Unfortunately, I'm stuck in a position where I need to complain about the front desk staff at my doctor's office. Let me start by saying that I am very happy with my doctor, his assistants and colleagues, and the medical assistants. However, the front desk staff seems to want to play gate keeper instead of taking messages for the doctor.
In several cases, they've failed to get messages to our doctor or his PA-C, or they won't take a message at all. It is a huge problem because I have a serious condition that requires the care of this specialist and his team. Nobody else knows how to handle it because it is literally a 1 in 1 million diagnosis.
This past week, I was in the ER twice for a flare-up and hadn't gotten any relief. My husband called the specialist's office to tell him what had happened, and to ask him if a short term hospitalization to treat the symptoms was an option. I am also pregnant, so it is extremely important that the condition is managed correctly. We were told that the Dr., his PA-C, and the other specialist that knows my case were all out of the office. There was one doctor in the office, but the front desk would not leave a message for my doctor, the PA-C, the doctor in the office, or even their medical assistant. My husband called back again to try to leave a message, and was told that they were all out of town and there was no way they could be reached. This didn't sound right, since they don't normally take off minor holidays.
I have a friend that works at a different office, and knows my doctor personally. My doctor is the head of the department and travels frequently, but he is very good about calling back and getting me care. My friend let me know that the doctor was in town. In fact, the doctor was working rounds at the hospital and was on call. There was no reason why I should have been told that he couldn't be reached. His PA-C was simply at another office, and could have been reached as well. My friend got a message to my doctor, and the doctor called right back. After that point, I was cared for and didn't have issues.
Have you had to complain before? I was advised to contact the patient advocate with the medical center by the head of the patient support group I am a member of. What would be the best way to tell them that it is not okay for the medically untrained front desk staff to decide when and when I can't leave messages for my doctor? (Especially when I have a condition that can be life-threatening, had multiple ER trips in a week, am pregnant, and really need help.)
In several cases, they've failed to get messages to our doctor or his PA-C, or they won't take a message at all. It is a huge problem because I have a serious condition that requires the care of this specialist and his team. Nobody else knows how to handle it because it is literally a 1 in 1 million diagnosis.
This past week, I was in the ER twice for a flare-up and hadn't gotten any relief. My husband called the specialist's office to tell him what had happened, and to ask him if a short term hospitalization to treat the symptoms was an option. I am also pregnant, so it is extremely important that the condition is managed correctly. We were told that the Dr., his PA-C, and the other specialist that knows my case were all out of the office. There was one doctor in the office, but the front desk would not leave a message for my doctor, the PA-C, the doctor in the office, or even their medical assistant. My husband called back again to try to leave a message, and was told that they were all out of town and there was no way they could be reached. This didn't sound right, since they don't normally take off minor holidays.
I have a friend that works at a different office, and knows my doctor personally. My doctor is the head of the department and travels frequently, but he is very good about calling back and getting me care. My friend let me know that the doctor was in town. In fact, the doctor was working rounds at the hospital and was on call. There was no reason why I should have been told that he couldn't be reached. His PA-C was simply at another office, and could have been reached as well. My friend got a message to my doctor, and the doctor called right back. After that point, I was cared for and didn't have issues.
Have you had to complain before? I was advised to contact the patient advocate with the medical center by the head of the patient support group I am a member of. What would be the best way to tell them that it is not okay for the medically untrained front desk staff to decide when and when I can't leave messages for my doctor? (Especially when I have a condition that can be life-threatening, had multiple ER trips in a week, am pregnant, and really need help.)
