Let me start this by saying I've never wrote a bad review before in my life. In fact, I've done the opposite and written glowing reviews for doctors and businesses I love and appreciate. But hopefully this review will change something in the after cancer care system even on a minuscule level.
I'm a cancer survivor in my 30's. I transferred my follow up care to Highlands Oncology after moving to the area from the PNW. My cancer experience was 6 years ago, and I am better physically and have done a lot of work to be better mentally and emotionally. All of that was torn apart in a matter of minutes by Highlands Oncology and their lack of communication, empathy, and organization.
First off, last year right as I was about to enter the room where the MRI machine was, a technician asked if I had been having headaches, fatigue, etc. I said only on occasion, but I'm sure it's having a baby at home and laughed. She responded, with all seriousness in her voice, "you never know." NOT something you should say to someone going in to a scan.
But that paled in comparison to this year's experience. I had my MRI as normal. Had wonderful MRI technicians this time. I asked them when I would get results as I normally get them by phone. They said the radiologist will have a report ready within two hours and send it to the doctor. So come afternoon, I give them a call. A receptionist made a note on my file that I needed to be called back for results. Come closing time.. still nothing so I called again. Another receptionist, another note. She said I'd likely be called in the morning. Come morning.. nothing. I made my third call around 11am. Another receptionist, another note. About two hours later someone finally calls me back. After she confirms my name and DOB, she says, "can you come to our clinic in Fayetteville today?" My heart stopped beating. As a cancer survivor, this alerted every alarm bell in my brain and my immediate response was they need to relay bad news in person and at a bigger clinic with more specialists for me to talk to. This began a convoluted conversation about how they'd changed their protocol and couldn't get results over the phone, all the while I'm shaking and holding back tears. I'm a stay at home mom with two kids 2 and under. I can't drop everything and come in. That's why we've done phone call results. I'm put on hold multiple times, told they'll call me back. I explain to another woman as a cancer survivor, how is this supposed to come across? To me it's bad news if I have to come in. At this point I'm actually full on sobbing. More holds. She said they could get me on Thursday (it was Tuesday). I said can you get me in tomorrow? Even with a NP? Wait.. can a NP give me my results today if I come back there? More holds.
Finally, after being on the phone with them two separate times for 20+ minutes and time in between, they say that a NP will call me with results. I said today? Before close? Trying to get something concrete. She confirmed.
A few minutes before 5pm (so this has been going on since at least 2 and MRI was 9am the morning before.. a long time), someone calls me and gives me my results: all clear and stable. Then says, "have a great day."
Is this really how a cancer specific center handles cancer patients? Without any thought as to how their words come across and can reopen old wounds and trauma? I was absolutely appalled. My husband grabbed the phone from me after she said have a nice day and said do you know what was happened here? He explained everything. She said she didn't realize all the details (I had a random appt booked 21 days away for results I knew nothing about, why do the techs as well as receptionists as well as patients not know the new change in protocol, the verbiage that was used that caused me to go into full panic mode and only explained later because I stayed on the phone and was crying.) He said, "We will be looking elsewhere for care."
And I'd urge anyone who has been through the trauma of cancer and expects compassion and care to do the same. read more
