In most practices, doctors are busy, the front offices are short staffed and the nurses are swamped.  Is it any wonder that calls don’t get returned promptly or orders don’t get faxed in a timely manner?  While there is an easy explanation for these delays, it can be frustrating to a family that is anxiously awaiting test results or a prescription change for their parent. 

I hear it all the time from everyone I know. “I can’t get through to a nurse…I left a message on voicemail and haven’t heard back from anyone…I am tired of pressing 1 for this and 3 for that and never getting any real information or a live person.”

These experiences are especially troublesome when you are worried about your parent and want information as soon as possible.  It can also be difficult to find times to talk privately during the work day, except for a lunch hour or during a short break, so waiting for a call can be very hard to manage.

So what do you do? 

• Make sure the medical provider knows to call your cell phone.  There is nothing more frustrating than to wait for a call and find out when you arrive home at 6:00 PM that the Dr. left a message on your home voice mail at 10:00 AM.
• Make a list of your questions and have it available when you receive the call from the Dr’s office.  Getting back in touch with the same person quickly may be difficult, so try to minimize the need to call back with additional questions.
• Be respectful of office protocols and policies, but be persistent.  If you don’t receive a return call in a reasonable period of time – call back and try to reach a “live” person.  Restate your concerns and/or questions and tell them you are willing to stay on the line while they find someone to help you.
• Send a fax addressed to the appropriate party.  It might get routed more quickly than a phone message.  Also, it lets the Dr’s office know that you are really serious about your need for information.
• Always remain polite and respectful. Becoming angry or obnoxious certainly won’t help your case and could brand you forever as “difficult.” 

These suggestions are based on my own personal experience and I hope you find them helpful.  They are meant to help facilitate communication between a physician’s office and a senior’s family when a voicemail culture seems to be impeding communication.