(I called several days ago to get some prescriptions written by my doctor, as they were originally prescribed to me in the hospital but are long-term medications for a few of my disorders. I spoke to my doctor’s nurse, who said that it would be no problem to get them; just come in and pick up the prescriptions. Note that, due to my being in the hospital so often, my doctor has a standing order with her office staff that no matter when I show up, with or without an appointment, she’ll make time to see me. This happens just after they hire a new receptionist.)
Me: *to the front desk receptionist* “Hi, I’m [My Name] and I’m here to pick up some prescriptions that [Doctor] wrote me. [Nurse] said they’d be ready by last week, but today’s the first time I’ve been able to get here.”
Receptionist: “There’s a note in your file that says you have to make an appointment with the doctor before you can get those medications. You can’t have the prescriptions.”
Me: “But [Nurse] told me it would be fine!”
Receptionist: “The note in your file says that you have to see the doctor.”
Me: “So why didn’t anyone call me to tell me this?”
Receptionist: “The note in your file says—“
Me: “I KNOW what the file says! I’m asking why no one thought to call me with this information! I live over two hours away! Why did I have to drive all the way here to find this out?!”
Receptionist: “Well, the note is in your file. You should have known.”
Me: “Really? You expect me to know what notes y’all put in your system, which I have no access to?”
Receptionist: “Well, the note is in your file. I don’t know what you want me to do about it.”
Me: “Actually, it’s your job to call people when things like this come up.”
Receptionist: “Well, I did put the note in your file, so I did let you know!”
Me: *mentally facepalming* “Okay, since I have to see the doctor, and I really need the medications today, just go tell [Doctor] I’m here and I’ll see her when she’s got a minute. I’ll wait.”
Receptionist: “She’s too busy to see you today.”
Me: “That’s why I said I’ll wait. She’ll work me in.”
Receptionist: “No, she won’t. I’ll make you an appointment for [date three months away].”
Me: “I can’t wait that long! Just let her know I’m here, please.”
Receptionist: “No. I won’t. Just because you forgot to get your medications filled, that doesn’t make this an emergency. It’s your fault; you deal with it.”
Me: “Wait, let me get this straight. I called for my medications over a week ago, no one called me to tell me that I had to see the doctor, you just put a note in my file in a system that I have no access to, you’re refusing to tell the doctor even though I know she’ll see me, and this is my fault?! By the way, I know there’s a note taped to the wall just behind your computer telling you that I’m one of the people she’ll always see, even without an appointment. Can you please look at it?”
Receptionist: *without even looking at the note* “No. It’s your fault. Now go away.”
Me: “No. Look at the note. I’m not leaving until you do.”
Receptionist: *finally looks at the note* “That isn’t you. You’re just trying to get special treatment.”
Me: “Yes, it is. Look at it. My name is [My Name], my birthday is [date], and my social security number is [number].”
Receptionist: “I still don’t believe you. I’m not going to interrupt the doctor just because you forgot your medications and didn’t read the note in your file. Now go away!”
(She shouts the last part loud enough that several people in the waiting room turn to look. I’m near tears and have the beginnings of a panic attack. Luckily, her yelling brings my doctor into the reception office, as well.)
Doctor: “[Receptionist], why are you shouting at my patient?!”
Receptionist: “Because she won’t leave! I’ve told her that she has to talk to you about getting her medications, which I put a note in her file about, so she should have known! Now she’s saying she’s on this special list, but I don’t believe it’s her. I just think she’s making it up so she doesn’t have to wait three months like she should have to! It’s not my fault she forgot to get her meds on time!”
Doctor: “So, you put a note in her file but didn’t call her to let her know she had to come in, even though that’s part of your job? Then refused to let me know she’s here, even though she’s on my special list, just because you thought she was lying? Then you yelled at her in front of everyone, even though stress is listed in her files as something that can literally put her in the hospital, sometimes for weeks?!”
Receptionist: “No! I didn’t do anything wrong!”
Doctor: “You did everything wrong!”
(The receptionist continued to argue and my doctor ended up having to call security to have her removed from the building. She was still screaming, “But I put a note in her file!” as she was being physically carried out. The kicker? It took my doctor less than five minutes to write the prescriptions I needed.)
