Clinics at Children's Hospital never answer phones/ return calls promptly!

[Anonymous]

This is mostly a rant, because I've seen this enough times since my kid's injury 7 months ago that I'm no longer shocked, but I'm so frustrated that once again, I have a need to communicate with a clinic at Children's about a painfully simple administrative matter that is time sensitive and I just can't get a person on the line. I'm on my second day of leaving messages, but of course, they never promise to return calls in fewer than 48 hours. By that point, it will be too late!

I had switched the kid's care to Georgetown partly because this run-around was (emotionally) just too much for me to deal with when my feelings about the kid's health issues were still raw, but I had hoped to try again. I have an appointment tomorrow, I need a few details for the insurance referral and enough time to let the primary care doctor's office process this, but I just can't get through to ask my tiny little questions!

How is this OK? The corresponding clinics at Georgetown, Hopkins, and the Kennedy Krieger Institute either answer their phones or call back the same day. Why is Children's so unhelpful?

[Anonymous]

Ask them if there's a direct dial number into the clinic, next time you talk to them.

Agreed it's totally frustrating.

[Anonymous]

Are you working with a fellow? Do you have a case manager? I have found these two people to be the best source of information/help at the hospital. (To be fair, the attendings are great too. I am uncomfortable calling them about something I think of as a "tiny little question."

Before you leave Children's, I'd tell the doctors why you are leaving. Sometimes they can give the name and direct number of someone who can help with your issues. (Sounds like insurance?)

Good luck, and I am sorry.

[Anonymous]

Thanks to all. I called a main switchboard to ask for help and was transferred to a clinic phone that got answered. The "tiny questions" were front desk administrative kinds of questions, but I just needed a number for a front desk phone that doesn't routinely get ignored.

[Anonymous]

This is why my cousin (a pediatrician stopped working at Children. The administrative support was horrible and he had to do a lot of it himself.

[Anonymous]

No magic solution for the OP, just commiseration. My DD is under the care of specialists there. The bureaucratic red tape is awful and often the experience in the waiting rooms are awful. If she didn't require surgery we would switch to a different doctor. I've shared my dislike of Children's with other doctors whom we have gone to for second opinions and while they have agreed, they said for surgery, it's the best place in the area for kids.

[Anonymous]

I'd ask to be transferred to the practic manager or administrator and explain my concerns there.My child gets seen a lot at Georgetown and I've built a good telephone relationship with the practice administrators there so I cut through the endless waits by calling them directly and they will call me back. Still front office staff are generally awful. DC hospitals could learn a lot from Johns Hopkins. I've never spoken to anyone there who was less then efficient and pleasant.

[Anonymous]

before you leave children's, tell me which department you are trying to reach and I will get you connected. I work there.

[Anonymous]

I've dealt with a lot of departments at Childrens. I think ENT and neurology are the worst I've come across - as far as getting thru and admin staff. We have left Children's in favor of Georgetown for ENT and are very pleased. As far as neurology. Call the main number, tell the person at the desk you need to get thru now, you have called and left numerous messages and see if that helps. It helped for me.

Next line of defense. Call Complex Care, get an appointment and with the complex care doctor, you get a parent navigator who helps you thru the system. You shouldn't need a parent navigator, but it is really helpful. They can't get you everything, but they are on you side to help you get thru. Even with a parent navigator, I couldn't deal with the admin and wait time in ENT and we still left for Georgetown for that one specialty.