Has anyone experienced a breakdown in communication?

[MimIN]

Frustrated!

When I first signed up for this I was very excited. I spoke once with Lori and because I had done my research I didn't have many initial questions. I sceduled my date, got two documents, paid the deposit and that is it. Nothing is explained, I get half explanations to full bodied questions and I feel like I am not important anymore because I've already been recruited.

This may be my perception but I am very prompt, organized and direct. I expect confirmation of receipt of items and information because in my line of business that is what you do. I expect if I leave a voicemail I get a call back. If I don't get confirmation I assume something is wrong. In my world that is how it works. When I have to constantly follow up and keep on someone it grows old quickly. What is aftercare going to be like if I can't even get an answer to a simple question or a conference call scheduled??

I am having second thoughts, I don't want this to be something I will regret. Has anyone else experienced a breakdown in communication at OCC?

Miriam

[Littleroo27]

I've had some problems with e-mails, but I'm not sure it was anyone's fault. One got lost in cyberspace, which has been known to happen with my office's server. The other I sent to Lori while she was out of town, but after I re-emailed asking what was up, someone else from the office got in touch with me, so that was okay.

Of course, I am still pre-op and have not scheduled a date or put any money down.

I have read a lot of e-mails from people who used Dr. Ortiz's cell phone number and had prompt replies, so maybe it's just the paperwork part that they aren't so good at?

[Guest marys]

Hi Miriam,

No I didn't experience what you are describing although I know in Mexico they tend to be on a little different time schedule than the U.S. - called "mexican time' - no reason tho to not have calls returned - Ive always gotten a response - immediate when I state its an emergency or close to an emergency. Please don't get discouraged and try Lori via phone and email and I know she will respond quickly. I don't think I rec'd a confirmation that my paperwork was rec'd (or deposit) and I don't think they routinely do that but you are smart to demand what you need to feel ok about things. Please try to be patient (within reason) and I know you will get your questions answered. I have called Carolyn, emailed Lori Becky and called both Dr. Ortiz and Dr. Martinez on their cell phones and have always received a timely answer. BTW - when is your date? I hope it works out for you. Mary

[LoriBecky]

Miriam,

I'm sorry if you feel like you aren't getting the answers you need. Please let me know what I haven't answered for you, or if you'd like a phone call. I return every email that I get and try to answer all the questions, if I've missed something I'd like to make it right. Please get in touch with me personally. Right now I'm at an Obesity Help convention, but I'll be back in the office on Monday. I'll also send you a personal email in case you don't glance at the boards today. I also don't have a voicemail from you Miriam, I am really good about returning calls because I hate that, too!

We generally don't schedule conference calls between Patients and Dr. Miranda. Usually patients call her directly from the information provided in the packet we send you. If you'd like me to schedule a conference call, I'd be more than happy to schedule that with you. What morning next week would work for you?

[ClaireinCO]

Miriam, I'm sorry you feel that way. I know what you mean. I have been there - with many doctors' offices. I'm sad to report I felt that way with OCC, too. I had sent an email to Dr. Miranda about going crazy on the pre-op diet. I asked about adding several specific foods. I asked if what I was going through was normal. I was looking for some reassurance and some guidelines. I felt like I was very succinct and direct. She wrote back "Add some steamed greens". That was it! I found much more support here and on LapBandTalk.com. But then, when I met Dr. Miranda in person, I found her to be very warm and communicative. She explained that she is brief in email for fear too much sympathy leads patients to drop the pre-op diet.

I guess there is a standard amount of delay and brevity in the responses from OCC that I found with my own doctor's office. I think it is a balancing act, to be a busy and successful clinic, but still attend to the needs of all the patients - past, present and future.

Ultimately, I spoke with about 5 surgeons' offices. I thought OCC was somewhere in the middle/higher range of "Customer Service". But the quality and professionalism once I got there was amazing! I have no regrets. Another woman who was banded the same day as me has had a few post-op issues and she said the doctors have been totally available for her.

Regardless of what you read here, go with your heart and make the decision that is best for you. Choosing a surgeon is very personal.

[mommyrkr]

I felt exactly like you do. I had lots of information, until I signed up. Then I did not get a reciept or confirmation or anything. It worried me a little. I expected for them to confirm that I would be arriving at a certain time and that kind of thing, but that is just not how it works. I was a little concerned about that, but figured I had to do what I had to do, and I know the doctors office around here can be just as bad.

Just before my flight landed was the worst. I was a little panicky even, hoping that they had got my flight info right and someone would be there to pick me up. Sure enough, right off the plane, there was the driver. From there, I did have to ask a few questions, just to clarifly, but the medical professionalism and expertise was obvious as soon as I arrived. I don't care what kind of service I had to deal with beforehand, I would do it again in a heartbeat. After surgery, I have everyone's cell phone numbers, so that makes me feel a little better too, though I have not had to use them. However, Dr. Ortiz told me about some of the strange calls he gets because he gives out his cell phone. Poor man. Anyway, I can relate to what you are feeling, but don't worry, it is just part of the process, it will be better once you go.

Becki

[ClaireinCO]

LoriBecky - just a suggestion... maybe that would be something you could have the office put together? Just one sheet that comes with your confirmation that says "You will be picked up by the escalator...You may wait for other patients to arrive...YOu will checki in to the hotel....Mrs. Ortiz will get you in the morning...etc." Because now I'm thinking about it - I did get off the plane with my fingers crossed. I had no info at all from OCC. Just reports from this board telling me not to worry - so I tried not to.

