Office Staff Frustrations (Rant - Long)

Seriously?  Maybe its me, but I am at a serious point of frustration with my surgeon's office and I'm halfway through my 6 month pre-op.  At this point, I'm starting to wonder if I should just switch surgeons altogether - strictly for the fact that I can't stand the front desk people.

Current Issue: 

My 3rd month appointment has been rescheduled 3 times.  The first time, the office called me to tell me that the NP was "not available" on the day I was scheduled, and they pushed me back from 4/5 to 4/19.  No, they didn't have anything sooner and my concern for waiting another 2 weeks was ignored. 

On 4/13 I contacted the office to reschedule the appointment on the 19th due to a conference I needed to attend for work.  I was notified at this point that the person I was to be seeing was no longer seeing patients and that I would need to schedule with the surgeon.  The woman rudely stated that I had been contacted to reschedule, but that I had not contacted them back (lie - they did not call me).  Sooo - I have an appointment for 4/27 at 1pm.  Again, I expressed my concern that I am hoping to have surgery in August for specific reasons, so I would like to submit my paperwork to the insurance by early July.  The office woman brushed me off saying "you should be fine."  When I asked to schedule my 4th month appointment at this time, the woman refused to schedule me stating that I would have to schedule the appointment with the dietitian when I come on the 27th. 

So earlier this week I got an email confirmation that my appointment is scheduled for tomorrow at 1pm.  No problem right?  Well, about an hour ago, I received another email confirming my appointment for tomorrow at 1:15pm.  WHAT??  Ok, so I know its only 15 minutes, but seriously??  I contacted the office staff to ask why my appointment was moved back and the woman said, "Well, I you were scheduled with someone else, so I needed to move it.  Is this a problem?"  After confirming that I was still meeting with the surgeon, I stated it was not a problem (what else can I do?), but I am fuming at this point.

It takes all of 2 minutes to pick up the phone and call someone.  I'm irritated that she automatically assumed this was ok and was quite crappy about it when I asked her about it.  I'm more irritated at the fact that I feel as though there is nothing I can say or do about it.  I don't want to cause issues or create a situation to where they are less apt to help me out or schedule me in a timely manner, but I hate that I feel as though I have to bite my tongue about all this.

I have spoken to the insurance woman at the office and she shared that as long as I have appointments each month I "should be ok."  I spoke to the dietitian (so I could talk to her directly about scheduling month 4) and she said that the insurance actually wants my appointments about one month APART.  Given that my appointments have all been in the first week of the month, having my 3 month appointment 7 weeks after my 2nd month may turn out to be an issue.  She did say that she would make my 4 and 5 month appointments 3 weeks apart in order to get me back to the first week of the month by July.  This way I can submit to insurance at that point and hopefully get an August surgery date as I originally hoped for scheduling purposes.

UGGG.  One of the most important parts in this highly emotional process is feeling supported and understood.  I get that the office may be busy and I can't expect everyone to be chipper and/or happy all the time, but the attitudes of the front desk staff (including the manager) SUCK. 

I wonder if I should mention something to the DR or just let it go? Thoughts/Suggestions?  Am I over-reacting?

Thanks for listening!

Actually, if you are having doubts, you need to talk to the surgeon.  It may well be in your better interests to switch surgeons.  However, you can count on the surgery date slipping if you do.

I'm in the process of switching bariatric surgeons for similar reasons.  Although the procedure she is trying to push on is the bigger issue; it's not the one I want.

If this is before surgery you better think real hard about how they are going to be after surgery.  Do you really want to be dealing with this crap later?

You have to kiss these peoples ass to get them to help you, afterwards you can drop them.  Thats what I did, I wanted my surgeon just not his office staff, so I dropped him 3 months after surgery.  My PC picked up my care and keeps me compliant with his requirements, but I don't see him or his staff.  If you want the specific doctor learn to be sweet and deal, if you don't really care for the doctor either go for the change, although I would be shocked if you found it better elsewhere. 

Good Luck

Honestly if you weren't in another state I'd think  you were talking about someone here in IL. I think it's just such routine to them they don't even think about us. I'm sure there are some offices out there that are different but I've seen and heard this more times over.

If you decide to switch make sure it won't screw up your progress and start you at day one.

Thanks Ladies.

I really like my surgeon and the dietitian.  The hospital itself is even a selling point for me.  I just don't think the front desk people are very aware that when people are going through the process of WLS, they may want to take a little more of a compassionate approach.  I've beaten myself down enough over the years over my weight (and the constant struggle of it all) that the last thing I need is to hear is a nasty person on the other end of the phone.

I think I may say something to the surgeon - just in the form of "hey, it may be helpful if..."  - but I guess I will feel him out about that type of thing tomorrow.

Thanks so much for letting me vent!

I just read through your post and I was wondering if you said something and what his reaction was. The office I go to has 3 front desk people and 2 are friendly and helpful and one is not so much. I find myself hoping everytime I call that she doesn't answer the phone! Hope it all works out for you!