My left knee started hurting at the end of June. I’m talking intense, sharp pain, not a dull pain that I could ignore. It hurt when I straightened it from sitting down, when I shifted positions while sleeping, and going up and down stairs. I live on the third floor.
I saw an orthopedic nurse, who prescribed physical therapy. The physical therapy office is conveniently located, and I got an appointment right away. Lucky me! The first day I arrived early with my prescription and forms all filled out; I was on top of it. The receptionist asked me if I had a referral from my doctor. Um, no. I had a prescription from the orthopedic nurse. She told me I needed a referral from my doctor. I made a note to email my doctor when I got home.
I met Nick, my PT. Nice guy. We talked about my pain, and he massaged my knee, asking if it hurt. Nope. I told him it often hurt when no one was looking. As he massaged my knee, he asked me what I did that morning. I said, “Are you trying to distract me?” He said he was. I told him I saw right through that; I work with children. I told him what I did anyway, and he told me the story of how that was his first day, and I was his first client of his new job. We worked through some exercises, and I made an appointment to come back later in the week. Oh, I also had homework. Exercises. I went home and did the exercises the next day. I emailed my doctor.
The next time I went in, I asked the receptionist if my referral went through, and she said that it didn’t. She gave me a Post-It with directions on what to say. Did my exercises with Nick, and went home to call my doctor. I was redirected to another number, which I called, following the directions from the Post-It.
The third time’s a charm. There was a different receptionist at the desk this time, and I checked with her to make sure that I had gotten the approval I needed. She said it hadn’t gone through, and asked me to fill out a form. I asked what it was for, and she told me that it said that I was financially responsible for the physical therapy if the approval didn’t go through. I got a little upset, telling her that I called, and I had the Post-It note and everything. I showed her the note, and she said that I wasn’t supposed to say “referral”, because they would think I was talking about drugs. I was supposed to say “authorization.” Really?? She pointed out the chicken scratch that was on the Post-It note that supposedly said “AUTH.” To me, that means “author”, not something I’m supposed to say to be able to reduce my financial burden to this office. I told her I was very frustrated, and she rolled her eyes at me and made me a new Post-It, with clearer instructions. She treated me as though I was a small child.
Feeling dejected, I went in and told Nick that not only was I angry at the receptionist, but my knee still hurt. Poor Nick. He worked me hard that day, and told me it could take three weeks to three months to see improvement. I can work with that. I noticed that there were a lot more physical therapists that day than I had ever seen. Not many of them were smiling, which was too bad, because all of the clients were grimacing, exercising through the pain that they obviously felt. What negative energy! I resolved to have a better attitude, improving my mind and body as well. On my way out, I told the receptionist that I would be back in three days, with a better attitude. She tried to smile at me, but couldn’t quite make herself do it.
I called the approval office again, explaining my situation. The guy on the other line was so patient with me. He said they were short staffed and very backed up, but he had printed out my paper and was on it. I thanked him and got his name.
I go back to PT tomorrow, armed with newfound hope, stronger legs, and a positive outlook. Wish me luck!
