I head back to the orthopedic surgeon today

I have no idea what to expect. The last thing I heard was that his submission to get my surgery/PT approved was denied because I haven’t done any PT or tried anything “less invasive” prior to going to surgery as an option. Somehow, they missed the fact that they had approved me for 18 sessions of PT, which I went to, as well as icing it, taking anti-inflammatories, and generally just staying off of it. I submitted the paperwork to appeal the decision, but haven’t heard anything back yet. I’m just so frustrated with this whole process that I’m about ready to throw in the towel and say forget everything and I’ll just deal with one more permanent pain in my life. This is just a little vent. I’ll try to remember to get back on here and post a follow up as to what actually happened at the Dr’s office today.

 

UPDATE: We tried a cortisone injection today in my knee to see if that would help. It provided temporary relief (think 3 days) before the pain got much worse and the swelling has increased exponentially.

Some thoughts from your friendly call center customer service rep

Yep, that’s my job. I sit in a warren of cubicles, answering calls all day long, and trying my best to help people. I would say that the vast majority of people I talk to are wonderful, but there are some who just drive me up a wall. I was originally going to make a top 10 list, but then I realized that I had way more than 10, so this is just a list in random order. And yes, every single one of the calls I’m describing below has happened to me within the past week. Ready?

  1. Clients will call and ask that we correct some wrong information on another company’s website. This is usually because we have active partner agreements with them, so the consumer thinks we must be the same company and can therefore happily change their website because they don’t like something on it.
  2. People who dial a wrong number (Southwest Airlines has a phone number one digit off from us, as does Transamerica) so we get wrong numbers. You’d think that they’d figure this one out by the hold music and the introduction when they call in, but no, they don’t. When I tell them they’ve reached a wrong number, they ask if I can help them anyway. Sorry, I can’t change your flight for you.
  3. Clients who eat, drink, burp, etc. in your ear while conversing with you. This just should not have to be explained. Manners, people! Either learn how to use a mute button, or wait until after lunch is over before calling.
  4. Clients who call up to discuss an issue or get clarification on something, and in the middle of the call, suddenly start doing something else; yelling at the kids, discussing something with their husband (or wife), taking another call on a different line. If you want your problem resolved, you should focus on the task at hand. Unless your kids are setting the kitchen on fire. Then you probably shouldn’t be calling us right then.
  5. Clients who don’t have their information when calling regarding their policies. I have always made sure that I had a policy or account number ready when I’ve called for customer assistance, because I don’t want to play 20 questions with some poor, underpaid customer service rep who needs to locate your information in their computer system before they can help you.
  6. Clients who call, and as soon as I answer, they ask if I can hold and switch to another line (usually without waiting for an answer). Again, this is self explanatory. If you have a problem you need solved, focus on one thing at a time and don’t try to multitask. You’re liable to get hung up on if you don’t come back on the line soon enough. I probably have another 10-15 clients who also need help and are waiting on the line for it.
  7. Clients who argue with me regarding our policies. If I’ve just told you that there is no possible way I can do X and it’s clearly written in the terms and conditions of the policy, don’t get angry at me when I tell you repeatedly that it’s just not possible. We send out those descriptions of coverage for a reason. They’re extremely boring legalese, but if you have enough brains to book a vacation, you should be able to read a policy.
  8. Clients who want me to discuss their specific policy and whether something would be covered or not, but refuse to give any information, so I have no idea of which policy to discuss with them. We sell about 300 different policies. Would you like me to discuss all of them with you?
  9. Clients who are calling from their cell phones in a bad reception area, or in an otherwise noisy place, and get upset when I tell them that I cannot hear them, or that they are breaking up and I have to ask them to repeat everything several times. I understand that the signal at my house isn’t always the greatest, but I do try to make sure that I have full bars and that it’s quiet when I’m making calls.
  10. Clients who hand up on you mid-sentence. Do I need to go into further detail on this?
  11. People who call because something has already happened and they want to know if they can purchase insurance now, or if it would have been covered if they had purchased the insurance earlier. The second part doesn’t bother me nearly as much as the first part. Do you think your auto insurance company would be pleased with you for crashing your car and then changing your policy (or buying insurance after the fact)? I’ll still sell you the policy, but I’m going to advise you that the policy won’t provide coverage, so you’re basically just giving us your money for no return value. I wish I were rich enough to do this and not care (okay, not really. I’m much too practical for that.)
  12. Clients who call to find out what their policy number is, because they somehow misplaced it, and when you start to tell them, they tell you to hold on so they can find a pen and paper. Shouldn’t you have had that before you started the call?
  13. Clients calling to find out the status of their claim, and I’m unable to help them because their claim rep is unavailable and I can’t see what the status is on the claim, or it’s a complicated claim that I don’t feel comfortable giving out information that may be incorrect.
  14. Anyone who starts swearing at me because I’m not giving them the answers that they want to hear. This is especially frustrating when it’s a simple solution, but they won’t stop cursing to allow me to explain what they need to do to resolve the problem. And finally…..
  15. Clients who call to advise there has been a severe illness or death in the family and it turns out that their “family member” is their pet dog or cat. I empathize with you. I am very attached to my cat, and I do consider him to be part of my family, but I also understand that pets are not considered family under our definition of a family member.

