How do you handle a problem with a consultants secretary?

drn987

I've got a weird problem that might not be a problem at all. Maybe my expectations are simply too high and my experiences are normal for the health system in this country.

Four weeks ago, on a Friday, I a had an appointment with a consultant and he told me I needed a procedure. It could be carried out within weeks as I have insurance. His secretary would call me to set up the date for said procedure.

A week later I give up waiting and call her. And from that point on I was met with a brick wall of excuses after excuses, and delay after delay. She doesn't have the chart, there's a bank holiday, she won't be speaking to the consultant until late next week, she'll call me back - that old lie.

Basically, I can't get anywhere with her, and it's 4 weeks later. The consultant is based at Beaumont, but the only person I have to talk to is the secretary who, when I actually get hold of her, gives me nothing but excuses.

Is there a way to work around a consultants secretary? A higher authority to go to? Or is this behaviour normal? I know that she's new to the job, as the receptionist at the clinic when I met the consultant told me so. I'm on the brink of simply making an appointment with another consultant some where else, I'm so frustrated. Maybe even paying the grand or two to have the procedure done at a private hospital.

angeldelight

drn987 wrote: »

I've got a weird problem that might not be a problem at all. Maybe my expectations are simply too high and my experiences are normal for the health system in this country.

Four weeks ago, on a Friday, I a had an appointment with a consultant and he told me I needed a procedure. It could be carried out within weeks as I have insurance. His secretary would call me to set up the date for said procedure.

A week later I give up waiting and call her. And from that point on I was met with a brick wall of excuses after excuses, and delay after delay. She doesn't have the chart, there's a bank holiday, she won't be speaking to the consultant until late next week, she'll call me back - that old lie.

Basically, I can't get anywhere with her, and it's 4 weeks later. The consultant is based at Beaumont, but the only person I have to talk to is the secretary who, when I actually get hold of her, gives me nothing but excuses.

Is there a way to work around a consultants secretary? A higher authority to go to? Or is this behaviour normal? I know that she's new to the job, as the receptionist at the clinic when I met the consultant told me so. I'm on the brink of simply making an appointment with another consultant some where else, I'm so frustrated. Maybe even paying the grand or two to have the procedure done at a private hospital.

http://www.beaumont.ie/index.jsp?p=105&n=370

This department may be able to help you - worth a try

marmart

Listen
You have 2 options..........
1.Break the appt.If the med sec doesn't know what she is at you cant have any confidence that your notes/results won't get lost etc.
2. Demand that the consultant rings you.This is perfectly appropriate as you have a contract with him and not the secretary.In my experience if the booking appt does not go well you cannot be gauranteed that the procedure will be done efficiently and effectively and histology reports wont be followed up etc.I am a nurse and good med secs are worth their weight in gold but poor secs should not be a gatekeeper between patient and doctor. You are paying for the service after all.

drn987

Thanks for the advice guys.

Lately all I'm getting is her answer phone, where I have to leave a message. She only ever called me back once, and that was the first time I rang her when she didn't know who I was. Ever since, she ignores my messages and requests for a call back.

Very disheartening. The consultant - when I met him - was great. Really knew his stuff, filled me full of confidence. And then I get this.

I think what I'll do is draw a line under it on Monday. If I don't have a decent response by then, I'll move on and find someone else. I don't like leaving things like this though, as it just means the same will happen to somebody else, so when the medical stuff is all over I'll follow up that link angeldelight posted.

opinion guy

drn987 wrote: »

Thanks for the advice guys.

Lately all I'm getting is her answer phone, where I have to leave a message. She only ever called me back once, and that was the first time I rang her when she didn't know who I was. Ever since, she ignores my messages and requests for a call back.

Very disheartening. The consultant - when I met him - was great. Really knew his stuff, filled me full of confidence. And then I get this.

I think what I'll do is draw a line under it on Monday. If I don't have a decent response by then, I'll move on and find someone else. I don't like leaving things like this though, as it just means the same will happen to somebody else, so when the medical stuff is all over I'll follow up that link angeldelight posted.

If you decide to go to another surgeon make sure and write to the Doctor to let him know what has happened