
(A post in which I go way off the reservation into a rant about crummy healthcare.)
I’ve been fortunate not to have had a terrible complicated migraine in months. When I’m not in pain I’m not thinking of migraines. On Friday morning, I noticed the old, familiar light-flashing aura wash over me. I quickly remembered that I had a prescription for my migraine medication that I had not filled. My thoughtful husband left almost immediately for the pharmacy so he could be there as soon as they opened to get my Rx filled.
When he returned to the pharmacy to pick it up they told him it was expired and with it being for a controlled substance – they couldn’t fill it. Once he told me, I called my doctor’s office. Of course I couldn’t speak to the doctor but I did leave him a detailed message about the severity of my migraines and the serious neurological symptoms which should be in my chart anyway. They never called me back. I called again. They never called me back.
The receptionist remarked, “You haven’t been in this year.” I explained to her that I did visit the doctor specifically to get this very prescription at the end of 2008. I didn’t know the Rx had a magic expiration date on it. It didn’t say so on the paper copy. How was I to know this? If anyone would have given me a heads up to fill it right away – I would have. I still have the darn expired Rx so I can show them that I did not already refill it and come back “drug seeking”. Did they listen? no. Did they care a wit? I guess not. So it would have probably been to much to ask them to join me in a hug because, “Hooray, I haven’t needed the pain meds in the last 7 months”.
I tried to phone again after hours wondering if maybe I could at least leave another message with the answering service or machine. If I was super lucky my doctor might have been on call and I would have been able to speak with him. Or so I dared hope. Instead there was no answer. I guess this is their solution now to patient care - just don’t answer their calls. If it’s bad enough over the weekend they’ll go to the emergency room or the doc in a box and it won’t be our problem. Am I the only one feeling nauseous here?
If this was the first or second time I have experienced this lack of concern I would not be writing about it. This is after many times of being treated as a “difficult” patient just because I want them to give me a prescription that the doctor has already said was okay. Good luck getting to the doctor.
These days doctors are more well-guarded than most governors. You can NOT talk with them. Unless, I guess, you are wanting to pay a $35+ co-pay for an audience. For which I receive a lot of polite nodding and agreeing that “Yes, the system stinks. It’s not fair. I know you’re not drug seeking, and here’s your prescription”. My doctor apologizes profusely in person for the way I’ve been given the run around by the staff and never called back. He goes even further in his sympathies because he has a wife who also suffers from migraines. He knows how hard it is. He empathizes. He tells me he will get me an appointment with her fabulous neurologist.
Oh, I bought into it several times. The most caring doctor when you’re in the room with him. But once you leave that office, Sayanara to the concern. During my last visit I was supposed to get a referral to a neurologist according to the Doc. Never got one. Obviously I never got the pain medication either.
Now I realize that following up on these things is MY responsibility. And I dropped the ball. I goofed. Once the headaches got better and stayed better for months I forgot about it. I went on with my life, got busy meeting my many responsibilities, and forgot about the “what if” of another bad headache.
So here I am Friday. In pain, with the possibility of this pain progressing into agonizing, debilitating pain. The people at the pharmacy showed compassion but their hands were tied. It would have taken any number of people at my doctor’s office a matter of minutes to call in my prescription and save me from pain. Even calling in a dose or two until I could come in next week would have been preferable to being completely ignored.
I have worked in a hospital and other medical settings when I was a psychologist. I know what it is like to have a mountain of messages to go through at the end of the day to see what can possibly wait til the next day. Some things can wait. But how does a man whose wife suffers from migraines and “understands” and cares for his patients so well….how does this man abandon the patient who has been suffering from a migraine all day without as much as a call back? A call from him, or any human on his staff would have been sufficient.
Or is he unaware of who even calls because the gargoyles at the gate make those decisions as to what’s important enough to tell the Grand Poo bah?
We live in a smallish town with around 12,000 people, where we don’t have a lot of choices for family physicians. We switched several years ago when we couldn’t get return calls for a family member after he was discharged from the hospital where he spent almost a week suffering from encephalitis. What is going on with doctors who don’t seem to care about people’s severe pain? Are they devoid of empathy?
I debated over whether or not I should post on this topic. This tweet from @Zenasurialpacas helped me decide to go ahead with it. “I say blog away. What’s the doctor going to do? Refuse to call and leave you without pain meds?”
With the internet, we have a voice. The patients out there can be heard. This is a broad issue that affects millions of Americans each day. We need our doctors and we can’t talk to them. They truly don’t get paid enough anymore to spend more time with patients. I know that there are only a few hours in a day. But if the doctors can’t be in touch then they need to find a way to do better. Perhaps hire better nurses. We generally expect nurses to be helpful and caring but in my experience the “gatekeeper nurse” is often less concerned than the doctor OR the receptionist.
The system is broken down. We all know that. But what doctors need to know is that their patients do have a voice. With the internet, there are repercussions for letting patients fall through the cracks. Not only can people leave and go to another doctor, but they can also tell others how they feel about the care they receive over the internet. There are numerous places where people can go and rate their doctors and leave comments about the care they’ve received. Yahoo has a place to rate doctors, so does Angies List, and many more.
The internet has turned our world into one in which Consumers hold more power. Patients have access to more information than ever before. Hopefully this will result in an improvement in doctor patient relationships. Trust and positive regard must be the basis for any successful business relationship, medical or otherwise.
What do you think? Have you ever not been able to get in touch with your doctor when it was important? Do you think the internet will change how people relate with their doctors? Please leave your thoughts and comments.
July 11th, 2009 | Tags: complicated migraine, doctor patient relationship, headaches, Internet, medicine, migraine | Category: Uncategorized | Comments (11)