Wednesday, August 2, 10:22 a.m.
Cell phone rings.
Recorded message: Hello. This is Pelican Harbor Dermatology Clinic calling to remind you that you have an appointment at … 9 … a … m. on … Thursday … August …10th. To confirm your appointment, please press 1 at the conclusion of this message. If you are unable to keep this appointment, please call us at XXX-XXX-XXXX between the hours of 9 a.m. and 5 p.m. on weekdays, and 9 a.m. to 2 p.m. on Saturdays. The Pelican Harbor Dermatology Clinic is pleased to announce the establishment of a new vaginal rejuvenation practice that will be headed by Dr. Alice Spoonmacher. If you would like information about our new practice, please call XXX-XXX-XXXX, extension 23, to schedule a no-obligation appointment with Dr. Spoonmacher, Thank you and we look forward to seeing you at our office located at 14254 Gulf Parkway, Bonita Springs, Florida. Good-bye.
Thursday, August 3, 7:01 a.m.
E-mail received.
To: Thomas Dryden
From: Pelican Harbor Dermatology
Message Line: Important!
This is a reminder that you have an appointment at 9 a.m. on Thursday August 10th at our office located at 14254 Gulf Parkway, Bonita Springs, Florida. Please bring with you a photo I.D and your insurance information. Any co-payment that is due will be collected at check-out. To confirm your appointment, please press “Yes” below. If you are unable to keep this appointment, please call us at XXX-XXX-XXXX between the hours of 9 a.m. and 5 p.m. on weekdays, and 9 a.m. to 2 p.m. on Saturdays. If you are having a cosmetic Botox treatment, we remind you that Insurance companies will cover Botox only when it is used for medical purposes or when it becomes medically necessary, so full payment will be due at check-out. Thank you and we look forward to seeing you.
Friday, August 4, 4:58 p.m.
Land line rings.
Recorded message: Este es un recordatorio de que tiene una cita a las 9 a. m. del jueves 10 de agosto en nuestra oficina ubicada en 14254 Gulf Parkway, Bonita Springs, Florida. Traiga consigo una identificación con foto y la información de su seguro. Cualquier copago adeudado se cobrará al momento del check-out. Para confirmar su cita, presione "Sí" a continuación. Si no puede asistir a esta cita, llámenos al XXX-XXX-XXXX entre las 9 a. m. y las 5 p. m. de lunes a viernes y de 9 a 14 hs. los sábados. Si se está sometiendo a un tratamiento cosmético de Botox, le recordamos que las compañías de seguros cubrirán el Botox solo cuando se use con fines médicos o cuando sea médicamente necesario, por lo que el pago completo deberá realizarse al momento del check-out. Gracias y esperamos verte.
Saturday August 5, 8:33 a.m.
Text message received.
Your appointment for 9 a.m. Thursday August 10 at the Pelican Harbor Dermatology Clinic is confirmed. If you are unable to keep this appointment, please call us immediately at XXX-XXX-XXXX. Cancellation with less than 48 hours notice will result in a charge that will be billed at the address we have on file for you. As an added service for our valued clients, during the month of August, we are offering 20 percent off nail fungus, cellulite and tattoo removal —please ask at the front desk for details. As a reminder, bring your insurance information and a government-issued I.D. and remember, copayments are due at check-out.
Monday, August 7, 11 a.m.
Email received.
To: Thomas Dryden
From: Pelican Harbor Dermatology
Message Line: Urgent!
Don’t forget — you have an appointment tomorrow at 9. a.m. at our Bonita Springs office. Please bring your insurance information, a photo I.D. and cash, credit card or debit card for any co-payment that is due. While you are here, be sure and ask about our summer special on laser treatments to remove unwanted body hair, spider veins and stretch marks. See you tomorrow!
Today, August 8, 12 noon
Cell phone rings.
Recorded message: This is Pelican Harbor Dermatology Clinic, calling to remind you of your appointment which is scheduled for tomorrow at … 9 … a … m. If you are unable to keep this appointment, call — do not text — us immediately at XXX-XXX-XXXX.
Today, August 8th, 12:10 p.m.
I place a call to the clinic.
Receptionist: Pelican Harbor Dermatology.
TD: This is Thomas Dryden. In the last week your office has called on my cell phone twice … called my landline in Spanish … texted … and emailed … to remind me of my appointment tomorrow at 9 a.m. I am calling to confirm that I will probably be there.
Receptionist: What do you mean by “probably?”
TD: Well, I could die in my sleep tonight. I could have a car wreck on my way to your office. I could even be abducted by aliens. There are a million and one things that could keep me from showing up at 9 a.m.
Receptionist: There’s no need to be cynical.
TD: Well, there’s no need to treat your patients like they’re idiots. I like Dr. ________ but this is ridiculous. If I was coming to you as a Memory Care patient, I might be able to understand all those reminders but he’s a dermatologist. This doesn’t just border on harassment, it is harassment.
Receptionist: Look, I’m not the one who called, texted or emailed. That’s our scheduling department. It's their job — you couldn’t believe how many people don’t show up.
TD: I imagine half of them don’t show up just to spite whoever’s sending these messages.
Receptionist: I hate to tell you this — don’t be mad — but you’re going to be receiving one more call this afternoon and a text tomorrow morning. I can’t stop them. They’re already programmed into the system.
TD: I understand, but please let the good doctor know that you need to back off all these reminder messages or I’m going to find another dermatologist.
Receptionist: I will do that. See you tomorrow.
TD: Probably. Good-bye.
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