Aa
Aa
A
A
A
Close
Avatar universal

Horrible Receptionist at OBGYN

I have a direct personality usually (but am very polite and reserved in public), but my doctor gets me and is VERY nice to me (we even have little side conversations sometimes about random things).  I usually don't put up with garbage from anyone for too long, but for some reason, I have avoided directly confronting this woman.  It has gotten to the point that SOMETHING/ANYTHING needs to be done now.

Before I get into my story, I have considered swapping doctors but this doctor is just SO amazing (and understanding) that I can't bring myself to do it.  It is a small town, and my doctor will be delivering my third child.  Being a military spouse, having a constant doctor that accepts Tricare is like a godsend...especially a doctor that finally takes the time to find a PERFECT solution to a problem that has plagued me for over 10 years.  She went completely out of her way to provide me with specialized treatment, while other military doctors told me I was insane.

I have a chronic problem that requires alcohol nerve ending killer treatment every 2 months.  I am now currently pregnant (and due any day, phew), thus the original treatment has stopped and I am being treated like a "normal pregnancy".  I have also developed Symphisis Pubis Dysfunction and my hips are actually out of alignment by 3-4 inches.  I am currently taking loretabs and seeing a physical therapist (who is amazing!).  I went from having a normal pregnancy, to overnight (Halloween night to be exact) not being able to walk at all.  It is excruciating pain if I attempt to walk.  Thus far, we can keep my hips in alignment for an hour tops before they "pop" back out of place...but that one hour...is a godsend.  (I am also at high risk of having my entire uterus falling out, and/or having hip replacement surgery AFTER the baby is born due to this condition.  I was informed that if I had been 5-6 inches out of alignment, that I would immediately be scheduled for c-section and surgery if no improvement in a week.)

I have been seeing the same OBGYN for over 3 years now, and have had CONSTANT problems with one of the receptionists there.  I have had zero issues with the OTHER receptionists, but she refuses to let them check me in.  If I asked to be checked in by another receptionist, they are busy according to her.  

Okay, so onto the receptionist.  Keep in mind these instances are almost always done in front of other patients, using "hospital policy" as an excuse (most of which are NOT hospital policy), talking down to me, and in a very LOUD tone.  Sometimes it can be downright embarrassing to be treated like trash in front of my two kids and random strangers.  I would also like to note that the ONLY comments I have EVER made to this woman are my DOB, my name, "everything is up to date", "I will discuss that with my doctor", or "I understand it's hospital policy".  For some reason, I just didn't have it in me to actually tell this woman off or be rude to her.  I figured for a long while that my doctor is so amazing, that if I just get through the receptionist...it will all be okay.

It started out with smallish problems such as: constantly trying to do a poll on my medical history, which is in my file and frankly NONE of her business.  Most of these occurrences happen in front of OTHER patients or her fellow coworkers.  She is NEVER nice about asking either, and she gets REALLY specific while asking.  After I got tired of telling her over and over again, I started using the phrase I would "discuss it with my doctor when I see her"...she stopped asking me after 4 appointments.

In the beginning, she would also do things like scheduling my appointments for two years in advance instead of during that year.  For example: June 24, 2013 appointment would show up in their system for June 24, 2015.  Sometimes, she didn't even schedule the appointments at all and I'd show up to confused looks as to why I was there without an appointment (even though I had a card saying when the appointment was??).  I've also received phone calls from her regarding medical testing that I NEVER had done.  One time she told me that I had an STD (in a very snotty/uppity voice), when 1) I didn't have one, and 2) I was never tested for one.  That information about the STD was paraded in front of 3 other receptionists, 2 patients, and my husband.

From there it went onto a "racial" survey every time I signed in for appointments.  No matter how many appointments I had, for well over a year, she asked me every time what race I was.  I'm white.  I tell her every time.  She almost always launched into a tirade about hospital policy, and every question was generally the same (with very SLIGHT variations).  It was about 15-20 questions, and ALL of my answers were "I'm Caucasian". Every. Single. Time.  Yet, I still put up with it...because hey, she's just doing her job right??

