Medical phone frustrations Published July 20, 2007 By Brig. Gen John W. Hesterman Commander, 48th Fighter Wing ROYAL AIR FORCE LAKENHEATH, England -- QUESTION: I have just spent the second morning waiting to talk to someone about getting a sick baby in. For two straight days, I can't get a hold of a live voice. I have three other kids who sit here waiting to go to school while I sit plastered to a phone (I don't dare move since it's so hard to hear!). It's bad enough that you have to strain to even hear the recording (and heaven forbid you might be a little older with bad hearing or maybe a mom with a sick, crying child -- and that's been a problem for over a year) but the recording is not even geared up to tell you if you might being waiting endlessly due to a family down day or medical training day. So I pay for an unproductive call that costs me more than talking to my family in the States! One of the benefits to being in the military is the medical care -- but not here and not if you can't ever get sick children in to see a doctor. RESPONSE: Please accept our apology that you had difficulty in getting an acute appointment for your sick child, and we take concerns like yours seriously. The Pediatric Clinic prides itself in providing the highest quality care to our patients, and we understand your frustration with the telephone appointment system. The 48th Medical Group has had recurrent problems with our phone lines and message system over the past year. We continue to work on solutions to issues as they arise and are looking into options to enhance our system. Regarding the concern about the low tone on the recording, each primary care clinic has checked their message and adjustments are being made as appropriate. Even without telephone challenges, we know that acute appointments get filled quickly on any given day. To alleviate concerns like yours, we have opened more routine appointments allowing families to book an appointment for the following day, if no acute appointments are available on the day of the call. Our nursing staff is also available for telephone consultation and triage if appointments are not available and home care is appropriate. Based on the nurse's telephone evaluation, we will walk-in patients that need to be seen based on provider availability and schedules. Families also have the option of the Emergency Room if urgent care is needed and no appointments are available. As a long term solution, we are hoping to add an additional appointment clerk to decrease telephone waiting time. We agree that medical care in the military is a wonderful benefit and hope your next experience with the Pediatric Clinic exceeds your expectations.