Unprofessional Doctor's Office HUGE Problem

[marley2003]

Hi everyone, this is my first time posting here, but you seem like a very helpful, nice community. I have been going to the same PM doctor for almost three years. For about the past six months the staff, particularly the receptionist has become increasingly unprofessional. I put up with it initially because I absolutely LOVE my doctor and I have a very complicated case & am on injection type meds. Everyone knows how hard it is to find a good doctor so I really didn't want to switch. Also, it is very difficult-nearly impossible to find a doctor to prescribe that type of medication. Unfortunately, it's the only thing that helps and I have been on it for over six years. Anyway, at first, the receptionist kept giving me a hard time telling me that I was taking too long with the doctor and threatening that if I didn't hurry up that she was going to double the cost of my visit. My doctor is very thorough and takes his time and asks lots of questions-how am I supposed to hurry him up? Also, my visit is already $200 every 28 days-sometimes I wait for hours and hours. I did what I could to speed up the visits; as there is no way that I can afford $400 but she kept at me. She went so far as to spread my medical diagnosis to like 20 people in the waiting room saying that they have cancer patients that don't take as long and saying out loud where everyone can hear what my problem is. After this happened twice, I pulled her aside and politely asked her to please not violate my privacy. She claimed to be having a bad day. It got worse and worse. For one thing, for the past year or so, they have not been taking any vital signs before I go in (or anyone). I thought this was wierd and asked my doctor to see my chart- lo and behold there were numbers filled in every month just a point or two or a pound or two different. I was shocked that the receptionist was falsifying my medical records! About three months ago they started taking them again. I had gained weight over the past year, but my records show that I gained 25 lbs in four weeks! Two months ago I came in for my regular appointment and found out that my doctor was out of town. I had been PROMISED that I would NEVER have to see a different doctor. I requested that my appointment be rescheduled but the receptionist refused. I was told that this doctor would follow what I had been getting. Well, when I saw him he cut my meds by %70! He also said that I had to get a new MRI & go see a neurologist. I went to a neurologist for three years almost weekly there is nothing else they could possibly do. I went along with it figuring my doctor would straighten out the situation the next month. The alternate doctor also made all sorts of inappropriate comments to me including about my religion. It was so horrible and humiliating. He also said that my doctor was senile and didn't know what he was doing. The next month when I came in I told my doctor what happened and he basically straightened everything out. On the way out he handed my chart to the receptionist and gave her the information about my next appointment. As I was leaving, he gave me a hug and kiss and then asked me "what did the other doctor say about me?" I leaned over about an inch from his ear and whispered some of what was said. He gave me a hug and said he would see me soon. When I went to pay and get my scripts, the receptionist started screaming at me that she was so mad at me and that she heard what I said about doctor so and so. There was no way she heard me. First of all, there was a wall between us. Secondly, I whispered. The most she could have heard was his question. What's the difference if she heard me? What goes on between my doctor and me is confidential. She has absolutely no medical qualifications-why should she make decisions about my medical care? She screamed so everyone could hear that I had better give her my money quickly or she would throw me out. It was a horrible scene. I left not knowing what to think. I didn't receive a letter or anything so when my appointment came around I went in and was told that I had to leave. I requested my medical records and was refused. She said that the only way I could get them was to go to another doctor and sign a release. I told her I wanted them for myself and was told that I couldn't have them. I really don't know what to do. I feel like my HIPPA rights have been violated and that my health has been put into jeopardy by an unprofessional staff. I have no way to talk to my doctor without going through her. I'm considering contacting a lawyer. The truth is I don't want to find another doctor it's going to be a huge hassle. I don't think they should get away with treating me that way. I am so frustrated and upset. Sorry for going on so long but I wanted to give the details to get an honest opinion. Thank you so much.

[marley2003]

Thanks happyhbmom-
Just to be clear, I wasn't putting up with the office situation in order to get that specific medication. I was originally prescribed that med by my neurologist for almost three years before I started seeing this doctor. Unfortunately, where I live, most pain doctors just 'rubber stamp' the same meds to everyone and don't care about individual patients' needs and differences. They also cater to a specific type of patient. I had some really horrible experiences with other doctors before I found this one. Honestly, everything was fine until this particular woman started working there. I could live without the particular medication I've been taking. As a matter of fact, I'm without it now. My quality of life just tanks. Unfortunately, nausea and vomiting are a constant part of my life, so oral meds aren't always a good option. I'm allergic to compazine and similar medications so the only option is Zofran which without insurance is about $40/tablet. I have used suppositories, but they don't come in the right dosage. Could you imagine using 3-4 suppositories at once? Gross(and nearly impossible to hold in btw). Really, I just feel like I have been mistreated by this office in a way that seems illegal and dangerous. Obviously, I will have to find a new doctor and if I have to change medications, I will. I have a history of kidney failure and any drastic change in my medication regimen can cause a serious, potentially deadly, reaction from my kidneys. That's another reason why I am so angry with this situation. My health has been jeopardized by the whim of someone whose sole job is supposed to be answering phones and making appointments!

[happyhbmom]

What if you were to go to the office, ask for your records, and just start quoting regulations very loudly until one of the doctors walked out and you could talk to them?

She has already violated your rights.  You should have told your doctor what was going on a long time ago!

But I do want to say this.  Your relationship with your doctor sounds slightly unprofessional.  I'm glad you're close, but when he is giving you medications that you say are "hard to find elsewhere" it does make it look bad.  If it is very difficult to find a doctor to give you a particular medication, there is often a good reason.    I understand that this isn't what you want to hear, but when we put up with really odd, not-quite-right situations so we can get a particular medication, sometimes we need to ask ourselves why?

[Hyyeary99]

That’s none of your business.

[backhurtz]

Hyyeary,
This is an 11 year old thread.

[marley2003]

Thanks, Sarajmt :) I can't talk to my doctor because there's no way to get past the receptionist! I'm seriously freaking out. I found a gmail.com address for my doctor on the department of health website but I'm afraid to contact him that way... BTW, my doctor doesn't own the PM office, but he is the medical director... Also, if they keep refusing me my records what can I do? I'm not working right now and getting new tests and going to first consultations trying to find a decent doctor is a nightmare. That's why I put up with all of the BS at this office for so long... Thanks

[Sarajmt]

Yikes!!  I"d let my doctor know all about this receptionist!

YES!  You can get your records.  Check your state regulations on it. They can charge a reasonable copy fee but cannot refuse to release them to you.