Another Member of Their Team

This morning I set off in good time for my appointment at one of the hospitals in our area for an appointment.  I had already had the usual letter which proclaims 'You will be seen by said consultant or a member of their team.'  I never like seeing ' a member of their team' - never have, never will unless it is completely unavoidable and even then ...

This morning I present myself at said reception to check in and say I would like to see the consultant concerned.  Usually and in other departments I am told fine, no problem just take a seat.  This time it was a pained expression levelled at me across the desk and: "Well, I'll ask - I can't say whether you can see him, but I'll ask anyway."  Great start huh?  I sit and wait, whereupon I am sneezed all over by one person moving across to sit on my left, and coughed all over by someone else doing the same on my right.  Handkerchiefs anyone? Seriously, you still just let rip?  Hope it's just hay fever but no doubt if it's anything contagious like the plague, I will find out in seven days when the virus has had to get going.

A little after 9.25am my name is called and I am led to the office of 'a member of their team' and I stop and say: "No, I want to see the consultant" at which point nurse doesn't seem to understand  and starts ushering me into a member of their team's office.

"No" I say, "I want to see the consultant" at which point said member of their team pipes up "That's ok, no problem."  But the nurse who really didn't like me asking to see the consultant whom I had specially asked to be referred to would not let it go: "Well, you can see him but he has other patients to see."

What am I then? chopped liver? 

"You may have to wait a long time because he has other people to see."
"My appointment is 9am."
"You'll have to wait."

At which point said member of their team interjects: "No problem, perhaps we can bring in another patient and this lady can see the consultant" and hands my file back to the nurse who is still trying to get me to stay where I am and be seen by a member of their team. 

Starting to stew a little, I go back into the waiting room, which by now is full to bursting, approach the reception desk and ask how long I am likely to wait, have I been put back at the bottom of the pile for my insolence?

"The consultant only sees new people, those with complex issues and anyone else is seen by a member of their team" she intones without looking up -  a clear case of 'Computer Says No' delivered in the same deadpan tones only nowhere near as amusing as David Walliams.

"I am a new person" I say and wish that it were literally true.  No back problems, no twisty curving spine with all the problems it brings and looking like there is nothing wrong with me on the outside.

"Well, you still have to wait."

"How long?"
"Well he had his secretary in there for 20 minutes this morning so we're already  running late."
'Oh aye' I say to myself, but am sorely tempted to say it out loud.
"With paperwork" the receptionist says quickly, "they don't have time to do paperwork so it has to be done in clinic."'

I explain the problems I have with my back and that I have seen this particular consultant twice in the past, so while I am 'new' today I have seen him in the past and he has told me to come back and see him again if needs be.  Needs definitely be - so here I am.

"He doesn't see follow ups as a rule" receptionist says

"I am not a follow up, I am new" I state again.
I'm liking my composure here, seems to be getting her more irked.
"If you take a seat for ten minutes and come back to me, I'll see what I can do."
"Ok."

Fifteen minutes later I go back.

She comes round the desk to my side: "What have you decided?"
"You said to give it ten minutes and you'd see what you could do."
"Well it's a little longer than that" she says tartly.
I take a deep breath.
"Wait here" she says and off she goes into the consulting rooms.

Five minutes later she comes out again.

"He really is very busy."

"Yes, I think we've established that already" I say, "and I am a patient who had an appointment at 9am with this consultant."
"He doesn't see follow ups, they are usually seen by a member of their team."

"I'll rearrange the appointment then."  

 

Never mind the very early start, getting the dog into the car as he is too elderly to leave on his own in the house, make sure he has some biscuits and fresh water to keep him going, husband trying to find somewhere out of the sun to keep him cool, trying to beat the traffic jam on the M20 this morning, paying for the petrol to get there, paying the car park fee when we get there, getting there on time and then everything stops.

 

"I can't do that here, you'll have to go to planned care and they'll do it."

At this point I am usually throwing my toys out of the pram but today, I shrug it off, I am not willing to let some little martinet ruin my day so I smile sweetly at her and say:  "I am not a follow up. I am a new person, I have seen this consultant before and I want to see him again, I have a thyroid condition and he is a thyroid specialist"

"He is running late today and everyone is late in to see him."

"What is the latest I am likely to wait, how long is this clinic on for?"
"Well he has to be in surgery this afternoon, so no later than 12 noon."

Progress ... of sorts.

"I'll wait."

Just over half an hour later at 10.25, I am seen but it was a close run thing. The consultant is, as ever, lovely, kind, professional and courteous.  I wonder if he knows about the petty one upmanship going on in the waiting rooms around hospitals here as the receptionists know they have the upper hand and are bereft of caring or give that impression certainly.

If only patients didn't keep getting in the way of their admin, I think they'd do a pretty good job, these swivel chair dictators and their petty minded powers...

 

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