How Do I Deal with Specialist's Office?

Updated on December 19, 2009
T.M. asks from Tampa, FL
4 answers

My daughter (almost 2) has a VU refux condition which requires us to take her to a pediatric urologist periodically. I have looked on my insurancea and there is only provider in Hillsborough County that accepts my insurance. There are several doctors there but they are all part of the same practice. So, going to a different office is really not an option given my insurance. I have been to this office twice. The last time, I literally made the first appointment of the day so there would be less chance of the doctor getting behind. He was over 20 minutes late after we were in an examination room. Anyone knows that it is hard to keep a toddler occupied for too long. The cabinets/drawers were not even childproofed and this is a pediatric specialist! So I spent the whole time waiting trying to keep my daughter out of all the stuff in the exam room. Bringing her own toys doesn't work because she wants to play with everything in the exam room instead. When the doctor arrived, there was no apologies or anything. I asked if he had had to make rounds at the hospital and was that why he was late... I got a snotty answer about how this wasn't like getting your oil changed at Jiffy Lube. Rememember that I made the first appointment of the day to avoid this. They then screwed up the prescription we needed and only wrote it for one month...eventhough this is a continuous medicine. We go in every 6 months, therefore need a prescription that lasts between visits. I had to call and have them correct that. Now my daughter needs a VCUG at All Childrens again. They would not give me the prescription at the last visit and said that they would mail it in December. I haven't gotten it and had to call and request it. Remember that All Childrens will not even schedule a procedure without the prescription in hand. The days that I can actually take her are limited due to my work schedule so I need to schedule well in advance. The office staff acted like I was being a pain by requesting the prescription. I also requested that they call me with results after the procedure...they acted like I was totally unreasonable...almost like I had asked them to make a house call! Depending on scheduling availability between All Childrens and this doctor's office, it could be several weeks between the two visits. Me not knowing results during that timeframe is NOT acceptable. I feel like a phone call is not that unreasonable a request. They sure don't mind me waiting when I am sitting in the office with my daughter! How do I effectively deal with this doctor's office since I am really not able to switch? Thanks in advance.

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So What Happened?

Actually, this was Dr. Polsky that did this. I just don't like the responses that I have gotten from this office. I feel that I have every right to my daughter's medical information in an expeditious fashion...not when they damn well get around to it.

More Answers

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K.M.

answers from Tampa on

1) file a complaint with BBB
2) research and find another office , one with manners- if a doctor cannot behave himself when talking to you how do you think he'll behave with your child inanother setting like an operation=how could you trust him?
and stop saying you cannot- ofcourse you can- not as convenient perhaps another county, but with manners
3) write the board, now you will have their attention, jiffy lube, for heaven sake
4) reveal the name here so others can avoid him
start! k

doctor's promise"first do no harm" and then behave in this manner, unacceptable

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L.C.

answers from Tampa on

T.,

This is a tough one. You would be better off taking her to a veterinarian.

I would see if you could talk to an office manager & see where that gets you. Personally I don't think you are being unreasonable.

As far as the Rx- if it was a new drug they may have authorized only 1 month to see if it worked for her. If it wasn't then I don't have ane explaination for you.

For the Rx for the next procedure. I would call every day until you get it. See if they can fax it to you.

If you don't get any where follow the suggestions in the previous post.

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D.B.

answers from Tampa on

Sorry you're having such a tough time with the doctor's office. Have you checked other nearby counties? We live in Pasco, but typically go to Hillsborough, but maybe there is someone in Pinellas? Just a thought. As far as the prescription for the med goes, your pharmacy can always call the office and get a renewal for you, so you don't even have to deal with the office yourself. Most retail pharmacies have an efficient system to do this.

I have learned that when you want test results, you often get lost in the shuffle. I always call myself; several years ago, I had an abnormal pap result, My office didn't call me, and by the time I called them, I had to get another pap because they wanted to check for HPV. If I had called sooner, I could have avoided a second PAP, plus I would have been following up much sooner. Fortunately, it turned out to be a non-issue in my case, but lesson learned. Since you may have to deal with this office if there are no other options, you will probably just have to concede that you will have to call them. If you lower your expectations of them, it won't bother you as much.

As for dealing with rude office staff, I've been there as well, Maybe there is one person in the office who is "better" than the others? If so, try to deal with them when you can. If they get to know you more personally, then you're more likely to have a positive experience.

It does sound as if the doctor was rude, and I don't excuse him. But having been on the other side of things like that, I also wonder how your question came across to him. There are so many things that go on in health care that the typical patient isn't aware of. I work in a hospital now, but I used to work in a retail pharmacy. When we told people it would take 20 or 30 minutes for a prescription, you wouldn't believe the attitudes we would get. People would expect that since "all" we did was pour pills from one bottle to another and slap a label on it, we should be done in 5 minutes. In reality, there were usually several prescriptions being worked on, plus we need to be sure everything is correct.. doses, etc. Not something you want to rush. I never said it, but I often wanted to: " we are not Mc Donalds. "

There are many things that can be going on behind the scenes, so just try to keep that in mind. It could be a phone call from the hospital regarding an inpatient having a problem, or from an insurance company, etc. I try to look it at as if they are running behind, then it's probably because they are taking extra time with their patients when they need to. I would rather have that than the alternative. I know it's tough with a toddler, I have a 2 year old. Just keep doing what you're doing and hang in there!

Hope this helps somewhat.

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J.O.

answers from Tampa on

My daughter has bladder reflux also. I go to dr. polsky in st. pete. He's w/all children's. I live in Dunedin, so it is a haul for me as would be you. They are pretty good there and he is real nice. What is your insurance? Give them a call ###-###-####. If not, you are going to have to ask to speak to someone regarding the treatment you are getting at your current dr.'s office..What else can you do..Unfortunately w/some, you have to demand respect...Assholes don't just give it if they don't have to...Happy Holidays!!

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