I am facing somewhat of a dilemma.
As I have mentioned before on this blog, I am seeing a dermatologist in Dallas for pre-cancerous cells, primarily on my hands and face and arms. She is an expert in this area. However, her staff...yikes. They are the most sober bunch...and...at the risk of being negative, not the most helpful when it comes to insurance matters. Nor do they seem to value the fact that we drive for 3 hours to see them. For example, back in June, we arrived, only to be told that insurance was not in place (which it was, but faxes were not received), and then were told, "I told you that (referrals had run out) last time you were here."
OK...first of all, the customer is always right last I knew, and if not right, at least should have friendly support as we get the situation resolved. As Mark was on the phone with our insurance person (whom we know well by now!) and being told everything was in place, my most positive husband admitted the staff exhibited little concern about the situation. Lack of caring is not an endearing quality to parents who have just driven 3 hours with 2 pre-schoolers (which is our choice, but also not a choice since we have no family in town). And in reality, we WERE right; technology had failed us.
My annoyance is not that there was an apparent problem, but that the girl merely checked to make sure she had the correct chart before announcing that the referral was not in place. That would mean, from my observation, she did NOT have to read and check things, she KNEW with a glance, and allowed us to drive 3 hours in! We have been dealing with medical issues in Dallas for over a year now, and we HAVE had calls to make sure we did not drive in unnecessarily. I understand that insurance is our responsibility, but the "I told you last time" attitude is just not acceptable. I admit, we have been spoiled by being at Baylor this past year, and such an attitude is foreign to us! Baylor has set the bar high!
We talked about this experience and the sober (i.e., un-smiling) environment with my oncologist's office. I asked if we should stay with the expert, or go somewhere where I had a better rapport and confidence in the office staff. Their reply: Stay with the expert and talk to the doctor about it. Afterall, this is the doctor's livelihood, and she needs to know if and why she might lose a patient. Fair enough.
So, what happens? The doctor was apparently extremely busy, walked in, asked how I was doing, and no...and I mean NO window was open to voice my rehearsed speech. In fact, she was in such a hurry that when she decided to spray some nitro- on my hands, she did so without any warning that it would burn like the dickens! Mark did get in a question about the availability of the cutting edge technology in her office (and it seems she is the only one who does have it), but there was not a rapport nor time to open a discussion.
So, folks, there you have it. We have cutting edge technology available to us...we are with the expert...but have seemingly little rapport with the staff or doctor to create the healing relationship. I strongly believe medicine is more than drugs and technology. There IS a healing dynamic between doctor and patient. My husband...as probably most men...would have me stay with the treatment and get over the lack of relationship. I, however, am frustrated and not really satisfied.
And that, is my dilemma!
Labels: Dermatologisty, healing relationship