Is this Normal? They rescheduled me and lied about the phone call?

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Is this Normal? They rescheduled me and lied about the phone call?

This is a discussion on Is this Normal? They rescheduled me and lied about the phone call? within the Dog Health forums, part of the Keeping and Caring for Dogs category; I got to the clinic for Delilah's surgery 15 minutes early and checked in. I waited for about 20 minutes until the receptionist came over ...

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Old 06-05-2017, 10:22 AM
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Is this Normal? They rescheduled me and lied about the phone call?

I got to the clinic for Delilah's surgery 15 minutes early and checked in. I waited for about 20 minutes until the receptionist came over and said "I'm sorry, there seems to be some confusion. We called you earlier to reschedule your appointment because he had to fit in an emergency surgery today."

And I looked at my phone and saw that they had indeed called me on Saturday while I was at work. I never saw the call. So I was pretty upset and she rescheduled me for next Monday.

But when I was driving home I thought, if they call to reschedule, and they don't hear back, why wouldn't they try getting in touch with me again? Why would they assume that I got the message and just didn't call them back, rather than assuming that I didn't get the message and I would be there at the time I had thought I had scheduled for her surgery?

And then I when I got home I LISTENED to the message and no where in the voicemail did it say they need to reschedule. It said they were calling to confirm my surgery, to not feed her for 24 hours before the surgery, and that they would see me on Monday at 10:30.

I feel like I was lied to or there was some sort of miscommunication or something. But I'm really upset about this. If it's a life or death emergency surgery then yes, I can see why that's more important than Delilah's knees. But I don't know why they said they called me to reschedule when the message they left two days ago said they will see me on Monday?

I want to call back and say something, but I'm not sure what.
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Old 06-05-2017, 10:57 AM
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It sounds to me like they just dropped the ball. Maybe they called and it didn't go through (maybe they typed the wrong number), maybe they forgot to call and realized too late, maybe someone was supposed to call and told the office supervisor that they did but they didn't, etc. etc.

I work in an office and this stuff happens more than I'd like to admit. Sometimes it's the fault of someone else but since I'm the "face" of the office, people assume it was me. And...sometimes it's me that just totally forgets about something

It sucks. I've been on the receiving end of it and I know that. If you want to call and complain, it's your right to do so, absolutely. I don't think it necessarily speaks to the competence of the office as a whole, unless it happens very frequently.
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Old 06-05-2017, 11:07 AM
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I agree; much more likely a simple mix up than an outright lie. I would call the office and voice your frustration POLITELY and in an adult manner. Perhaps they can explain what happened, but at least it allows them to realize where the mix up happened and take steps to prevent it in the future.


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Old 06-05-2017, 12:17 PM
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I agree that there was some sort of mistake or mix up made. I've always had very good experiences with this clinic, so it seems like it's just a fluke.

But I called anyways just to let them know. The manager was very apologetic and said she would look into it and try to figure out what happened.
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