgery. But they all say you need to follow your surgeon's instructions. I have absolutely NO idea what my surgeon's instructions are, because this woman hasn't yet sent me the paperwork that includes that information!

I'm leaning more and more towards scheduling with another doctor/office altogether.

And if I do, I'm petty enough to not let this office know until the week before my first scheduled surgery, and I'll tell them exactly why!

Fair enough. I was just given an example of what I’ve had to deal with. Your situation is completely different. You’re having to deal with an unavoidable bottleneck. That’s unfortunate. You mentioned earlier that you are considering another office that can get you in faster. That’s the route I would take too.

I would also let the doctor or patient advocate or whoever appropriate know the exact reason why you’re leaving. The situation you laid out in your opening post is pretty crazy and unacceptable.


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[AzPaul]

If you do wind up switching offices, send the soon to be former doctor a copy of your original post from this thread. That kind of treatment is pathetic.

[brandrea]

The doctor needs to know about her incompetence, that’s horrible.

We had a very similar issue with my dad’s urologist. Poor communication, mostly done by text like some sort of 14 year old His office would not communicate by email, or my preferred App … the telephone.

My dad had Parkinson’s so getting to appointments could only be done by medical transport and it was involved to say the least.

I told the doctor about how displeased we were with the communication from his front office, (I think I may have used the word “brutal”) and he told me that she was his wife. I quit the doctor as soon as dads test results were in.

[KathleenL]

Originally Posted by brandrea

The doctor needs to know about her incompetence, that’s horrible.

We had a very similar issue with my dad’s urologist. Poor communication, mostly done by text like some sort of 14 year old His office would not communicate by email, or my preferred App … the telephone.

My dad had Parkinson’s so getting to appointments could only be done by medical transport and it was involved to say the least.

I told the doctor about how displeased we were with the communication from his front office, (I think I may have used the word “brutal”) and he told me that she was his wife. I quit the doctor as soon as dads test results were in.

OMG, how awful! I’m sorry you had to go through that.

[brandrea]

Originally Posted by KathleenL

OMG, how awful! I’m sorry you had to go through that.

Same to you.

I hope the operation goes very well


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[Andad]

On one visit my doctor kept me waiting for 15 minutes.

I left.

He rang me later that day and apologised.

He promised not to do it again.

Hope your op goes ok.

[walds11]

Originally Posted by Andad

On one visit my doctor kept me waiting for 15 minutes.

I left.

He rang me later that day and apologised.

He promised not to do it again.

Hope your op goes ok.

OMG, I hate waiting like this and have been tempted to leave many times. I start pacing in the waiting area to be called back or exam room waiting for the doc.

[Barbara_C]

in another

Originally Posted by Andad

On one visit my doctor kept me waiting for 15 minutes.

I left.

He rang me later that day and apologised.

He promised not to do it again.

Hope your op goes ok.

that would be heaven sent....I've sat there like an idiot for 3 hours then they tell me she had to run back to the hospital.....they would put be down for 9 am? in three weeks

[Pw92676]

Based on your description, I would agree to switch practices. The prior doctor should already know about his staff, no need to contact him. Just move forward. All the best for your upcoming cataract surgeries :)

[Maleg]

I see this all the time. There are several large health care corporations in my area that pretty much run everything. There are very few independent physicians that run their own office (business). Almost everyone is an employee of a corporation.

The staff are typically horrible. I was hit by a car and had recurring back pain a year on. The run around I got from staff to get an MRI done was crazy. The doctors suggested I pay for it out of pocket. I couldn't even get PT arranged through the local offices. Nobody cares. It's all about the money.

The doctor I see for my back is four hours away in another state and runs his own office. The staff there are great.

[Blansky]

I've almost always had a hockey relationship with all my doctors. I played hockey with them.

When I lived in Northern California for 20 years I played with my internist, orthopedic doc, urologist, chiropractor and everyone but my dentist. If I had an issue, just texted them and was into see them in a few hours or the next day. So spoiled.

