Rude GI Office Manager! What would you do?

[Fighting-this-Together]

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.

[TashaZZ]

I too would write a letter and describe the office manager's behavior in objective terms and unemotional as possible.  (like Dragnet - Joe Friday - just the facts )let the Dr. make his own judgement.

Or ask when visiting the DR if there could be another person in the office who could serve as your contact and again describe the OM's behavior in objective terms. Good Luck!  It is always awful  to get poor service especially a person's health is iinvolved!  

[GSD]

Maybe I've just been in dogs too long, but when training dogs you don't reward bad behaviour.  If you inform the Doctor of his OM's bad behaviour it is up to him to deal with her as he sees fit.  IF she is nicer after that, then perhaps a plant or something nice (donuts are good) for the office to show there are no hard feelings.  I think that idea pretty much compiles all the suggestions.  Sometimes people are just full of their own self worth.  God complex I call it and nothing, but nothing, will change their attitude.  Then I guess it boils down to, if you like the Doctor, you have to put up with the OM.  Maybe OM stands for OBVIOUSLY MISBEHAVED!!!

Appreciate the "Kung Fu" jokes.  Funny.
tata
GSD

[jmjm530]

Goofy: How would David Caridine..
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I saw "Kill Bill" too. The David Caridine character probably would have done in the office manage with a poisoned dart. On a more serious note, I agree that your 'contrarian' approach can often be effective, if one has the time and inclination, but I still see nothing wrong with reporting gross rudeness and inconsideration to the boss, in this case being the doctor. If not for you, perhaps for those patients that follow. The one or two times I made those calls the problem cleared up immediately and dramatically. I do agree, however, that "nice butt" and
"nice ****"  must be used with discretion. Not speaking of which, isn't it around time you had one of those benchmark tests?

-- Jim

[wyntre9]

OK.

I confess the other REAL reason my relationship with the OM and receptionist and, by default, the Doctor, improved so much is coz I started bringing them Dunkin Donuts, coffee and bagels.

Those times I was scheduled for an appointment during a winter storm and I showed up bearing hot coffee, I racked up big time points!

But, seriously, after the faxing back and forth and the initial animosity and then the olive branch extended, I learned it was me, too.

When I tried to be more considerate and understanding of them, the favor was returned with interest.

SO, the moral of the story is, if honey doesn't work, try Dunkin Donuts.  :)

Flguy

Flowers for a colonoscopy!  And you opted for tootsie rolls instead?  

I'm wondering what kind of message that sent, especially to a GI!  hahahaha

[FlGuy]

I like your theory and I generally agree.  I had a follow-up appoint with the colonoscopy doc and thought about bringing flowers to the office.  Decided that it might be sending the wrong message.  Brought Tootsie Rolls for the staff instead.

[Fighting-this-Together]

I think I like your take on this.
My Husband kind of did that already :D By telling the "nice girl" that called to give him the genotype and VL. Even though this is routine to all of you, it is very serious to me.Then explained the "rudeness" he has experienced. I should probably stay out of it. I will be writing it down and letting the Dr. know though.