The Waiting Room

I had a rather important appointment to meet someone yesterday at 10 am
(not a doctor's appt). It was 10:10 am and she still wasn't there.
She didn't call and have the secretary tell me she was running late.
Nothing. So I left. Simple. She didn't keep the appointment, so I
left. And I won't be making any appointments with her again. Aside
from being insulted, my reasoning was that if she would be
inconsiderate in that way, then she would certainly be inconsiderate in
other ways in the future.

My question is, why do we (the general public) put up with that
nonsense at doctor's offices? If someone does not meet me within 10
minutes of an appointment, or at least very politely explain the delay
and offer immediate apologies, I assume he/she is not interested in
keeping the appointment and then I leave. I honestly don't care *why*
he/she is late--that's not my problem. Same thing if I were unable to
pay my bill. I am sure they would not care *why*---that's my problem.

Anyway, don't you think if people just *left* when they were kept
waiting for more than 10 minutes, doctor's offices (and other
businesses) would stop taking advantage of people like that?

Crispee

My question is, why do we (the general public) put up with that
nonsense at doctor's offices? If someone does not meet me within 10
minutes of an appointment, or at least very politely explain the delay
and offer immediate apologies, I assume he/she is not interested in
keeping the appointment and then I leave. I honestly don't care *why*
he/she is late--that's not my problem. Same thing if I were unable to
pay my bill. I am sure they would not care *why*---that's my problem.

I think the point is they should tell us why they are running late, just
like the person you were meeting should have told you.

It would be really nice if when you got to the doctors they said,
unfortunately Dr so and so is running about 10 minutes late, there are x
numbers of people to see before you...

.... then you could make a decision based on that. Recently I went for an MRI
scan and when I got there they apologised profusely and said they were
running 30-40 minutes late and I should go and get a cup of tea, that was
really helpful, other departments they are that late and they don't even
acknowledge it when they call you in. All I think people really want is
openness and honesty.

But, the reason why we stay is because if we don't we'll have to make
another appointment and come back another day, probably to be treated the
same way.

Anne

"Anne Rogers" wrote in message
...
My question is, why do we (the general public) put up with that
nonsense at doctor's offices? If someone does not meet me within 10
minutes of an appointment, or at least very politely explain the delay
and offer immediate apologies, I assume he/she is not interested in
keeping the appointment and then I leave. I honestly don't care *why*
he/she is late--that's not my problem. Same thing if I were unable to
pay my bill. I am sure they would not care *why*---that's my problem.

I think the point is they should tell us why they are running late, just
like the person you were meeting should have told you.

It would be really nice if when you got to the doctors they said,
unfortunately Dr so and so is running about 10 minutes late, there are x
numbers of people to see before you...

I know with my doctor, I have never once been seen at my appointment time,
nor have I been called in within half an hour of my scheduled appointment.
EVER. I don't understand it either. If I'm late, I'm SOL. At my OB's
office, they put your little file in this little file holder thing and you
go in order of when you show up (according to your appointment time) and
once you've been there for a while - this will be #4 for me, over 6 years -
I've learned the color and condition my folder is in, so I can keep an eye
on about how far back I am

... then you could make a decision based on that. Recently I went for an
MRI scan and when I got there they apologised profusely and said they were
running 30-40 minutes late and I should go and get a cup of tea, that was
really helpful, other departments they are that late and they don't even
acknowledge it when they call you in. All I think people really want is
openness and honesty.

