How responsive is your clinic?

ShimmeringSoul2k6 · Feb 5, 2010

Hi everybody. I'm Stefan from Dallas and I'm starting this thread because I want to find out how happy or unhappy people are with their respective clinics.
I honestly feel that the level of responsiveness of my clinic, Children's Medical Center of Dallas, has steadily declined over the past few years.<img src="i/expressions/face-icon-small-sad.gif" border="0">

Initially, I gave them the benefit of the doubt but now I am starting to get pretty disillusioned. It's been a recurring pattern over the past several months that every time I need to communicate a basic problem - new symptoms, refill of meds, needing a letter - it can take a few days just to get an initial response and several days to actually get the problem addressed. I understand that patient volume increases over time and the clinic now has a few hundred patients and so they cannot have people constantly monitoring the phones. However, am I too idealistic to expect that for a "center of excellence" as my clinic is designated, they should make it a point to respond to patients the same day or at least the day after? I have a relatively urgent need right now to get a preauthorization on xopenex for my new health insurance and I've made several calls to them since tuesday and left voicemails, but to no avail. Finally, this morning I was actually able to talk to a "living being," the CF Coordinator for Dallas/Ft.Worth, who reassures me that she will pass on the message. I explained to her very clearly that in two days, I will run out of my current supply of xopenex, but there seems to be no sense of urgency at all in trying to help me. I have since scheduled an appointment with a local primary care doc and hopefully he will be able to help me. This whole situation is very disheartening. Fortunately, I am feeling pretty good right now and could probably go without xopenex for some time, but I think this an unacceptable way to treat CF patients. What happened to the concept of preventive care? Furthermore, my CF clinic now only offers appointments to adults 1 day per week, on Tuesdays. A few years ago they were doing a "whopping 2 days" a week, and now down to one. I think the level of care is definitely going in the wrong direction. I am really interested to hear from other people about their care because I want to understand whether this is some kind of "new norm" or just isolated to my area.

ShimmeringSoul2k6 · Feb 5, 2010

Hi everybody. I'm Stefan from Dallas and I'm starting this thread because I want to find out how happy or unhappy people are with their respective clinics.
I honestly feel that the level of responsiveness of my clinic, Children's Medical Center of Dallas, has steadily declined over the past few years.<img src="i/expressions/face-icon-small-sad.gif" border="0">

Initially, I gave them the benefit of the doubt but now I am starting to get pretty disillusioned. It's been a recurring pattern over the past several months that every time I need to communicate a basic problem - new symptoms, refill of meds, needing a letter - it can take a few days just to get an initial response and several days to actually get the problem addressed. I understand that patient volume increases over time and the clinic now has a few hundred patients and so they cannot have people constantly monitoring the phones. However, am I too idealistic to expect that for a "center of excellence" as my clinic is designated, they should make it a point to respond to patients the same day or at least the day after? I have a relatively urgent need right now to get a preauthorization on xopenex for my new health insurance and I've made several calls to them since tuesday and left voicemails, but to no avail. Finally, this morning I was actually able to talk to a "living being," the CF Coordinator for Dallas/Ft.Worth, who reassures me that she will pass on the message. I explained to her very clearly that in two days, I will run out of my current supply of xopenex, but there seems to be no sense of urgency at all in trying to help me. I have since scheduled an appointment with a local primary care doc and hopefully he will be able to help me. This whole situation is very disheartening. Fortunately, I am feeling pretty good right now and could probably go without xopenex for some time, but I think this an unacceptable way to treat CF patients. What happened to the concept of preventive care? Furthermore, my CF clinic now only offers appointments to adults 1 day per week, on Tuesdays. A few years ago they were doing a "whopping 2 days" a week, and now down to one. I think the level of care is definitely going in the wrong direction. I am really interested to hear from other people about their care because I want to understand whether this is some kind of "new norm" or just isolated to my area.