I know probably schedules change daily. But even if it was just a vague run-down of how, and with whom, you'd be getting around, that might put a lot of people at ease.

Just a suggestion! I think you do a great job managing this board and answering all these questions!

[MimIN]

Thanks all for the responses. I am glad to hear that lack of communication isn't insight of what is to come. To me (and everyone that goes down this road) this is a very important life changing decision and I want to be informed along the way. I need to know where I stand, what step is next etc. I don't need coddling but I need to know that I'm not just a number if that makes sense. I don't want to be taking steps into the 'unknown' I need to be informed or there is no way I am going through with this. I was spoiled with a local surgeon's office who called me with every development of new information but when my insurance denied me for a third time that is when I looked into self pay in Mexico (self pay here is 22k).

Lori,

In the after booking letter that was emailed it states:

I will be contacting you in a few days to assist you with any questions you may have, obtain any missing information and assist you with your telephone consult with our nutritionist, Dr. Miranda.

I did not receive this contact. I had emailed Dr. Miranda with a question and asked about the consultation, she said that Carolyn schedules conference calls and copied drortiz@obesitycontrolcenter.com. So that is where I got the information about scheduling conference calls.

My surgery date is scheduled for the 27th arriving on the 26th for the pre-op testing (and shopping!). So far so good except a slip up last night with a bite of pizza but down 9lbs, easier than I thought!

[mommyrkr]

Good for you for losing 4 pounds already, that is great. We have very similar starting weights. I was 265. I had surgery on 8/28, so I am almost 2 weeks post-op. It is going well, and I had a much easier time after the surgery with the diet. Good luck and let us know how surgery goes.

Becki

[PatU]

Miriam,

I also work in a profession where confirmation is expected so I understand your concerns. I did have good communication with Lori via phone and email and another lady who handled the travel arrangements. I also talked with Dr. Miranda about the pre-op diet (as outlined in the letter) but it was a very short conversation. It doesn't take long to say "protein shakes, water and 4 pounds of greens a day". But, during the weeks prior to my surgery, I did feel a little out of touch since there was so much hand-holding right at the beginning. I did write Lori the Friday before I left to make sure I hadn't forgotten anything and she responded right away. Still, I was a little apprehensive as I boarded the plane. I would have liked a final, written itinerary so I knew what to expect when I arrived.

Fortunately, San Diego is nice airport and the OCC driver was waiting at the bottom of the escalator with my name on a sign. I have to admit I also had my fingers crossed but knew I could reach OCC if needed. After that, I felt right at home and was very impressed with the Lucerne, Mrs. Ortiz and the OCC staff before, during and after the procedure. I am a tough customer and it takes a lot to impress me but I wouldn't hesitate to recommend OCC to anyone. The facility is spotless and very professional. Your comfort is extremely important and you feel like you are at a spa.

I have not needed any aftercare because I have not had any complications (three weeks post-op). One lady who had the surgery the same day did have a possible infection at her port site and OCC made sure she had precautionary antibiotics before she went home. I feel confident that I can call OCC if I do run into any issues. Of course, you have to feel good about the whole thing -- start to finish -- but hope you don't let a few unreturned calls sway your decision. So far, I don't have any regrets and would do it again in a flash.

PatU

[karenlynn79]

Hi Miriam,

Overall my experience was great at the OCC. There were a couple issues that really bugged me when I was there but I got over them. First, the driver at the airport was not at our gate, he was down the way a bit and by chance we found him after waiting a while. Second, I was never told what time I was going to be picked up on the day of surgery from the hotel and this caused a lot of confusion for me and Mrs. Ortiz. Also, I was only given half the pack of disolvable pain killers when I left. I did talk to Rene before I left but he forgot to send them to the hotel so that really upset me. Last, we were picked up so early on the day to go home that I had to wait at the airport for almost 6 hours which was awful because I was naseous (sp) and had major gas pains the whole time.

Lori, I have actually been meaning to let you know these things but kind of forgot til now. Everything else was great, especially my experience at the clinic the day of and after, so I didn't want to bug you about it.

Anyway, not trying to worry you Miriam but you kind of got me thinking about good/bad things about OCC. But the main thing is that I was impressed and happy and would recommend the OCC to friends and family.

Karen

[LoriBecky]

Hi Mimi, (and all other OCC bandsters)

You're right, I didn't check the new booking leter. it hasn't been our practice in the past to schedule those, and nobody made us aware of that change - just said they updated the letter to correct a few things and I haven't slowed down long enough to read it. what i'm working on with Carolyn is a checklist to send out with the packet... day 3 after booking do this.... 10 days prior to surgery date do this...

Now the part about the transportation is much harder for me as I don't control or schedule that, but I will do my best to make sure patients get that information from Rene.

I will really work harder at following up with patients, sometimes there isn't enough time in the day to get to everything, which is why I'm here, working at 9:00pm! I really do try to get to everything, but sometimes, and I truly am sorry, things slip through the cracks. Please know I do care about you and your welfare, I wouldn't do this job if I didn't

Always feel free to call or email me with questions, concerns, suggestions or just some support