"Several Issues While Trying to Access Care for Abnormal Test Results"

I phoned 811 recently to seek advice on disturbing lab results I had received online. I had already tried to get information from my family doctor, but the best they could offer was a phone call one week later. Since my lab results said Abnormal multiple times in regards to the Urinalysis, I was concerned about having to wait a full week, especially if a prescription could solve my problem. How did I feel? I felt the receptionist at my Dr. office triaged me inappropriately and that my concerns were unheard.

Therefore, I called 811 as I had received help from a virtual doctor through this program a few years ago. However, several problems occurred:

1. A wait time due to over 40 people already in line. I feel this could indicate you are under-staffed, not experiencing unusual wait times.

2. The kind nurse who questioned me for over 30 minutes came to the conclusion that I should see my Dr. within 24 hours. ...that's why I started the conversation with the Dr. office. Ideally, in my opinion, if one is able they should go to a Walk In Clinic and not waste the whole afternoon (with wait time and long interview) using a system that doesn’t seem to help.

3. The nurse finally agreed that I could talk to a Virtual Doctor and explained (a few times) that I would be contacted within 2 hours and if I didn't get a call to contact 811 again.

4. No phone call.

5. Several attempts to break through the line up of now more than 40 patients ahead of me and I was finally able to get through. I was told it is not 2 hours I would be contacted within, but apparently 24 hours.

6. I happened to check my computer and find there were Messages on MyChart. I found that I was not scheduled for Virtual Dr. I suspect that someone pressed the wrong button.

Suggestion: Why not mention to clients that info would be coming on MyChart?? I may have known 2 hours earlier that I did not get booked.

7. It seems to me that after my phone call, someone saw the mistake as the Virtual Dr. promptly called. Good.

8. Again, notices on MyChart:

Afternoon of that day - appt changed to consult with Virtual Dr.

Night of that same day - Dr. followup summary... nothing there

Morning of the next day - Dr. followup summary... appeared. It mentions prescription change, which thanks to searching, I now know is a change from Name Brand antibiotics to generic.

How do I feel? What a giant waste of my time. Next time I will endure the wait at a Walk In Clinic. I feel that good people were not listening and then possibly pressing wrong buttons, as well as the wait times were unreasonable.