Now, obviously, most of these are geared towards my current job and may not be relevant to other call centers, but the same principles apply; be prepared to write down anything and everything on the paper you have in front of you with the pen you know works, ask nicely if something can be done instead of yelling at me that I’m going to do it for them because they deserve it, pay attention to what your customer service rep is saying, and if you don’t understand their answer, ask for more information and clarification, it will probably save you further trouble. Realize that the person on the phone is there to help you, and that being rude or accusatory is not the best way to get things resolved. Be nice, we’ll help you if you let us and it’s at all feasible.

I’d like to be a Luddite

…she says, while typing away on her blog, on a laptop, connected to wi-fi, with her Android cellphone and her Kindle Fire sitting next to her.

Seriously though, I think my world was a happier place before I became so “connected” with it. I don’t own a television. For some reason, modern Americans think that’s strange and often give me recommendations on the best kind to buy when I say I don’t own one. I don’t want one. When my last television died, back in 2007, I got rid of it and never replaced it. I’ve never missed it.  I own a Kindle for reasons of convenience; it’s easier to carry a thousand books on it than to have them in paper and binding. That’s not to say that I don’t like books, I have boxes of books that I have carefully transported through at least a dozen homes, all the way across country and back, and they are stored more securely than some people store their diamonds.

Remember back when we were kids? We rode our bicycles around the neighborhood – without helmets – and we played with our friends outside, making up games with balls and sticks, until the lights came on and we went home to dinner. I remember being 10 and walking to school by myself, and no one thought it was strange. Now, as the mother of an eleven year old boy, I am torn between wanting to give him the freedom to walk home by himself and worrying about strangers abducting him. This is why I hate technology. It’s so easy now to hop on the internet and read about child abductions all over the country (or the world) and think that it’s inevitable that it’s going to happen to your own child, so you must protect them. And yes, we must protect our children, but we must also allow them to be children. We want to lock them securely behind doors to keep strangers away, and then complain that we have an obesity problem because kids these days would rather sit inside and play computer games than run around with their friends outside.

My son is not fat by any means. I’m not saying that as an overprotective mother, he’s inherited my metabolism and seems to be able to eat an entire horse without gaining a pound. I was the same way when I was young. The last time I saw him was in July, for his birthday, and one of the things he wanted to do was go hiking, which I was more than happy to do, because I enjoy being outdoors and moving around. We went to a nearby hiking spot and settled on a fairly flat 4 mile loop. Since this is Arizona, in July, I made sure that he was wearing a hat, had coated himself thoroughly in sunscreen, and had a full bottle of water to drink. Less than a mile in, he was done. He was too tired to continue, so we turned around and went back to the car. I was able to get him interested in an art museum after that, but it was a bit of a disappointment that a mile of hiking was too much exercise for him when I remember riding my bicycle for miles at his age.

Of course, this enforced resting of my knee is driving me insane with the desire to exercise, to move around, to do something other than stretches and strengthening moves and wearing this constricting brace that pinches after too long. I want to pull a Henry David Thoreau and walk out into the woods and live a life of purpose. I want to have a little shack for just me and my cat, heating it with wood that I cut with my own axe, and with water pumped from my own well, and living from sunrise to sundown, with candles for light instead of harsh electricity. Maybe there are still places like that in the world. If so, does anyone know where they are, so they can point me in the right direction?

