I continue to have somewhat surreal experiences with people who answer the phones these days. And I’m not talking about people who live in Bangladesh or wherever many seem to reside, I’m talking about right here in this country. For example, just now I got a call from an Ear Nose and Throat office in response to a referral, and the woman – who sounded rather young – was clearly a native speaker.
No appointments are available for the next two months; that’s become standard and even six months or more is not unusual. Are there doctor shortages these days? More sick people? Hard to say, but waiting periods have gotten longer.
But that’s not what I want to focus on; it’s the strangeness of the rest of our little talk. She asked me what time of day I prefer, and I answered “afternoons.” She proceeded to offer me an 11:30 AM time that was on a day when I’ll be otherwise occupied, and so I asked for a different day – and she gave me another appointment at 11:30 AM on another day. I mentioned again that I’d said I prefer an afternoon appointment, and she asked what I meant by “afternoon.”
That was the beginning of the surreal part.
I tried to keep the sarcasm out of my voice when I answered that “afternoon” means after noon, and that 11:30 AM is before noon. She then managed to come up with an appointment at 1:45 PM, and added that it would be with Dr. B.
And yet my referral had been for Dr. A, who also had come highly recommended by a friend. Bait and switch?
I told the woman on the phone that I thought the referral had been for Dr. A, and she answered, “She only comes into our office on Fridays.” Which prompted me to ask if there was another office Dr. A frequented. Lo and behold – yes, there was, in a town ten miles away. I told her I was more than willing to go there instead, and she answered that I hadn’t made that clear until now.
“I didn’t know Dr. A had another office until now,” I answered, a fact that seemed self-evident. It was the scheduler who’d known all about the two offices – including knowing that the original referral was for Dr. A – and hadn’t informed me.
Apparently she handled the scheduling for both offices, and easily found an appointment there for me around the same time of day except on a Thursday. The wait was still two months, but there were more choices in that office and so it was easier. And yet she hadn’t thought to mention at the outset that I had a choice between the two very-nearby offices.
It seems as though so many communications that should be – and used to be – easy and straightforward have become convoluted and cryptic. Why?

