Dealing with the Front Office

Many, many times through the years, I have been given special treatment because of my relationship with the front office people. When dealing with a large university hospital, it is often a challenge to get appointments, schedule PFT’s, tests and CT Scans.

Just one example is when I was ill during 2008 Thanksgiving, I was told that it was going to be a month before I could get an appointment for a PFT. I told the front desk person to tell the PFT front desk person that the test is for me. They suddenly had an appointment for me the next morning.

Also, if I need to see a specialist, I will walk the request over and make the appointment right then and there. During that process, I usually find something to share with the office staff. They remember me when I come in for the appointments.

Is my doctor willing to send me to the head of another department if I am a jerk? Of course not. It pays to be nice. Question. Inquire. Challenge. Fine. Just do it nicely.

When I was having problems with the Nissen, I had to see the specialist again. While waiting, a man in his 60’s walked up the desk. Very loudly, he stated that he was only willing to wait 10 minutes for the doctor. If the doctor was not able to see him in 10 minutes, he had other things to do and they were to call him.

He turned to me and said, “I have to come every 6 months and I am not going to wait for no doctor.” I replied, “Wow. I wish I only had to come every 6 months.” He gave me a strange look and left.

This is not your normal doctor’s office. These people are dealing with life and death. They are trying to see the very sick as quickly as possible. Sometimes cases take longer.

While I waited in the room for the doctor, a front desk person I had developed a relationship with came to talk with me. I asked her if they often had those types of people. She said rarely. He is nothing but a sweet angel to the doctor but a total jerk to everyone else.

I said that he was probably sick and was very scared. Some people show it in funny ways.

I hope that’s what it was.

I hope that he was not just a jerk.

UPDATE: My mom’s back is better. She thinks the epidural hit the right spot this time and is feeling a lot of relief. The doctor said that surgery would probably not help her situation. She has an appointment later this month for a consultation with the surgeon. The doctor also gave her something to improve her appetite and she is eating again. Thankfully.