Then I moved to LA and had start finding docs again. What a shit show. Dumped the dentist because the receptionist was a moron who kept messing up our appointments and insurance. Took a month to get into a urologist, don't have a orthopedic doc yet but I found a hockey guy as a dental surgeon who did a root canal the next day.

I can't imagine for people who are truly unhealthy how they have to deal with the assembly line, wait a month for an appointment, etc etc

[KathleenL]

Originally Posted by Andad

On one visit my doctor kept me waiting for 15 minutes.

I left.

He rang me later that day and apologised.

He promised not to do it again.

Hope your op goes ok.

That's the issue my husband has with the front office staff. He'll get there on time for his appointments, and will be left waiting for ages with no explanation whatsoever. More than once he's gotten up and left. But he *has* to be seen every so often in order to get prescriptions for the glaucoma drops.

Originally Posted by Pw92676

Based on your description, I would agree to switch practices. The prior doctor should already know about his staff, no need to contact him. Just move forward. All the best for your upcoming cataract surgeries :)

Perhaps the doctor should know about his staff, but I don't think he does. If he did, someone else would be in charge of scheduling surgeries! I mean, they have me scheduled for the last week of October for the first surgery, so this idiot woman probably thinks, "oh, there's plenty of time to get the paperwork to her." But my cataracts are not my only health issue, and I need to be scheduling other appointments and tests, and when I can do those appointments and tests will depend somewhat on what the post surgical restrictions are. For example, I know that no eye makeup is allowed for a period of time, and washing my hair in the shower will be different because you have to be careful of the water on your face and rubbing it off your eyes, etc. If I'm going to be staying at home, not leaving the house, I'm totally ok with not taking a shower or washing my hair. But that doesn't apply if I have to leave the house and go to an appointment or test.

Originally Posted by Blansky

I've almost always had a hockey relationship with all my doctors. I played hockey with them.

When I lived in Northern California for 20 years I played with my internist, orthopedic doc, urologist, chiropractor and everyone but my dentist. If I had an issue, just texted them and was into see them in a few hours or the next day. So spoiled.

Then I moved to LA and had start finding docs again. What a shit show. Dumped the dentist because the receptionist was a moron who kept messing up our appointments and insurance. Took a month to get into a urologist, don't have a orthopedic doc yet but I found a hockey guy as a dental surgeon who did a root canal the next day.

I can't imagine for people who are truly unhealthy how they have to deal with the assembly line, wait a month for an appointment, etc etc

Yep! The orthopedic surgeon to whom I was referred after my cervical spine MRI said that it took him 6 months to get his mother-in-law in to see a neurologist. You'd think a doctor would get a little bit of priority...

[Pw92676]

Originally Posted by KathleenL

Perhaps the doctor should know about his staff, but I don't think he does. If he did, someone else would be in charge of scheduling surgeries! I mean, they have me scheduled for the last week of October for the first surgery, so this idiot woman probably thinks, "oh, there's plenty of time to get the paperwork to her." But my cataracts are not my only health issue, and I need to be scheduling other appointments and tests, and when I can do those appointments and tests will depend somewhat on what the post surgical restrictions are. For example, I know that no eye makeup is allowed for a period of time, and washing my hair in the shower will be different because you have to be careful of the water on your face and rubbing it off your eyes, etc. If I'm going to be staying at home, not leaving the house, I'm totally ok with not taking a shower or washing my hair. But that doesn't apply if I have to leave the house and go to an appointment or test.

If the doctor doesn’t already know, it’s his/her issue. It’s hard to know how booked out his/her surgery schedule is and other variables. Surgery scheduling is not cookie cutter; experiences are different across the board, just go with who you feel comfortable with.