ShimmeringSoul2k6 · Feb 5, 2010

Hi everybody. I'm Stefan from Dallas and I'm starting this thread because I want to find out how happy or unhappy people are with their respective clinics.
I honestly feel that the level of responsiveness of my clinic, Children's Medical Center of Dallas, has steadily declined over the past few years.<img src="i/expressions/face-icon-small-sad.gif" border="0">

Initially, I gave them the benefit of the doubt but now I am starting to get pretty disillusioned. It's been a recurring pattern over the past several months that every time I need to communicate a basic problem - new symptoms, refill of meds, needing a letter - it can take a few days just to get an initial response and several days to actually get the problem addressed. I understand that patient volume increases over time and the clinic now has a few hundred patients and so they cannot have people constantly monitoring the phones. However, am I too idealistic to expect that for a "center of excellence" as my clinic is designated, they should make it a point to respond to patients the same day or at least the day after? I have a relatively urgent need right now to get a preauthorization on xopenex for my new health insurance and I've made several calls to them since tuesday and left voicemails, but to no avail. Finally, this morning I was actually able to talk to a "living being," the CF Coordinator for Dallas/Ft.Worth, who reassures me that she will pass on the message. I explained to her very clearly that in two days, I will run out of my current supply of xopenex, but there seems to be no sense of urgency at all in trying to help me. I have since scheduled an appointment with a local primary care doc and hopefully he will be able to help me. This whole situation is very disheartening. Fortunately, I am feeling pretty good right now and could probably go without xopenex for some time, but I think this an unacceptable way to treat CF patients. What happened to the concept of preventive care? Furthermore, my CF clinic now only offers appointments to adults 1 day per week, on Tuesdays. A few years ago they were doing a "whopping 2 days" a week, and now down to one. I think the level of care is definitely going in the wrong direction. I am really interested to hear from other people about their care because I want to understand whether this is some kind of "new norm" or just isolated to my area.

ShimmeringSoul2k6 · Feb 5, 2010

Hi everybody. I'm Stefan from Dallas and I'm starting this thread because I want to find out how happy or unhappy people are with their respective clinics.
I honestly feel that the level of responsiveness of my clinic, Children's Medical Center of Dallas, has steadily declined over the past few years.<img src="i/expressions/face-icon-small-sad.gif" border="0">

Initially, I gave them the benefit of the doubt but now I am starting to get pretty disillusioned. It's been a recurring pattern over the past several months that every time I need to communicate a basic problem - new symptoms, refill of meds, needing a letter - it can take a few days just to get an initial response and several days to actually get the problem addressed. I understand that patient volume increases over time and the clinic now has a few hundred patients and so they cannot have people constantly monitoring the phones. However, am I too idealistic to expect that for a "center of excellence" as my clinic is designated, they should make it a point to respond to patients the same day or at least the day after? I have a relatively urgent need right now to get a preauthorization on xopenex for my new health insurance and I've made several calls to them since tuesday and left voicemails, but to no avail. Finally, this morning I was actually able to talk to a "living being," the CF Coordinator for Dallas/Ft.Worth, who reassures me that she will pass on the message. I explained to her very clearly that in two days, I will run out of my current supply of xopenex, but there seems to be no sense of urgency at all in trying to help me. I have since scheduled an appointment with a local primary care doc and hopefully he will be able to help me. This whole situation is very disheartening. Fortunately, I am feeling pretty good right now and could probably go without xopenex for some time, but I think this an unacceptable way to treat CF patients. What happened to the concept of preventive care? Furthermore, my CF clinic now only offers appointments to adults 1 day per week, on Tuesdays. A few years ago they were doing a "whopping 2 days" a week, and now down to one. I think the level of care is definitely going in the wrong direction. I am really interested to hear from other people about their care because I want to understand whether this is some kind of "new norm" or just isolated to my area.

