Service of Little If Any Assistance: Physician Admin Staffs Fall Down on the Job
April 16th, 2015
Categories: Medical Administration, Medical Care, Sloppy
A friend, asked: “Have you done any posts about the outrageously discourteous way patients are sometimes treated by admin staff at doctors’ offices?”
I probably have, but neither recently nor covering any of these instances so I kept on reading as I trust you also will. I wish that her experiences were the exception. I fear that too many of us have similar ones to share.
“I often wonder if these people are lazy, stupid, incompetent, or all three. Earlier today I brought Mom to a long-ago-scheduled appointment with an ophthalmologist. I called 30 minutes before the appointment to ask if the doctor was running on time with his appointments. I was told that he was. Mom and I arrived 10 minutes early, told the receptionist that we were there, then signed in on the clipboard. We spent the next 30 minutes watching patients who arrived after us get called in to see the doctor before us. When I checked the list we’d signed I found that four patients had signed in after Mom. When Mom asked the admin for an explanation, she was told there had been an emergency with a patient. That explanation may fly in a cardiologist’s office but I’m not buying it from an ophthalmologist.
“Although I wanted to walk out, we stayed so Mom could have her procedure. After it was complete and there was no longer a chance of alienating the doctor, I told him in so many words that his staff stinks. It’s unlikely we’ll go back. This won’t be the first time Mom or I have left a doctor’s practice, not because of an inadequacy on the physician’s part but because of incompetent staff.
“In another annoying medical-related incident, we learned that the results of Mom’s blood test, which had been performed March 25, still had not arrived at her cardiologist’s office as of March 30. We called the lab and learned that lab personnel had faxed the results to the wrong number. The transmission failed, of course, but apparently it didn’t occur to anyone at the lab to check the number on the test prescription or to call the doctor’s office and confirm it. Instead they did nothing whatsoever.
“Last week I received a bill for $240 for a simple procedure I’d had done in a dermatologist’s office. It was my first appointment with this doctor. I have a very pricey insurance policy that, in the past, always has covered this type of procedure 100 percent, so you can imagine my surprise at receiving this bill. Upon closer inspection I found a line that said: “No insurance information is on file at this doctor’s office.” Really? Was it my imagination that I spent 15 minutes filling out paperwork before the doctor saw me? Was I hallucinating when I handed the admin my insurance card and saw her copy it on the photocopier?
“I try to give people the benefit of the doubt when it comes to a lot of things but this lack of courtesy and common sense by admins in medical facilities makes me absolutely crazy. I’m sure I’m not alone.”
My friend asks for strategies on how you navigate through the oceans of incompetency in this industry. I’d like to know if you’ve experienced similar inexplicable glitches, if there seem to be more nowadays or, on the other hand, if the doctors you see are backed by teams of efficient, smart administrators?