Today, I got a call from the Tier 1 Desk Monkeys, indicating someone had a critical problem. The doctor stated he hadn’t worked for us for 18 months, and now “all of a sudden”, he’s the medical on-call, and he needs all new accounts. He claimed this was critical to patient care, and that someone of his stature shouldn’t be made to wait, and should have had everything ready for him upon his arrival, all because he had the letters “MD” after his name.
We just kicked it to the local site, and told the person flat-out that it’ll have to wait until Monday. This obviously wasn’t good enough, and he wanted us to set him up immediately. I told him not only would it violate policy, but there was no way we knew whether he had completed the mandatory training, what menus/access keys he needed to the EHR database, and so on, only local could, and I very seriously doubt the local on-call tech would either since they almost never deal with the creation of accounts.
I also took the liberty of asking the doctor two very pertinent questions “Why didn’t you come in ahead of time during the week to get your accounts set up if you knew you were on call?” and “What makes you more important than the 53 people ahead of you who also claimed THEIR issues affected patient care?” He made up some lame excuses about how he’s a doctor and shouldn’t have to do such things ahead of time, they should be ready to go when he walks in the door, and he reiterated just how important he was, and how he was going to send a nasty letter to my boss. I told him to go right ahead and add it to all the others who felt they were above following the proper and established policies & procedures. He hung up after that.