Vocabulary of frustration

Referral, prescription, doctor's orders- say the magic word and your loved one can receive physical therapy! Here's the catch, the correct answer depends on whom you ask.

I have been seeking another round of physical therapy for Mom since June. Her balance, range of motion and strength had all declined over the winter. The doctor agreed that it was a good idea. He forwarded the request to the ENH central referral office. I was told I would receive a written referral in a couple of weeks. In the interval, the central referral office decided that as a Medicare patient Mom didn't need a referral. No one informed me that nothing was going to be mailed to me. While I was waiting for the referral Mom had a mini-stroke and a hospitalization, so there was no rush. I continued to wait.

Moms fall July 13 increased my sense of urgency. I called the ENH doctors office, who informed me that I didn't need a referral. I told them that while that was true I needed some sort of statement of need from the doctor. They said pleasantly that they would get back to me.

I waited a week. I called the physical therapy provider at Condell who informed me that we needed a prescription from the doctor for therapy. Armed with the phrase "prescription" and a fax number, I called ENH again to request a prescription be faxed to the Condell therapists. Yesterday the Condell therapy office called to say that they had an opening, but no paperwork from the doctor.

Today I spoke with four different people at the ENH office. I would pleasantly explain my request and go into a purgatorial hold until someone new took pity and picked up the line. I would then explain my request again. Lather, rinse, repeat. The last person in that string told me sharply not to interrupt her as she told me I was wrong and did not need a referral or a prescription. She stated that I needed "doctors orders" and that she would just print those up and I could come and get them at the office. She said the doctors orders were done in June.

About five minutes after the phone call, someone else from ENH returned my call from Monday asking for clarification. Okey dokey.

The end result is that the required paperwork was faxed to Condell. I think. Part of the confusion, at least this week, was that Mom's doctor is on vacation.

I would rate this caregiving experience as an 8 out of a possible 10 Hershey kisses in frustration. This scale is based on how much chocolate is needed to restore me to civility.

You my reader, now deserve some Hershey's yourself for having gotten through this venty post.