I sat and pondered my predicament. Acute lower back pain – hardly able to move – clinic all day, three cases tomorrow, call this weekend. Ennie meenie miney moe.
I called my secretary. “Peggy, I know this is last minute, but I pulled my back and can barely move. Could you look at my schedule and see if we could rearrange things so I could be seen this afternoon. I suppose I could see the first two new patients this morning – but then I’m really going to have to work on this back thing…”
“Oh honey, just take the day off – you couldn’t help it,” the Mrs says in the background.
“Oh, I bet a lot of your patients won’t mind not fighting the snow today, Dr Wes – I’m sure I can reschedule them. Are you sure you can make it in?”
“Sure, Peg, the Mrs will drive me.” I say smiling at my wife who has flames in her eyes.
“I want to you to call right away and get an appointment with a physical therapist,” the ever-reasoned Mrs says.
I hestitated. “How the hell do I do that? I mean, I’d have to call my doctor for a referral. You mean a doctor might have to see a doctor? Never!” I thought.
The look at me told me I’d better reconsider. So I dialed the phone – not knowing my doctor’s office number, I did what any self-respecting doctor should do – I called the hospital operator.
“Hello, this is Dr. Fisher, could you connect me with Dr. Smith’s office?”
“Uh, how do you spell that?” said the soft-spoken voice from the hospital.
“S-M-I-T-H.”
“Just one moment, please.” And I was placed on hold. I heard the hospital marketing jingle playing in the background – it was the lyrics from Joe Crocker:
You feeling alright?
I'm not feeling too good myself, no
Yessir, you feeling alright?
I'm not feeling that good myself, no.I couldn’t help but smile. Just then a timid-sounding individual picked up the phone. “Hello, Dr. Smith’s office, may I help you?”
“Yes, this is Dr. Fisher, could I speak with Dr. Smith?”
“One moment please.”
You feeling alright?
I'm not feeling too good myself, no
Yessir, you feeling alright?
I'm not feeling that good myself, no.“I’m sorry, Dr. Smith isn’t in yet. He is seeing patients today but he’s delayed by the snow.”
“Could you tell him I called regarding a referral.”
“Sure. What’s your number? “
“312-555-xxxx”
“I’ll make sure he gets the message.”
I proceed to see my now-limited clinic. Funny hobbling in to see them; my problem seemed so trivial compared to theirs. True to form, my patients were remarkably empathetic to my situation. Damn they were nice. But I was glad I persevered: one had to have his procedure tomorrow due to a series of serious circumstances. Now I'm up to four cases tomorrow, I thought. So I finished, completed the all-important electronic paperwork, and headed home. I tried calling my doctor again to see if I could get that referral – I hadn’t heard back yet. Probably busy, I thought.
“Hello, Dr. Smith’s office, how may I help you?”
“Yes this is Dr. Fisher. Could I speak with Dr. Smith please?”
“Is it about a patient?”
I hesitated. Hmmm. How to answer? I might get a faster response if I just ask to speak with him a moment, but then, I guess I am a patient right now.
“Yes.”
“And what’s their name?”
“Uh, it’s me, Dr. Wes.”
“And your date of birth?”
I gave it to them.
“Just a moment please.”
You feeling alright?
I'm not feeling too good myself, no
Yessir, you feeling alright?
I'm not feeling that good myself, no.I waited.
You feeling alright?
I'm not feeling too good myself, no
Yessir, you feeling alright?
I'm not feeling that good myself, no.A new voice picks up. “Whom are you waiting for?”
“Dr. Smith.”
“Just a moment.”
You feeling alright?
I'm not feeling too good myself, no
Yessir, you feeling alright?
I'm not feeling that good myself, no.The new voice: “I’m sorry, Dr. Smith is in seeing patients. Could I get your name and number so I can have him return your call when he’s free?”
I gave it to them. Home and cell numbers. I knew this wasn’t an emergency and I thought I should try to play by the “rules.” So I succumbed.
“When can I expect a call?”
“Between patients.”
“Thank you.”