ShimmeringSoul2k6 · Feb 5, 2010

Hi everybody. I'm Stefan from Dallas and I'm starting this thread because I want to find out how happy or unhappy people are with their respective clinics.
 I honestly feel that the level of responsiveness of my clinic, Children's Medical Center of Dallas, has steadily declined over the past few years.<img src="i/expressions/face-icon-small-sad.gif" border="0">
 
 Initially, I gave them the benefit of the doubt but now I am starting to get pretty disillusioned. It's been a recurring pattern over the past several months that every time I need to communicate a basic problem - new symptoms, refill of meds, needing a letter - it can take a few days just to get an initial response and several days to actually get the problem addressed. I understand that patient volume increases over time and the clinic now has a few hundred patients and so they cannot have people constantly monitoring the phones. However, am I too idealistic to expect that for a "center of excellence" as my clinic is designated, they should make it a point to respond to patients the same day or at least the day after? I have a relatively urgent need right now to get a preauthorization on xopenex for my new health insurance and I've made several calls to them since tuesday and left voicemails, but to no avail. Finally, this morning I was actually able to talk to a "living being," the CF Coordinator for Dallas/Ft.Worth, who reassures me that she will pass on the message. I explained to her very clearly that in two days, I will run out of my current supply of xopenex, but there seems to be no sense of urgency at all in trying to help me. I have since scheduled an appointment with a local primary care doc and hopefully he will be able to help me. This whole situation is very disheartening. Fortunately, I am feeling pretty good right now and could probably go without xopenex for some time, but I think this an unacceptable way to treat CF patients. What happened to the concept of preventive care? Furthermore, my CF clinic now only offers appointments to adults 1 day per week, on Tuesdays. A few years ago they were doing a "whopping 2 days" a week, and now down to one. I think the level of care is definitely going in the wrong direction. I am really interested to hear from other people about their care because I want to understand whether this is some kind of "new norm" or just isolated to my area.

mariahsmommy · Feb 5, 2010

That is kind of how my daughter's clinic in Arkansas is. I called Monday with a question about the vest. She said her doc was on duty this week so it would be hard to reach him. So Thursday I call and she will have someone get with me if not this afternoon, first thing in the morning. Well it is 3pm here and still no call.
I also needed a letter for her ins. to get something covered and it took 2 weeks of me having to call back to get it handled.
I understand and sympathize with your frustration.

mariahsmommy · Feb 5, 2010

That is kind of how my daughter's clinic in Arkansas is. I called Monday with a question about the vest. She said her doc was on duty this week so it would be hard to reach him. So Thursday I call and she will have someone get with me if not this afternoon, first thing in the morning. Well it is 3pm here and still no call.
I also needed a letter for her ins. to get something covered and it took 2 weeks of me having to call back to get it handled.
I understand and sympathize with your frustration.

mariahsmommy · Feb 5, 2010

That is kind of how my daughter's clinic in Arkansas is. I called Monday with a question about the vest. She said her doc was on duty this week so it would be hard to reach him. So Thursday I call and she will have someone get with me if not this afternoon, first thing in the morning. Well it is 3pm here and still no call.
I also needed a letter for her ins. to get something covered and it took 2 weeks of me having to call back to get it handled.
I understand and sympathize with your frustration.

mariahsmommy · Feb 5, 2010

That is kind of how my daughter's clinic in Arkansas is. I called Monday with a question about the vest. She said her doc was on duty this week so it would be hard to reach him. So Thursday I call and she will have someone get with me if not this afternoon, first thing in the morning. Well it is 3pm here and still no call.
I also needed a letter for her ins. to get something covered and it took 2 weeks of me having to call back to get it handled.
I understand and sympathize with your frustration.

mariahsmommy · Feb 5, 2010

That is kind of how my daughter's clinic in Arkansas is. I called Monday with a question about the vest. She said her doc was on duty this week so it would be hard to reach him. So Thursday I call and she will have someone get with me if not this afternoon, first thing in the morning. Well it is 3pm here and still no call.
 I also needed a letter for her ins. to get something covered and it took 2 weeks of me having to call back to get it handled.
 I understand and sympathize with your frustration.

crystalina0814 · Feb 5, 2010

That sounds pretty similar to what I experience here in Ohio. Our adult CF clinic is only one day (one afternoon!) a week (Friday's), and sometimes it can take me days to get ahold of someone who can help me.

