Today, I finally received a follow-up to my complaint filed through the VA Patient Advocates Office a week ago (Monday).
I was at my Dermatologist appointment this morning, so I had my phone silenced. Of course, that's when they called me back. Not for the week that I have been carrying my phone everywhere, including the bathroom.
The voicemail message said he would call me back today or tomorrow with a follow-up. Great. I won't hold my breath.
Sure enough, he called back this afternoon. A really nice guy named Deshaun, and from his voice, I assumed he was gay.
Deshaun, if you are reading this and you are NOT gay, I apologize so sincerely. I should not have assumed. You are a very nice man. And if you are gay, please register for a FREE ACCOUNT right here and post an introduction. If you mention that I referred you, you can get a 50% Discount on your free account.
Anyway, Deshaun said that he thoroughly investigated this SNAFU. The normal procedure is for these referrals to go through a few hands before they are sent to the provider. In this case, the Orthopedic Surgeon who needs to look at my knee.
The doctor writes the referral, and it goes somewhere for approval.
Once approved, the packet is assembled with billing information, relevant medical history, and other unnecessary paperwork.
Once the packet is assembled, it goes to a Care Coordinator, who calls the veteran (me) and asks if I have a Preferred Provider. I do, so I gave her that information.
At this point, the file is "flagged," meaning it is ready to be faxed over to the provider's office for appointment scheduling.
So, Deshaun began following the file to determine where it went, since it never made it to the surgeon's office. He noticed that the file had been flagged, so that's a good sign. Then he looked to see how many flags it had.
Between July 17th and August 17th, the file was flagged 1,700 times. 🫨😮😧
He admits that he has no idea how that happened.
But the good news is that he personally faxed the file over to the surgeon's office. He then called over to Debbie, the Referrals/New Patients Manager, and confirmed she had received it. Yes, she did.
\0/ Yay!
She also told Deshaun that spine cases take longer to schedule because surgeons require much more detailed information. That can take weeks. But for joints (shoulders and knees), patients can be seen much more quickly.
So I expect that within the next 3-5 business days, I will get a call to schedule an appointment. But I have been wrong about that recently, so we will see.
Fingers crossed, everyone, please.
🤞🏻