I was beginning to feel a bit concerned that the day was withering away and I still had no rehab appointment for the afternoon. The Mrs suggested I call a rehab facility myself. I did. They could squeeze me in this afternoon, but would need a referral and my insurance card. I felt relieved. At least I could get seen today, but it would require that I make another attempt at reaching my doctor. Oh, God.
So I waited until about an hour before the appointment to permit time for a return call – sadly, none came. So I called again. I wasn’t “feelin’ so good myself” at this point.
“Hello, Dr. Smith’s office, how may I help you?”
“Yes this is Dr. Fisher. Could I speak with Dr. Smith please?”
“Is it about a patient?”
“Yes. This is about me. It is also the third call I’ve made to this office. Is doctor Smith available?”
“Just a moment please.”
You feeling alright?
I'm not feeling too good myself, no
Yessir, you feeling alright?
I'm not feeling that good myself, no.“I’m sorry, Dr. Smith is in with patients right now.”
Well-trained I thought, but no match. I get it now.
“I’m sorry, but I want to talk with his nurse, office manager or the doctor and do not want to hang up again. This is my third call and I need a referral before 2:45 today.”
“Just a moment.”
You feeling alright?
I'm not feeling too good myself, no
Yessir, you feeling alright?
I'm not feeling that good myself, no.“Hello, this is Ms. Office Manager. Can I help you?”
I explained by situation.
“I’m sorry, Dr. Fisher. Just a moment.”
You feeling alright?
I'm not feeling too good myself, no
Yessir, you feeling alright?
I'm not feeling that good myself, no.“I’m not sure what’s happened, but I can’t see a record of your prior calls.”
Okay, I’m a professional. I tried to keep my anger contained. I realized I should not shoot the messenger, but boy, did I want to. Just before lunging through the phone, she continued:
“But I’ll handle this for you. I’m very sorry about your inconvenience. I checked again and Dr. Smith is still with a patient. But I’ll make sure it happens. My name is Ms. Office Manager.”
“You’re sure.”
“Yes, quite sure.”
“And you’ve entered this call on your phone log and have my name, SSN, date of birth, name of my first born, name and fax number of the rehab facility, etc., etc.”
“Yes.”
‘And it’ll be handled?”
“Yes.”
And thankfully, it was.
But the experience taught me a lot about our health care system of today. I know my doctor is a good guy. Part of this was my fault – I see him too infrequently – and I called him out of the blue for an acute problem.
But access to primary care really is a huge systemic problem. In our efforts to preserve sanity of primary care doctors with ever-increasing patient-care loads, we have created systems to permit doctors to work as efficiently as possible given the demands on their time. Specific well-intentioned shields have been erected to avoid inefficient distractions like acute medical illnesses. Phone message pools, answering systems, difficulty speaking directly with the doctor or even the nurse – all make for a horrible patient experience as we try to triage the work efficiently. Yet none really triage the problem at hand. Instead we get the obligatory "if-you-think-this-is-an-emergency-hang-up-and-dial-911" message. The inadequacy of this approach either leads to a loss of a referral by way of Walmart, a Minute Clinic, or the Emergency Room at best, or perhaps an injured patient with a more severe problem at worse.
I was lucky. I acted proactively because I know and work in this system. Importantly, I also came to realize that my own direct access is equally guarded – in part because I am often in procedures and yet more to the point – phone calls are time syncs – and time is money. So I have a nurse practioner help with these tasks.
While Medicare now reimburses some for phone calls made by physicians regarding outpatient services, they still do not pay for any calls following procedures – calls that could probably save tons of money if attended to promptly. But bureaucrats don’t see this. They see this time as covered under their 90-day post-operative “global period” – a ridiculous assumption that every ounce of effort for follow-up care to assure an expected outcome has already been paid for – and then they have the balls to reduce that fee by some 18% as of 1 January this year through
trickery of billing rules.
I can't wait until BillaryCare is implemented. If we think this sucks now, we ain't seen nothin' yet. By flooding more patients into our system without addressing the shortage of capable front-line doctors, it's going to get ugly.
-Wes
Addendum via a reader tip: "
Feelin' Alright" was written by Dave Mason of the band
Traffic. Joe Crocker performed this as a cover song. I regret the error.