OB Expectations

[Dr. Cox]

So I need to know if my expectations for my OB are normal or OTT. Long story short, I have had to call after hours twice now and requested to speak to the doctor on call. Both times I was called back by a nurse (but I’m fairly certain it was a medical assistant) who was rude and did not answer my questions. She said that if it’s a true emergency, she determines whether or not the doctor needs to be informed. This has changed since my last pregnancy (same office), and it makes me uncomfortable. However, I realize OB/GYN offices have morphed into these huge practices with a ton of patients, so maybe it’s normal now?

I want to bring it up in my appointment today, but don’t want to be seen as THAT patient if this is the norm.

[Deleted]

If the person on call was rude to you twice, I don't think it is OTT to bring that up. That's a concern. I would think they would want their patients being comfortable calling that line. I would explain what happened and just say how it made you uncomfortable. You are most likely not the only patient who has felt that way with that particular nurse.

[quijibo]

My OB is a group. If I have an issue, I leave a message for a nurse, who then calls back for more information, if needed. If it’s something on the serious side, the nurse will consult the doctor and then call back with the doctor’s recommendation / plan. If it’s something like OMG I CAN’T WITH THIS NAUSEA, she’ll give her own recommendations and advise to call back if XYZ doesn’t help.

Rudeness is never acceptable. If she can’t be bothered to help you, she needs a new job.

[jillywilly]

When I had my bleeding scare a few weeks back, I called and got sent to a nurse. She talked to me, took my general info, and told me she was going to catch one of the OBs in between patients, and then I got my appointment like an hour later. I never talked directly to the OB, but through the nurse. This is my experience at my RE too - if I'm talking to a nurse, they may put me on hold a few minutes, or tell me they need to call me back if the RE is in a procedure, and then I talk to the nurse again after they talk to the doctor. This was always during business hours though.

I will say, I had a situation some months back with my son's pediatrician - he had a really croup-y sounding cough early one Saturday morning. I tried calling the office, because they were supposed to be open, then called the on-call, didn't get a call back, called again, and got a rude response that a doctor had been paged and they'd call me "if they thought it was necessary." Luckily, my kid started doing better through the day, so I got less worried, but I did call the office on Monday. Apparently they were changing phone systems, hence the office being closed that Saturday. I then got calls from the office manager, and our actual pediatrician apologizing for the whole situation, and told me that was absolutely not what the protocol was supposed to be.

So, I guess long story short, I would bring it up to the doctor today, even just in a, "hey, what's normal operating procedure" kind of way. It does seem weird that they wouldn't automatically at least be talking to a doctor though, so I would want to know if that is truly the case, or if they had a crappy person on call.

[summerrain]

I do not think your feelings are OTT. Along the same lines, we dealt with a very rude nurse after I had my first loss and my husband was so upset he called my doctor. She assured me that was not protocol and we should have been able to leave a message directly for her. I would bring it up because your doctor may not be aware this is happening, or this might be the reason they address it if others have reported the same behavior. Many times in my practice a nurse is the one to call back when you leave a message, but only after construction lying your doctor.

[charlotte]

During business hours, I leave a message for the nurse, she speaks with the doctor, and then calls me back. I can tell 100% that she truly has spoken with the doc. This has been the case at both practices I’ve been with.

After hours I have only had to call once, but it was the on-call doctor who called me back, not a nurse. (An answering service is who originally answered).

I would just ask how the after-hours system works for clarification and then mention the rudeness.

[Dr. Cox]

I think I will just ask what the protocol is and at what point the doctor is notified. I’m pretty happy with my OB, but the communication at this office is pretty poor in general. Thanks for the advice, ladies!

ETA: and bring up the nurse as well. Hopefully she isn’t the one assisting the doctor today. 😬

[Argyle]

I hope your conversation goes well. I would be very uncomfortable with someone positioning themselves as a gateway for whether my question matters enough to get a doctor. That's unsafe, especially if the person is not very nice, doesn't seem trustworthy. It's also not respectful. If you ask for a doctor you should get one.

[Dr. Cox]

May 8, 2018 9:14:29 GMT -6 Argyle said:

I hope your conversation goes well. I would be very uncomfortable with someone positioning themselves as a gateway for whether my question matters enough to get a doctor. That's unsafe, especially if the person is not very nice, doesn't seem trustworthy. It's also not respectful. If you ask for a doctor you should get one.

I think your second sentence is what bothered me the most. I have generalized anxiety disorder, so I know I can be extra with worry at times. But not being able to reach a doctor at all seemed...not right to me.

