Yesterday – January 28, 2015 I had a phone appointment with my primary care provider. During my last appointment I was told to setup this phone appointment so that we could talk about my levels and take appropriate action on those levels. My appointment was at 230 PM yesterday. If anyone has ever used the phone system to get anywhere at the PHX VA, make sure you call an hour before. I started my call at 225 pm….After 5 minutes of prompts I was finally in the que. As I sat on hold I started watching the clock. Before I knew it it was almost 3 PM. I still never got through to anyone. I then when online to my secure messaging and let the Team know that I was trying my hardest to call in for my appointment. They gave me another number and that put me into another que for 30 minutes before I just gave up. I was then contacted via the secure messaging that the appointment I was speaking of was made by mistake and that the doctor will call me next week. But wait, I was told to make this appointment and then I’m being told it was made by mistake. So in other words I wasted an hour of my time to get no answers and still not speak to my doctor. I understand the phone system is busy, but if its an appointment why should I sit on que waiting.
This is just another failed mechanism at the PHX VA. Product of poor management and understanding their customers. I would suggest to anyone that if they say phone appointment you say no. You’ll waste the same amount of time on hold waiting as you would at the clinic. At least at your clinic you will get to see your doctor.
Frustration is not even I word I would describe the PHX VA. Disappointed is the word I would use. And I am sure I will continue to be disappointed. Deep down I know that the VA will change. My fear is it won’t before my time is up. How many must wait in pain and hope to not die of their injuries or at the hands of a VA Doctor.