This is pretty much a rant. I know that I’m a lucky one in that I rarely have anything wrong with me but . . there is no excuse for what I consider inadequate medical care, and it really isn’t the actual “care” because I like my doctor – it’s the support staff. I think about veterans trying to go through some of the VA clinics and the frustration they and their families must feel. My little issue is nothing compared to what they go through but . . here’s my story.
Earlier this year I had a thyroid scan that showed a very small nodule. My doctor wanted me to have the scan re-done in six months. Because of issues we’ve had with the local hospital, I had it done in Abilene on November 5. They told me they would fax it to my doctor that day. I waited to hear from them. I didn’t write all the dates down so some of these dates are guesses but they’re close.
By November 9, I had not heard from the local clinic so I called them. They didn’t have the results but would look for it and call me back. By November 13, they had not called back so I called again. Nope, not here. I confirmed their fax number, called Hendrick in Abilene back. They said “We’ll do it right now and wait and make sure we get a confirmation that it went through.” I called the clinic here, said “They’re faxing it now. Please watch for it.” I waited til November 16, still had not heard from the clinic here. Called them and they said they still couldn’t find it. They called Hendrick, and then told me Hendrick had been using the wrong fax number, even though I confirmed that number with the clinic twice. November 19, they called and said they had the report and the PCP wants me to see an ENT. Again, because of the issues we’ve had here, I opted for an ENT in Abilene who is part of the Hendrick system. Because my regular PCP is out, I had to call Blue Cross and switch to another PCP in the same office. I did that on November 9. When I did it, I called the clinic and told them I had done that so the new guy needed to be the one to send the referral.
Tuesday, 11/20, I left the knitting group, went outside and called the clinic. They assured me they had sent everything to the ENT in Abilene. I said “If I do not hear from them, do I call you back or call them back” and the lady said “We’ve done what we need to do. You’ll need to call them back but I’m sure you’ll hear from them.
No. As of this morning I had not heard from them so I called the ENT in Abilene. They said that the clinic here had to get the authorization but they couldn’t do that til I changed my PCP from the doctor who is out to one of the other doctors . . which I did and told them I had done on 11/9. I called the clinic, explained it all, the lady told me they have one lady who does the authorizations and she would put a note on it that I was requesting it be done today. I had not heard from them as of 4:00 so I called, pretty much told them this had gone on long enough. They transferred me to the manager who said she would check and if it had not been done, she would do it herself. She called about 20 minutes ago and said she had gotten the authorization from Blue Cross and she was going to call it in to the Abilene ENT. Then she called me back about 10 minutes later and said she had talked to the lady whose name I had given her and they would be calling me with an appointment.
How hard did that have to be?
I already have the paperwork filled out to switch to a new clinic as soon as I get in to see the ENT. With Blue Cross, I can only switch doctors once a month, which I have used the same guy for years and I like him but his clinic is part of the hospital here. I had hoped to keep seeing him but we are so done with this hospital and anything/anyone affiliated with them. Hendrick is opening a day surgery clinic here sometime next year and there are a group of Hendrick doctors who are already practicing here. As soon as one month has passed since I changed PCP, I will do it again and hope for much better treatment.
Donna says
My youngest son ( he’s in his late 30s) has to see all kinds of doctors and surgeoall the time. The medical care no longer has care. And the Hippocratic oath is now a joke. Sorry you have to go through this.
Dottie says
I feel for you – seems like this (and other similar things I’ve had happen) is where the right hand doesn’t know what the left is doing. Very strange how incompetent offices seem to be anymore. Just my not so humble opinion.
Jen says
How frustrating! I think poor medical care is all over. I tore my meniscus and 8 days later went to ER on a saturday over Labor Day, because I thought I had a DVT. Dr. looked at me and said what do you want me to do…we cant scan your leg, go to a different hospital or come back on Tuesday. Total time in ER was under 10 minutes and I received a bill for 800.00. Went to pcp, had a big DVT, and I cant have surgery for at least 6 months and get to take Eliquis.
I would file a complaint with the quality assurance dept. Probably wont do any good, but sent certified, someone should see it.
Nelle Coursey says
You know how I feel about the hospital here! Nuff said! I think you will like the Hendrick doctors here! I have liked them all!
Judy Laquidara says
Didn’t a news group do a story about what happened to y’all? I can’t believe we’re the only people who have been charged out of network charges and was thinking about contacting KTXS about it. The hospital told me, in writing, we’d be getting a refund check mailed by November 13 and we still haven’t received it. The overcharges began in February!
archer1955 says
Wow, no wonder you don’t want to have anything to do with them. I am a Veteran and was never wounded in my service but am now a heart patient and a Type 2 Diabetic. I can only praise the service I have received from the VA here in the Piedmont area of North Carolina.
Judy Laquidara says
First, thank you for your service. Second, thank you for writing. We don’t hear as much about the good service as we do about the bad service.
dezertsuz says
When my son was in Charlotte, NC, he also received excellent service, and timely. Here, his service has been good, and when he needed a procedure done outside Va, they were fast to get him into UT (Univ. of TN), but the local clinic is sometimes a little iffy, and counseling didn’t turn out to be a good experience. I think it depends on where you are and what you need. But what you’ve been through – there is no excuse for that. I hear it a lot, though.
