TLBC peeps- question for you

[susansilver 0]

I do think that they are trying. You must make them aware of the problem and that you expect them to return your calls in a reasonable length of time. Call the CEO (Chris Henderson) if you are not getting what you need. It is very important that you feel safe and cared from from your clinic.

[susieq321 31]

I do think that they are trying. You must make them aware of the problem and that you expect them to return your calls in a reasonable length of time. Call the CEO (Chris Henderson) if you are not getting what you need. It is very important that you feel safe and cared from from your clinic.

Susan,

Chris left to start his own business... the new CFO is Don something and he should be able to help too or any of the new management staff

Heather

[marivan 0]

I have had problems with them not replying for days. To be honest, they have such a volume of patients now that they have to consider hiring more people. If it takes two to three days to get back to you, that isn't acceptable.

As Heather says, I would encourage those of you that are having issues to ALL state your complaints about it. I don't call them often, but when I do, I expect a response THAT DAY. This isn't about a car, it is far more important.

I would also encourage Nancy to look at this forum again and see what people are saying. It may also wake them up to how frustrating it is when you have a problem or a question and it takes numerous phone calls to get someone to respond to you. This costs us all a lot of money and one or two more staff members in the fill and nutritionist departments wouldn't go amiss if they are having trouble coping. I don't regret or resent the money at all, but if they are offering the wonderful extras and sending Nancy and Jill out of town for conferences, they have to have back up staff to cope with those of us who may need some support.

Mary

[susansilver 0]

Susan,

Chris left to start his own business... the new CFO is Don something and he should be able to help too or any of the new management staff

Heather

Thans Heather, I did not know that. I apologize gor the incorrect information. I think it woud be helpful to have management contact info on the site. It would be good if the would consider doing some focus groups with patients.

Susan

[Doddie63 6]

I am going to say something that may cause alarm to some and that is "to get better same day service" I would be willing to pay a small fee for the support services. This fee would only be charged like a doctor's office visit but I would expect same day service.

[susansilver 0]

I disagree Doddie. We have already paid a great deal of money for this suregery and service included. At the Holiday open house in December the theme was all about how the were going to improve post op care and services. They say they are the best clinic in the city - then they have to put their money where their mouthes are and hire sufficient staff to serive their clientelle. Any good business does that - or they risk lowing business.

[susieq321 31]

I am ok with a 24 hour response and I am traveling 60-80% of the time no where near the clinic, but I have no idea where everyone got the idea that they bought an instant response with the surgery...

You don't get an instant response with your family Doc, any specialist I know including my Dad's cancer docs.. I know I didn't buy an instant response from my plastic surgeon who I have paid just as much money too as I have paid TLBC. You guys may have a different contract than I have but no where at any time did Kathy, Dr Yau or anyone else at TLBC promise they would instantly respond to my queries... and I think if they say 24 hours they they should honour their commitment but if it takes longer it takes longer... (and they should not promise 24 hours on voice mail etc (ie Nancy) ) regardless of where you are in a true emerg situation you are going to the hospital TLBC response or none so what is the big deal?

There is nothing out there that should have panicked anyone so much that they can't wait 24 hours for a response and that if they can't wait that long they shouldn't be going to a local emergency to deal with the situation anyway.

I am on the road all the time and have been since the week I was banded.. don't carry a fill disk, don't carry a banding card. or needles even. I figured in a true emergency I can get online and show the doc more than the DVD and card can tell them or I am going to be out cold and it won't matter. And I have had complications... lots of em all while traveling and away from the clinic.

If TLBC wants to offer an instant pager service and people want to pay fantastic I think it is a waste of your money though.

Heather

[Doddie63 6]

Oh, I agree with you, but I wondered how others felt about a small fee to help improve support. I have read on the internet that surgeons do the surgery and where else in the medical field do you get life long "free" help in the private sector. I am not sure how much of the intital $16,000 fee was set aside for administration and support. It was good business sense to charge. I was wondering how many others would support a charge. *I don't necessarily agree with it though

[Doddie63 6]

susie sure glad you haven't had any problems. Very happy for you. Before surgery and initially after some people do have very valid concerns and should be able to get an immediate response. If they go to an ER they stand the risk of having the band removed. I disagree with you that our GP's can't get back to us immediately. My GP and his collegues are on call 24/7. My heart specialist also gave immediate response when called. Also, I like a lot others did not have a formal contract it was verbal. The implication was they would be available immediately if any problems occur. Now you are right, I should have been given a written contract, but I was too naive at the time and frankly I would still take the TLBC at their word.

[*Love* 2]

I am going to say something that may cause alarm to some and that is "to get better same day service" I would be willing to pay a small fee for the support services. This fee would only be charged like a doctor's office visit but I would expect same day service.

Are you kidding me?

Pay more...on top of the $18,000 fee?

I don't think so.

Edited May 6, 2008 by *Love*

[marivan 0]

I don't agree that we should pay any further (and I'm not complaining about my fee, I'm very happy with TLBC) and I also agree that "Instant replies" are kind of impossible. If I call on Monday morning though, it would be really nice to get a reply that day or at least the next morning. If they have so many clients, then they do need more staff to be able to cope. (and they are very popular, so it is going to get pretty busy there) And perhaps they are thinking of this.

Generally though, most of us never have to call them, and I wouldn't want to pay a fee for the few people that are a bit more "needy" than others. I don't mean that in a bad way, but lets face it, some people need more reassurance, more support than others. I'm not scared either to go on a trip now that I have my band, I don't even think about it.

I like the service I have received, I'm very happy with them, and if they don't call me back in a time that i feel is acceptable, I just call again. Can we move on?

Mary

[Hippiemama 1]

Your certainly welcome to

[Doddie63 6]

well said marivan. Very good post. As for the topic, feel free to intoduce another if you have one. I would be sad to see this link become obsolete as I like to hear from TLBC patients.

As for me, I always take the side of the of the minority as I am one of them. Prior to surgery and shortly after, it is a bewildering world of anxiety, happiness knowing you have control ,and fear when something sticks. These are the individuals that need same day service. Now I have been through a lot with my band I am an experienced old pro and do not get caught up with worry. For instance I haven't eaten for three days because nothing will go down except liquid. I am sure it is stress and I just have to wait it out. Pretty frightening scene for one that is just starting out and lives in the boonies.

Edited May 7, 2008 by Doddie63
typo

[marivan 0]

Hi Doddie,

I agree, I'd love a new subject though. (I think I posted one on the other forum last week and now there are some more) I think in this forum and the other Canadian Lapbanders forum it's been discussed to death and I think we've exhausted it.

Basically what Heather has said a few times is that we who are concerned need to voice those concerns to the management to have them understand the disquiet. Us bitching for days here is a great outlet and helpful but after a while stops being productive. I totally support your problems with contacting them as you are really far away and they should get back to anyone within a reasonable time. They should read this topic themselves if they want to know the score!

Back to some fun topics!

What good things are happening!?

[*Love* 2]

PISSED OFF!!!

I just got a phone call at home, on my answering machine, from the accounting department. A very tiny, faint voice that was hard to understand said (I think) that because they have my credit card on file, they are "just going to go ahead & charge the balance" to my credit card now. She says it was now due, but according to the agreement I have with Kathy, it is 12 days early.

I am pretty sure that is illegal. I'd have to check on that.

You would think they would also want to make sure there is enough money on the card before charging to it. There is not, but there will be in 12 days.

Edited May 8, 2008 by *Love*