Interaction with the office manager of a top of the line neurosurgeon
The appointment was requested by me to the Mans doctor on August 16, 2012 during an office visit.
I had researched the doctors within a certain area that would best fit our needs for pain control and possible surgery.
The Mans doctor’s office took until August 28, 2012 to fax the referral. For easy arithmetic lesson, that is 12 days later.
BUT, I did not know that until I had called the Man’s doctor’s office on August 21, 2012, August 29, 2012, September 4, 2012, and September 7, 2012.
On September 10, 2012 the Mans doctor’s office called to tell me when it had been faxed. For easy arithmetic again, that is 4 phone calls to get the date of the referral.
With this information, I decided I should call the specialist. The guru, board certified neurosurgeon with a specialty in pain management and hospital privileges at Providence Hospital. I called them; the lady that answered the phone said, “Oh yeah, you have a 3:00 pm appointment on September the 18, 2012.
The next day I got a package in the mail from Dr. Guru with 10 pages to fill out and bring with us.
The website request these things which I carefully collected.
You will need the following items…
- All x-ray, MRI, CT or other films & reports you may have relating to your visit.
- Any recent lab work.
- All of the medications (names and dosages) you are taking at this time.
- Your insurance card and co-pay.
- Your drivers license or other form of identification.
- Your referral from your primary care physician (if required by your insurance company).
Our office can help to facilitate provision of these films, reports, labwork and referring physician documentation.
I got the MRI on CD for Dr. Guru from the Hamilton Hospital, but they would not let me pick it up, so the Man had to go there and get out in a wheel chair to go sign for the CD. He did.
We changed Dr.s and saw the new GP on September 17, 2012. She told us to go ahead and go and see what he said.
When we got home from that Dr.’s appointment, the message on the machine reminded us of the time and date of our appointment with Dr. Guru and what to bring and that they only took cash and checks and be sure to have our co-pay with us in that form.
We got ready; maybe you can just imagine what that is like.
We drove the 60 miles to Waco with the Man in pain from the long ride. We got lost and called the office of Dr. Guru. Mandy gave us directions and was very personable on the phone.
We found the office.
I parked in the handicap place where the Man could get out most easily.
I went in to get a wheelchair. I never take the walker, because every doctors’ office and hospital I have ever been has a wheelchair available.
I asked if they had a wheelchair.
She said just a minute and returned to tell me they did not.
I asked for assistance to get him in the office. I was about 25 feet to the door from the handicap parking.
She said just a minute and asked the nurse who came out and asked the receptionist to ask me if he was coming from a nursing home.
I heard the question and answered no.
The office manager came to the window and said she was Mandy. I said yes I talked to you on the phone; you gave me directions.
She asked me to step in the back for a minute.
I followed her to the back of the offices to a room with a desk and two chairs and a computer. That is all.
She asked me to sit down and then sat down across from me.
I was confused.
She said Dr. Guru would be unable to see the Man on this day. I asked why. She said their insurance liability prevented them from assisting him into the office. She said they did not have another appointment for three weeks, but she would work me in the next day.
I asked her what good would that do, and she said I could bring my own help or walker.
She was very apologetic and continued to reiterate that she was, “just the office manager.”
I stated that it was unbelievable to me that a neurosurgeon would not have a way to assist people into his office. He surely had patients that were immobilized from back surgeries and other major problems. This is their statement from their website.
Dr. Guru’s company is dedicated to providing world-class, contemporary neurosurgical services with the utmost of care and compassion. Our experienced healthcare professionals are dedicated to treating each patient as an individual, deserving of our time, attention, and respect.
These are some of the procedures they perform, yet they cannot assist anyone in the door?
- Minimally Invasive Surgery
- Microscopic Spine Surgery
- Cervical Disc Replacement
- Lumbar Disc Replacement
- Lumbar Fusion
- Cervical Fusion
- Lumbar Discectomy
- Cervical Discectomy
- Thoracic Spine Surgery
- Spinal Cord Tumor Surgery
- Anterior/Posterior Spine Surgery
- Chiari Malformation
- Subdural/Epidural Hematoma
- Trigeminal Neuralgia
- Atypical Pain Procedures
- Spinal Cord Stimulator Implantation
- Peripheral Nerve Stimulator Implantation
- Carpal Tunnel Release
- Vagal Nerve Stimulator
- Ulnar Nerve Decompression
- Muscle Biopsy
I explained to her the pain and suffering that was involved in a 120 mile trip on that day only to turn around and do it again the next day.
I asked her if I could get him in the office would they see him. She said yes.
I asked as I was going out to get him, wasn’t she more concerned about the Man and I getting hurt after they had refused to help us?
She immediately told me that Dr. Guru would be unable to establish a patient relationship with the Man, and to have a nice day. What happened to that dedicated, respectful, professional, experienced healthcare person.
She never looked out at the Man. She never came to him and explained. No attention or respect there.
I left. When I got to the car he was trying to get up. I told him they would not see him.
He was confused. I told him what was said.
The Man cried. I cried.
He screamed in pain after another 60 mile trip home as he got out of the car.
I have never in my life had an experience with a doctor like that. Well, actually the experience was with “Mandy (no last name), the office manager.”
Life is full of experiences. Some more memorable than others.
Why do people keep hurting the Man?
Why is America so allergic to elderly?
I know what goes around comes around. I trust in Karma.
Now, I am glad he did not see him, because I think something unusual is going on that an office manager would be able to make those kinds of calls for a Dr. Guru without consulting him. I think maybe they had reviewed the Man’s file and didn’t want him because he was too much for them. I don’t know. I know they may have success because of their selection process. No, I mean because of their discrimination process.
The Man is pissed because they hurt me.
I am pissed because they hurt him.