Of course, I’d miss my car, but I wouldn’t miss my car payments, or dealing with car insurance and maintenance (although, to be honest, I actually love working on cars). I wouldn’t miss the sirens from the local fire station or the helicopters flying overhead. I wouldn’t miss watching people wandering around with their concentration so fully on their cell phones that they don’t see the world around them. I realized this about 10 years ago when I noticed that when I’m taking photos, I try to make sure there are no people in them. I take pictures of things; flowers, trees, sunsets and sunrises, mountain ranges, falling down buildings, and so on, but I try to frame my shots to keep the people out. I guess, subliminally, I was separating out the things I think are beautiful by removing the people. Considering that I have worked in customer service for most of my adult life, I don’t really like people very much.

There are individual people that I like, but as a group, I don’t like humans. I don’t like what we’ve become, as we crowd ourselves into cities and try to seem more important than we are. I think that’s part of why I hate San Diego so much. It’s too big, and it’s too crowded, and everyone is so centered on whatever they’re doing, they don’t notice how they inconvenience everyone around them. I’m guilty of it myself, sometimes. I try not to, but sometimes the technology creeps in when I don’t want it to. There has been more than one dinner where my date spent more time fiddling with his phone than talking or interacting with me. I can understand if you have an important job and it’s a necessity, but just texting with friends or checking on your facebook page while on a date is selfish and rude.

My 39th birthday is coming up in a week and a half, and I’m taking some time off from work to unwind (and also to allow some contemplation of whatever my knee surgeon says), and I’m thinking that it will be a good time to unplug for a while and detach myself from the digital world. Maybe I’ll take my cat on a vacation somewhere with a few good books to read. By candlelight.

Frustration, aggravation, & depression

I’ve been writing a lot about my knee lately, and I feel like I’m sounding like a broken record, so I thought I’d switch back for a while to the other ailment that occupies a majority of my life.

I have Major Depressive Disorder. I also have chronic Panic Disorder. Add both of those to an excruciating headache like a migraine that’s been with me since April 2005.

Chronic pain is well known to cause depression. I don’t know where the Panic Disorder came from. Just lucky, I guess. The headache is caused by a bone spur that is slowly pinching off the nerves at my C5. Without surgery, it may eventually paralyze me from the neck down. With surgery, I run the risk of death or paralysis anyway, and bone spurs can grow back. Neither is a really good option for me, for obvious reasons.

While I am depressed, I work closely with my doctor while we try to sort out the best combination of medications that will ease my symptoms while causing the least amount of side effects. The most efficient combo seems to work decently on the depression since I rarely break out in spontaneous bouts of crying for no discernable reason. Unfortunately, it’s brought my insomnia back in a major way. Even with high dosages of sleeping pills & meditation each night, I fall asleep just fine, but then I wake up every couple hours throughout the night. I can’t win for losing.

I keep trying though. I won’t give up. Eventually, if I can just hold on long enough, maybe some brilliant scientist will create something that would help me. People who know me don’t always know about my depression and they wonder why I’m always in such a good mood. I’ve just discovered that it’s easier to just fake happiness than to try explaining depression. I don’t like having to hide who I am from friends, so I don’t, but co-workers & strangers can keep on believing that I’m just a cheerful, happy person.

Three good things
1) I rearranged my desk at work today & love that I have more room & that my desk is distinct from everybody else’s.
2) I bought my mom a pot of daffodils, simply because I know she loves them.
3) My car registration came in the mail today, which means my vanity plates can’t be too far behind.

I’m having a bit of a grumpy day

I generally try to stay positive when I can, but it’s very disheartening when I find out that some people whom I thought were friends were whining to each other that I whine too much about my medical conditions and health problems. I don’t see it as whining; I see it as sharing what I’m going through, and hoping that it either a) makes someone else feel better about what’s going wrong in their own life, b) have advise they can share that might help me, or c) like me enough to sympathize with what I’m going through. It’s frustrating because it makes me want to not share anything, except in direct text messages or phone calls with the people I know who actually do care.

