My wife is having mysterious issues with her limbs and her back. This has resulted from her being sent to several specialists.
She has had no complaints with any of those specialists.
However, she does have a complaint with the office staff of one.
First, they refused to put her into contact with the doctor. Two different individuals, non-licensed office staff, told her that they were "good enough" and that "talking to them was the same as talking to the doctor."
That would be fine if these two were as informed as the doctor. The doctor is a busy man and may not be able to take time to talk with every patient. Her other doctors do, but maybe this one can't. But the two assistants don't have a clue as to what is going on. The doctor promised that one test would either remove the tingling she was feeling in her arm, or it would do nothing. When it reduced, but did not remove the tingling, my wife wanted an answer. Both of these assistants answers totally contradicted each other and the doctor. One even mentioned that the level of pain involved should be lived with, though pain was never an issue being discussed.
An MRI that the doctor wanted done months ago, but that the office forgot to tell my wife about, and forgot to schedule until early November finally sent them in a new directions.
A new specialist was needed.
So before Thanksgiving the new specialist requested that my wife's records be sent to the new specialist.
He's not far, just a floor or two away in the same building.
A fax would do, and fax numbers were sent.
Despite repeated calls, and repeated promises that the records were on their way, nothing was sent.
The hospital group that they work out of was notified with an official complaint, which got us a polite call and more promises, that went unmet.
So my wife is now sitting at the doctor's office, refilling out the 8 page family history, without the notes and details from the previous doctor.
And the previous doctor, while considerate and able, has been made to increase our stress and damage our health by his use of inept staff.
What does this have to do with Malpractice Insurance?
If I was in the least ways injured by this doctor's mistakes, I would sue. Not because the doctor made a simple human mistake, but because of felt wronged by the attitude and ineptitude of his office.
In our system there is nothing for an angry medical customer to do but either accept the bad service and pay, or sue. Even trading doctors is not a great option, since its easier for the doctor to find new customers than for the patient to find new doctors.
If this were a restaurant, and I had been given such poor service, the restaurant would comp my meal, or at least send me a free tray of hot wings.
The medical profession does not do that.
If a surgeon accidentally removes the wrong lung, not only are you out a lung, you have to pay for its removal. Trust me, they'll bill the insurance company for it, and it will come out of your part.
While many doctors do pro-bono work on the indigent, they don't offer apologies and rip up bills for their poor service.
That is the issue.
Its not mistakes and errors that get people so upset they sue. People understand mistakes and errors.
Poor service, however, in our Service Based Economy, demands retribution.
Posted by Raymond Arnold (Member # 11712) on :
Makes sense.
Posted by Christine (Member # 8594) on :
I've actually come to the conclusion that a doctor is worthless without competent staff behind him. You'll always spend far more time dealing with staff than with any doctor.
Posted by romanylass (Member # 6306) on :
I am sorry your wife is going through this. You're right, it's wrong that we have to pay if the doctors screw up.
Posted by just_me (Member # 3302) on :
Suggestion re: records..
Since the 2 practices are so close, go to the first doctor's office (your wife probably needs to do it or be with you) and go to the reception desk and say "I want a copy of my records. I want them right now. You have consistently refused to send them to my new doctor and he needs them. It's my medical history, I have a right to it and you will pull my file right now, walk to the copier and make a copy or give me a written and signed explanation as to why you are refusing to send my records to my new provider."
Posted by andi330 (Member # 8572) on :
Hey me, while a good idea I'm not sure it would work. Most medical providers won't accept copies of medical records not provided by the previous provider. It's a risk for them to do so, because if it has been in patient hands they could alter it or lose part of the file, which is a liability for them. This is why they instead require you to fill out all the paperwork again.
You might try filing a complaint not just with the hospital group, but with the local medical board if you can find out how to do so. That might get you more attention.
Posted by Darth_Mauve (Member # 4709) on :
Oh, we tried something similar (the Doctor's office is downtown, a good 45 minutes in traffic, with a $3 parking fee). The response--"They can't give us the records without the Doctor's signature, and he's not in right now."
And the result?
My wife went to the back specialist who called for this meeting, who asked for the records, who had her fill out the 7 page history because the others still hadn't arrived, and he said:
"Nope, the MRI doesn't show anything major with your spine. It must be nerve or circulation issues. You need to go back to the other specialists and figure it out."
Five minute meeting to say nothing.
Cost, $20 copay, 2 Hours work missed and unpaid for, and $3 parking fee to say--No Me.
Imagine going to a fancy restaurant, waiting 30 minutes past your reservation time to get seated, paying/tipping the Valet, the waiter and the wine steward, only to have the Manager stop by your table and say, "I'm sorry but we are all out of food. Can I suggest the bistro down the street? Oh, and here's your bill."
Posted by Amanecer (Member # 4068) on :
I recently read a book (either a Malcolm Gladwell book or Stumbling on Happiness) where they talked about a study regarding malpractice suits. They recorded snippits of various doctors talking with patients and then digitally altered them so that the words were unintelligible and only the tone could be discerned. They found a direct correlation between uncaring and condescending tones and being sued for malpractice. The correlation was stronger than any factor- location, credentials of doctor, etc.
I'm sorry you and your wife are growing through this.
Posted by Ace of Spades (Member # 2256) on :
That was definitely Malcolm Gladwell. I'm pretty sure it was Blink.
Posted by Alcon (Member # 6645) on :
Random interjection - I really enjoy Malcolm Gladwell's books. I'm reading Outliers now and it's a great read. I recommend it to every one at Hatrack.
Carry on.
Posted by AchillesHeel (Member # 11736) on :
A great book to follow up Blink is Whispers: The Voices of Paranoia by Dr. Ronald Siegel, there is an honest tone through out his cases and even sometimes rather comedic by his own admission. It was an interesting transition from the workings of the unconcious mind to what can happen if you let the sub-concious do all the thinking for you.
Posted by Traceria (Member # 11820) on :
quote:Originally posted by Darth_Mauve: Imagine going to a fancy restaurant, waiting 30 minutes past your reservation time to get seated, paying/tipping the Valet, the waiter and the wine steward, only to have the Manager stop by your table and say, "I'm sorry but we are all out of food. Can I suggest the bistro down the street? Oh, and here's your bill."
Fuel for your flame: We went to a 5-star place (first and probably last time for me due to money alone), and because they seated us 15 minutes after our reservation, we got a bottle of champagne and many apologies.