I grew up in the customer service industry.  I had the notion that the customers were paying for my salaries and without them the business or I would not have existed.  So my customers were treated right and they always came back.

It looks like not everybody understands the importance of customers service in New Mexico.  I hurt my lower back on August 1, when I was still working in the school district.  I went to see a doctor, chiropractor and physical therapist after that.  After a few weeks, my conditions did not improve.  I still had the pain whenever I sat too long.  My doctor from Alamogordo Orthopaedics and Sports Medicine ordered a MRI.  His office administrators did not get to it until I called to ask about the paperwork after a week. 

When I got to the imaging center on September 5, I was told that I could not do a MRI if I suspected pregnancy.  I did tell the doctor that I was trying to get pregnant.  I wish someone could have told me all these details before I made a trip there.  The imaging center called the doctor’s clinic and obviously they were not aware of this rule.  Anyway, there were quite a few other things with their “customer service” and I decided not to put up with it anymore.  I finally rescheduled the MRI to September 12, the day after I quit the job because I could not afford to take too much time off work anymore.

I do want to mention that my case is under workman’s compensation.  Someone mentioned that the attitude of the medical personnel could change if it is a work injury.  I can see that delays have been very common so far. 

I switched to a different doctor in Las Cruces called Brian Delahoussaye, as recommended by the insurance company.  I thought things might change for the better.  Unfortunately, it did not.  First of all, there was a long wait.  My appointment was at 10:45 am, and I waited for more than an hour before he saw me.  I did not leave the clinic until around 1:00 pm.  I saw Delahoussaye on October 11 and asked for a doctor’s script to continue physical therapy.  I kept calling and asking for two weeks.  All I was told was “I’ll check,” or “we’ll get back to you.”  

The next appointment was scheduled on Oct 25, and the clinic  had the nerve to call and remind me of that yesterday.  I asked that person why I had to go see Delahoussaye again if he has not given me or the physical therapist the doctor’s script so I could continue physical therapy.  There was no point in seeing him if my conditions have not improved since Oct 11.  I told her abruptly that I was canceling the appointment.  I requested that the doctor’s assistant call me and explained what the heck was going on.  Today is Oct 25, and I have not heard from them yet.

I may be under workman’s compenstation this time and that my medical bills are paid by the insurance company.  I am still an independent customer who can make the decision of where to seek medical help and advice in the future.  Guess who are going on my black list.

Businesses including medical providers cannot have such short-sightedness and sloppiness about their customer service.  After all, medical service IS part of the service industry, which means it is a people business.  They cannot survive long without the positive word-of-mouth and loyalty in the community.

I’ll be writing the follow-up for this incident.  Please check my blog later for the updates.