I had a telehealth appointment scheduled at 10 AM with my specialist. I used some of my sick time to take the morning off and get ready. At 9:30 AM, someone from the practice called. I didn’t recognize her name or voice, so I can only assume she is fairly new.
Receptionist: “Hi, this is [Name] from [Practice]. Your doctor is running a little behind, so we have to bump you to 1 PM.”
Me: “Oh. Okay…”
Receptionist: “You’ll get a new email with a new link closer to the new time.”
Me: “Okay, thank you.”
I called my boss and explained what was going on, and he agreed I could just work from home and log my half-day that way. At 12:45 PM, I had not yet received my new link, so I called the office. They were, of course, closed for lunch until 1 PM. I called again right at 1 PM.
Me: “Hi, this is [My Name], I have a 1 PM appointment with [Doctor], but I haven’t received my link.”
Receptionist: *Condescending.* “That’s because it was 10 AM, not 1 PM.”
Me: *Matching her tone.* “Not according to when you called me at 9:30 AM this morning.”
Receptionist: “One moment.” *Hold music plays for a few minutes.* “Okay, we can reschedule you for 3 PM.”
Me: “But was my first appointment rescheduled or not? Because—”
Receptionist: “—You are now scheduled for 3 PM. You will receive a link closer to that time.”
She hung up before I could say anything else. At 2:50 PM, I finally got a new link… for my appointment at 1 PM. So, I called again!
Me: “Hi, I’m very confused by this telehealth system. You called this morning and said my 10 AM was moved to 1 PM, then when I didn’t get the link, you said it was not moved, but you could reschedule me for 3 PM. I just got a link right now for a 1 PM appointment.”
Receptionist: “Okay?”
Me: “If I use this 1 PM link, is it going to work at 3 PM?”
Receptionist: “No.”
I wait a few seconds, thinking she was going to say something helpful…
Me: “Okay, so—”
Receptionist: “—If you have an appointment at 3 PM, the reminder email, the reminder texts, and the link will all say 3 PM.”
Me: “Okay, but—”
Receptionist: “—The link will be provided. Have a good day.”
She hangs up again. By 3:15 PM, I still don’t have this alleged new link, so I give up. Around 4 PM, the doctor calls.
Doctor: “Hey [My Name], I’m sorry about today. We have a new receptionist, and she was trying to be helpful by spacing the appointments out, but… well, do you have time to talk right now?”
Me: “Sure.”
The whole call lasted eighteen minutes, and I was done. I have not heard that receptionist on a call or seen her in the office since.