OB's Receptionist Intercepting Calls... Tips, please!

PinkRoses · October 2015

Hey Ladies,

I could use a bit of advice (or perhaps some assertiveness training, lol). I switched OB practices for this pregnancy, my second, and am still adjusting to the way things operate there. One thing that has bothered me is that when I call with a question, it seems I can never actually talk to a doctor (the practice has 6). I tell them I'm an OB patient, how many weeks along I am, and say I have a question for Dr. G.

Receptionist: What's your question?

Me: (I ask my question)

Receptionist: I see. Well blah blah blah...

She doesn't say she'll leave a message for the doctor and have him call me back, or put me on hold and ask him then and there. This has happened three times now. The one time I did get through to a doctor was when I had 4, minute-long contractions, 5 minutes apart, 4 times in a row at 16 weeks. That was worthy of speaking to a doctor about, but every other time has been the receptionist. I'm sure she's picked up a lot of info while working in a doctor's office, and I understand the need to screen calls to some extent so that the doctors are not constantly interrupted.

But there has to be a better system. I pay the practice money to receive medical care from a doctor, not their receptionist.

Has anyone encountered this? Any tips for how to circumvent the call screening and get to speak to an actual doctor? I don't want to offend her or seem rude.

Thanks Ladies!

brushesnbrunch · October 2015

Do you have the option for emailing your provider? My doctor's office has a website with a login patients can make so we can look at test results, pay bills, etc. And there's an inbox you can email your provider. I've never not had my personal doctor answer any of my concerns..

ETA: if this isn't an option for you, when you do call and the receptionist starts to address your concern, you could politely ask that she pass along your question/information to the doctor because it would help you understand and be more at ease.

PinkRoses · October 2015

I wish there was an email option! I went on their website and didn't see any contact options. I go in tomorrow for an appointment so I'm going to ask about that. I dont' know if I'm going to bring up the issue with the doctor because I don't want to be seen as a difficult patient.

CuriousKiddosMama · October 2015

I've never actually talked to a dr when I call in unless it is an after hours call. Even then they are on rotation, so sometimes it's one of the more experienced nurses. I always end up leaving a message with the recreation it's and getting a call back, or talking to a nurse. If the nurse needs to check with the dr she will call me back, otherwise she will give me advice. Once I've had the nurse tell me x, and then conference with the dr and call me back to confirm or add to that advice.
Sorry you aren't feeling taken care of, but in my experience it's totally normal to not speak to the dr. The nurse can grab him or her as they are in the hall in between appointments and then pass on the message

CuriousKiddosMama · October 2015

Oh and one more thing, are you sure it's the receptionist? It maybe a nurse answering that line. I know when I call it's press x for reception and y for the nurse.

PinkRoses · October 2015

I call the main number and select the option for "appointments and scheduling" at the prompt. So I'm assuming it's a receptionist. But you're right - I'm not completely certain WHO it is I'm talking to!

VitaLuna · October 2015

If a receptionist is giving medical advice, that's bad. If it's basic stuff, I could see where it's easier to field the questions.

Two things I'd suggest:
1) talk to your doctor, let him/her know your concerns. They might be able to give you some insight, or perhaps they have no clue this is happening.
2) if you don't get the answer you need or are uncomfortable with it, say "I'd like to have a call back from the doctor or nurse, please". If they refuse, I'd for sure be talking to the OB and/or practice manager.

CuriousKiddosMama · October 2015

PinkRoses said:
I call the main number and select the option for "appointments and scheduling" at the prompt. So I'm assuming it's a receptionist. But you're right - I'm not completely certain WHO it is I'm talking to!

