The Good,The Bad and Ugly Patient
Today I was the bad patient. I had an experience at a specialist's office that reminded me why health advocacy is so important in this current system. The experience I had occurs more frequently to many consumers and is becoming the norm. The difference for me is, I am a nurse practitioner with 30 years of experience and expectations. I am also a patient advocate and don't believe anyone should have to experience what I did today.
It all started when I had to wait one hour to be called. I watched people come in with later appointments for the same doctor, go in before me. I finally asked the receptionist what was going on. I was told the others had procedures or quick visits. Well, I thought, I am having a procedure too! I was beside myself as my blood pressure started to rise with annoyance. I think what got me going was listening to the staff from the receptionist to the nurses talk about patients; make call to patients about results, upcoming procedures and verifying personal data like date of birth and medicare numbers. I was appalled by the lack of patient confidentiality and the disregard for HIPAA regulations.
Finally, I was called in. I was stressed, anxious about the procedure and fuming at having to wait. The medical assistant was not ready for me and my comment on having to wait an hour. Rather than an apology or any compassion for my dilemma, she got into a huff and said I just didn't understand the system. Not exactly the right words to use with me. I started to speak and to my surprise and shock, she lifted her hand up in front of me as to say stop and asked was I allergic to any medications. I was speechless! I said back, she should care as to why I was upset. Well she told me, I wouldn't let her explain, so why bother. I said to myself take a deep breath. This procedure is not going to work if I am stressing. And at that moment I saw in her eyes: I was the BAD PATIENT. I was now labeled uncooperative and maybe a bit crazy. The procedure was painful and not one word of kindness or support from the doctor or medical assistant.
I left the office feeling stressed, angry and reeling at the horror of our healthcare system. I know when I was in practice,
if I was running late, either my assistant or I would personally go tell the waiting person that I was behind and how long the wait was. I did not believe it was my right as a medical professional to keep anyone waiting. I knew what it felt like.
I also would never allow any of my staff to speak to any client in the manner I was spoken with. I always emphasized the need for people to feel cared about. I also am a fanatic about patient confidentiality even before HIPAA came about. I didn't follow my own advise though, and went alone to my visit for this procedure. I was vulnerable and had no allies in the office. This is why health advocates are essential. No one should feel the way I did today and no one shoud have to accept waiting for an appointment and being treated like cattle.
What am I going to do? Write a letter to the doctor, never return to the office and report the office to the hospital HIPAA
office. I am already the BAD PATIENT and now I am going to make the system accountable for its behavior. I am pained thinking so many people accept this as good and proper healthcare. We are the consumer and deserve to be treated with dignity and respect.
Posted by HealthCare Whisperer at 7/9/2009 2:00 PM 
Categories: specialist, advocate healthcare HIPAA patient nurse practitioner
Categories: specialist, advocate healthcare HIPAA patient nurse practitioner
Let the doctors office know how you feel by sending feedback. You can be anonymous, but say what you need to say:
http://www.diagknowsis.org/ReportCard/
How will they ever improve if no one tells them what's going on?
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I did send a letter. I love the website. I am going to recommend it to my clients! What a great tool. You are right in change can only come if we give feedback
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