Sigh...the front office strikes again

Let's just say we know more about the medical profession...or the front office part of it...than we ever wished to know.  All you special needs moms out there are rolling your eyes right now in agreement, right?

I told you how our pediatrician called about Natalie's abnormal EEG.  The pediatrician said I should hear from her office by Wednesday with the approved emergency referral for Natalie to see a neurologist.  After a very busy Thursday, I remembered last night (after business hours) that I still hadn't gotten a call with the referral and instructions on calling for an appointment.  Then I forgot again this morning until after noon, so I actually set a timer so I would remember to call when the pediatrician's office was back from lunch.

After waiting on hold for a while someone came back on and said they had spoken with the neurology nurse practitioner, who said SHE would call me to schedule the appointment.  The front office person was surprised I hadn't been called yet, because this conversation had taken place on Monday.  So she gave me the number to call for the neurology office, and who to talk to.  Sigh.

I called the number and asked to speak to the name I was given.  "Why?"  I tried to make it succinct:  abnormal EEG, emergency referral, let's make an appointment.  "Well, I don't know anything about this, but I'll transfer you back to that office."  Sigh.

Someone else answers and I ask to speak to the name I was given.  "Why?"  Sigh.  Repeat the story.  "Can I put you on hold?"  Long wait.  "I'm still trying to find out what is supposed to happen with Natalie.  Can you wait some more?"  I ask her to just call me back.  "Sure, is your number xxx-xxx-xxxx?"  Yes!  So you have my number but you haven't called yet?  "And your name is Cindy?"  Yes!  Sigh.

I know this is so minor, but I feel like something similarly ridiculous happens every time we have a new specialist.  It should be a simple process of making an appointment, but it never is.  And it's always someone else's fault.  And this is supposed to be an emergency.  That's why all their answering messages say, "If this is a medical emergency, hang up and call 911."  Well, no, it's not a medical emergency right now, but it will be by the time you call me back!

I still haven't gotten the call back, and I'm sure I won't since it's Friday afternoon.  Now I'm starting to wonder if what was meant was that the nurse practitioner in neurology will call me when she has an opening, and I'd better be available to take whatever small window she finds (they're booked solid 10-12 months out for new patients).

In other medical news, I got the call at 2:30 (I was supposed to get the call by 3 p.m. on a Friday!) that Natalie's exam under anesthesia (for her eyes) on Monday is a go.  That also makes me very nervous...I have to remember to call at 3 p.m. and hope to find someone who is still there, to give us arrival time and eating instructions.  I don't like how the Children's Hospital in LA does that... "if they don't call by 3 p.m. the day before the surgery, call this number."  I much prefer how CHOC does it:  they tell me two or three days in advance.

Ok, I'm done complaining now....at least until the next specialist!