After Hours Is After You

, , , , | Healthy | July 29, 2018

(I work for a company that takes hospital calls and after-hours calls for doctor’s offices. The majority of our doctors DO NOT take certain type calls after office hours, and only specific doctors can be called. Some patients refuse to acknowledge that and only make themselves look the bigger fool. It is late on a Friday.)

Me: “Hello! You’ve reached [Service]; how can I help you this evening?”

Caller: “I need [Doctor] paged.”

Me: “All right, ma’am, [Doctor] is not on call; however, the on-call doctor will be taking the page.”

Caller: “No. I don’t want the on-call doctor; I want [Doctor].”

Me: “I’m sorry, ma’am, but I am unable to do that. It’s against policy to page doctors not on call.”

Caller: “I don’t care; I want [Doctor] paged now.”

Me: “All righty, ma’am, I’ll need this information.”

(I list off information needed and the caller interrupts.)

Caller: “Why do you need that information? You’re the doctor’s office; you should be able to look at the  computer.”

Me: “Ma’am, I’m not the doctor’s office. I’m [Service]; I handle after-hours calls at a separate location.”

Caller: *huffily gives half the info needed*

Me: “I also need the reason you need to page the after-hours doctor.”

Caller: “I need my birth-control refilled. I ran out today and I need more.”

Me: *trying not to let the aggravation seep into my tone* “I’m sorry, ma’am, but I’m unable to page the doctor for this reason. Prescription refills are to be handled by the office on Monday when they open.”

Caller: “But this is an emergency!”

Me: “I apologize, but I am unable to send that page.”

Caller: “You’re the doctor’s office! You have to send it to the doctor! What am I supposed to do until then? Not have sex?”

Me: *just over her attitude* “Ma’am, the doctor’s policy is that prescription refills are to be handled by the office on Monday.”

Caller: *rains down a multitude of expletives before threatening to get me fired and hangs up*

(She STILL calls almost every other month with the same issue. Friendly reminder: if you see you have two days for ANY prescription, please, please, please call it in before then and don’t wait until after hours to get a refill!)

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