Friday, May 04, 2012
WHO IS AT FAULT?
We have multiple doctors: PCP (Primary Care Physician); Cardiologist; Pulmonary Specialist; Urologist; Dermatologist; Cancer Care Physician; Gynecologist; Orthopedic Pain Specialist. The majority of these offices have very prompt, courteous and efficient methods of dealing with our phone calls. One, our PCP, has a terrible communication system.
Usually we get one of three receptionists who will attempt to answer our concern (though they are not RNs or LPNs or medical aides) and then give us a long dissertation on how the insurance system works (or doesn't work) and then tells us the nurse will get back with us. The nurse does not get back with us. Occasionally the receptionist will put us on hold and we listen to Muzak until we can't stand it any longer and hang up. This has to happen several times before we actually get the nurse who then repeats the dissertation on how the insurance system works that we already got from the receptionist. Our question has nothing to do with the insurance system. We can never get to the doctor between visits unless we have an emergency and then we are told to call 911.
We love our PCP but she has had five different nurses in the nine years we have been seeing her. The one we liked was with her five years and the other four have been with her the next four years. We do not want to complain because we are not sure just who is to blame. Yes we are not her only patients, but as far as we are concerned we ARE her only patients. Know what I mean?
Is the staff at fault, is the doctor at fault or is the management company for this group of physicians at fault? We do not want to change doctors but it could be our best alternative. Then the question of "will we be any better off?" would remain.