So… stop reading if you don’t care. Really, I mean it. I’m going to talk about my health and medical issues.

I had my MRI done today. It was as quick and painless as I expected it to be. I’m not claustrophobic by any means, so I just laid very still and meditated for the half hour or so while she took images of my knee. After we finished, I asked how long it would be to get the results back, and she said my doctor should have them by Wednesday or Thursday. Then, I’ll know how badly my knee is torn up, and what the next step is to fix it.

I’m still terrified of surgery. I never really thought that I was scared of anything until I had to go through that series of epidural steroid injections in my spine and realized that I’m one of those freaks who can’t go unconscious when under general anaesthesia. I just get the fun of being paralyzed and wide awake and feeling everything that the doctor is doing. That’s when I realized I really, really don’t want to have surgery. Ever.

I’m so frustrated with people right now that I want to either throw something or cry. It didn’t help that when I got home, my darling cat had decided to climb the shelving in my room and systematically knock everything down that he could get to. I guess that means I’m frustrated with cats, too. Or at least one tubby tabby.

There is so much more I want to write about the thoughts swirling around in my head, but I think I need to let them percolate a bit more before I write them down. Or, they’ll end up only getting written in my private journal and not published for the masses to read. I’ll just say that I’m not happy with where I am in my life right now, and I know how I want to fix it, and the steps necessary to fix it, but that I have to do things in a certain order, and the timeline isn’t moving fast enough for me.

I’ll close this out with my “three good things” I’m supposed to think about each day

  1. I brought my sick coworker cold medicine to help him feel better
  2. I had a great conversation with my neighbor
  3. Even when he’s naughty, I have a fantastic cat who loves me and loves to snuggle with me

Happy New-ish Year

I have this odd habit of not really celebrating New Years in traditional ways. Mostly because I always seem to be single on New Year’s Eve and have no one to kiss at midnight anyway. I also don’t make my “Resolutions” until my birthday, which is in the beginning of February. I figure that I want to get a full year out of each  resolution. That has gotten me thinking about what my resolutions are going to be this year.

I try to be realistic and not make goals like “get back to my high school weight,” because let’s face it, I’d look skeletal at 103 pounds now. I wouldn’t mind dropping  a few pounds, but that just means I’d have to buy new jeans, so is it really worth it? I could do the old “get back in shape and start exercising regularly” again, but that’s going to lead me down that same slope of needing to buy new clothes. Maybe we should work on other goals instead. I’ve thought about “get more organized” but realistically, that wouldn’t work long term. I’m a fairly neat person, and I do tidy on a regular basis, but my living quarters will never be in a magazine, so does it really matter if my magazines are dumped in a pile on top of my desk instead of in a fancy magazine rack? I think not.

There are also the resolutions that I think are truly stupid, such as “I plan to be a nicer person.” Seriously, if you need to write that down as a resolution to work at, you’re a terrible person anyway and probably won’t change. (Just kidding, kinda) So, what does that leave me with? I’m not interested in starting up any new relationship, I can’t plan on moving out of San Diego until my knee situation is resolved, I already have a job that I think I’m doing okay at, even if it isn’t the most exciting reason to wake up every morning, I have the best group of friends I could imagine, and I’m sure as hell not giving up coffee. So, I guess my New Year’s resolution is to just keep on being me.

Three good things

My therapist today gave me an assignment to note three good things each day and think about them for 10 to 15 minutes (and write them down, if I feel like it). It was already mid-afternoon by the time I left there, and the rest of my day consisted of dinner, playing with Tiggy, and reading. All three of those things are, of course, great things. I guess I need to learn to re-appreciate all the little things that are going right in my world, instead of thinking about all the things that are going wrong.

Is it always darkest before the storm?

I’ve been having lots of emotional problems lately. September of last year started a downward spiral for me emotionally that I’m still trying to dig my way out of. I went to a psychologist last Thursday for the first time since the failed “marital counseling” that my ex and I went through before he decided he’d rather be shot at by angry Afghanistanians than be around me. It was the “evaluation” interview where she tries to figure out just how fucked up I am, so that we can start figuring out how to get me un-fucked-up. I made a promise to myself that I’d stop hiding and I’d come out and talk about my problems and try to resolve them, so that hopefully I can have some semblance of a normal life some day. I just don’t know how or if that will ever happen.

