This week I scheduled two tests for Ella hoping to continue to get some more answers, and confirm or rule out some things that have been going on. Each thing we check off the list, is one less thing we have to worry about (hopefully).

Ella and I hit the road today for our half hour trip to get her hearing checked, the right way this time. She isn’t always great in the car, but she was tired so I was hoping she would fall asleep. We had a good ride over. She wasn’t sleeping but she was definitely zoned out. I was singing and dancing for her the whole way. She seemed pretty unfazed. Maybe one day Jack will appreciate my car ride shenanigans? He’s my only hope.

We arrived early at the Center for Communication, in Beacon, for our appointment. They instructed me to call when we got there, so I did just that. A nice lady on the phone told me she would be out to collect my paperwork and take my temp. She did come out, and when she was done, said she would call when we could come in.

Here is where things take a turn. I am sitting in the car talking to Ella, and my phone rings. It’s the same office, only the Poughkeepsie location . I figured they were all connected so someone was calling from there to tell me we could go in. WRONG. This nasty woman was on the phone. After I said hello, in the rudest voice I have ever heard, she tells me that it’s 2:34 pm and I am now late for my appointment. Did I forget I had one? Then she told me they wouldn’t take me if I was late. Ummmmm, what?

I kindly told her I was in Beacon, at my appointment, waiting outside in the parking lot. She immediately apologized and said she thought I was supposed to be at Poughkeepsie, but after looking at the paperwork realized she was wrong. She called herself stupid (I kid you not) and apologized again. I told her it’s important for her to do her job the right way and wished her a good day. Was she serious? Who does she think she is talking to a patient like that?

I then got a call from the Beacon office letting me know it was okay to go in. I reminded them Ella wasn’t going to be able to keep a mask on and for the third time, explained why. I was told to sit tight and they would call me back. In the meantime I had called Steve who repeatedly kept telling me to drive away.

My next encounter was at my car with Kim, the audiologist. Thank goodness for her. She was the only one I spoke to who clearly knows how to do her job. She came out to tell me that the appointment had been scheduled incorrectly. It was recommended two audiologists be present for the test and the Beacon site only ever has one. At first she tried to put that mistake on me, saying I should have informed the scheduler. I shot that down fast. They had the doctors notes with his recommendations on them before they called to schedule. Why am I to assume they didn’t read those?

Kim then apologized, what felt like twenty times, and said they can’t do the test there. It has to be done in Poughkeepsie. She asked me what my expectations were and what I felt went wrong the first time. She assured me they specialize in pediatrics and have highly trained audiologists. She was certain it would be done correctly with them.

I expressed my concerns regarding the staff. From the scheduler, to the woman who confirmed yesterday, to the nasty woman I spoke with today. Also, how I was not happy I had to address the mask issue over and over. She completely understood and said none of that should have happened. She promised me a coordinator would personally call to schedule Ella’s appointment, and she would update her on everything.

By 4 pm I had a voicemail from the coordinator with her personal extension to call her back. I left a message tonight and hopefully can get that squared away tomorrow. She wants to try and get Ella in next week. We have some other stuff going on, so might have to push that time table back.

I will let them make this right because at the end of the day, I need quality audiologists, not quality staff, and Kim really did impress me. It just amazes me how so many people can’t do their jobs. I am reminded of this daily.

Things are hardly straightforward when it comes to Ella, but we never stop pushing forward. Deep breathing has become my new thing. That, and the mask had done a great job of hiding my facial expressions. As always, stay tuned.

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