September 29, 2025

This morning I rushed from my early client session to log my mom onto this call that the rehab she was just in for post-surgery PT and OT (associated with the big hospital) wanted to have with her. It was short, involved a bunch of cover-their-butt questions and what I heard of it involved things Mom definitely already knew.

I’m sure they have all kinds of different patients they follow up with and I’m also sure not everyone has the same support at home as Mom does so maybe these calls are more helpful for others.

But the call was scheduled for 9 AM and this call center representative in another state was calling me several minutes ahead of time insisting that we log on and then the nurse was right there several minutes beforehand and rushing as though we were behind…seeming to want to get through it quickly….appearing a little annoyed when Mom was still finishing up in the bathroom and we weren’t 100 percent ready to have her on camera Ahead of the appointment time.

So maybe this is better than the endless waiting we have experienced, especially on telemedicine calls, because the provider is overbooked and late. But this didn’t feel awesome either. I barely got down the stairs to Mom’s room and the call center lady was telling me to just click the link while I was getting down the stairs. There’s impatience there

There must be quotas and overbooking and an understaffed, overworked situation. Not great.

Better than not having it at all? It’s a toss up for us because it didn’t really help and it was an extra annoyance, but also we have learned that if the patient declines anything for any reason it goes down in the chart (almost always without a reason specified) as a refusal and refusals in your past count against you as you are trying to get into rehab in the future.

And we hope Mom can get her knees replaced in the not too distant future. And we want to get into our favorite rehabs.

So we better hustle down the stairs and out of the bathroom and onto that follow up video call so the rehab can check their boxes, document that they checked on us (in this case almost completely without added value for the patient, not gonna lie), and make sure they get and stay paid.

Nothing wrong with it per se, but there are some different things going on these days that are not entirely without a sense of weird “over-the-top-ness” in my opinion. Wish I could get clear reasoning from those in power regarding them.

Another example is that when we call with a medical question the bill looks a lot like they are saying it was a session. A little borderline questionable at times with the wording on the bill. I’m sure the codes are legit and show that it was a phone call in but some of those calls were QUITE brief and yielded very limited results but the language on the bill seems to describe them as though they are an in-depth service of significant value. Maybe sometimes? But sometimes I was the family member on the other end of that call in to the provider’s office and certainly didn’t speak to the provider. Someone got a message back to the provider and got back to us but we didn’t really have a telephone session. Just saying.