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Discussion Starter #3
ok, i got home late and there were 3 messages on the machine. the surgon called and let me know bernie got his MRI done and it was a slipped disk, and beag was headed down for surgery.
then the last call told me bernie was waking up, doing fine and he was even hungry. that darn dog goes through all that and the first thing he thinks about is his belly. yep hes pure blood beagle!
so i get home and call UGA to speak to the doc on duity. this answering service they have put a block on my call. the girl told me that just because beag had spin surgery and the docs call, was NOT an emergency enough for her to pass me through to the doc. i told her i was told to call. she said then i should have called earlier.
i told her i was at work and unable to call. she said that that wasnt her problem, and still she failed to see what the emergency was.
what a :angryfire:
but, i too had yet another plan. i called the first emergency doc bernie saw here in my town. explained the deal. he called and got all the info i needed. i still at this point have a good mind to call that :angryfire: back and let her know (just to prove my point) i got through any ways. oh man im boiling. should i be? should i call her boss in the morning? should i raise the roof off that place? remember, its not the ER, its their answering service. oh please oh please just 1 person tell me i should.
 

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I assume its good news (you never did tell us).

As for the answering service...definitely lodge a complaint. When Murphy when in for his surgery, we were in Hawaii (10th wedding anniv.) When we found out, we gave the hospital the go ahead, cancelled everything and flew home red-eye. We landed and drove straight to the Univ. Of Penn. Vet Hosp. By this time we had been up for close to 24 hours. The clerks wouldn't tell us anything. They said come come back at noon. It was 8:00AM, we said we would wait (they were not pleased). A older woman came out and asked what was wrong, I unloaded on her. I explained everything to her quite angily. She left quietly to find out what was going on. My wife pulled me aside and said her badge said "U of P - College Dean". When she came back I apologized, she said no need, they should have told us something, she gave us Murphy's condition and his current status. She would get us to him by 10:00AM. She did.

Never be afraid to speak your mind.
 

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Rick,
I was wondering about Bernie and his MRI yesterday. I'm assuming that he is moving all of his beagly parts and making beagly waste and all seems well. Geez, I miss him :biglaugh: I remember a year ago, all of the waiting and missing when my Henry was being treated for heartworms and almost dying at Virginia Tech.

As for that woman...she was rude and insensitive. Maybe she has never been through what you've been through and since she works there, may even be desenstized.

I am a believer in setting things right. My MO is to write letters. And cc them to her supervisor, as well as the head of the vet school. If you call and complain, she may or may not ever get called on the carpet. Letters make a louder impression and can be put in her file. Who knows, maybe she already has some complaints.

Please tell us when Bernie is home and back in your arms again.
 

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Discussion Starter #6
murphy's dad

thats my problem, when i speak my mind, i get into trouble. im one of those that will say what everybody is thinking. i have no problems speaking up when i see wrong. even if it has nothing to do with me. im not rude mind you, im just short and to the point. that was just wrong in all honesty. that girl had no idea why they wanted me to call. neither do i at this point really. but i will this morning. then, i'll be heard. this has nothing to do with the hospitol, its the answering service, which isnt even on location. i will not stop until that girl has called me and told me she was sorry. if it takes yrs, im in for the long haul. as far as the hospitol goes, they have been nothing but way cool. :thumbup:
 

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Hi Rick, I think you should write letters. Your complaint will get more notice if you are calm and make your point clearly. I think in a situation this emotional it it easier to be calm in a letter. Glad you are feeling better about Bernie's progress. I will be watching for the news that you have him home with you.
 

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Rick, I'm assuming from all the happy graemlins in your first post that Bernie is doing well?! :happyhappy: Yep, that's typical beagle--wakes up from surgery hungry!!
I'm so sorry you had such trouble getting the info you needed!! I guess even down in God's Country answering service operators can be rude!! I would definately write a letter to her supervisor, and cc to the hospital!!
Good luck. When you can see him, give Bernie a big hug from all of us! /forums/images/%%GRAEMLIN_URL%%/smile.gif
 

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I too am assuming things went well for Bernie. I would definitely report the girl at the answering service. Writing a letter has the most impact. I work in retail (11 years now, ugghh) and have seen the different approaches taken to complain. Letter's definitely hold the most power. Take the time to write a good, strong letter detailing exactly what happened, including times and dates and the girls name if you know it. I would also let the hospital know the treatment their patients are receiving through their answering service. You've got enough to worry about with Bernie being sick, you don't need to be treated poorly when you try to get an update on his progress. Keep us updated on the little fellow! We're all thinking about him and praying for a speedy recovery!
 

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I'm glad Bernie came through his surgery so well. My most effective method for complaining is also writing letters. For some reason, I can write a polite, to-the-point, letter, but if I complain verbally tend to go off on a tangent which usually doesn't get the desired results. :eyes:
 

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Discussion Starter #12
well i did talk with someone else at the hospitol tonight about the girl who wouldnt let me speak to the doc. she told me that it wasnt handled correctly at all, and she would look into it. at the same time though, they are to screen calls and such. but she did understand where i was coming from and would look into it. i felt that she honestly did care and would handle it accordingly.
 
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