Linda in NE says
When medical care became big for profit business everything just went to hell.
Carolyn says
Part of the problem is too many chiefs and not enough Indians. The other is total lack of communication between the groups. It’s not just happening there….it’s everywhere!
Judy Laquidara says
There is still good medical care out there and hopefully, Hendrick can bring it back to Brownwood. We’ve been extremely happy with everything we’ve done at Hendrick. I can’t wait for them to get more facilities open here.
Bon says
That has to be so frustrating. I’m glad to say things are much better than that here where I am.
Carol says
Unfortunately your experience is common these days. I live in the Dallas area and yep, it’s rampant here in the Big City as well. I won’t tell you my tale of the last couple of months, but it’s much like yours, just change the name of the specialist. I am just flabbergasted at the competence (or rather lack of) from the personnel in medical offices of every type. I really do wonder if it’s really so difficult to get competent employees that the personnel offices hire just about anyone who is breathing and has a pulse. And yes, I know there are GREAT and FABULOUS medical personnel out there and on rare occasion I cross paths with them, but that is not the norm. I’ve been on a rant about this very subject; can you tell?????
teresamnj says
I feel for you, Judy. My son just got a $1500 ER bill, after adjustment by the insurance company, for a 30 minute visit for his 6 year old son in September for an ear infection. He is livid. It was during the night, so no urgent care open, and my grandson was screaming his head off. When my son called his insurance company, the employee had the nerve to say you should have gone to urgent care.
Wanda Jordan says
On I understand this completely always go to office manager the first time it isn’t done right. I do have to say your (doctors) get what they pay for. When you give employees only minimum wage and work them to death expose them to everthing in the world. Well what can the public expect?. I’ll tell you interseting make friends with nurse. Take her little gifts throughout the year . Not big thing just something for her. Then maybe at Christmas take staff food. You will be surprised what they will do for you. They remember who you are and that you do care for them working. Yes I know they may not be great but they just needed a job like everyone now days do. Doctors haven’t the foggiest idea how their offices are run or what they charge. That is office managers job so go to the source next time . Staffing is hard when you only pay only 8 dollars and hour.
Judy Laquidara says
This is a clinic where the doctors don’t have assigned nurses . . it’s just whomever is available.
In 2017, I never went to the doctor once. My annual was at the end of 2016 and I did the next one at the beginning of 2018. All I expect is for them to do what they’re supposed to do in a timely manner and I should not have to deliver goodies to them to get the care that I pay for.
What is that the offices associated with the local hospital . . or at least the ones we use, all seem to be run this way but those associated with Hendrick are totally different. The ENT finally got the authorization yesterday and I have an appointment for later this week so, as far as I can tell, I’m done with anyone having an affiliation with the local hospital.
DonnainKS says
Thankfully we have had very good care and communications during our episodic critical health situations. Any office staff that offers better service after receiving gifts has forgotten why they chose to work in this field. Through renal cell carcinoma, pancreatic surgery, more recent open heart surgery, pulmonary issues, GI bleeds, we have had excellent, timely interaction and referral as needed. We have always made our appreciation for their care known, be it offices, staff or the hospital.
Twyla says
I worked for a general practitioner many years ago. I had to go to the hospital oneday for x-rays one day and everyone who heard I worked for him complained about him. No one liked him. this bothered me because he was a very good doctor and compassionate to his patients. I ask him why he was so mean and unfriendly to the hospital staff. His reply “I am not there to be friends with them and I do make demands because I want my patients taken care of and nurses to follow my orders. You can bet there has never been a screw up on one of my patients because they do not want to see me mad.” He also saw patients no matter what their insurance happened to be with a lot of patients on Medicaid (welfare) and medicare. He always told me he took an oath to treat everyone. He was the only doctor in our growing town who would take Medicaid. Now a friend (already on medicare) tells me it is nearly impossible to find a doctor to take medicare. The doctor I see only takes a limited number of medicare patients. I told him he made me laugh for just a moment and should remove geriatrics from his list of specialties. Be sure if you do take goodies to the office that whoever takes it knows it is for everyone in the office. Our nurse always took everything home with her until a patient ask me how we liked the cake she brought and I told her it went home with the nurse. She was very plain spoken to the nurse about sharing. The laugh was worth missing the cake.
Rebecca in SoCal says
Ugh, the paperwork and coordinating! I have a friend on MediCal (welfare) who has (among other problems) a thyroid that needs to be irradiated. She called me one day about the terrible runaround she was getting, and making calls to her doctor’s office, radiation scheduling (who didn’t know when they have the isotope needed), and I don’t know who else. She finally reached (through a friend’s contact) the director(?) of medicine at the hospital, and he got it straightened out for her before Thanksgiving. It’s sad that a sick person has to make so much effort to get the care needed.