I guess I find it crazy that there is no nurse option

So yeah, you are probably right it is the receptionist who shouldn't be giving medical afvice

CountryAir13 · October 2015

My OB office has a similar set up. There's an option for "if you have a medical question or need test results press..." I almost never talk to my doc, but it's the nurses that answer the questions. If they don't know the answer they check with a doc and call me back. I also just learned they have some type on instant messaging system in the office so if there's a doc at their desk they can get an answer fast. If your new OBs practice is that big I bet it's a nurse your talkin to.

strlitemiss · October 2015

You probably won't ever speak to doctor, unless it's after hours. It's probably a nurse that they've hired as a receptionist. That's how my old OBs office worked.

jellybellybean3 · October 2015

That's completely the norm here. I don't think I've ever called and actually talked to a Dr in any of the clinics I've used or been too. It's always the receptionist or whoever and if I have a serious question she thinks is worth mentioning she will write a note for the Dr and call me back with his response. I'm so jealous of the people that actually talk to the Dr. I've never experienced that before ha

ashton2190 · October 2015

jellybellybean3 said:
That's completely the norm here. I don't think I've ever called and actually talked to a Dr in any of the clinics I've used or been too. It's always the receptionist or whoever and if I have a serious question she thinks is worth mentioning she will write a note for the Dr and call me back with his response. I'm so jealous of the people that actually talk to the Dr. I've never experienced that before ha

I'm jealous of the people who get to speak to a live person when they have a question. At my OB's office, you're my allowed to talk to anyone with questions. If you try and trick the phone system, they'll transfer you back to the voicemail so someone can call you back

MississippiCatfish · October 2015

Yikes. That's scary if a receptionist is giving medical info! I almost always talk to an RN as opposed to the dr, but I think that's great because they can usually respond so much more quickly. Good luck with whatever you do about it!

blueberrymomma · October 2015

I had a similar problem with my first pregnancy. Except I would always get a nurse that was rude and always acted annoyed by questions And took forever returning calls. So I started calling the main line and would ask specifically for my docs PA eventually she gave me her extension number when I told her about my problems with the nurse.

maureenmce · October 2015

At my OB's practice, it's standard for you to reach a receptionist first with your question, but then the receptionist gives your question to the dr and 1. either calls back later relaying what the dr said, or, 2. if it's more serious or requires detailed instruction, my dr calls back herself. I've had questions about my thyroid medication that the receptionist called back and gave me info on, but it was the dr's info, not the receptionist's. OP - in your case, are you sure the receptionist isn't getting the info from your dr? Or is it definitely the receptionist's own opinion? If it's the latter, that's not good!

In my experience, I only had the dr herself call me back one time, but that was when she wanted to ask me more questions about my symptoms and make sure the issue I was having wasn't serious.

jellybellybean3 · October 2015

ashton2190 said:

That's completely the norm here. I don't think I've ever called and actually talked to a Dr in any of the clinics I've used or been too. It's always the receptionist or whoever and if I have a serious question she thinks is worth mentioning she will write a note for the Dr and call me back with his response. I'm so jealous of the people that actually talk to the Dr. I've never experienced that before ha
I'm jealous of the people who get to speak to a live person when they have a question. At my OB's office, you're my allowed to talk to anyone with questions. If you try and trick the phone system, they'll transfer you back to the voicemail so someone can call you back

whhaaaat! That's horrible. So you leave a voicemail and they might get back to you?! That's crazy.

cici613 · October 2015

I had the same problem with my previous OB. She never called me back. After several times, I switched to a new OB. He gave me his email address and told me if the question is not urgent, just email him and he will get back to me in 24 hours. If it is urgent, just keep calling the clinic every hour and make sure someone look for him. Try to talk to your doctor and see what the doctor offers. Don't be afraid to be thought as a difficult patient. I had lost a lot of weight and had multiple issues, my OB knew it and he is glad that I seek for help.

loveymay · October 2015

Are there any other options on the phone menu when you call? I choose the option to speak to a nurse when I call my Dr. I've never talked to my Dr on the phone, its always a nurse who answers my question. I would bring it up at your appointment tomorrow and just ask your Dr who you should speak to when you call. Ask if there is a nurse who you should be transferred to, because you are unsure about it since each time you've called before, it was the receptionist who answered. That won't come off as rude or being difficult, I promise!

ashcody2 · October 2015

Can you speak with a nurse instead? My OB office I have never been able to talk to a Dr. they always get me through to a nurse though and if they think something is seriously wrong they will relay to Dr. asap or tell you to go to L&D immediately.

