Quote from Jolie
When I called, the receptionist asked me to identify myself. I told her I was Ali's mom. She stopped me immediately and said she would not talk to me, that Ali would HAVE to call herself.
This is p***-poor customer service. I can hear it now; I overhear it every shift. There are ways to explain your policy or position to a caller, and there are ways not to - starting with not interrupting them before they can even finish one sentence. I cringe every single time I witness someone answering the phone this way: "Ivory Tower Hospital ED, this is JKL"...."Ma'am...MA'AM!!!!
..I can not give you advice over the phone!" Give me a break. This is our
business to know about as representatives of our employer, and let's admit that some of it barely makes sense to us, let alone the people we are serving.
How about this:
"Oh, hi Mrs. ____!"......"Well, I appreciate you taking the time to give us a call, but I need to ask you to have Ali call at her earliest convenience to confirm this information."....."I know, I'm sorry but this is our policy for all patients in order to protect everyone's privacy and safety...."
Nothing difficult about that AT ALL.
OP, call the physician or send a note. Don't mention any of this, since your intention is to thank him. Instead, if you remain bothered by it, contact the practice manager.