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| - In the past, I have dealt with Dr. Ganesh and Dr. MacCollum, both of whom were very good, professional, respectful and courteous. The one star is not for them, but rather for my most recent visits.
My son was seen by Dr. Morris twice for excruciating pain in his feet. She took a set of xrays both times and ordered an MRI the second time. The MRI was a long time coming and I couldn't wait to get the results. Here's where the one star part comes in.
I received a call from Dr. Morris' assistant who advised they had received the results of his MRI and asked if I would like to schedule an appointment to go over them with Dr. Morris. At this point, I had already figured out what was wrong with my son, but wanted to double check the MRI was negative just to ensure what we thought was the cause was actually the cause. I explained this to the assistant who informed me, "Dr. Morris does not give MRI results over the phone because it is a HIPAA violation." The problem with this is that I work in the healthcare field and I know for a fact this is not true. I ended the call and called back after I had a chance to think about this and asked the front office girl to speak to a supervisor. She advised she would pass my information on to the supervisor but asked what it was regarding. I advised her I would like to talk to the supervisor regarding this incident. Because if it is just the doctor's policy, that's one thing; however, it is not now, nor has it ever been a HIPAA violation to give lab results over the phone. She stated, "Yes it is." I laughed and told her, "Now I really need to talk to your supervisor because, clearly, your office is misinformed and I'm not going to pay another copay or have my insurance pay for another visit just to be told, again, that she doesn't see anything. If your supervisor would like to show me exactly where, in the law, it states this, I'll be glad to come in at that time; however, I am sure this is wrong and if your office is telling people this just to get them in the door again, that's not clinically appropriate."
She advised she would pass my information to the supervisor who would call me back.
I received a call from the supervisor who, apparently, has never had training in customer service in her entire life because she was the rudest, most incapable "supervisor" I have ever had the unpleasant experience of speaking to EVER.
I answered the phone and she introduced herself and said she was told I would like to speak to her. I told her I had taken my son there and recently had an MRI for which their office has the results. I further stated I had received a call from the assistant who told me he could not give me the results due to HIPAA law. I told her I am not wanting to take time off work, take my son out of school and go all the way down there again when I have already been there three times, for the doctor to scratch her head and tell me she still doesn't know. I advised I think I figured out what the problem is and that if she would just be so kind as to tell me whether she sees something or it's negative, I can go from there. But, I don't want to go there again if there is nothing to discuss.
The supervisor then told me, "Okay, well, first of all, you've only been here twice. (Whatever. Two times, three times, fifty times, that is not the point.) And it is the doctor's policy to go over the results in person."
To which I said, 'Okay, if that's the case then that is fine and THAT is what your staff should be telling people because that is not a HIPAA violation. It has nothing to do with HIPAA and..." She interrupted and told me in a rather snotty tone that she had through the entire conversation that SHE will handle that part but, "Do you want to schedule an appointment or not?"
Let me just say this: I said, several times, that if there is something we need to discuss on the MRI in person, I'll gladly go down there, but if there is nothing on it, she can tell me that on the phone and I will continue to pursue the course of action I had felt was necessary. As I was stating this, she interrupted again to tell me that "yelling" at her was not going to do any good. To which I replied, "I'm not yelling. I'm simply talking to you about this situation." She then said, "I guess that's just your voice then." WTF is wrong with you, lady? First of all, I am a customer who is trying to figure out what to do about a situation that you are making more difficult than it needs to be. SECOND, the bottom line is not whether or not I want to take time off or whether or not I pay a copay or whether or not your staff are incompetent. The point is my son is in pain every single day. He is ten years old and up until four months ago, he was fine. And you can let your incompetent doctor know it was a medication side effect she should have caught. Also, the results were sent to another doc as well who gave me the results ON THE PHONE.
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