Most recently I had an exacerbation coming on, and after 2 messages left, and speaking to an operator, hours and hours later, I finally had someone call (only to tell me that I had to wait for the nurse practitioner to become available!) *sigh*

This seems to be the norm. for my clinic though...has been happening for years. I think with the growing demand for "adult" CF care, and with CF patients living longer and healthier lives- the clinic's need to adjust staffing to cover us as well! I know the pediatric clinic has a quicker response time (I only know this because I had to call them to get ahold of the adult doc's once, out of desperation!).

I hope you got your Xopenex taken care of!

crystalina0814 · Feb 5, 2010

That sounds pretty similar to what I experience here in Ohio. Our adult CF clinic is only one day (one afternoon!) a week (Friday's), and sometimes it can take me days to get ahold of someone who can help me.

Most recently I had an exacerbation coming on, and after 2 messages left, and speaking to an operator, hours and hours later, I finally had someone call (only to tell me that I had to wait for the nurse practitioner to become available!) *sigh*

This seems to be the norm. for my clinic though...has been happening for years. I think with the growing demand for "adult" CF care, and with CF patients living longer and healthier lives- the clinic's need to adjust staffing to cover us as well! I know the pediatric clinic has a quicker response time (I only know this because I had to call them to get ahold of the adult doc's once, out of desperation!).

I hope you got your Xopenex taken care of!

crystalina0814 · Feb 5, 2010

That sounds pretty similar to what I experience here in Ohio. Our adult CF clinic is only one day (one afternoon!) a week (Friday's), and sometimes it can take me days to get ahold of someone who can help me.

Most recently I had an exacerbation coming on, and after 2 messages left, and speaking to an operator, hours and hours later, I finally had someone call (only to tell me that I had to wait for the nurse practitioner to become available!) *sigh*

This seems to be the norm. for my clinic though...has been happening for years. I think with the growing demand for "adult" CF care, and with CF patients living longer and healthier lives- the clinic's need to adjust staffing to cover us as well! I know the pediatric clinic has a quicker response time (I only know this because I had to call them to get ahold of the adult doc's once, out of desperation!).

I hope you got your Xopenex taken care of!

crystalina0814 · Feb 5, 2010

That sounds pretty similar to what I experience here in Ohio. Our adult CF clinic is only one day (one afternoon!) a week (Friday's), and sometimes it can take me days to get ahold of someone who can help me.

Most recently I had an exacerbation coming on, and after 2 messages left, and speaking to an operator, hours and hours later, I finally had someone call (only to tell me that I had to wait for the nurse practitioner to become available!) *sigh*

This seems to be the norm. for my clinic though...has been happening for years. I think with the growing demand for "adult" CF care, and with CF patients living longer and healthier lives- the clinic's need to adjust staffing to cover us as well! I know the pediatric clinic has a quicker response time (I only know this because I had to call them to get ahold of the adult doc's once, out of desperation!).

I hope you got your Xopenex taken care of!

crystalina0814 · Feb 5, 2010

That sounds pretty similar to what I experience here in Ohio. Our adult CF clinic is only one day (one afternoon!) a week (Friday's), and sometimes it can take me days to get ahold of someone who can help me.
 
 Most recently I had an exacerbation coming on, and after 2 messages left, and speaking to an operator, hours and hours later, I finally had someone call (only to tell me that I had to wait for the nurse practitioner to become available!) *sigh*
 
 This seems to be the norm. for my clinic though...has been happening for years. I think with the growing demand for "adult" CF care, and with CF patients living longer and healthier lives- the clinic's need to adjust staffing to cover us as well! I know the pediatric clinic has a quicker response time (I only know this because I had to call them to get ahold of the adult doc's once, out of desperation!).
 
 I hope you got your Xopenex taken care of!

mamerth · Feb 5, 2010