The Rude Receptionist.

      "Frankly,my dear, I don't give a damn."  Rhett Butler to Scarlet O'Hara in Gone with the Wind.   In 1939 those were shocking words!
       Less than a century later, they reflect a prevalent attitude in our Western society.  In fact, we have had to invent 'political correctness', to pretend that we care.  I expect that from politicians and their administrative satraps, I expect that from 'Left Wing Loonies', I expect that from  the avaricious Wall Street or Bay Street Robber Barons, but I certainly never expected to find that becoming a common phenomenon in  my own profession.  Alas, it is.  The Health Care Industry is becoming indistinguishable from every other industry and the public are paying the price.  They shouldn't be surprised, because they played their share in  encouraging the metamorphosis. That's another topic that I  will  pursue elsewhere.
       I heard a story recently of a woman who after a visit to the hospital emergency room with a constellation of  neurological  symptoms sufficient to require a CT scan which appeared normal, was discharged for out- patient follow up.  Her family history included two first degree relatives who died in their fifties from  neurological causes.  When this patient, in her sixties and still symptomatic was seen by her family doctor, he felt she needed to be seen by a neurologist.  The patient got the shock of her life when she was informed that the follow-up neurological assessment was scheduled for a date almost one year away.    This would be funny if it were not alarming.  The patient phoned the specialist's office and spoke to the receptionist in  the hope of obtaining an earlier appointment, or at least of seeking some further advice over the phone.  The patient informed me that the receptionist not only told her that none of the above was possible, but did so in terms that were aggressive, rude and demeaning to the patient.  In fact the behaviour of the receptionist sounded so bizarre that I wondered how she managed to hold  a job that requires some empathy and sensitivity.   I thought this needed a little further investigation and so I went to Rate MD (ain't the Internet wonderful!) and found many accolades for the doctor and unbelievable criticism of the receptionist.  Every comment about this woman was negative.  Having been  in the medical  game for fifty four years, I  know it would be impossible for the physician not to get negative feed-back from even the most docile patient.  I know my patients would have been screaming their heads off and more than one would have been writing to the College about this sort of unacceptable, arrogant behaviour.   The patient, of course, was upset but did want to  contact the doctor to  get some further advice, such a whether he  thought it necessary to travel to another city to be seen  sooner, so she wrote him a letter.  This letter did not mention the appalling behaviour of the receptionist, simply asked the doctor would it be possible to  be seen sooner and if not whether he could recommend her seeing someone else who could see her sooner.   The physician did not have the courtesy to give her a call  but had the abusive, abrasive receptionist call her back who's rudeness even surpassed her earlier communication because she obviously resented the patient writing to  the physician.
       I have a few comments to make because I do not believe the physician could possibly be ignorant of his receptionist's behaviour.  If he does not approve of that behaviour, and if he gives a dam, one can  only speculate as to why he hasn't fired  her.  I am surprised that none of his patients have complained to the College of Physicians and Surgeons, but of course patients are often reluctant to do that because they are afraid to  lose their doctor, especially in a location where there is a shortage in  the specialty.
      Were I  that patient, unless I received an appropriate apology from that rude and offensive woman, I would  be writing a letter to the College.   
        Physicians are responsible for the behaviour of their staff and should bear in mind that their front office staff can give the impression that even the most caring physician doesn't give a damn!
         If you've experienced anything like this let me know,  I collect these stories!