Frustrated at the Doctor's office staff!
I know people, especially a busy surgeon's office, are busy. Who isn't? But when someone tells you that they will pull your chart and give it to the appropriate person...why don't they do it?
When the person that confirms authorization says she'll call you back, why doesn't she?
I've been waiting over 3 weeks to get a 2nd appointment with my surgeon. ALL of my tests have been done for 4 weeks.
I've called 2 times a week and each time I hear "I'll pull your chart and (person's name) will review it and call you back later today."
I wait 2-3 days and call back. I get the same response.
After the 3rd call back, I explain that 1) you said that to me the last 2 times--why didn't you pull my chart then? (no response) and 2) *authorization person* doesn't call me back...why is that? Answer: "we are short a gal and it's busy here. " (And I'm not busy???)
4th call-I asked to speak directly to *authorization person* and was told that she was on the phone but they would leave her a message to return my call. I waited 5 hours and called back. "*authorization person* has left for the day, can she call you back on Monday?" I, again, leave my number and wait.
Monday comes and goes, I call Tuesday. "I'll pull your chart and have *authorization person* review and call you back." (Ut-oh, here we go again). I explain that I've called 5 times and gotten this same answer ALL 5 TIMES!! I am put on hold where I figure I am going to sit in 'hold heaven' but a few minutes later *authorization person* comes on the phone and says "I called 'so and so' at your insurance company 10 days ago and she's not called me back. I guess I'll call her again to find out what is going on." (You GUESS you'll call her again??~sheesh~) She proceeds to tell me that they-the insurance company- hadn't received all my clinicals. I asked what she meant by clincals and find out she means all my tests. But *authorization person* stated she HAD faxed them to the insurance company on the day that she spoke with 'so and so'.
That was 5 days ago. Guess what?? Yep, no return phone call.
This whole process had gone smoothly up to this point. I had hoped to have the surgery done the end of July but that's definately not going to happen now.
Thanks for allowing me to vent. I really do love my surgeon but this just makes me want to pull my hair out and find another surgeon.
~kelly jo
When the person that confirms authorization says she'll call you back, why doesn't she?
I've been waiting over 3 weeks to get a 2nd appointment with my surgeon. ALL of my tests have been done for 4 weeks.
I've called 2 times a week and each time I hear "I'll pull your chart and (person's name) will review it and call you back later today."
I wait 2-3 days and call back. I get the same response.
After the 3rd call back, I explain that 1) you said that to me the last 2 times--why didn't you pull my chart then? (no response) and 2) *authorization person* doesn't call me back...why is that? Answer: "we are short a gal and it's busy here. " (And I'm not busy???)
4th call-I asked to speak directly to *authorization person* and was told that she was on the phone but they would leave her a message to return my call. I waited 5 hours and called back. "*authorization person* has left for the day, can she call you back on Monday?" I, again, leave my number and wait.
Monday comes and goes, I call Tuesday. "I'll pull your chart and have *authorization person* review and call you back." (Ut-oh, here we go again). I explain that I've called 5 times and gotten this same answer ALL 5 TIMES!! I am put on hold where I figure I am going to sit in 'hold heaven' but a few minutes later *authorization person* comes on the phone and says "I called 'so and so' at your insurance company 10 days ago and she's not called me back. I guess I'll call her again to find out what is going on." (You GUESS you'll call her again??~sheesh~) She proceeds to tell me that they-the insurance company- hadn't received all my clinicals. I asked what she meant by clincals and find out she means all my tests. But *authorization person* stated she HAD faxed them to the insurance company on the day that she spoke with 'so and so'.
That was 5 days ago. Guess what?? Yep, no return phone call.
This whole process had gone smoothly up to this point. I had hoped to have the surgery done the end of July but that's definately not going to happen now.
Thanks for allowing me to vent. I really do love my surgeon but this just makes me want to pull my hair out and find another surgeon.
~kelly jo
I have the same dammm problem with this office staff, they are horrible, unprofessional office staff. After my surgery I had a follow up 2 weeks later my appointment was for 12pm and they did not take me in until after 1pm. I am hoping that I never need anything from these people and deal with my primary care Doctor instead... If I was to do this over again I would change the surgeon because of the office staff...
Any dont let anyone tell you if your nice to them they will be nice to you... IT DOESN'T WORK...
Good luck...
Any dont let anyone tell you if your nice to them they will be nice to you... IT DOESN'T WORK...
Good luck...
Unfortunately I think they are ALL the same. My surgeons office took about 2 months before they turned in my paperwork. Something about a broken dictation machine,,anyway I called almost everyday and I don't think they were very happy but you know what they say..."The squeaky wheel gets the grease.." LOL.. Good Luck!
Hugs, Tiffany
Hugs, Tiffany
I must of hit the office on a good week.
I called the office to find out they did not have all the test results. The hardest part i found was trying to get all the test results into the office.
