I also noticed that the same clinic that had such wonderful telephone service also did some strange things when I finally got to see a nurse person. First, she took me and two other patients and parceled us out to three small, cluttered rooms which had a counter and one chair. Then I sat and waited until she returned and had me partially undress and try to void my bladder into a large test tube after she left. When she returned in about fifteen minutes I had had no success so she asked me to try again and left. The next time she returned also after about fifteen minutes and did some stuff like reinstalling my catheter etc. It finally dawned on me that she had been taking care of all three of us.
On another occasion I had spent the entire morning going through a bladder voiding test and the nurse monitoring the test told me we should be done before noon. During this test the bladder spasms, which is quite painful. Noon passed and she had not returned so I checked with the desk and was told she had gone to lunch and wouldn’t be back until one. I spent over an hour in agony walking in circles around the corridor outside the clinic’s office before she returned.
Then there was the time I tried to find out when some surgery was scheduled and got the phone of someone titled “Surgery Scheduler”. Her message said she was not available but I should leave a message and she would return it in between 32 and 74 hours”! She never did either, I wrote a scathing letter to my doctor and gave them a terrible review on their web site. Believe it or not, it worked. Not just because of me, of course, because they had received many other complaints and mine was one too many. They had apparently been taken over by a public equity investor whose main objective was profit
When you consider that this trend is affecting all kinds of businesses and organizations one can begin to understand the uproar of dissatisfaction being experienced by patients and-customers. There are so many now that, when you call their office, you cannot speak to anyone. All you get is a reference to another number which always tells you the department or individual you are trying to talk too are busy and you must leave a message worth your phone number and they won’t call you back. Too often you never get that call back. You can thank our wonderful new phone systems whose only accomplishment is to give some creep a means of interfering with your life by calling you for donations, surveys or other spurious activities and you can’t seem to take eliminate them even after the advent of “No Caller” lists. The gap that has developed between the customer and the provider has widened. Add to this the continuous pressure for profit reduces staffs and forces extra work on the staff that remains which makes it difficult, if not i, for adequate and compassionate service to be provided. In the case of medical clinics, the doctors who used to own them have lost control over their service. I tell them that their staffs have failed to extend the Hippocratic Oath principles to their patients