Let me set the scene. It's 8:05am on Monday morning. The phones have been ringing non-stop since they turned on at 8am. There are 5 calls waiting. It's going to be a fantastic day.
me: Central Scheduling, how can I help you?
pt: My name is Dr. Craig. My doctor sent an order over for a test but I haven't gotten a call yet to schedule. I was supposed to be seen on Saturday and now it's Monday.
me: Well scheduling isn't actually open on Saturdays, so that would be why we haven't called you yet. Also, the testing department isn't open on Saturdays either.
pt: My doctor was supposed to send it over Friday. So why did nobody call me?
me: As a courtesy, we try our best to follow up with patients to schedule appointments, but it does typically take a few days as we have a lot of incoming orders and tests to be scheduled. So with the large amount of incoming calls as well, it just takes time. That's why offices typically tell patients to call us.
pt: My doctor ordered this to be done ASAP and I was supposed to have it done on Saturday. But nobody called me.
me: Well again, we were closed Saturday and the department doesn't do tests on Saturdays either. I'm looking at the order here and the doctor ordered it routine. Did you want to schedule an appointment now that we have you on the phone?
pt: I work this afternoon and am off at 5pm. Can I come in today?
me: I'll have to take a look and see what they have available. Do you have a contrast allergy?
pt: I think so? I'm pretty sure. I have been given Benadryl in the past. They told me that any time I had a test I needed the medication.
me: What was the reaction?
pt: I had a reaction, I don't know hives maybe? That was 20 years ago so I don't remember if I had anything. I don't even think I have an allergy, I just know that I get Benadryl each time I have a test.
me: Okay, well they wouldn't be able to do today then because you would need to get the 14 hour allergy prep from your ordering doctor. So tomorrow is the earliest we could schedule.
pt: But my doctor didn't order it with contrast.
me: Actually, the order we received does say contrast. If that's not correct the doctor would need to send over a new order stating without.
pt: If you are saying it needs contrast, then I guess it needs contrast. I'll get the allergy prep.
me: Tomorrow they have a 5p with an arrival of 330p. Does that work?
pt: I don't want afternoon tomorrow. I want something before 1pm.
me: The only appointment they have tomorrow is that 5p with the 330 arrival. Would you like that appointment or a different time?
pt: I mean, I guess if you're not willing to work with me then I will take the 330p. But why do I have to arrive so early?
me: The test requires oral contrast, so the contrast drink, and the protocol is to arrive an hour and a half earlier to drink at the facility.
pt: I used to drink at home, why can't I just do that?
me: Protocol changed a few years ago so now the department has patients come to drink at the hospital.
pt: I mean, I guess if I have to fine but that's inconvenient.
me: And the insurance on file is MetLife. Is that the same?
pt: If that's what the system says, that's what I have.
me: Okiedokie then, well we still need to verify. So if you still have MetLife then you are all set for tomorrow. Just make sure you call your doctor for your allergy prep. Any questions?
pt: Nothing today for an appointment?
me: No because again, you have to have premed.
pt: Fine. Then goodbye.
me:
