OT: UCSD Medical Office: Hello, anyone there???????

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Submitted by flu on January 23, 2012 - 6:01pm

Geeze, having gone to Cedars-Sinai for the past few months and coming back to UCSD for convenience, I'm like unbelievable.

1. Last week at UCSD:

FLU: Hi, I'm here to check in for my colonoscopy

UCSD scheduler: Hi, please take a number, and we'll call you when we're ready.

FLU: Ok, uh... There's two people here including me, and the other person is first..Do we really need to take a number?

UCSD scheduler: Yes.

FLU: Ok..I'm number 80
....

(30 minutes later)

UCSD scheduler: Now serving #79

(20 minutes later)

UCSD scheduler: Now serving #80

.....................
2. Today

UCSD Center: (Automated message). Please hold.
FLU: (holds from 3:15pm - 4:15 pm)

(one hour later)....
UCSD Center scheduler: Hello, how can I help you?

FLU: I'd like to schedule my chemo appointment for next weeks.

UCSD Center scheduler: Please hold...
....

(15 minutes later)... Click.....

FLU: (WTF !#$#!!@$ and dials back)

UCSD Center: (Automated message): Welcome to UCSD center... If you are scheduling an appointment, our offices are now closed. Our normal office hours are from 8:30am-4:30 pm.

FLU: You have to be @$#!#$@!#$@#!4 kidding me....

You know, when I'm at cedar's....Scheduling takes like 15 mins, if you leave a doctor a message, they actually call you back or they actually get paged and call you back.

It's probably just me but it seems like lately UCSD has being going down. It's reminds me of going to the DMV....

What gives? CA funding cuts????

Submitted by jwizzle on January 23, 2012 - 6:54pm.

Back in 2003, my primary dr was at UCSD. I once waited FOUR months to get an appointment for a knee issue. And then the Dr. canceled the day before because of a sick kid, and the appointment center wanted to make me wait another 2 1/2 months (I threw a giant fit about this, because I had quit my job, was relocating to LA to go back to school, and was losing benefits in 2 weeks).

While I was in LA, I had a potentially life-threatening (but luckily easily rectified) medical issue that resulted in being hospitalized at Cedars twice. My primary AND the ER doc over there called me weekly to check in and see how I was doing. The difference was night and day. Given the amount of time that has passed since I had a Dr at UCSD, I don't think its funding cuts. I think that UCSD is poorly operated. Never going back.

Submitted by JohnAlt91941 on January 23, 2012 - 7:30pm.

I worked at UCSD Healthcare for a short time in the late 1990's, and left to work for a competitor because of how screwed up the department I worked in was.

Submitted by briansd1 on January 23, 2012 - 8:41pm.

I go to UCSD as do all my relatives.
UCSD does schedule appointments well ahead of time (or well into the future). But none of us have issues that require immediate visits.

Unless you have a family doctor that you know, the whole medical system is about putting you on long term drugs and maintaining you there with periodic visits. For emergencies they send you to urgent care or the emergency room.

Submitted by CA renter on January 23, 2012 - 11:44pm.

Had an unpleasant experience at UCSD as well. It's like one hand doesn't communicate with the other over there. Maybe it's because they're too big? I just don't know.

They had ordered some genetic tests, and then a week or two later, left a message on my machine telling me that I had to come in and speak with the geneticist for at least an hour. When I first had the consultation and blood tests, they said that I would only need to come in if something were wrong, so naturally, I freaked out. Of course, this was on a Friday afternoon and they were already closed by the time I got the message, so had to wait (and worry) through the weekend.

Finally got in touch with someone the following week (phone tag, it was nearly impossible to call and speak to a person) and found out they were trying to schedule an *initial* consultation with the geneticist. They didn't even know that I had already had the consultation, already had the blood work done, and was waiting for results. It was a bit disturbing.

Not only that, but there was some confustion about MRIs and ultrasounds. They kept wanting me to come in for more tests, even though I already had the test that was supposed to be the most definitive.