Some of the Doctor's they recomended were not the greatest of Doctor's. At the Cardio Doctor's office, it seem all the office help had bad attitudes. While I was waiting to be seen a man next to me said "Wow their all Mean Looking here" and you could here them argue with some of the patients. I would never go to them again. it was 4 weeks and Dr. G's office still never received the results. I had to call that office 3 times just for them to fax it to Dr. G's office.
Onece that was done acouple of days later I called Dr G's office again and she told me I was all set, she would give it to Dr on Monday. Tuesday they called and gave me my 2nd apointment for 2 weeks later. I went to my appointment and I was told they would call me tomorrow with a date which should be a month later. It did take more like a week to get the date and the date was 2 1/2 months. I don't understand why you have to wait over 2 months for the surgery but at least now I have a date.
Its just the waiting game, You just want to go through it and not wait so long. You get nervous and excited. Hope you get a appointment soon Kelly
I called the office to find out they did not have all the test results. The hardest part i found was trying to get all the test results into the office.
Some of the Doctor's they recomended were not the greatest of Doctor's. At the Cardio Doctor's office, it seem all the office help had bad attitudes. While I was waiting to be seen a man next to me said "Wow their all Mean Looking here" and you could here them argue with some of the patients. I would never go to them again. it was 4 weeks and Dr. G's office still never received the results. I had to call that office 3 times just for them to fax it to Dr. G's office.
Onece that was done acouple of days later I called Dr G's office again and she told me I was all set, she would give it to Dr on Monday. Tuesday they called and gave me my 2nd apointment for 2 weeks later. I went to my appointment and I was told they would call me tomorrow with a date which should be a month later. It did take more like a week to get the date and the date was 2 1/2 months. I don't understand why you have to wait over 2 months for the surgery but at least now I have a date.
Its just the waiting game, You just want to go through it and not wait so long. You get nervous and excited. Hope you get a appointment soon Kelly
I feel your pain and agree... it is all surgeon's offices. I've been through very similar experiences.
The decision to have WLS is one of the biggest, most exciting/scary decisions that you will ever make. It is a BIG deal to you. Unfortunately, for the office staff..... it's just their day job. Does that suck? Yup. But sorry to say you gotta deal with it. If it helps, try to look at it as "dues" you need to pay to get the surgery.
Both my husband and I recently had Realize Band surgery and we went through ALOT to get it approved and scheduled. Our doc's medical secretary said to us "You guys were the most persistent patients I've ever seen". I took that as a huge complement! And we just smiled because we had just had our POST-OP visits!
But in all seriousness..... keep calling, keep a log and try very hard not to get frustrated. Expect that it will take you a half dozen calls to get what you want and be pleasantly surprised when it comes through in 3 calls. Don't give up though and don't leave your fate to the folks in the office where you are just another number. Be kind but firm when you call and keep following up. It will all be worth it in the end.
Good luck and I hope you are pleasantly surprised soon!.
The decision to have WLS is one of the biggest, most exciting/scary decisions that you will ever make. It is a BIG deal to you. Unfortunately, for the office staff..... it's just their day job. Does that suck? Yup. But sorry to say you gotta deal with it. If it helps, try to look at it as "dues" you need to pay to get the surgery.
Both my husband and I recently had Realize Band surgery and we went through ALOT to get it approved and scheduled. Our doc's medical secretary said to us "You guys were the most persistent patients I've ever seen". I took that as a huge complement! And we just smiled because we had just had our POST-OP visits!
But in all seriousness..... keep calling, keep a log and try very hard not to get frustrated. Expect that it will take you a half dozen calls to get what you want and be pleasantly surprised when it comes through in 3 calls. Don't give up though and don't leave your fate to the folks in the office where you are just another number. Be kind but firm when you call and keep following up. It will all be worth it in the end.
Good luck and I hope you are pleasantly surprised soon!.
Thank you all for allowing me to vent and responding that I'm not alone. 
I did hear back this morning from the office...for some reason they couldn't locate the letters from my PCP and Cardiologist nor could that locate the letter from my nutritionist.
I called each of them to ask that those letters be faxed over today.
I ended up going to each place and getting the copies of the letters myself and in turn faxed them to the doctors office. There will be an over abundance of paperwork but I figured the more the better!
I'll just keep hanging in there! I'm down a total of 30 pounds (I gained back 2 pounds last week ~grrr~) since the start of this journey so I know I'm heading in the right direction. It will happen when it happens. Just happen already, darnit!!!
~kelly jo
I did hear back this morning from the office...for some reason they couldn't locate the letters from my PCP and Cardiologist nor could that locate the letter from my nutritionist.
I called each of them to ask that those letters be faxed over today.
I ended up going to each place and getting the copies of the letters myself and in turn faxed them to the doctors office. There will be an over abundance of paperwork but I figured the more the better!
I'll just keep hanging in there! I'm down a total of 30 pounds (I gained back 2 pounds last week ~grrr~) since the start of this journey so I know I'm heading in the right direction. It will happen when it happens. Just happen already, darnit!!!
~kelly jo
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