A Rant & A Rave
I just finished reading today’s DPC News. Dr Purcell ranted a bit.
I need to do the same.
This past month, we have had to deal with one of the major hospital networks in our area, Duke University. Maybe you’ve heard of them?
They are nationally ranked and world renowned.
But that is where compliments stop.
Our office had to re-submit an application for access to their EPIC because of a outdated password. Easy enough, so I thought.
IT TOOK 5 WEEKS. Yes you read that correctly. 5 WEEKS. I don’t know why.
The only explanation I heard when I repeatedly called, emailed and reached out to them was they had “an extensive backlog that they were managing.”
The interesting thing was that the new password was able to be established 12 hours after I posted about it on X. Damn coincidence.
During those same 5 weeks of waiting, I was taking care of a patient who had metastatic cancer, a recent ICU stay followed by rehab, and was finally back home.
I needed to speak to his cardiologist, a Duke doctor. I tried to call. I tried to maneuver the phone tree ( 20 min wait to speak w triage nurse via the doctor line). I tried to follow their suggestion to leave a message (if you couldn’t wait the 20 min, they’d call you right back).
I tried to wait patiently as hour after hour went by.
Finally I gave up and made the best medical decision I could without cardiology assistance.
Patient did well and we avoided an ER visit & a readmission.
It is amazing, in a scratch your head kind of way.
A top notch healthcare system cant get the simplest communication streamlined.
Here is where my rant stops and my rave begins.
Enter DPC.
So simple. Call and the phone is answered by a person.
Need to speak to us? We got you! Usually within minutes. Maybe 20 minutes if it’s a busy day.
Need a med list? Got it.
Needs a form completed? Sure, I’ll email it back to you by lunchtime…
but NEVER EVER EVER 5 WEEKS
I love our office, admire our staff and work hard for our patients.
Making healthcare is simple and efficient is so easy. Common sense really.
DPC is a breath of fresh air.
I can’t rave about it enough.
I’m counting my blessings.
Merry Christmas Everyone.
Merry Christmas!
Merry Christmas Amy!! We have the same issues around here with the big hospitals in Topeka – we were told one time that their backlog for something was 3 months. Another time after they recovered from a big data breach/hack they were having such issues that they told us that it might be faster to MAIL our request to them instead of fax….
MAIL ?? like snail mail w USPS. Oh lordy. YOU NEED TO RANT W that one
Interesting as had a similar incident. My wife had pelvic floor surgery (complications from childbirth 25 years ago that slowly increased. Had surgery with a urogynecologist and colorectal surgeon. Surgery went well by the way.
We saw the urogynecologist for follow up and had a dehiscence (minor complication). She knew I was a Family Physician. We decided it was not infected and held off on antibiotics. Appointment ended at 5pm. She then called the colorectal surgeon and then decided to start antibiotics. She sent them to the pharmacy and called my wife (we were in different vehicles). I called the number back within minutes of her being called and the phone was of course a number in a system that is conveniently blocked. That was Monday night. We sent messages the next four days asking for a call back. She called back on Friday saying acceptable to hold off on the antibiotics. Saw her 3 days later in follow up and dehiscence had healed significantly.
My wife mentioned not being able to get a hold of her. Her response (unapologetic), the nurses in the system answer thousands of emails and calls. Her inbox is always full. No apology and no concern to fix the issue. Otherwise she has been a nice person and surgeon but that was very disappointing.