The Doctor Appointment....

A few days ago I had to so see one of my doctors (a specialist) for a routine follow-up appointment. This was my first visit to his new office from the Henderson to St. Joe's Fontbonne building. I noticed some things during my visit that has since prompted me to do some ranting.

First is the check-in. It seems that multiple doctors are using this one reception counter with two women on the phones. This practice is becoming more and more prevalent as a cost cutting measure against the average six figure salary of a physician. These ladies (who I'm sure are perfectly lovely) don't give a rat's behind about me. The conversation went something like this:

Me: Good morning, my name is.....
Her: May I have your health card please?
Me: Sure, I have a 2:15 appointment with...
Her: Did you find your health card sir?
Me: Just getting it now. I'm checking in to be seen by....
Her: I really do need your health card sir.

It was almost like I was in one of those old black and white movies about the Iron Curtin where you were not a person; you only existed AFTER showing your "papers". I was contemplating this while waiting for that special moment when another lady comes to call my name and say "The doctor will see you now". Which is a line we all know is crap! Why don't they tell you the truth? Say something like "Mr. Robinson, thank-you for waiting in the small over-crowded waiting room, did you enjoy the Reader's Digest expose about Trudeau's government? Shocking! We are now going to move you into the private waiting room, where you will wait until the doctor deems you worthy of his presence." In this room you wait and eventually have your moment of precious time with the physician (billed in 15 minute increments).

Now in my case, this doc really is good. He's nice and compassionate and really listens to you and tries his best to help. In more than 10 years I've never seen him run CLOSE to on time but I don't mind with him because I've never left his office feeling like he didn't tell me everything or answer my questions completely. In this visit, he decides I need to go for a small imaging test, not because there's a problem, but more to get a baseline for future reference. I'm OK with this and he give me a slip to give to the women at the front (remember them from earlier?) so they can arrange an appointment.

As I'm standing in line I notice a few things. First is that there is no divide between woman number one (Mutt), and woman number two (Jeff). In fact, there may be only two feet dividing the little plastic windows. This becomes relevant to me because I am forced to listen while Mutt makes an appointment for a kindly gentleman in front of me for a barium enema as this gentleman has had such bad diarrhea that he has soiled his clothes and his bed at night. I can also hear Jeff tell a hunched over octogenarian how she should refrain from sexual intercourse for 24 hours prior to her appointment. All through this I am stunned, shocked, amazed and alarmed.

Where is the vaunted patient confidentiality? Where is the attempt to protect patient dignity? Gone are the days it would seem where the receptionist knew you better than the physician and would ask you about your wife and kids, mention how she bumped into your mother at the supermarket and how mom is looking well.

Like so many other things these days, the costs involved with health care are ballooning while it seems the customer services are shrinking. Have you ever called your family doctor's office and almost felt bad because it seems like you were disturbing these people and bothering them with your problems?

What's the solution? I don't know. Maybe if doctors had their own offices instead of seeming medical conglomerate I would feel like they really were there to help me and make me better. Maybe then I would feel more like a person and less like the picture on my health card.

'Nuff Said

Rich