Wow was I the little hell raiser today.
Not really. Just probably perceived that way by a few people that I insisted be accountable for what they get paid for.
Went to the VA office today for several things: To drop off notes from a couple different doctors (was told to do so last week so they would be in the system by the time Wally sees his PC doctor at VA next week. Since I was physically there I wanted to set up a couple of appointments, and also visit the benefits area to ask a compensation question of them.
A lot of the people that work at the VA are veterans themselves. Some of those people have that military type personality that things are done in a certain way, in a certain order, at a certain time. That's cool. I understand some people just work their lives that way. To me, I've met former military people that seem kinda "Asperger-y". Maybe it's a bad analogy, maybe it's spot on. They're a bit more rigid in how they do things. I've had no problems with these people. I know they have to follow the rules, and I can do that.
But then there's another type that, just like in any workplace, are just not gonna make it easy for you, even though it's actually their job to do exactly that.
The information desk (always very nice) sent me over to my first stop, which was finding out who I give the copies of the notes to. I was the only person in queue, so I was shifting my eyes back and forth once in a while to see which worker was going to be ready for me first. They're behind a barrier, like bank tellers, but sitting at desks. I'm standing where it's indicated to stand, maybe 12 feet away from them. So not super close.
At some point the guy on the left, not looking up from his computer says "yes".
Not even "Yes?", and obviously not "Yes, may I help you?" or even "Next"
Just "yes" like he was responding to someone on his side, or talking on the phone, etc. and at a volume I could hear, but wouldn't be used to talk to someone more than 3 feet away. So I'm still looking back and forth to see who's gonna take me.
Then he looks up and gives me this half disgusted "YES?"
Then I recognize him as the first person I ever interacted with at the VA. The one who made my palms all sweaty and heart start beating faster because I was more and more getting the impression even going there was a mistake, and that everything was going to be like pulling teeth. I remember walking away from him that first time in the first stages of fighting off tears. I saw him once after that, equally unpleasant encounter, so this was third time I'd talked to him.
Note: It's not, overall the people at the VA. Most, vast majority are wonderful, helpful, respectful and really want to see you get what you need.
Anyway, I'm like "Oh!" and approach. Pretty near verbatim what I said was "Hi. My husband is the veteran. Last week we were told by a nurse here to get various notes from a couple of his doctors in the community and bring them in for his medical records. The doctor needs to see them before his visit next week. She didn't say specifically who to give them to, so I guess you're where I should start. Who gets copies of medical records?"
So....did anyone have a problem understanding that?
I get silence for a few moments, then, "And?"
Me: Um.....And what?
Him: And what do you have there?
Me: Oh. Well, I've got our MPOA here which the doctor has asked for. And a note from Dr X so you can take over his script for Y, since medicare doesn't cover it, and it's expensive...and I've got....
Him: Who is his doctor?
Me: Here? Dr. S
Then he said something really strange I can't remember, that didn't seem to make sense. Turns out after another round of "I don't understand" that he needed to know who the vet was. Like he couldn't have asked for the name or social, it was in some odd way I can't even describe.
Him: (click click click) He was supposed to see her on (names 2 different dates)
Me: Yes. Dr S had to cancel both those appointments, and we rescheduled both times.
Him: But he came in last week and (looking at the computer) INSISTED on seeing someone
(yeah, that was weird. We were told by a helpful person on the phone it's best if we just came in as a walk in some day if we needed to have some administrative questions answered, since the doctor had cancelled twice. The clerk we got that day was one of the "asperger-y" types and for some reason when entering his comments while we were standing there, very firmly read what he was typing, that we INSISTED on seeing someone today. I'm sure because we didn't have an appt and that was messing with his mind.
) He was ok though, just anal.
Me: Yeah, we did see someone. The nurse who told us to get these papers and come back here.
At this point he said one more thing, that didn't in any way tell me anything, and I decided enough was enough. Today was a day I was strong and powerful.
"You know, you're going to have to start being more helpful, polite and pleasant to me right now. You're not intimadating me, and I've given you everything you need to know to give me the information I need. I met you a couple times before and you were every bit as unhelpful and unfriendly as right now. I've had a few people ask me if they think they could get help from the VA, and I always tell them to come by here and find out. But I warn them that they may run into some paper pushers, Like You, before they actually meet someone who helps them. I can understand why people are hesitant to come here because if someone like you is their first contact, they're going to want to turn around and leave."
He started to give me a "I'm sorry, but I'm a vet too..."
"Well then you should be doing an even better job because of that. Aren't you here to help other vets and their families navigate through the system? Now where do I have to bring these?"
BTW, all this was said not in an overly loud voice, but loud enough to be heard 12 feet away by the new people in line, and all the people behind the barrier. Everyone back there was pretending to be doing something close enough so they could see what was going to happen next.
Him: I'll get a nurse for you.
Me: Good. Thank you.
Waited 5 minutes, saw nurse, first part of mission accomplished.
Next stop at the VA, next post.