ANA Discussion Forum
Post-Treatment => Eye Issues => Topic started by: CROOKEDSMILE on March 12, 2009, 11:46:08 am
-
I went for a consultation with the Oculoplastic surgeon in Nashville (6 hours away) 2 weeks ago. Surgery for a canthoplasty was scheduled at that time for March 13th. I booked my hotel at the Sheraton Downtown Nashville through Hotwire for cheaper rates on a 4 star hotel. My Mom, Dad, 4 year old son and I were packed and getting in the car to make the trip and I get a call from Dr. Klippensteins office saying that she has cancelled my surgery because she wanted to review my medical records from my brain surgery and previous eye surgeries and needed to get records. WHAT!!!!!!!!!!! ARE YOU KIDDING ME!??????!!! She had 2 weeks to do this and she thinks of it the day before surgery and cancels. I lost all of my money on my hotel room and it is nonrefundable since it was purchased through hotwire.com. Over $300. All they could do was say Sorry but the lady was VERY rude in even doing that! Now I really don't know what to do. Do I let them get my records and eventually do the surgery or do I want someone like that who does that to a patient to even do my surgery? UGH. I want to scream. My inlaws were coming in town to help with the kids and they show up tomorrow. Everything is totally screwed up. Is there such a thing as doctors who make sense any more? Totally uncalled for!
Angie
-
Oh, Angie, I'm so very sorry. Two things come to mind. First choice: leave the kids with the in-laws and head to Nashville anyway for a getaway with your husband. I'm sure the two of you could use the time together to decompress after all that has happened the past few months.
Second, call your credit card company, explain the circumstances, and ask whether you can contest the hotwire.com charge. Chances are slim, but you never know until you ask.
My vote, though, is that you and your husband go for the mini-vacation.
Sara
-
Angie, while many of those travel bargain sites don't offer refunds, I think most will allow you to make an exchange, perhaps for a fee, and select a new week. I would check before it's too late. Othewise, I'm all up for the vacation idea!
Hope things go better!
Ernie
-
Oh Angie I feel your frustration!!!
Sara had a great idea. Go and have a good time with your husband.
Some doctors are dorks!
Hugs Michelle ;D
-
Angie: I am so sorry to hear this. I'm glad Sara chimed in 1st because I'm ready to reel into that doctor; how dare she so 'matter-of -fact' call you & postpone the surgery the day before ! She should have done her homework before the 'day before surgery.' After it's all said & done I would complain to the medical director of the hospital about it. I mean, no consideration at all for what you have to prepare ! Jeez Louise ! No one is that oblivious !
Hang in there Angie, keep a peaceful heart.
I know this is rough having to wait longer - the 1st time I was to have my platinum weight surg., my blood pressure was so high he wouldn't operate, I was so upset I started crying - I didn't want to wait another day, week - I was ready today !
Deep breath in & out (I don't know if that's for you or me !, okay, both ! !).
Always good thoughts, Nancy
-
Angie:
I'm ticked off just reading about this episode! What a rude doctor! They would have to peel me off the ceiling if this happened to me, as well as talk me out of screaming invective at this person for being so ridiculously insensitive to my time, as if I had nothing else to do but schedule surgery 600 miles away, then have it abruptly canceled, then wait around for the next surgery date. How absurd! I have to concur that a vacation in Nashville is warranted, if you can afford to do that but I would tell this Dr. Klippenstein to go eat my grits. It's just my unsolicited opinion, of course, but this kind of insensitivity does not bode well and I wouldn't use him this doctor.
Jim
-
Angie: I agree with Jim, I'd look into another doctor also, while I'm waiting for the next surgery date. Then YOU can 'cancel' if you find another oculoplastic surgeon.
There's always my doc, Dr. David Tenzel in Aventura, Fl., he's the best !
Okay, another deep breath, Nancy
ps: I wonder how many post facial paralysis cases she's done.....
-
I wonder, Angie, if this is not divine intervention that you do need another surgeon.
