Tonight was the second time I experienced difficulties with Michael at Contact One, while trying to get an after hours page to my mom’s surgeon. In June he treated me rudely, assuming we were seeking pain meds, and I had to point out that was not my request, quite the contrary! Tonight he took down my message and before he sent it I wanted to add some context for the on-call provider so they would have all the information. Michael then stopped me, stating that he can’t get a message to her surgeon, only the on call provider and only if it was an actual emergency (and he pointed out me stating otherwise). I clarified that I didn’t know if her new symptoms were emergent or not, which is why I was calling to have a medical professional tell me what I need to do. He replied that it was a recorded line and he needed me to state that I felt it was an emergency, or I needed to wait and call the office when it was open.
The phone tree prompts state that if it’s a “life threatening emergency to hang up and dial 911” and “otherwise, if you need to speak to a doctor, please press zero and someone will assist you.”
Needless to say, I could’ve really benefited from speaking to a doctor in order to make the best decision with my mothers care.
We’ve had the best experience with TMC staff, but this on-call agent has a lot to learn in regards to empathy, compassion, and patient-centered care. What topped the cake for me was the groan he made into the phone before realizing the call hadn’t disconnected yet. Class all the way.
