VENT: Missed our Dr. Appt -- And it was their fault!!!

[erincon23]

I made an appointment to take my DS15 to a gastro dr. We had a late afternoon appointment to avoid taking him out of school -- he's had a terrible semester (but that's another long, vent-filled story) and has missed a LOT of school, and one more day could tip the scales to not getting credit for his classes this semester. And of course, he ended up home today not feeling well. They called me yesterday to confirm, and I called them today to ask a question. I had an email from the appointment desk with the doctor's suite number, which was in a large medical complex attached to a hospital with 3 doctor buildings. The office (one of several they go to, and they're only at this one on Wednesdays) is nearly an hour away from our house. It turns out the doctor had changed suites, not marked the change with a note on the old door, the email I had had the old suite, the info board in the lobby had the old suite number, the hospital didn't even have a record of them having an office there, and when we finally figured out (with help from the customer relations person at the hospital) which suite they had moved to, they had gone home! So now my son has not seen the doctor, we don't have an appointment, he doesn't have a note excusing the day out of school (which at this point could be a major problem), and they'll probably try to charge me for a missed appointment! I am SO looking forward to calling them tomorrow.

 

[chloelovesdisney]

I made an appointment to take my DS15 to a gastro dr. We had a late afternoon appointment to avoid taking him out of school -- he's had a terrible semester (but that's another long, vent-filled story) and has missed a LOT of school, and one more day could tip the scales to not getting credit for his classes this semester. And of course, he ended up home today not feeling well. They called me yesterday to confirm, and I called them today to ask a question. I had an email from the appointment desk with the doctor's suite number, which was in a large medical complex attached to a hospital with 3 doctor buildings. The office (one of several they go to, and they're only at this one on Wednesdays) is nearly an hour away from our house. It turns out the doctor had changed suites, not marked the change with a note on the old door, the email I had had the old suite, the info board in the lobby had the old suite number, the hospital didn't even have a record of them having an office there, and when we finally figured out (with help from the customer relations person at the hospital) which suite they had moved to, they had gone home! So now my son has not seen the doctor, we don't have an appointment, he doesn't have a note excusing the day out of school (which at this point could be a major problem), and they'll probably try to charge me for a missed appointment! I am SO looking forward to calling them tomorrow.

I'm sorry, that is terrible. I hope your son feels better.

 

[Hannathy]

Oh I don't know how to say it any better than the kids would but that sucks!

You must be so frustrated. they really should get you in because that was most definitely their fault. I'd ask to talk to the office manager tomorrow, he/she should know that no one knows they have moved, you can't be the only one or the only one in the future.

Good luck with both your sons-know your other son is changing schools from the other thread!

 

[laurie31]

You must be so frustrated.

Was the customer service person a patient rep? If so he/she should have written a report of what happened. Meaning that A - the doctor's office should change their email and the hospital should update the sign and B- you shouldn't get charged, you should get that note you need, and they should reschedule you ASAP.

Actually, even if it wasn't a patient rep, those things should happen.

Good luck with the phone call tomorrow.

 

[carole88]

You should definately not be charged a no show fee. My DH and I own a pediatric practice and have changed locations. We made sure that the confirmation calls the day before appointments mentioned the new location, we posted a notice on the door of our old location and sent postcards to existing patients. I understand what you are going through. We have been in our new office for 3.5 years and we still get people coming to our practice looking for the oral surgeon who used to be there. Apparently he hasn't sent out new referral pads to his referring dentists. We have even printed up directions to his new office for his patients.

 

[tlbwriter]

I would ask for a letter from the doctor's office stating that your child had an appointment on date/time. Which is absolutely true.

 

[cm8]

I would ask for a letter from the doctor's office stating that your child had an appointment on date/time. Which is absolutely true.

agreed!

 

[Jeafl]

I can totally relate to you. I've had an appontment with the neurosurgeon for 5 weeks now. I had to find a sub for work (not easy since I teach special ed) to come in for the afternoon. I drove in miserable traffic to get there, walked into the office and was happy to see the waiting room empty for a change. I sat down, got a magazine, and all of a sudden the receptionist says "Can I help you?". I told her I was here for my appointment and she said "I'm sorry, we cancelled all appointments for today. I left a message on your home phone late this morning".

Well, isn't that wonderful! I was at WORK so I did not get the message you left at HOME! I had to rescedule for 3 weeks from now.

 

[The Mystery Machine]

Oh boy, I had that happen more than once. Now I ask what location they are at.

I agree with trying to get him a note to explain what happened. Good Luck!