Sara
-
Thanks guys. I was so angry and crying so hard. I would have felt much better if they had called and said....we're sorry we dropped the ball and have to cancel your surgery at the last minute. We didn't get your records for review but instead the lady was sooo rude and just told me I lost my money but "HEY...be thankful you've got a doctor that wants to be thorough!" She even said..'I don't think you get it! All your worried about is your hotel money. I would be glad if my doctor had the ethics of this doctor to want to review records before a surgery". NO! I GET IT....... I told her. I'm very glad but she had 2 weeks to do this instead she let me walk out the door with bags packed and hotel booked then called! I'm so sick of doctors right now. I need a doctor close to home that can do the surgery and we don't have any good ones here in little ROck. THe only one we have is the one that took out my platinum eyelid weight and he did a crazy zig zag cut they healed puckered on my eyelid when he told me that he would follow the crease of the eyelid (he did not) and then I got a nasty hospital acquired infection that ate at my eyelid that required daily visits and tons of antibiotics. Who would I call to file a complaint? I of course don't want to do it until I decide if I'm going to allow her to do my surgery but eventually I will call in a complaint. Lori.......Aren't you shocked about this? She was such a nice lady and I know you've met her. Maybe I should've gone with her partner Wesley. I'm beginning to think that some of these doctors get their license out of crackerjack boxes. Maybe they are good but just have no consideration for people's time or money. Well. I'm working myself into a tizzy so I'll shut up. Sara.......the vacation sounds good but my inlaws aren't very use to watching small children as they only see mine about 4 times a year and we live on a busy street! I would be a nervous wreck as the last time I let their Grandfather watch the little one he got sidetracked and Tanner almost ran out in front of a car as he watched and ran after him in horror. Just NOT good with little ones. Very loving but absent minded. Anyway. Will look forward to my vacation coming up in 4 weeks then will think about this eye surgery later. I don't think these doctors realize what all we deal with after surgery for AN's or hemifacial spasms as in my case. It is never ending.
Nancy........I'm deep breathing like you said (and fire came out! lol)
Angie
-
Angie,
Since I don't have all the details of what happened in getting your records, I'm not going to take sides here. I've worked in the medical field for many years in many different capacities, so I know how hard it can be to get records from another doctor in another state. To quote Dr. Phil ( I do that a lot lately) - "no matter how flat you make a pancake, there are still two sides". I am truly sorry about the aggravation it has caused you though.
My opinion of those two doctors is very favorable. I've never had any problems and they are highly regarded in the field of AN related eye issues in this area - and are the only ones that the neurotologists from Vanderbilt and associated hospitals refer to around here because of their reputation. Like I said, I've never had any issues with them - they were compassionate, efficient and polite in all my dealings with them. I wish you had the same experience. When it comes to doctors, it's not one size fits all - you have to find the one that is the right fit for you. I was fortunate to find the right fit for me right here in town.
I hope you have better luck finding the right doctor for you and I'm sorry my recommendation didn't work out.
Lori
p.s Jim - I believe the correct southern phrase to express anger is "kiss my grits". Spoken down here, if you told someone to "eat your grits" they'd just say "thanks, don't mind if I do!". And there is your Southernese lesson for today. Isn't that caddy wampus???
-
Hi Lori,
Thanks for your reply. They never even had me sign a medical record release form at my initial consultation. They did that yesterday via fax to my home when they called to cancel my surgery as I was walking out the door. So I guess they just forgot to do it. When I asked why this wasn't done before now......she couldn't answer that. All she could say was I have to do what the surgeon tells me to do and she wants me to cancel your surgery. I do like the surgeon, she was very nice. I guess everyone is entitled to "a" mistake (just one. lol) I would rather forgive and forget knowing that she is a highly respected and talented doctor and go ahead and let her do the surgery than to pick one out of the phone book! And hey what's $300 in lost hotel money.........(a nice shopping spree!)
Angie
-
p.s Jim - I believe the correct southern phrase to express anger is "kiss my grits". Spoken down here, if you told someone to "eat your grits" they'd just say "thanks, don't mind if I do!". And there is your Southernese lesson for today. Isn't that caddy wampus???
Lori:
Thanks for the correction. I should have remembered this from the old TV show 'Alice' . You're probably too young to remember this show but it was a TV hit in the late 1970's. The character of the earthy waitress 'Flo' (perfectly played by actress Polly Holiday) would often use it on her boss and anyone else who annoyed her. It always got a laugh from my wife and I. We thought it was a good way to show anger, contempt or just plain annoyance without really cursing. Unfortunately, living in New England, my using the phrase would likely just draw a confused look from most folks, so I'll have to keep it in reserve for when I travel down south and want to have a good exit line at the end of some otherwise futile argument. :)
Jim
-
Jim,
Just wanted to make sure you get your true point across when traveling down south! :D Somehow, I think these cute little southern phrases lose something when said with our Yankee accent anyway!
