I work in a doctor’s office as one of the nurses. In our office we have 6 providers at one time. it is a very busy office.
i’m not sure if it was just that kind of week but every pt that I brought back to the exam room complained about the waiting time. by Wednesday hearing the same thing over and over again I needed to write about it to get my frustrations out. I have been working on this post for a couple of days because I kept rewriting thing to not sound like a bitch. lol.
so this is to everyone that complains about waiting in the doctors office lobby.
Just to clarify to anyone:
I know when you come into a doctors office it is for a reason. your sick, your child/husband/mother/grandfather/grandmother is sick. they need taken care of. I’m not saying that you aren’t important because you are but I want you to understand it is not intentionally the doctor, nurse, receptionist, or anyone else to make you wait for you appointment.
To the patients that are complaining… I know that all you see is the receptionist. please do not take your frustrations out on them. most the time they don’t know exactly what we are doing in the back. we know the door closes back to the exam room and you can’t see either but we promise you we are busy.
To the patients that are complaining…you might think the doctor is in the exam room way to long when a patient walks out and your thinking that they don’t look sick! just remember, not all sickness is visible. that pt could be here to talk about how they are fighting depression because they just lost their spouse or they were just given a horrible diagnosis like cancer. there are many different reasons that people come into the office, just remember they come in because they think it is important and we are here to take care of them no matter how small. we do it for you.
to the patients that are complaining …yes, the doctor walked out of the exam room and you are wondering why am I still waiting?!? it is because at the desk we are calling pharmacies because we just found out that one is out of your medicine and we need to send it to another but that one doesn’t accept your insurance so we have to send it to another one but that one is way to expensive so we are sending it to another one. we deal with this all the time! you don’t see it because we make sure you don’t.
to the patients that are complaining … we know that you need your medication. but when the pharmacy comes back and states that you need a PA (prior authorization) from your insurance company, we aren’t the ones that are delaying your medication. we get the request for the PA, send it immediately to the PA department who specializes in getting these completed. IT IS YOUR INSURANCE THAT IS NOT PAYING FOR IT. NOT US! it is also NOT THE DOCTORS fault that your insurance is not paying for the information. we usually know what insurance will pay for what medication but THEY CHANGE ALL THE TIME!
to the patients that are complaining… everything takes time to complete. referrals to another specialist are the worst. we know you need to be seen by a certain time and we are doing everything that we can to get you seen. the doctor notifies us to make sure you are seen right away. we are calling the specialist and giving them all the information verbally then we have to fax all your chart information. usually the specialist then has to review your information to see if the would even like to see you. once they agree they give US the date. yes, it might be 2-3 weeks later but it ISN’T OUR FAULT. it also isn’t the specialist fault. they are seeing people as well. they are making sure everyone is seen and trying to get you in. don’t let me get started on insurance… you need to see a certain specialist but your specialist has to be an hour away because of your insurance. AGAIN ITS YOUR INSURANCE!
to the patients that are complaining… we know when your appointment is. the doctor knows when your appointment is. yes, you might be waiting a little longer because the doctor is still at the hospital. yes, your time is important. but think for just one minute. if your loved one is in the hospital wouldn’t you want your doctor to spend just a couple more minutes to explain the situation to you?? or what happens if you just lost your loved one and you want to talk to the doctor? what If that pt in the hospital was your CHILD, you would want that time. yes, we know you are waiting but it isn’t because the doctor is being lazy or taking their time. they are dealing with millions of things going on in the hospital.
there are lots of other things that I can bring up to you about why patients complain. again, i’m not trying to sound mean that patients don’t matter. but just because you don’t see something doesn’t mean we are not doing anything for you. on a daily basis I am dealing with any where from 20-30 pts A DAY! I am calling them, filling medications, triaging, giving injections, etc. I love my job and I would not change it for the world, I just wish that patients would understand that everything that goes into an office visit. I didn’t even touch on the little things that we do.. like ordering labs, renewing medications, ordering injections and administering them.
after writing this I feel so much better. I got my frustrations out. now i’m off to work to start it all over again.