Aussiechicka · October 2015

I have the option to press x to speak to my OB's nurse (there are 6 Drs all with their own nurse). Rarely does she answer as she's with a patient so I leave a message and she calls me back after 3 and will says she's checked with my Dr if it is a question I had for my Dr.

Like others said I'd ask your Dr how it's supposed to work.

Achae · October 2015

I'd ask for a triage nurse. Luckily whenever I call the receptionists don't try to give medical advice (is that even legal) and automatically transfer me to the triage nurse to ask my question. I may have to leave a message but they get back to me and let me know. I've never talked to my doctor though, it has always been the nurses!

mcklough · October 2015

I've also never talked to my doctor on the phone. I ask my question to the receptionist and then she will either put me on hold or say she's going to call me back and then I either talk to a nurse or she just relays information. I haven't called much to be honest. I called 3 times- twice they had me come in to be checked and one they said just if it gets worse call us back.

Life is Exciting · October 2015

No advice, just thought I'd let you know that my office does the same thing and the receptionists are really not very bright at my OB's office either. Drives me crazy!

thisusername · October 2015

How odd! We have specialty nurses whose job is only to answer phone questions or help with emergent walk ups etc. they're super nice. They almost always schedule you for a 15 minute check in appointment though, just because no one wants anything bad to happen here. It's probably the only smart medical practice the military has.
Perhaps you can find a nurse advice number? I'm pretty sure most areas have call centers but idk if there's any for just pregnancy.

PinkRoses · October 2015

Thanks for all the input, ladies. I guess there really is a spectrum of how different offices handle this issue!

I had my 20 week appointment today, so I asked the doctor what their policy was. And she said that the receptionists themselves never dispense medical advice - that there are standard answers that are given over and over (?) and if they are not familiar with the answer then they will check with the doctor before passing along the medical advice.

I just nodded, and didn't tell her that the receptionist has never once hesitated, put me on hold, or said "hold on a second" before giving me her own brand of wisdom. I guess next time I'll just ask her to confirm that with a doctor or nurse? As you can tell, I'm not very assertive and I tend to panic in awkward social situations like this so I work better if I have something scripted to say beforehand.

Any ideas would be welcome!

ashton2190 · October 2015

jellybellybean3 said:

ashton2190 said:

jellybellybean3 said:
That's completely the norm here. I don't think I've ever called and actually talked to a Dr in any of the clinics I've used or been too. It's always the receptionist or whoever and if I have a serious question she thinks is worth mentioning she will write a note for the Dr and call me back with his response. I'm so jealous of the people that actually talk to the Dr. I've never experienced that before ha
I'm jealous of the people who get to speak to a live person when they have a question. At my OB's office, you're my allowed to talk to anyone with questions. If you try and trick the phone system, they'll transfer you back to the voicemail so someone can call you back

whhaaaat! That's horrible. So you leave a voicemail and they might get back to you?! That's crazy.

It is crazy. Plus where I work, I'm not able to have my phone out and be on it so I usually miss the call, call them back, and then have to wait for another voicemail. This is the only issue I've had with them so far so it's not enough to make me switch

Achae · October 2015

PinkRoses said:
Thanks for all the input, ladies. I guess there really is a spectrum of how different offices handle this issue!

I had my 20 week appointment today, so I asked the doctor what their policy was. And she said that the receptionists themselves never dispense medical advice - that there are standard answers that are given over and over (?) and if they are not familiar with the answer then they will check with the doctor before passing along the medical advice.

I just nodded, and didn't tell her that the receptionist has never once hesitated, put me on hold, or said "hold on a second" before giving me her own brand of wisdom. I guess next time I'll just ask her to confirm that with a doctor or nurse? As you can tell, I'm not very assertive and I tend to panic in awkward social situations like this so I work better if I have something scripted to say beforehand. Any ideas would be welcome!

Do you ever get patient surveys to fill out? I get them randomly in the mail after appointments. You can leave your concerns about the receptionist leaving medical advice on multiple occasions. Also helps to get the name of the receptionist!

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