Horrible day, trying to think things through rationally...really long post

Thanks for the feedback.

As an update, I did go to the class, it was a good mix of old and new info.  I had to "stay after class", because Dr. Abkin, Dr. Bertha's partner, wanted to visit with me.  Someone had alerted him to my post, and he wanted to follow up.  I'm glad that he did.  I'm sorry that it took a rant to get my concern raised with the docs.  I"m sure if I hadn't posted, the docs would not have been alerted to my concerns. 

I realize I'm one of 10,000 in their practice, and they are good at communicating how busy and important they are.  I'm hoping this showed them that each patient is important too (and most of us are pretty dang busy as well).

As I told him, it's all in the delivery - they had three opportunities to say "I'm really sorry this happened to you, I wish I could change things".  If it had been delivered like that, I would still be all warm and fuzzy.   I'm trusting his word that he'll follow up with the staff.  I'm hoping that the nurse manager will see this as a learning opportunity, and that she doesn't hold a grudge.  And I'm really looking forward to having the surgery!

Again my bias coming through - but that's typical for Doctor Abkin, and the rest of the ALS Doctors. They truly care for each and everyone of their patients. They know, their success is based on their patients success (and vice-versa).

I hope this is a lesson for EVERYONE. Many times the Doctors are unaware how their office staff interacts with patients. Sad I know, especially when these office staff are the front-line by which many people base their impressions on the practice from. Always talk to the Doctor if you're not getting the attention and/or being treated in a professional manner. Bottom line, you are PAYING for this service. Demand satisfaction !!

Thanks Tom.  I know he was disappointed that I posted, but I'm pretty sure he would never have heard about it if I hadn't, so I'm glad I did.

Elizabeth

 

While I am not 100% sure, I don't think he was dissapointed what you posted (unless he said that to you) but I think he's more dissapointed with his staff.

Well let's hope that's water under the bridge, and move on

Yup, definitely water under the bridge on my end.

Only 5 days to go - when did you hear from the hospital before your surgery about when to show up, etc.?  I haven't heard from anyone...

You're asking someone who is anal-retentive, but usually they will call the night before with all the instructions.

However, I would suggest making sure (A) calling your Insurance company and confirm your approval and get a approval number (along with the name/id of the person you spoke to) (B) call ALS to make sure they have everything from your insurance company (C) call the hospital and see if someone can at least tell you that you're on their schedule.

Finally, I had my operation at Saint Peters. I remember I had to go down there and speak to someone who instructed me what I needed to do the night before and the day of surgery. Plus they went over where I had to go, and what would happen. Not sure where you're having your operation done, and what their procedures are

Thanks Tom, nice to hear that someone else is like me about that stuff.  I know it's days away, but I feel better when I can plan things in advance (yes, I use a spreadsheet when I pack for vacation).

I think I'll call the hospital right now.

:-)

Glad everything worked out for the best!!! Dr. A is an amazing surgeon and a superb doc! Truly cares about his patients, as I'm sure Dr. B and Dr. Iannance do too. I'm kind of partial tho...LOL

Just and FYI....the docs, office staff do read this website and the forums. So it's good you voiced your opinions and thoughts!!! You're going to be seeing these people for many years to come....start off on the right foot!!

Good luck and congrats on your surgery!!!

Thanks Kimi, I was pretty impressed with his response.

Oh man!!  I was there the day that happened to you!  I was in the waiting room when they told you about being there on the wrong date.  I also recall how upset your husband was when he came in to meet you.  You are absolutely right about his office staff.  They are not professional or even compassionate at all.  I've been experiencing my own problems with them as well.  I've left messages for the Office Manager and doctor EVERYDAY for a week now and have yet to receive a returned call.  I can't believe it!  I never thought I would receive this kind of treatment from Dr. Bertha's office.  And just like with you, I'm put on hold for long periods of time then they return to the phone and tell me that the person is very busy and will return my call.  Busy with whom?  Am I not a patient from the practice?  But failing to return my call is a problem.

They are trying to bill me for services rendered back in 2006 claiming that they never received my referral.  Do you know how many appointments I've had with this office since 2006?!  I believe at this point that they misplaced the referral or forgot to submit the claim and now want me to pay for their mistake.  In any event, they refuse to speak with me and one person advised me to Email the doctor through one of the clerk's email address and they would forward my notation to Dr. Bertha and get back to me.  If my issue or complaint is with the staff, why would I have to send mail to the doctor through them?!  Doesn't make sense.  And like you, I never raised my voice or became irrate, although I had and still have every reason to be.  I'm really disappointed in the service there.  It was not like this at all before.  I've been advised by many to find another doctor.  But I really like Dr. Bertha and would hate to leave him.  I already had to involuntarily switch from him once due to a change in my insurance and I just, finally, got back to him.  Now I have to put up with this nightmare.  Not sure what I'm going to do at this point. 

Please explain to me how you DEMAND payment of a bill from 2006 that you never even mentioned or made me aware of until 2010 and REFUSE treatment until it is paid.  No ifs, ands or buts.  Totally unfair an unreasonable.  Wish there was a way I could prove that they actually had the referral.