Of course, peole all make mistakes, but it's very difficult to get a hold of anyone and get answers to important questions. IMHO, a center like UCSD should be run in a seamless manner, and that wasn't what I experienced at all.

Hope you have better luck with your treatment there in the future, flu.

Submitted by urbanrealtor on January 25, 2012 - 9:39pm.

Thank you for this.
As someone who has versions of this conversation regularly while working on short sales, this was pretty funny.
I peed a little.

Submitted by Catherine Mowbr... on January 31, 2012 - 1:48pm.

Hello! My name is Catherine and I am the Assistant Director of Patient Experience at UC San Diego Health Systems. Please allow me to apologize most sincerely for the experiences you describe. UC San Diego Health Systems has a department which responds to all patient compliments, complaints and concerns. We can be reached at 619.543.5678 or by email a eListen [at] ucsd [dot] edu. UCSD Health System has a stringent process to review and act upon all patient care issues that are brought to our attention. All concerns are routed to the appropriate department and/or manager for investigation and discussion with those involved. Corrective action is taken when appropriate. This is a valuable process because it allows us to understand and respond to potential problems. I apologize again for not meeting your expectations. Our mission is to always provide exceptional quality care and service for all of our patients. Your opinion is an extremely valuable tool that assists us in improving our delivery of care and services. Please let me know how my team and I can assist to resolve your present concerns.

Submitted by flu on January 31, 2012 - 3:20pm.

Catherine Mowbray-Lorenz wrote:
Hello! My name is Catherine and I am the Assistant Director of Patient Experience at UC San Diego Health Systems. Please allow me to apologize most sincerely for the experiences you describe. UC San Diego Health Systems has a department which responds to all patient compliments, complaints and concerns. We can be reached at 619.543.5678 or by email a eListen [at] ucsd [dot] edu. UCSD Health System has a stringent process to review and act upon all patient care issues that are brought to our attention. All concerns are routed to the appropriate department and/or manager for investigation and discussion with those involved. Corrective action is taken when appropriate. This is a valuable process because it allows us to understand and respond to potential problems. I apologize again for not meeting your expectations. Our mission is to always provide exceptional quality care and service for all of our patients. Your opinion is an extremely valuable tool that assists us in improving our delivery of care and services. Please let me know how my team and I can assist to resolve your present concerns.

Wow ok... You know and this by means is no complaint about the doctors and nurses that work there. They are great! Really, I mean these doctors are top notch, and they treat patients, me really well.

I just don't know what happened to the the adminstration group. Ever since UCSD installed those number systems in the scheduling dept, it seems like making appointments went downhill. Ever since UCSD put in the mychart online system, where you're you can go to schedule an appointment, response from UCSD seems to have gone downhill. It seems like the entire purpose was to automate the appointment process and i guess ideally was suppose to make things more efficient.

Well, I got news...It not only didn't work, it's been my experience it made things worse. It seems like UCSD cut down the number of administrative staff, and a lot of these things that you think can be automated still need human intervention. Most of the appointments I schedule always requires the scheduler to call the doctor's office to squeeze me in a spot...This you can't do with an automated system....
So, even though I'm an enginerd, not all this online stuff is cracked up to be imho...

Submitted by UCGal on January 31, 2012 - 5:10pm.

Flu - are you going to call and talk to them? I'd be curious if they can address your concerns.

Submitted by JD3073 on June 1, 2012 - 4:48pm.

Catherine,

That number provided went to VMail. I waited over 3 months for a podiatry appt with Dr Chodos. Ok, can understand, maybe. What I can't understand why I'm still waiting to see Dr Chodos for my 3pm appt & it is now 5pm. How much longer do I have to wait??? I've received faster service in communist countries.

Fuming,

John

Submitted by no_such_reality on June 1, 2012 - 8:26pm.

urbanrealtor wrote:
Thank you for this.
As someone who has versions of this conversation regularly while working on short sales, this was pretty funny.
I peed a little.

They actually answer the phone now?

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