I am extremely disappointed with the lack of communication and professionalism I have experienced with Landrum ENT over the past four weeks.
Four weeks ago, I called to ask whether their audiologist performs a specific hearing test that my husband needs for his VA disability claim. My husband is a veteran, and the VA requires this particular testing to be performed by an audiologist. I initially spoke with Brittney, who transferred me to Cheyenne to get an answer. I left a voicemail and never received a return call.
The following week, after hearing nothing, I called again and spoke with Brittney. I was told they were "looking into it."
Another week passed with no response, so I called again. Brittney apologized that Cheyenne had not returned my call and stated that she receives a large number of calls but should be contacting me soon. I again explained exactly what test was needed and that it must be performed by an audiologist. I was transferred to Cheyenne again and left another voicemail. Again, I received no return call.
On Tuesday, August 25, a coworker of mine who was physically at the office for allergy shots spoke directly with Cheyenne on my behalf. Cheyenne stated that she knew exactly who my coworker was talking about and said she would call me by the end of the day. That call never came.
Today marks FOUR WEEKS since my original inquiry, and I still have not received a single return call from Cheyenne or anyone else who can answer the question.
I called again today and was told that the audiologist only comes to the office approximately once a month. When I asked when the audiologist would be there, I was told they did not have that schedule. I figured the audiologist would be coming in soon since we were on week four with this.
I then learned that the person I was speaking with (Britney) was not even at the Ada location. When I asked to speak with someone at the Ada office, I was advised to call back around noon because of the call volume.
At this point, my frustration is not about whether Landrum ENT performs the test. If the answer is no, that is completely fine. A simple phone call saying, "We checked with our audiologist and unfortunately we don't offer that test," would have allowed us to move forward and find another provider weeks ago. We wanted to find a more local doctor instead of driving to Oklahoma City.
What is unacceptable is repeatedly being told someone will call me, leaving multiple messages, having an employee acknowledge that she knows exactly who I am and promise a call by the end of the day, and then receiving no communication at all.
This involves a veteran trying to obtain required medical testing for a VA claim. Four weeks is more than enough time to provide a yes or no answer or, at the very least, return a phone call.
I hope Landrum ENT addresses its communication procedures. Patients and their families should not have to repeatedly call an office for a month simply to receive a response to an inquiry. read more