As far as wait times: they are a reality. Demand > supply. Of all places, Rolex fans probably understand lol. Doctors don’t grow on trees, especially specialists and subspecialists. Waits happen because some visits run over and it’s not fair for a doctor to say “your out of time, I’m going to cut this visit short to move on to my next one so that patient doesn’t have to wait.” The response of scheduling less people is fine…if patients could accept waiting longer for appointments etc, but that’s not always ideal.

I say this in jest: the next time you find yourself waiting in line at the doctors office, or at a TSA line or any other seemingly endless line…the wait will be shorter than that for a steel Daytona at your local AD :)

[KathleenL]

Originally Posted by Pw92676

If the doctor doesn’t already know, it’s his/her issue. It’s hard to know how booked out his/her surgery schedule is and other variables. Surgery scheduling is not cookie cutter; experiences are different across the board, just go with who you feel comfortable with.

As far as wait times: they are a reality. Demand > supply. Of all places, Rolex fans probably understand lol. Doctors don’t grow on trees, especially specialists and subspecialists. Waits happen because some visits run over and it’s not fair for a doctor to say “your out of time, I’m going to cut this visit short to move on to my next one so that patient doesn’t have to wait.” The response of scheduling less people is fine…if patients could accept waiting longer for appointments etc, but that’s not always ideal.

I say this in jest: the next time you find yourself waiting in line at the doctors office, or at a TSA line or any other seemingly endless line…the wait will be shorter than that for a steel Daytona at your local AD :)

Well, luckily I don't want a steel Daytona! I'm perfectly happy with my Datejust and don't need or want another Rolex.

Yes, I know that each office has different schedules, but that doesn't excuse this woman's total lack of follow through. I mean, how difficult would it have been to have hit "send" on an e-mail to me with the documents, and then call me to say "I just sent them to you," or to call and say, "I'm sending the documents to you" and then hang up and hit "send"? She called me on Tuesday morning to say she was sending them to me THAT DAY and here it is Friday night approaching 8:00 p.m. and she still hasn't sent them.

[swils8610]

No…I left a doctor because of the unacceptable wait times. His staff was wonderful.


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[KatGirl]

Sounds like you did the right thing. I had cataract surgery, in both eyes, 2 weeks apart, about 6 months ago, and it was smooth sailing, though all those drops afterwards were annoying. Thankfully, my Doctor and his staff were great. The procedure, though weird, wasn’t bad. I’ve also had stents, so see a cardiologist twice a year. Luckily that Dr. and staff are very professional, as well. It’s good that you are taking care of yourself.

Nurse Kat


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[KathleenL]

Originally Posted by KatGirl

Sounds like you did the right thing. I had cataract surgery, in both eyes, 2 weeks apart, about 6 months ago, and it was smooth sailing, though all those drops afterwards were annoying. Thankfully, my Doctor and his staff were great. The procedure, though weird, wasn’t bad. I’ve also had stents, so see a cardiologist twice a year. Luckily that Dr. and staff are very professional, as well. It’s good that you are taking care of yourself.

Nurse Kat


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I was seeing a wonderful cardiologist from 1993 until he retired in 2015. After he retired, my PCP would issue the refill prescriptions for my blood pressure medications. Then, when I had my little "cardiac event" (the doctors called it a "little heart attack" but my Hubs doesn't like it when I say I had a heart attack) in early 2018, one cardiologist took me on as a patient and another (an interventional cardiologist) in his office did my stent. The last time I had an appointment with my cardiologist was in January of this year. Then, I got a letter from him in May saying that he had decided to retire at the end of June! So, I thought, OK, I'll just switch to the other (interventional) cardiologist in his office, because he's done a total of three cardiac catheterizations on me (one stent placed - during the first cath), but before I had a chance to call to switch my next scheduled appointment to him, *he* sent a letter saying he was leaving that office! Something had to have been going on with the management there, because "my two guys" were not the only ones to leave. But, "my second guy" is still in the same building, just in another practice, and I do have an appointment scheduled with him.