My complaint:
Was making follow-up inquiry regarding necessary medication. Was asked the purpose of my call and I began by explaining the necessity of such medication and advised that there was only enough left for two days.
Before getting a chance to explain that this was a follow-up from a request made a week ago, the representative on the phone got aggressive immediately and stated, in an extremely rude manner, that, This is NOT going to happen in two days. The doctor is out on maternity leave.
Once I had the opportunity to speak, I tried to explain that I was very aware that it would notcould not be expected to be done in two days. However, this was not a request being made with only two-day’s time. It was a follow up to a request that was now several days in process. I told the lady that I was not ignorant and to , please, not treat me as though I were. She then chastised me and went on to say she was not either.
I commented that if the Doctor was out on maternity leave, there certainly had to be another in the office covering. At this time it got even more aggressive. She explained that there were two. I then asked what she could do to help me. At this time she asked for the date of birth and patient’s name.
Once she pulled up the patient record she was able to see all the information I was requesting. Why couldn’t she have done that from our initial contact? Through all of this, all I was looking for was an update on my request from the week prior.
This conversation took place on 1423 @ approximately 2:12 in the afternoon. The representative was Charlene. I have since been calling every 30 minutes to try to reach either a manager or a supervisor. I have left voicemails and will continue my campaign until I hear back from someone. I will not let this go. I have, honestly, never been treated as hostile as I was during this conversation.
My only hope is that the conversation has been recorded. I can tell you that from here forward, I will record them myself. I did not and do not expect to be treated in such a manner. I am, and have been, a professional all my life.
Thank you in advance for your attention in this matter. I can only hope that corrective action is taken..
Suggested solution:
Corrective action, retraining on how to properly handle patient's requests. Retraining on how to listen and not be aggressive because you think you already know the answer before you have even heard the full question or request.