[charlotte]

May 8, 2018 8:59:44 GMT -6 Dr. Cox said:

I think I will just ask what the protocol is and at what point the doctor is notified. I’m pretty happy with my OB, but the communication at this office is pretty poor in general. Thanks for the advice, ladies!

ETA: and bring up the nurse as well. Hopefully she isn’t the one assisting the doctor today. 😬

I wondered if the nurse isn’t a FT nurse from your practice, and therefore less invested in treating patients well. Some nurses pick up extra work answering after-hours phone lines. I am sure this is totally dependent on your area and OB office, so idk.

[letsgetphysio]

Like most others here I have the same experience during office hours - I've never had my OB call me back, but talk through the MA or at most the NP. They have definitely called me right back to discuss the case between patients with the OB. I called the after hours line this weekend and an OB called me back, which was super refreshing.

I feel like I've been hearing more and more with OB offices that the office staff/communication is super poor. I know that's been my experience over the past years with my office, but I trust my OB so I don't want to switch. I'm sorry to hear you're having similar trouble, and don't think it's out of line to just ask what typical procedure is and voice that you weren't thrilled with the customer service of those you have spoken to. I work in healthcare and I know I'd want to know if someone was not upholding the standards of care we expect at our organization.

[sapatos]

Sorry for the late reply, but I hope you spoke with your doctor about this.

At my OB practice, during the day, I call, speak to a nurse who speaks to a doctor, and they call me back. (And I can always tell they've spoken to a doctor.)

After hours, I leave a message with an answering service and a doctor calls back EVERY time.

Remember that just because their signature ends with "MD" doesn't mean that shitty customer service is ok. Ever.

I would tell your doctor your experience, and if he/she doesn't IMMEDIATELY rectify it, I'd find another practice.

By the time your pregnancy is done, your insurance has paid your doctor tens of thousands of dollars (if not six figures for a high risk pregnancy) for your care. You should get the service you deserve.

[Dr. Cox]

Just an update, I did not have a good appointment. After waiting in the room for nearly two hours, the doctor was only in for maybe two minutes and brushed off my questions with “Uh-huh, uh-huh, ok, well the MA can answer this.” I didn’t even get a chance to talk to her about the anxiety and depression before she rushed out the door. I have an ultrasound on Monday, but after that I think I may be looking at transferring practices.

I oversaw a large medical practice for several years, so I really try to give many chances because I know how difficult patient care and adequate staffing can be. But this is just too much.

[jillywilly]

Dr. Cox, I'm sorry you had a bad experience. I know changing OBs while pregnant is a pain, but I wound up doing so around the end of first tri with my last pregnancy, and I'm so, so, so glad I did. My OB's practice now is amazing, and it makes such a difference. I hope you're able to find a new doctor/practice that's a good fit for you!

[charlotte]

Aw man, Dr. Cox, that is crappy. I wish you luck in finding a different provider.

[redhead610]

May 10, 2018 11:33:51 GMT -6 Dr. Cox said:

Just an update, I did not have a good appointment. After waiting in the room for nearly two hours, the doctor was only in for maybe two minutes and brushed off my questions with “Uh-huh, uh-huh, ok, well the MA can answer this.” I didn’t even get a chance to talk to her about the anxiety and depression before she rushed out the door. I have an ultrasound on Monday, but after that I think I may be looking at transferring practices.

I oversaw a large medical practice for several years, so I really try to give many chances because I know how difficult patient care and adequate staffing can be. But this is just too much.

Yeah that combined with the other stuff sounds like a switch is in order. It's probably better to do it sooner rather than later, as some practices won't take you later in pregnancy.

[sapatos]

Dr. Cox, definitely switch ASAP. I wouldn't even wait till the ultrasound.

My last pregnancy, I had some concerns that arose during one visit when my doctor was traveling and another doctor saw me.

I wrote her an email, and the response was swift and lightening speed. Two people were fired and she apologized profusely.

The "uh huh", ask someone else is NOT ok. Get out.

[Dramaphile]

You definitely deserve a better provider. I'm sorry your concerns weren't addressed and you were rushed after waiting so long.

[Argyle]

I'm glad you're switching. That's absurd.

sapatos two people fired! That must have been really bad

[summerrain]

I’m so sorry. That’s not excusable behavior Dr. Cox. 2 hours in an ob’s office is terrible enough without the rushed appointment too. I think looking for a new practice is a good idea.