I am the daughter of a survivor. My mother has been either fighting the cancer or the after effects since 2005. She has suffered and fought for every step and I could never be more proud of my mom she is my hero. So I am having a very hard time with something that happened. In an effort to save her teeth she had to go once again for some dental work to the dental specialist. She has had this appt. for several weeks and is a returning patient to this doctor who has an extensive knowledge of her medical history. She was dropped off by my father and I was going to pick her up when she was done was the plan. She walked in the office to sign in and the secreatry started up about something that they had messed up with on there end with insurance. The secretary then preceeded to be very loud and rude to my mother telling her that if she doesnt produce the money on the spot that she would be reported to a collections agency. After all of this she tells her that she can go sit and wait for the nurse who then came out and asked if she still wanted to go through with the appt. in light of the finanical aspect. My mother said no and walked out of the office trying not to cry only to relize her phone was dead, she walked for a very long time in the blistering heat untill a neighbor happened to pass her by and picked her up and brought her home. I have no idea what to do my mother is so sad from that whole experince and I dont blame her , but I want to help her out of it she is such a soft hearted person I want to scream at those people they waited till she was there in front of evryone to that. How mean can people get??????????

None of my replies should be aired in a public forum, so I am just going to wish you the best and hope that some more tolerant soul comes up with good suggestion.

I would march myself into the office and proceed in a CALM, firm manner and ask to speak to the Dr. in person and privately for just 5 minutes. If they ask, tell them you want him to be aware that a long time patient was treated rudely by discussing a personal matter in a public place and causing great distress. To me public discussions border on illegal, just like bill collectors who harrass or discuss a bill with someone other than the bill owner is illegal now. Let them know you will sit and wait until he can speak to you personally, privately. Review the incident explaining the pain this caused and explaining you do not want anyone else to suffer this embarrassment in his office. Hopefully he will get it and give his staff some sensitivity training. He needs to be aware of how his office staff treats his patients.

Dragon, your story brought me to tears, esp. because I know a few people like your gentle Mom who would just bear the hurtful words. I think Karen is right - the Dr. needs to give his employees some decent, humane "bedside manners".

AND... ask for an apology from the offending receptionist after she has received a bollocking from the dentist. This should occur in exactly the same place the original conversation occurred so the receptionist knows how it feels to have the whole waiting room listening in.

When a complaint is made, one should always suggest the action that would go some way to resolving the issue and I would suggest that the dentist now reschedule your mother as a priority with no payment if the insurance stuff up was their fault. If it wasn't their fault then just an urgent reschedule. Don't forget to impress upon the dentist that this delay puts your mothers health at risk (nothing like an implied law suit coming their way to move people)

If the thought of doing this in person freaks you out, do it in writing - hell, I'll write the letter for you if you like!!

Karen

That is infuriating! What an awful woman. People like
that have no business working with the public.

Working in a hospital, and being a patient has made me extremely aware of HIPAA rules. Frankly, discussing your mother's financial and medical information in front of the waiting room is a violation of HIPAA confidentiality rules. She needs to make an appointment with that office manager (hopefully it's a different person) to discuss this violation. She needs to name names and point fingers. Then she should be able to discuss the insurance issues in a nonthreatening atmosphere. She may want to consult with an attorney. This medical office should bend over backwards to right the wrong they have done to your mother. You are in my prayers.

Kelli Jo

First off, Everybody that has posted Thank you so much it means so much I could cry....
Second, we found out that indeed the fault was theirs and insurance covers it percent. Furthermore my mothers case manager has spoken to this office and told them that she will walk through the process with them step by step if they arent sure how to proceed. AND....They werent even looking at the correct insurance. There are so many things that I want to say, but your posts have shown me that there are more productive things to do. Your posts have also helped my mom ALOT please by all means keep them coming. When I told her that I put the situation here and showed her the posts she became so overwhelmed with the show of common decency. Thank you so much!!!!!

sorry * 100%

Oh Dragon - I'm so glad that there's been a turn in rectifying the simply awful things your Mom was subjected to at her doctor's office! I agree with Kelli Jo - when something like this happens, it is a very good idea to make sure and get names of everyone concerned and everyone who should be made aware of the situation and dates, and times as well to keep for future reference. An apology in writing should also be forthcoming. How great that the case manager spoke to the office and that she is willing to give them lessons in how to manage insurance forms. THey could also use lessons in compassion and people skills.