Category Archives: Customer Service

Doctor’s Office Blues

We’ve all experienced it, that punched-in-the-gut feeling you get when you’ve been betrayed or when someone or some situation hurts you deeply.  It’s like a sickening cloud that moves back and forth between your head and your stomach and you can’t escape it.  One of those clouds is threatening to control me at this very moment.

I have a very close relationship with my doctor.  He’s seen me through many of life’s ups and downs, and he’s one of the sweetest, kindest men I know.  My access to his care and advice is only a phone call or an e-mail away any time of the day or night thanks to a paid membership in a concierge medical program, which I pay in addition to my health insurance.   Although the extra fee is a struggle sometimes, we all enjoy the benefits of this membership.

Conversely, my relationship with my doctor’s staff–nurses, medical assistants, office manager, etc.–and the service that I receive from them has been much less than could be expected.  Many times over the past several years, messages I have left for the doc have not been delivered, prescriptions have not been sent to pharmacies in a timely manner, and referrals for procedures have taken longer than they should.  With my membership, I am entitled to same day and next day appointments with the doctor, if necessary, but his staff has tried to put me off many times, even when the doctor has personally told me to tell them to get me in a certain day and time. Continue reading Doctor’s Office Blues