Then it was the random paper filling out.  Same paper every 2 months, same questions.  If I refused to fill it out, she'd claim hospital policy was to "update" records every year.  Yet, every 2 months, I was being required to fill out the same paperwork over and over again.  I wised up, and made a photocopy of the paperwork.  I filled out enough to last a year's worth of appointments, and brought it with me. That stopped her from handing them to me and making a big stink over it.

I guess because I HAD wised up, she decided then to start attacking my insurance card.  That also needs to be updated once a year, I know.  So, from then on, I had to have her photocopy my insurance card at every appointment - all the while she is lecturing me on hospital policy and her attempting to "shame" me in public came out in full force.  No, she wouldn't accept my own photocopies as supposed hospital policy was SHE needed to be the one to make the copy, not me.  She also made a HUGE effort to scream loudly (every time) that I had better of brought my copay.  Mind you, I have Tricare, there is ZERO copay and she knows it.  So why mention the copay if 1) she doesn't even handle the billing and 2) she can SEE I don't have a copay nor EVER had one??  I also don't ever have a physical bill, due to my amazing health coverage.

By the 2.5-3 yr mark, I was aware of her passive aggressive tactics and her attempts at "shaming me" in public (this is what I see it as).  I knew she was not really doing her job, and was just harassing only me, as she wouldn't do this with OTHER people - from what I have seen.  I also realized that after years of trying for a 3rd child, that we were FINALLY pregnant again.  (Yay!)  So, that starts in with even MORE appointments. (Gah!)  My entire 9 months of MANY appointments, has been made even worse by this woman!!!  
3 Responses
Sort by: Helpful Oldest Newest
1340994 tn?1374193977
Oh, and if you aren't making any headway with the office manager, then you can look puzzled and ask if this isn't what HIPPA laws were written for?  To protect patients?  And if she claims HIPPA has not been violated, then you bring out HIPPA legal paperwork printed off that explains patients rights, with stuff highlighted where you think HIPPA laws have been broken.  Fines can be about $100,000, so she really should care.  But only do this if she is not taking you seriously with your calm concerned and totally sane conversation.  They deal with a lot of hysterical, crazy people that are mean, and it can bring out the meanness in them.  Yes, I have worked in doctor's offices, and I have watched as a nut laid down on the floor, flailing, having a tantrum.  One of the surgeons walked out of his office to see what the commotion was, and stood over her.  I held my breath to see if he would blame the staff.  Instead, he told her in an annoyed voice, GET UP!"  We were relieved he realized the patient was the problem.  We were overworked and stressed out and didn't need a crazy patient that day.  
Helpful - 0
1340994 tn?1374193977
You could take your husband, or you could take your lawyer.  This lady is certainly committing HIPPA violations, and you could get her fined.  

You are taking this personally, but it may have taken this person a while to even notice you.  She just hates patients in general, and she actually doesn't remember that you told her a week ago that nothing has changed.  She doesn't remember and she doesn't care.  She's on autopilot.  

Call and ask for the manager on a non-appointment day.  Call from a blocked line.  If they ask who is calling, just say it's personal.  If they ask if you are a patient, say, No, it's personal.  When you get the manager, ask if you can meet with her about a difficult situation you have.  She will need to know who you are, of course, but you should not have to go into what the problem is, but just say you need to talk to her about something you are concerned about.  

