Tuesday was a busy day! We have been excited to share the news about St. Jude. When we shared this news with our doctors at LPCH, we really didn’t expect the reaction we got. Their faces fell. There was a marked change from happiness about Devree’s progress, to we can’t believe we are being fired.
You can’t imagine the gratitude and love we feel towards this team that gave us back our little girl. They took our world that was upside down, and helped us to get our feet back under us. Devree’s neurosurgery was a wonderful victory in our 3 part fight against this cancer. The last thing in the world we wanted to do is make them feel bad.
But this is the right path for Devree, and they will just have to forgive us. And we forgive them for the little difficulties that we had to go through today.
When you fire your team at Stanford, they are not very motivated to help you transfer to St. Jude. We were told that they would not give us a referral to St. Jude because it was not their idea. As a customer, we made that change all on our own. Therefore, it would now be our job to collect all of Devree’s information for St. Jude. What does that mean?
Well, today we learned what that means. We were told that we needed to call 1 phone number for Pathology, and collect all of the information there. Another number was for the Medical Records department. The biggest shock was when we were told that we needed to physically visit Radiology to request for Devree’s MRIs on a CD. The CD would then need to be over-nighted to St. Jude. I asked if I would need to drive 5 hours to do this in person. The answer was, “maybe so?”
I had to acknowledge that our “fired” team didn’t have to share all of these numbers with me, or explain the process. So I thanked them for their help. However, I couldn’t resist mentioning that this process was not very customer friendly. The person on the other end of the line seemed rather at a loss for words when I shared my frank observation. So I went on to ask if the change in helpfulness was because they felt kind of fired. Their response was that, in effect you actually did fire us. Sigh…(from Todd)
On the positive side, St. Jude was wonderful. They took down all of the phone numbers that I had collected, and I was informed that they would take care of the rest. That left me 2 tasks that needed to be done before the transfer was complete. I needed to sign paperwork and fax it to St. Jude, and we needed to get a referral from Dr. Bower. Whew!!!
The transfer will be complete tomorrow morning. St. Jude will then help us get pre-approval from our insurance, and schedule our first appointment.
WooHoo!!! Memphis here we come!