Well, our first hiccup related to treatment comes to us courtesy of Shands. True to form, they are working hard to prove me right, that they don't always put the needs of their patients first.
Tonight I learned that Shands didn't order Gracie's enzymes early enough to have them delivered for her treatment tomorrow. Sarah had to reschedule for Thursday. Sure it's not the end of the world, but it is a big hassle for Sarah, as she arranged her schedule to take an entire day to travel to Gainesville for this full-day treatment, shuffling other appointments since this is obviously her top priority.
Frankly, it pisses me off. They were given plenty of notice, and holiday or not, should have been prepared. What really burns me is that they don't apologize, take any responsibility for the problem, and make light of it pushing the burden to my sister - who, if you haven't noticed, has enough of her own challenges to deal with. It's amazing how mis-directed some physicians' blame can be (overt or covert), and the fact that they don't recognize the implications.
A simple apology can do wonders for your patient's/ client's trust in and dedication to you, not to mention loyalty, referrals, etc. It takes me back to my posting about ownership of the patient-physician relationship. You are not God, you are a doctor. Finding one who shows a little respect (even if that means dropping the one you have) is a lot better use of time than dealing with someone so willing to waste yours.
My take is this - tell them what you think, make sure that they understand that you need to know that you are their top priority, make sure they know that you need to know that you are their top priority again, and then explore other options to see if anyone else in interested in working with a dedicated family and a rare, interesting, extremely profitable, and challenging patient/condition where the clinical team is really making a difference and improving someone's life. There are plenty of fantastic pediatric specialists in Jacksonville. I don't think it would be too hard to find a replacement. Do you?
Apologies for venting. Clearly missing little Gracie. :(
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5 comments:
Mom and I had long discussions on Shands...they stink(I am being polite, gave up cursing for Lent)
I have had multiple bad experiences with Shands,and my experiences were exactly as you have so plainly described. And furthermore, I would also add that in general the attitude has been one of total disinterest and flat out, they just don't care. One of my favorite experiences was being told that I no longer fell within their treatment parameters, (being deemed not worth their time and effort treating is so darn uplifting!) They have guidelines for fiscal reasons...always about money. Being deemed unviable was the ultimate slap right square in the face. And it wasn't like they weren't getting paid, they were.
And to Gracies Mom, take our prayers with you as you and Gracie go on thursday. We love you.
Ugh how frustrating!!! This is a CHILD here not just a damn name on a paper.
Gracie misses you too, Uncle Mack. You'll be glad to know that she's been practicing her trombone!
Trombone is the best, and I was pushing her that direction, but she seems to really take to the piano naturally
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