We had a follow up at the Children's Hospital 2 weeks after the car accident
where my son needed to go for this follow up with the plastic surgeon that
had seen him. I had called to make the appointment right after we were
discharged from the hospital, and I was told by the secretary that my
appointment for my son was at 11:00 - be there on time, but expect to wait
at least an hour. I had asked why we should expect to wait until at least
noon for our appointment that was being scheduled for 11, and she told me
that the doctor usually runs an hour late at that point in the day. Boy,
did I feel bad for that person who had an appointment at 4! They'd probably
have to wait 3 hours...
I explained that my son is 5 and my daughter is 6 months, and there's no way
that I'd be able to convince myself that they'd sit for more than 10 minutes
before being bored and acting up, and I was rudely told that this is the way
it is. I asked if I could make my appointment for 11 but not show up until
around 11:45 or so, and I was told that this wasn't acceptable, so I asked
why they book so full when they know the doctor will run behind so much
early in the day. She didn't answer me, and maybe I came across as fairly
rude, which kind of was my intentions, but I know I came across as politely
rude, or maybe even ignorant more than rude. We did get there at 11. I
stood at the front desk for just under 10 minutes waiting to check in, since
there was no receptionist at the desk. After standing around like idiots
for almost 10 minutes, she finally came, took our names and all that, and we
sat down. I then asked about how long the wait will be, given that I had 2
little ones to deal with, and little ones that needed to have lunch since
our appointment was right in the middle of lunch time (1030 before we left
was too early for lunch) and she simply said, "A while." I then asked if we
had time to go have lunch, since DS was already complaining about how he's
missing lunch, and she said there's more than enough time for lunch. Went
for lunch, came back, and then we were the next in line, or so that's what I
was told. Makes me wonder if they skipped on past me or not and had a
feeling I'd throw a big scene if we were told we had missed being called and
had to reschedule.

But, the reason why we stay is because if we don't we'll have to make
another appointment and come back another day, probably to be treated the
same way.

Anne

That's true. It is always the same, IME. You're late, your loss. They're
late, your loss.

it is. I asked if I could make my appointment for 11 but not show up
until
around 11:45 or so, and I was told that this wasn't acceptable, so I asked
why they book so full when they know the doctor will run behind so much
early in the day.

I think it is because the doctors know they will run behind, so they know
that there working day is going to be longer and there breaks shorter, but
if they actually scheduled there appointments that way then they would
either be breaking employment laws, or other things.

I don't recall when the last appointment with my GP usually is, but I do
know when I've been near the end of the day that after a certain point the
building begins to shut down, receptionists leave, that kind of thing.

Also, with nationalised health care, we have certain things laid down like
average length of appointment and so on, so a doctor who scheduled
appointments every 15 mins would not be popular, so they have to do every 10
mins and rely on a certain percentage not showing up and getting some people
in and out in less time, when really very few people actually only take up
10mins.

Anne

It is harder when you go to the OBGYN because we all know that babies
come when they come and emergencies do arise. I tend to be very
patient there (or at miswives) bc I know/hope that when I have an
emergency some other woman will give me the time. However I fully
agree, they need to tell you why you are waitting or give you the
option to reschedule.

Kath

"Kath" wrote in message
oups.com...
It is harder when you go to the OBGYN because we all know that babies
come when they come and emergencies do arise. I tend to be very
patient there (or at miswives) bc I know/hope that when I have an
emergency some other woman will give me the time. However I fully
agree, they need to tell you why you are waitting or give you the
option to reschedule.

Kath

At my OB, they do tell you as soon as you walk in IF the doctor is out doing
a delivery. I know with my doctor, she's very quick with deliveries, and
she's usually only out of the office for 15-30 minutes (the hospital is
right across the street) and yes, emergencies to happen where they can get
tied up. I know for my first, DS was an emergency C-section, and it had
taken up a bit of her time, I'm sure, given she had to have me rushed into
surgery. It seems that every time a doc is out doing a delivery or
something, patients are informed, but if they're just running late, no one's
really given an explanation. It sometimes could be because of a delivery or
something that came up earlier in the day, but yes, it's nice to know why
they are running late, and if possible, about how late they are running or
when they are expected to be back - an approximate time, anyways - and I
know for me, I'd be greatful if someone was patient if they had to wait
because of me

"xkatx" wrote in message
news:jqqTf.3113$J43.1062@edtnps90...

"Kath" wrote in message
oups.com...
It is harder when you go to the OBGYN because we all know that babies
come when they come and emergencies do arise. I tend to be very
patient there (or at miswives) bc I know/hope that when I have an
emergency some other woman will give me the time. However I fully
agree, they need to tell you why you are waitting or give you the
option to reschedule.

Kath

At my OB, they do tell you as soon as you walk in IF the doctor is out
doing a delivery. I know with my doctor, she's very quick with
deliveries, and she's usually only out of the office for 15-30 minutes
(the hospital is right across the street) and yes, emergencies to happen
where they can get tied up.


snip


I find that strange that you know your doctor is "quick with deliveries"...
When I gave birth, the doctor spent a full 2,5 hours with me... I don't
think it's the doctor who can be "quick", but rather the patient... I was a
slow pusher, I suppose, and the doctor stayed with me the whole time, and
then at least one hour with me and the baby after. Not sure I would want a
doctor who's there 15 to 30 minutes and then good-bye.

