When acquaintances ask me what I do, I often say that having a chronic illness is a full-time job. Unfortunately, part of that full-time job is hours upon hours spent talking on the telephone while attempting to navigate our bureaucratic medical system and arrange care. Month after month, the phone bill shows more time spent trying to make appointments with doctors than time spent chatting with friends. And sometimes talking on the telephone can be a very flawed system for relaying information. As you get patched back and forth to receptionists, nurses, and other office staff, information can be missed or misheard, and it can have an impact on your health care outcome.
Recently, I had a misunderstanding with the nurse at my doctors office; she didn't ask/seem interested in my pain level, and upon finding out that my MRI was negative for avascular necrosis, promptly canceled my follow-up appointment because she figured there was nothing wrong. It got figured out in the end, but the miscommunication caused a lot of stress, and also got me thinking about specific protocol to follow to make sure nothing like this happens again.
1. Find our who you're talking to. This is a must-know in case you have any trouble after your phone call. Most hospitals have a fairly good policy in place for staff giving their name and job-position when on the phone, but if you come across someone who doesn't offer their name, don't be afraid to ask. Ask for a name every time you get patched through to someone new, and right the names down if you're prone to forgetting. That way, f you need to call back you can ask for the people that you talked to previously, follow up with any questions, or file a report if something is handled unprofessionally.
2. Take notes. If you recieve an unexpected call from the doctor's office, it's not unreasonable to ask them to give you a second to grab a note pad. Jotting down notes about what you're told as well as what your replies are helps stimulate a more productive conversation. You'll know when you haven't mentioned something, remember the information relayed to you, and can use your notes to gather your thoughts as the conversation progresses. Also, keeping a pen and paper handy helps guard against forgetting what date and time any future appointments may be.
3. Go high-tech... Be a spy! Many phones have features which allow the owner to record voice conversations, and I'm a huge proponent. Recording a conversation keeps both parties honest-- and like taking notes, recording allows you to go back and process. The caveat is that some states require you to notify others when you're recording, so if you live in one of these states, make sure to notify the person you're talking with.
4. Check back. If you have a conversation that leaves you confused or upset, call back or visit the office. That way, you can confirm any instructions, ask all the questions you might have, and air any grievances or concerns you may have. If nobody knows that you're not on the same page, problems unfortunately will go ignored. We must be our own advocates, because there's nobody else to straighten things out.
5. Know when to give up and talk to someone else. Some people are... bitchy. There, I said it. Some people are mean or ignorant or generally rotten, and they do not deserve the stress they'll impose on you. If you keep talking to one person and are having many miscommunications, or feel belittled or ignored, stay calm and politely ask to talk to somebody else, or try calling back a different day. Because our emotional affect is blunted on the phone, tempers can flare quickly. Because it's your health on the line, you have every right to request somebody else. Difficulty with language barriers, accents, and enunciation can also be reasons to ask for someone else. Bottom line is, they are running a business, while you are running your life.
No comments:
Post a Comment