When you meet, be very nice and compliment the doctor and the treatment you get there.  Then say that when you every encounter at the front desk feels hostile and the questions from the receptionist you always get are very intrusive and detailed.  Have a list of the objectionable questions, and DO NOT  say that being asked if your records are up to date is a problem question.  That's routine and normal.  Giving you lab results at the front desk in front of other people, now that's highly irregular.  So be clear about what you can complain about and what you can't.  Tell her you have tried your best to be pleasant and efficient at the front check-in, and you don't know what you're doing wrong, but you feel attacked every time.  Now it's up to the office manager to figure out how to make peace.  
Helpful - 0
Avatar universal
Continued:

This year, it seems her tactic is "updating my personal information in her system" every single f*cking time I go in there.  This is technically a REAL hospital policy, They do not have an exact number on how often it needs to be updated for the hospital, just that it "should" be done.  I make sure EVERY time to cover my butt before she starts spouting out my personal information (SSN, DOB, Address, etc) that EVERYTHING is up to date, this is always my first and ONLY comment to her after giving her my name, time of appointment, which doctor, and my dob.  You'd think that would nip her screaming out my information, but it doesn't.  She does her usual "it's hospital policy" tirade and screams my information out loud for anyone to hear, knowing full well I tell/told her it's ALL THE SAME!  (Side note: it's required in this state via Tricare that if any changes are made to my personal records to be updated within a month's time or be removed from Tricare.  So I keep EVERYTHING up to date)  I have tried to nip her screaming out my information by telling her immediately upon check-in that it is completely up to date, but that NEVER stops her.  She just gets angrier and louder.

I just had yet another appointment yesterday, and not only did she do the "updating personal information"/"hospital policy" tirade, but she upped her anty.  This time she sent in a little slip of paper WITH my doctor.  Usually, once I'm past the receptionist, it's smooth sailing from there and I put it all behind me.  Those little doctor's rooms are like a savior after dealing with her.  The receptionist told the doctor that I "had requested check-in procedure information".  I am not kidding you.  Not only did I get lectured, yelled at, personal information spilled to anyone with a pen...but she also passive aggressively gave that paper to the doctor with false information.  I am ashamed to admit that I did have a mini-flip out and informed the doctor of what all was going on, and how I NEVER requested that information (as I have spoken to the hospital/obgyn administration and KNOW their policies).  I was/am furious that she would take such underhanded steps to continue to attack me, even when I'm AWAY from her!

At first my doctor agreed with her, and said I was the only person who had an issue with her (not true, the net says otherwise).   However, after I calmed down a little, the doctor said, "Well, once you say it's all up to date...that should be the end of it."  No crap.  So, the doctor is on my side, I think.  The appointment finished as usual and I set up another one 3 weeks from now, since it's the holidays.  I probably won't make it that long before the birth, so here's hoping.  However, I WILL have to go back on my normal routine of treatment every 2 months AFTER that.

To top it all off:  My prescription that SHE is supposed to call in to the pharmacist, was NEVER called in.  The doctor and I discussed at length my prescription, and she even wrote it down like she always does.  So, three hours later at the pharmacy...it's nowhere to be found, and the receptionist isn't answering the phone.  They still had an hour before closing, and after repeated attempts from myself, husband, AND MIL...still no answer.  I've been in pain ALL night (as I stupidly WALKED into my appointment earlier that day) and I'm FURIOUS!

I am officially unsure of what to do at this point now.  I am SO close to just decking her!  (Though this might be the hormones talking..) My husband has been trying to get me to file an official complaint with someone, but I'm not sure who to do that with AND it's even MORE drama I don't need right now.

I was thinking maybe just checking in quickly, and walking away as she screams my information to herself.  Or having my husband check me in himself.  Either way might work, right?  It beats just telling her she's a rude b*tch.  Either way, she's rude and mean to me...I'm at the end of my rope with her now.
Helpful - 0
Have an Answer?

You are reading content posted in the Pain Management Community

Top Pain Answerers
Avatar universal
st. louis, MO
317787 tn?1473358451
DC
Learn About Top Answerers
Didn't find the answer you were looking for?
Ask a question
Popular Resources
Find out how beta-blocker eye drops show promising results for acute migraine relief.
Could it be something you ate? Lack of sleep? Here are 11 migraine triggers to look out for.
Find out if PRP therapy right for you.
Tips for preventing one of the most common types of knee injury.
Here are 10 ways to stop headaches before they start.
Tips and moves to ease backaches