Isabelle

My answer? I don't. The only exception being physicians I *know* are
running late because they are spending needed time with patients. I had
an ENT who would come in at 6:30 and 7AM to see patients before they
needed to be at work, he would also fit in all emergency cases that
day. His office would be very up front when you arrived for your appt
that Dr. P was running behind and gave the choice to wait or
reschedule. I didn't mind because I knew that if *I* was the patient in
need he was available for me.

Now I had (note the past tense) a GP who had prominently displayed a
paper at the front desk that if you were 15 minutes late for an appt
the appt was automatically canceled and you had to reschedule. Fine.
Except when I had the first appt of the day the doctor was 1 hr late.
Nothing said to me from her secretary. No opportunity for ME to
reschedule. She comes in and flippantly says her child had an ear
infection. Nifty, next time MY child has an ear infection and I'm an
hour late for my appt will you wait for me?
Total and complete lack of consideration for MY time but I'm supposed
to respect hers? Don't think so.

Now I had (note the past tense) a GP who had prominently displayed a
paper at the front desk that if you were 15 minutes late for an appt
the appt was automatically canceled and you had to reschedule. Fine.
Except when I had the first appt of the day the doctor was 1 hr late.
Nothing said to me from her secretary. No opportunity for ME to
reschedule. She comes in and flippantly says her child had an ear
infection. Nifty, next time MY child has an ear infection and I'm an
hour late for my appt will you wait for me?
Total and complete lack of consideration for MY time but I'm supposed
to respect hers? Don't think so.

that is CRAP, once I had a doctor be really really late, there had been an
accident on the motorway and he must have been coming from the opposite
direction to his patients, he was sooooo apologetic, but I've often had
physio appointments at 8.15 and the traffic can be very variable, if I'm
late, I apologise profusely, but the physio has been late and just breezes
in as if nothing has happened, along with her cycle helmet, so she's not
even really affected by the traffic!

Anne

Kmom wrote:
My answer? I don't. The only exception being physicians I *know* are
running late because they are spending needed time with patients. I had
an ENT who would come in at 6:30 and 7AM to see patients before they
needed to be at work, he would also fit in all emergency cases that
day. His office would be very up front when you arrived for your appt
that Dr. P was running behind and gave the choice to wait or
reschedule. I didn't mind because I knew that if *I* was the patient in
need he was available for me.

Now I had (note the past tense) a GP who had prominently displayed a
paper at the front desk that if you were 15 minutes late for an appt
the appt was automatically canceled and you had to reschedule. Fine.
Except when I had the first appt of the day the doctor was 1 hr late.
Nothing said to me from her secretary. No opportunity for ME to
reschedule. She comes in and flippantly says her child had an ear
infection. Nifty, next time MY child has an ear infection and I'm an
hour late for my appt will you wait for me?
Total and complete lack of consideration for MY time but I'm supposed
to respect hers? Don't think so.

My philosophy is that if someone turns up late but apologetic, I'll see
them. These things happen. If they turn up late and don't seem to care
- well, depends how busy I am that day. Late with apologies counts as
respectful of my time, IMO. Unapologetically late does not.

Similarly, I will always apologise when I'm running late. (It's no
doubt a depressing commentary on the state of medical care that this is
so frequent that when I'm running on time I have to remind myself that
"Sosorrytokeepyouwaiting" is not actually part of the routine greeting,
even though it feels that way.)

As to letting people know while they wait that I'm running late, I'm not
totally sure how to do that. I don't actually know whether the
receptionists let people know or not. One practical problem is that
appointment times are _so_ unpredictable that I might make up a lot of
time later in the surgery - unusual, but has happened. So, I can't
really get the receptionist to tell people that I'm such-and-such an
amount late and they should go away and come back later, because I might
have actually caught up by now.

Oh, I just thought of something - When I know that there is a specific
reason why I'm going to be exceptionally late (such as getting called
out on an emergency visit) then I tell the receptionists to warn
patients of this. Sometimes they do, sometimes they don't. (I have
found that patients are extremely understanding about this.)


All the best,

Sarah


--
http://www.goodenoughmummy.typepad.com

But how do we _know_ that no-one ever said on their deathbed that they
wished they’d spent more time at the office?