Episode Two

Today's Episode: Tales of a Karen

Me: Hi, we received a referral from your doctor to schedule diabetes education courses.

Patient: Okay, sure I guess I can schedule a time.

me: great, would you prefer an in person course or a virtual one?

pt: I only want in person.

me: So that means the next available is July 14. Is that an okay day for you?

pt: Holy crap that's almost three weeks away. That most certainly won't do I need something next week.

me: Well, the department is booked next week for in person courses, but if you absolutely need in person I can transfer you to the department directly and they can see if there is a way to squeeze you into the schedule. Would you like me to do that?

pt: Oh goodness yes, I need ASAP

me: Great, I'll transfer you.

*two hours later*

coworker: Hey Emily, can I transfer this lady to you? She is calling about her nutrition therapy course and she is very upset. I can't seem to help her and all she is doing is yelling.

me: sure, that's fine. I talked with her earlier I'll talk to her again.

me: Scheduling, how can I help you?

pt: Yes, I need to schedule my nutrition course ASAP. This is ridiculous I left a message two hours ago and still have not gotten a call back. Now I'm being transferred to you. Why is your hospital so unorganized I don't understand.

me: Well, the instructor is in a course right now, so if you left a message she may have not gotten to it just yet as she is finishing up. Did you still want an in person course?

pt: I don't even want to come to this hospital anymore.  I haven't gotten a call back and she should have called me after 15 minutes. I cannot believe I've been waiting this long to schedule an appointment.

me: I'm sorry about that, but if you only can do in person and don't want to wait until the 14th of July, there is not much else I can do to help you. You'd have to talk to the instructor directly to see if she can squeeze you somewhere in her schedule so that you can have in person sooner.

pt: You absolutely will NOT transfer me again, I am tired of being sent around from person to person. What kind of customer service is this? Everyone should be able to do the same job are you stupid or something? Just put me somewhere on the schedule!

me: Just to be clear, you want somewhere on the schedule which means that it will be a virtual course. 

pt: Just put me on the f*cking schedule. I'll do a virtual class if it gets me an appointment and off the phone with you.

me: Okay, July 5th they have a 10am.

pt: Wonderful. Finally you are doing your job.