What happened to empathy and compassion in the medical industry?

My wife had some irregularities in her blood work so the Dr. had her take a test to see if she has thyroid cancer or not. This Dr. tells my wife that he will get back to her in 2 business days. 4 business days pass so my wife calls and leaves a message. The woman who called her back was rude and impatient. My wife asked, clear as day, if (doctors name) has received her (specific name of the test’s) results and if so, could she talk to (doctors name) to discuss the results. This woman said “so like, I have no idea what you are asking about, I don’t understand the question“. WTF, maybe take a moment and look it up in her file, like, maybe try doing your damn job? Anyways. Finally she gets the assistant on the phone and is like, oh yeah we have the results, starts to read over it the phone, and then says oh never mind we will call you later today to discuss the “interpretation“. That was over 24 hours ago. They have to understand how stressful this is, and I would assume that they would be considerate of emotions here. If you cannot commit to following through with a follow up, at the very least call the person back and explain that it is going to be longer (and provide an accurate follow up time). If you have no intention of following up in 2 days, don’t promise to do so. Be honest and set realistic expectations for your customers.

I am extremely upset with this MD. I can understand that they are busy, but I do not sympathize. You are in the business of customer service, and especially in a medical field you should have some empathy and compassion for your customers. These are real people with real emotions who are probably feeling vulnerable and scared. To treat them like this, especially when dealing with the big bad “c” word, is unacceptable.

UPDATE:

Turns out there is no time for compassion because they don’t get paid enough. Wife finally saw the dr today and well, wow. His words: “We are not paid enough from the insurance companies to provide customer service”.

Read more here: https://www.facebook.com/nicole.martinelli2/posts/10154255615248546

Drupal is a bad CMS

Drupal is a bad CMS. It is bad for developers. It is bad for end users. It is needlessly complex, woefully incomplete, and brutally rigid in its _extensibility_. Oh you can install modules that are mostly working, or you can write your own module if you know the API well enough (pro tip: no one does). These modules may get you close to that functionality you require, but not close enough. The response from the community when you run across these all too common road blocks is “well you shouldn’t be doing that”. What sort of cop-out answer is that? PHP is goddamned easy to write. Building websites is super fucking easy to do. Doing these things in Drupal is a nightmare. I work in an agency. We move quickly. Our clients move quickly. The web, as a whole, moves quickly. Not Drupal though. Every goddamn thing about it is super slow. Developing for it is slow, testing is slow, theming is slow, creating content is slow, community development is slow.

Most modules are unfinished and should mostly be considered “MVP’s”. Documentation of the platform and community modules are very poor to non-existent. Want to create a view for your YAML Form submissions that filters out certain responses? Too bad, custom field integration with Views probably won’t happen until sometime next year if it ever happens because the Views API documentation is so poor the YAML Form developers don’t know how to use it. I don’t mean that the YAML form developers are bad in any way, they are just at the mercy of the Views developers and their lack of documentation. The Autocomplete Search module renders pluralized versions of content types as section titles in the results container by simply adding a “‘s” to the end. So for a content type called “Story” the search results would say “Story’s”. See, MVP at best. Or maybe even an alpha. The admin menu does not scale well if you are on a 13″ laptop either. The core Structure menu extends passed the viewport and you cannot scroll it.

For every thing that Drupal does well, it does a dozen things that are painfully frustrating. Sometimes when working with Drupal I will get stoked that it did something kinda cool, but soon after I get “drupal’d” and am pulling my hair out for 12 hours because I didn’t know about some arcane combination of button presses required to unlock hidden functionality to make a module do a thing. Even trying to search the internet for solutions to common Drupal problems returns results that are sometimes 12 years old and are no longer relevant to the platform. I have witnessed experienced Drupal developers struggle with doing some of the most basic things within the platform. It does not speak to them as developers, they are all very talented, but it says a lot about Drupal. This is not a platform for the modern web.