Monday H&W: When You’re Trying to Reach a Real Person

Have you ever called your doctor’s office because you needed an answer, only to find yourself waiting and wondering when someone will get back to you?

I know that feeling.

On Friday, I was told a nurse would call me back about my pain medication. That call never came. Today, I called again to speak with my doctor’s care team. The person who answered put me on hold while she checked to see if anyone was available. I waited about three minutes—and then the call disconnected.

I understand that the person answering the phone may be handling several things at once. I’m not angry with her. But as a patient, I still need a way to reach the care team and get a timely response.

When you’re already in pain or worried about your health, waiting without knowing what’s happening can feel discouraging. You may wonder if your message got through, if someone will call, or if you need to start all over again.

I keep coming back to the need for enough staff to support the doctors and patients. But how is that decided? Is it based on the number of doctors? The number of patients? The calls, MyChart messages, medication questions, authorizations, and follow-ups that come in every day? I don’t know what the right staffing number is. I just know that when people can’t get through or callbacks don’t happen, something needs attention.

Patients need a clear way to reach someone, a reasonable idea of when to expect a response, and a dependable follow-up when a call is promised. The staff answering the phones deserve support too, so they aren’t left trying to manage more than one person can reasonably handle.

Healthcare is already hard enough to navigate. Being able to reach a real person—and hear back in a timely way—should be part of the care.

Lady Flava Wellness 🌻