I did receive my new knee brace in the mail yesterday, so at least that part of my life is going well. It seems like as soon as anything starts improving, that’s a magnet for everything else to start going wrong, though, so I’m expecting a shit storm to head my way. All day today I was angry. There wasn’t anything particularly wrong, but everything was making me angry. I tried my normal deep breathing and trying to stand up and stretch and think about other things, but all I can think about is how shitty the past year has been.

I know my problems seem minor in comparison to what others are dealing with, but they’re wrecking my life. I feel like I don’t have anyone I can depend on. My family doesn’t care about me or want me around. My love is too busy with his own things to be there for me, even if he wanted to be. I have almost no friends locally. I have one that I meet up with once a month or so, but other than that, it’s work, physical therapy, cat volunteering (yes, I volunteer to be a cat!), and then home. I rarely leave my room once I get home, and I know I’m not eating enough, but I just don’t care. It’s not like I’m wasting away. I just don’t have the willpower to hobble downstairs on my two bad knees to eat food that I’m not going to taste anyway.

I know I have my cyber-friends, and that they love me in their own way, but it’s not a substitute for having someone around to spend time with or just hang out and do nothing. I don’t know if it’s my own personal wall that’s keeping everyone out, or if I’m just so screwed up that no one wants to be near me. This is my silent scream.

I’m trying to move forward

I’m still in physical therapy to repair my right knee. Unfortunately, because I’ve been favoring my right knee, my bad left knee has been giving me problems. I’ve also started seeing a psychologist weekly, to try to get over my past and learn how to screw up less in the future. Other fun changes I’ve encountered in the past couple weeks would be finding out that I have high cholesterol, so I have to take statins, and I now need reading glasses. The reading glasses thing is filled with irony, because my last eye exam had my close vision perfect, and my distance vision slightly off. Now, my distance vision is perfect, but my close vision needs help. I just can’t seem to do anything right.

I’m horribly homesick for the Carolinas these days, especially this time of year when the air is crisp and cold and the leaves are changing colors. I want to go home.

My life kind of fell apart there for a while

It does seem to do that on at least a semi-regular basis. It’s like a horrible dance where I take two steps forward and then three steps back. On the 7th of September, I managed to hurt one of my last remaining good joints while doing that most basic of things: walking up a staircase. The good news is, it happened while I was heading into work, so it’s now a worker’s comp issue. The bad news is, it happened while I was heading into work, so it’s now a worker’s comp issue. Worker’s comp is apparently designed to slowly drive people crazy, so they just fall to the floor weeping instead of trying to get better. I reported it to my immediate supervisor immediately, and from there it went to HR. HR sent me to see a doctor to evaluate my injury. The doctor examined my knee, took x-rays, and then tried contorting my leg into all sorts of positions that may or may not be listed in the Kama Sutra, but really should not be attempted while fully clothed and with a doctor you’ve just met. He then told me that it appears that I have “patellofemoral syndrome.” Unfortunately, I am well familiar with that horrible diagnosis, from having discovered it in my left knee some years ago. For those who don’t know what it is, and don’t feel up to researching it, essentially, it’s a structural weakness wherein my kneecap (aka patella) slides out of the groove at the top of the femur (shin bone) and kinda off to the side. Ouch. It wasn’t any fun when I had to deal with it in my left knee, and after babying my left knee for the greater part of the past 26 years, I guess it was only a matter of time before the right knee decided that life was just unfair and it wasn’t going to play nicely anymore.