I do remember that show - I always kinda liked Vera, the airheaded waitress. Don't tell my sister, but she always reminded me of her...very sweet, but not the brightest crayon in the box. ;)
Ok, enough reminiscing, we'll get our grits beat to a pulp by Phyl if we keep this up.... back on topic!!!!!!!!!!
Lori
-
Angie...just wondering if you could get a credit for your hotel for a later date with a medical statement? If Hotwire would do this, I believe the least your Dr.'s office could do is write a letter.
Obtaining medical records can be tricky, even for other medical institutions. Some will release records from provider to provider without a release and some won't. It can also take quite a while (up to 8 weeks in some facilities) to obtain medical records. It is a pain for everyone. Good luck.
-
Welcome to my world! My thread was entitled "Torture". See link below.
http://anausa.org/forum/index.php?topic=8765.0
-
When I asked why this wasn't done before now......she couldn't answer that. All she could say was I have to do what the surgeon tells me to do and she wants me to cancel your surgery.
Angie -
tuning in late here - haven't been on the forum much this past week, my "regular" life got in the way ;)
Anyway, while I'm sorry for what happened to you, I'm looking at this from another perspective. I think you really need to talk to the doctor about this problem; her staff member was just relaying the doctor's message. In other words, don't shoot the messenger.
Communication between a doctor and a patient is crucial and if you aren't getting the communication you need - and are certainly entitled to - you should take that up directly with the doctor. I'm not at all defending the doctor here, but you need to fully understand why the surgery was cancelled with such short notice. And, in all fairness, the doctor is entited to hear your frustrations directly from you.
Most doctors although busy, aren't idiots - perhaps there are some very good reasons that she had to cancel with such short notice. Before you rush out and find a new doctor, I'd get the whole picture.
As for the hotel room, I'd contact Hotwire, explain the circumstances, and see if they'll work with you. You definitely have a good reason for having to cancel the reservation, and as oHIo said, I'm sure the doctor's office could write you a letter supporting your cause if you needed one.
Jim & Lori -
my age might be showing, but I absolutely remember 'Alice' and loved Flo. Thanks for the blast from the past.
Jan
-
I feel your frustration >:( I cried and wanted to SCREAM after I drove up to San Antonio from Corpus Christi, TX to get my tarssorphy reversed. i.e. get my eye opened! I got a call on my cell phone as I was leaving the hotel saying they had to cancel the surgery because they ran out of gold weights #$&!!.
I being a nurse tried my darndest to get the surgery going again, just to open the #@$! eye.
No luck.
Went to IHOP and binged on buttermilk pancakes (yumm),went shopping, spent lots of money, felt a little better, but not much.
Man if these people could be in our shoes for just a minute.....
maureen
-
Hi, Angie ~
Me again. Jan's post motivated me to echo her suggestion that you try to talk to the doctor before making an irrevocable decision.
When I relayed a synopsis of your experience to my wife, who has dealt with a wide variety of doctors as well as undergoing many surgeries over the past 15 years, her immediate response was "I would have told the clerk (or whatever her title was) to have the doctor call me, as soon as possible" The goal being, just as Jan stated, to gain some clarity on the reason for the sudden cancellation - and to allow you to express your frustration (politely, of course) at the huge inconvenience of the last-minute cancellation.
Incidentally, this is why my wife usually gets results when she deals with doctors offices and any business that she finds not servicing either one of us, fairly. Me? I just yell at some hapless phone clerk (sort of like 'Mel' in 'Alice') or give up on dealing with the cause of my frustration as I smolder with resentment at my shabby treatment. This is why my very capable wife handles most of our telephone transactions that have even the possibility of involving complications and why she has had a very good rapport with her doctors. It's a gift. :)
Jim
-
Hey Guys,
Asking to talk directly to the doctor sounds good although everytime I asked why it was cancelled last minute she would say......."I'm only doing what I'm told to do and I have to do what the surgeon tells me to do and that's that." She kept telling me "I don't think you get it. You may have lost your hotel money and that's all you're worried about. You ought to be glad that you've got a doctor that is thorough".
