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Rude GI Office Manager! What would you do?
I am at my wits end with the way the Office Manager at our GI conducts herself on the phone. We have only been to the office one time at this point. He is recently Dx, and yes we are being pro-active about his care, but we don't call everyday. Should it be a crime to inquire about blood work that is very important to the treatment?
Any suggestions on who to speak to about her behavior?
Strike one: Hubby calls Hospital to schedule Bx. They call the Drs. Office and it is a 3 way call now. She(the offfice manager) is not aware Hubby is on the phone also. She tells the Scheduling person."He already called here this morning! What a nucense." The Scheduling lady was pretty appauled, and said she would call him back.
Strike two: He called this morning to see if HCV RNA blood work was in, and Bx results. He asked to speak to so and so, and the OM asks to take a message for her. He gives his name, and she makes the snide remark "didn't you call last week?"
Now I am mad :(, and my Hubby feels that he shouldn't call them.
Any suggestions on who to speak to about her behavior?
Strike one: Hubby calls Hospital to schedule Bx. They call the Drs. Office and it is a 3 way call now. She(the offfice manager) is not aware Hubby is on the phone also. She tells the Scheduling person."He already called here this morning! What a nucense." The Scheduling lady was pretty appauled, and said she would call him back.
Strike two: He called this morning to see if HCV RNA blood work was in, and Bx results. He asked to speak to so and so, and the OM asks to take a message for her. He gives his name, and she makes the snide remark "didn't you call last week?"
Now I am mad :(, and my Hubby feels that he shouldn't call them.
I have had similar experiences but I let it go and I'm glad I did. I chose the 'internal' path. That is, I adjusted my expectations. It would have to be pretty bad for me to say something.
I'm in the catch-more-flies-with-honey mindset. So the OM is in the wrong. Fine. Why not compasionately explain to OM that this is a very stressful time for you, ackowledge that you're adding to her workload, tell her you need all the support you can get, and ask if she can try to be understanding during this difficult time. Throw her a compliment if you can, but take it from me, comments about the derrierre, event when meant to be flattering, don't seem to pay dividends.
Sure there's a temptation to clash against her combativeness, but she probably doesn't realize or hasn't considered the pain she's causing. By reaching out, maybe you can have a positive impact on how she views her job and how she treats other patients. Think "How would David Caridine (as Kung Fu) or Mrs Partidge, or Mr. Brady handle this?" There lies your answer grasshopper.
PS Taking a nice coffee cake, or flowers, or something always brightens up a medical office.
Sure there's a temptation to clash against her combativeness, but she probably doesn't realize or hasn't considered the pain she's causing. By reaching out, maybe you can have a positive impact on how she views her job and how she treats other patients. Think "How would David Caridine (as Kung Fu) or Mrs Partidge, or Mr. Brady handle this?" There lies your answer grasshopper.
PS Taking a nice coffee cake, or flowers, or something always brightens up a medical office.
Some really good posts. My only addition is you need a really good fit with the team that is treating your husband - if he is a Genotype 1, he will be going on a regular basis for at least a year. You want to feel comfortable with your doctor, NP, and office staff - not like an inconvenience. This may be more of an issue when your hubby gets riba rage#$R%! Just a thought....I wish you both good thoughts.
Some really good posts. My only addition is you need a really good fit with the team that is treating your husband - if he is a Genotype 1, he will be going on a regular basis for at least a year. You want to feel comfortable with your doctor, NP, and office staff - not like an inconvenience. This may be more of an issue when your hubby gets riba rage#$R%! Just a thought....I wish you both good thoughts.
First of all, I'm sorry you experienced this.
Especially the 3 way conversation and the snide remark that didn't your husband call before.
The doctor may be unaware of the attitudes of his staff.
I had a similar problem when I first started TX. After 2 weeks of what I considered rude behavior, I faxed a letter, which I knew was CERTAIN to be read by his office staff, first, and which they would be required to forward to him as it requested medical info, and stated that, while I was pleased with the Doctor's skill, knowledge and expertise, I felt as though I'd
there had been some communication problems.
I went into great detail about the specific issues. I stressed that I understood how very busy they were and how many patients they'd no doubt seen and how my particular condition, although new and terrifying to me was probably routine to them, but emphasized I would appreciate having my concerns addressed.
The next time I saw the Dr., he, the receptionist and the office manager couldn't have been nicer. I think that faxing my concerns rather than calling and complaining on the telephone, or in person, gave them a heads up I was serious and made them check themselves without my having to throw a tantrum.
Better for all involved.
It's not so easy to just switch Dr.s, so if your husband is satisfied with his, then it seems to me it might be worth the effort to try and straighten out the
office staff issues.
I'd try to resolve the problems politely but firmly as those people have a LOT of power and control with regards to that all-important paperwork.
Good Luck.
Wyntre
Especially the 3 way conversation and the snide remark that didn't your husband call before.
The doctor may be unaware of the attitudes of his staff.
I had a similar problem when I first started TX. After 2 weeks of what I considered rude behavior, I faxed a letter, which I knew was CERTAIN to be read by his office staff, first, and which they would be required to forward to him as it requested medical info, and stated that, while I was pleased with the Doctor's skill, knowledge and expertise, I felt as though I'd
there had been some communication problems.
I went into great detail about the specific issues. I stressed that I understood how very busy they were and how many patients they'd no doubt seen and how my particular condition, although new and terrifying to me was probably routine to them, but emphasized I would appreciate having my concerns addressed.
The next time I saw the Dr., he, the receptionist and the office manager couldn't have been nicer. I think that faxing my concerns rather than calling and complaining on the telephone, or in person, gave them a heads up I was serious and made them check themselves without my having to throw a tantrum.
Better for all involved.
It's not so easy to just switch Dr.s, so if your husband is satisfied with his, then it seems to me it might be worth the effort to try and straighten out the
office staff issues.
I'd try to resolve the problems politely but firmly as those people have a LOT of power and control with regards to that all-important paperwork.
Good Luck.
Wyntre
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