I'm frustrated with my medical team

Here is My Question:
My doctor is great; the staff is horrible. I can't get through to ask a question. No one ever calls me back. My neuro made a llist of things (wrote them out himself) he wants me to have done, ie: rheumatologist, sleep study, go to Mellen Center in Cleveland Ohio and get an MRI on my head and back. Only thing done is the MRI, but I have heard nothing about results. No follow up appt was made or anything. I signed up for their portal but the password did not work. I've left message 3 tiimes about that as I hoped I could communicate better that way. I don't know what to do. I have been in tears, as it seems there is no one who cares. Sorry if that sounds like "poor me" but I am truly frustrated and don't know what to do. 

I'm ready to find a new neurologist but concerned will they not be able to see results of my MRI since they are also Promedica? It seems the "staff" is as important as the doctor! You know the neuro I go to and I really do like him. He told me he knows you! He agreed with everything you had said to me before. I'm sure you don't remember me. (I'm referring to Dr. Kinkel here). Please help. What do I do? Am I wrong in thinking of finding another neuro? As I said, I do like him, but his people do nothing! Today I am feeling so exhausted, it is hard to function. Depression has been bad and now it is much worse! I'm feeling very much alone here and I thought of you. Perhaps you can "make a suggestion"? I would give the neuro's name but don't feel I probably should. He spoke highly of you, Dr. Kinkel. Thank you for allowing me take up more of your time! 

Answer:
I wish I could say that dealing with other health systems is better but if you are having difficulty navigating the Cleveland Clinic System, which is better and more customer friendly than almost every other large health system, I think we are all in trouble. Most good health systems have an ombudsman who’s sole responsibility is resolving these communication issues and making recommendations for improvements. I would carefully write out the sequence of problems you’ve encountered and call this ombudsman for help. No one is offended by this approach and it may actually help to solve a correctable problem. You can also ask to speak directly to the administrative manager of the Mellen Center for help in resolving the issue. Again, it is best to state only the facts and avoid highly emotional or angry appeals.

Good luck

Revere (Rip) Kinkel MD
Director of the Multiple Sclerosis Program
Professor of Clinical Neurosciences
University of California San Diego

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