My response.......I've been a registered nurse for 13 years and understand being thorough and very glad that she is but why wasn't she thorough 2 weeks ago.....during my initial consulation......have me sign a medical release form then......get the records even if it took 3-4-6 weeks to get them, review them then call and we would schedule the surgery then. Instead....no medical release form was signed, no records were requested, surgery was scheduled. hotel paid for. Then OOPS! We need to cancel because we realized we need you to sign this form....... as you're walking out the door to come here for surgery...... so that we can obtain records.
Putting the cart before the horse........Done a little backwards! It is OKAY to make a mistake. I've made plenty. BUT own up to them. Say. Oh darn. We missed a step. We forgot to have you sign this paper so that we could obtain your records for review and I would have been A-okay. No big deal. Do what ya gotta do then give me call when you are ready. Instead I got "attitude" when it was THEIR fault. I do believe that this doctor is VERY good at what she does and it isn't her fault for how her messenger behaved and relayed the information-VERY rude. It is the doctor's fault that she forgot to have me sign the medical record release form 2 weeks ago and she should not have scheduled surgery immediately until her research was done. BUT I will still allow this doctor to do the surgery because I know in my heart that she means well and that she is good at what she does. What really aggravated me was the manner in which I was dealt with by the surgery scheduler! No compassion, no apology. NOTHING but rudeness. I'm over it. Will trust that God postponed this for a reason and that eventually all will work out fine. The scheduler will NOT be doing my surgery so who cares if she's rude.....right? The surgeon will be Reviewed and Researched on my case and all will work out GREAT! I'm thinking positive thoughts and trying to remember that everything happens for a reason. Dr. Klippenstein is an amazing doctor (so I've heard and do believe) but a mistake was made and surgery was scheduled when it should not have been but this isn't a first. A mistake made in the medical field. Naw. Never. No how, no way! OKay...........back to being positive, Angie.
No one is perfect but "I'm sorry, goes a LONG way"
Angie
-
Some time ago a friend of mine told me to stop getting mad when people cut in front of me while driving. As he explained it, you don't know what may be going on in that person's life at that time. Maybe they really need to get somewhere in a hurry for a really good reason; maybe some day I will too.
It is not possible to believe that all the people that cut in front of me while driving have something really important to do; I know very well that most of them are just being selfish and rude. But I don't know which ones. The lesson is therefore to learn to give all of them a break in your mind; today it might be the one that has a good reason. It actually works, by the way; your stress while driving will go down.
My point being that there might be some good reason why the record issue got overlooked in the first place, or why the person you spoke with was not able to be more gracious. Even if you are pretty sure that is not the case, and that they were just being rude, you don't know that. So take the high road and let it go. Your eventual surgery and outcome are more important than this incident.
Steve
-
Very good advice Steve,
Hence me letting it go and thinking positive!
Angie
-
Angie,
Here's to letting go! It sure is good to vent though, isn't it? And you're a nurse too! Me too. So in our profession we are caring and empathetic and then meet these bozos who shouldn't be in the health profession because they don't care about people.
Ultimately the doctor's responsibility. I'm sure it is not high on her (?) priority list to can the receptionist and hire someone who CARES.
Oh and one more story of mine please of inconsiderate receptionists.
:)
I mentioned this on another topic---
I made an appt with my ENT doc who did the MRI because I had not heard back from them.
Assuming all was OK, got in there. He slaps on the MRI, about had a coronary I'm sure, and mentioned that I had a huge AN and would require brain surgery. NO ONE had alerted him of this abnormal MRI. It was just filed.....
He called in his receptionists and gently scolded them. He mentioned he didn't want to be too rough on them, because he had been scolding them a lot recently.
They stood there like deaf mutes, maybe mumbled an "I'm sorry.". When I left they said "Have a nice day." Not "I'm sorry" or "We're sorry".
UNBELIEVABLE.
So I feel your frustration, AGAIN >:(
Maureen :-\
-
I had a thought: a similar thing happened to me, had to cancel a reservation made online but lost the money. I called my credit card company and asked them to intercede and in the end the hotel chain gave me my money back. Worth a try. Sorry for all the stuff though!
M