So, the nice doctor asked me if I was familiar with the diagnosis, and I said that yes, I had been dealing with it for years now in my left knee, and realized the path I was going to be merrily wandering down. So, he set me up with a nice new knee brace and an authorization for physical therapy twice a week for the next three weeks, with a follow up appointment in 2 weeks to see how it was doing. I went for my physical therapy, which I will say is QUITE enjoyable, as my therapist is extremely easy on the eyes and has a great sense of humor, as does all his staff, so there’s a lot of joking around while we’re, uh, therapy-ing. After the two weeks, I went back for my follow up appointment, but instead of the nice doctor, I get a different doctor. He glanced at my chart, and at my knee, and asked me to describe what had happened, so I did. He then told me that since I am not a runner, and “these things don’t just happen as an adult” that it couldn’t possibly be patellofemoral syndrome and that it was likely just a mild sprain, and to ice it at least twice a day and come back in 4 weeks. I told him that my PT had advised me that I needed a patellofemoral brace. The doctor told me there was no such thing. I rebutted him by telling him that in the 40 minutes I had spent in the exam room waiting for him, I was able to locate several medical supply companies that sell them, so they must exist. He provided me with a different kind of brace, with no side hinges, which was basically just a neoprene Ace bandage and sent me on my way. When I tried to book my appointment, it turned out that his next available appointment was not for five weeks, apparently. So, I took the appointment I was offered, even though that would leave a gap of 3 weeks past my final physical therapy appointment and the doctor’s appointment. After talking to my PT the next day, he said that the diagnosis could not be more wrong, and gave me advice on the exact type of brace that I need, including the manufacturer and style number, in order to help repair the damage while I am building up the muscles again. So, I called the doctor’s office and explained, and the nice receptionist told me that I could come in sooner, in just three weeks.

So, I let my PT know this when I saw him the next day, and was also told that my worker’s comp had authorized an additional 6 visits for me. Yay for more PT! I went back to the doctor, and he looks at my knee and says that there doesn’t appear to be any swelling, and asked how my PT was going. I handed him the printout of the brace my therapist wants me to use and he derisively tossed it towards my file and asked me if I was still going to PT and how often. I told him that I was going twice a week, and he asked me why I was still going since I was only approved for 6 appointments. I told him that I had been approved for a further 6 appointments, and he sniffed about how no one advised him. He then told me that he could try to talk to the insurance to see if they would consider ordering “this overpriced brace” but that it wasn’t likely to be approved, since one brace is just as good as another if used properly. He advised me to drop to one PT appointment a week if I felt that I needed to go, because it was a waste of time. He also told me that since I showed no improvement at all, that it’s likely that “whatever [I] have is likely never going to improve” and that I should just learn to live with the pain. He then changed my diagnosis from “right knee sprain” to “unspecified right knee pain.” He then mumbled something about it being very inconvenient that I was only willing to see him on Thursdays, and so the next time he could see me would be in five weeks. I stated that I didn’t feel the need to see him at all if that made him feel better, because I’d rather see an orthopedist. I did, however, dutifully make an appointment for five weeks to go back and see him.

Then, I wrote to my worker’s comp company and advised them that I need a new doctor, preferably one who knows something about bone structure. I also notified my HR, to see if they could be of assistance to me in getting a new doctor. So far, nothing. It has become a running joke at my PT appointments that there is nothing wrong with my knee, and I come just for the joking around and other tomfoolery. I have an appointment with my regular physician for this coming Thursday for my annual physical, which I have skipped for the past two years, because I hate his new office staff. I’m glad I decided to call 5 weeks ago to schedule this physical, because it gives me a chance to discuss the whole situation with a doctor whom I respect and trust, to see what he thinks I should do.

Unfortunately, because of all this added stress in my life, along with everything else I’ve previously written about, my “anti-crazy” drugs have pretty much stopped working for me, and I’m in a constant state of just-on-the-edge-of-a-nervous-breakdown. And, in a classic example of negative feedback loops, the stress that I am going through is causing me to be not as good at my job, which is causing my immediate supervisor to come down on me for every little thing she thinks I’m doing wrong, even if no one else in the department gets in trouble for the same thing, which in turn, increases my stress, which…. well, you get the point.

Are you still reading this? Wow. I’m impressed.

So, essentially, I could have shortened this post to: “I got an owie, and doctors are stupid, but my physical therapist is fun.”

It’s one of those times where I just have to try to laugh at everything, because otherwise, I give in to the anxiety, and I refuse to let it win. If anyone still reading at this point knows of some good advise for me (aside from “get an attorney” because I can’t afford one) please let me know. I’m trying to win this game, but I don’t know the rules, and the referees are all hiding somewhere else.

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