rudeness from doc's office staff (rant)

[Tcamillemars]

My pulmonologist ordered a second titration study because the first one was based on 14 minutes of non rem sleep. However, shortly after that I had a deluge of enormous unavoidable expenses and I no longer have the $1500 deductible or the 20%l I had to cancel the study and the worker in the doctor's office was livid. "I had to get that authorized and you cancelled it?" I explained I couldn't afford it now and would have to wait until I'd saved the money . (I only work part time and am semi retired- also not my choice) She was so mad, she actually hung up on me. I know this is important,- I will continue using my machine with a pressure of 10 and the mask I found on my own because my DME is incompetent. But to hang up on a patient because she is in financial trouble at the moment? Good grief, probably 90% of Americans would have been in my same financial situation if they'd gone through what I did. My daughter is an exchange student from Europe and she can't believe that even though this "great health care" is available, all Americans aren't able to have access to it.

[jnk]

Absolutely unacceptable for her to hang up on you. But it may be that most of her frustration, though wrongly directed at you, was about how insurance issues get in the way of doctors providing the level of care they might like to. I doubt you were the first, and I doubt you'll be the last, to tell her the exact same thing. Soon it may be that all sleep labs and doc offices will be empty much of the time because of a lack of people with jobs and insurance who can afford to get their health-care needs met.

[Bluebonnet_Gal]

IMHO, that behavior is inexcusable. Yes, the titration study is important - you know that. But they are very expensive. She should have been more considerate.

Is your current machine straight C-PAP? Is it paid for or are you paying monthly? Is there any possibility you can get on a Auto titrating PAP (even if only a rental for a month). You and your doc can use the info from that machine to help you find the pressure that works best for you. Just a less expensive option that might help. In the long run, I think it is best that you have another sleep study with hopefully better results.

[MrSandman]

You don't need an auto to titrate, you can use the machine you have and just note your values daily and experiment. I don't think the auto units are all that good at titrating since they tend to chase everything and end up going much higher than you really need. Also depends on the auto used.

[mindy]

I agree it was inexcusable rudeness. That said, these are incredibly stressful times and many of us occasionally react in ways that are not acceptable. I would have been very upset at her handling of the situation but think it's time to move on.

Mindy

[Outlawswife47]

I've worked in hospitals and doctor's offices. I have had 2 husbands that ended up with severe terminal illnesses with LOADS of hospitalizations. I came to the conclusion a LONG time ago that I pay their wages......they NEED me or other patients to make money. What she did is inexcuseable.....and should be reported to the office manager or the doctor immediately. They don't need to lose patients. They could consider putting you on a payment plan ...although I HATE payment plans and like to pay up front, too. I urge you to call the doctor directly or at least, the boss of that person. And if there is another doctor's office in your area that can do those tests, go to them the next time!

[Billy6]

Ahhh, cut her some slack. The new year has started and everyone's deductibles have started over, so she probably has 50% no-shows

[ichitumi]

My brother has similar treatment from his sleep doctor. He made an appointment (a follow up) to his initial visit and after his sleep study so he can pick up his cpap equipment. The same doctor apparently told him that she has taken the liberty to order him a full set up (machine, mask, etc.) during his previous visit. He showed up at the appointed time and was told that due to some problem with the insurance company, they had to clear something up before he can get his machine and that he was to do a bunch of stuff on his own before that can happen.

So basically, all this information could be just given to him by email or phone, but they decided to call him in to the office anyway. The doctor pretty much just ripped his co-pay $ out of his hands and told him that he'll have to pay even though nothing was done or achieved.

Needless to say, he was livid. He called his own primary doctor, the sleep lab and everybody associated about the incident. The president of the medical group called and gave his apologies and promised to give the refund. My brother is demanding a personal apology from the doctor who ripped the money off his hands as well as a refund of all money ... not only to himself, but also back to the insurance company.

He may have taken it a bit to the extremes ... but his sleep study reveals an AHI of 98 or so ... back in June or July last year.

It took me 4 months to get started on my own cpap ... but that was mostly due to me taken too long with my research on what I wanted to get.

How long did it take you guys from your sleep study to starting with your own equipment?

[Outlawswife47]

It took me 2 weeks......LOL I was in such shock about having SA that I just nodded yes to everything they said. My ins. company was wonderful about paying, too. To say I was in shock was an understatement. I could've SWORN I had NO problem! You see...I'd just gotten married the summer before and I kept saying it was my DHs restless leg syndrome making me tired!!! That was almost 4 years ago and they STILL haven't diagnosed him with RL even though I've talked to the doctors!!!!!!!

[boston]

I've worked in hospitals and doctor's offices. I have had 2 husbands that ended up with severe terminal illnesses with LOADS of hospitalizations. I came to the conclusion a LONG time ago that I pay their wages......they NEED me or other patients to make money. What she did is inexcuseable.....and should be reported to the office manager or the doctor immediately. They don't need to lose patients. They could consider putting you on a payment plan ...although I HATE payment plans and like to pay up front, too. I urge you to call the doctor directly or at least, the boss of that person. And if there is another doctor's office in your area that can do those tests, go to them the next time!

I agree, at the very least she needs to know she cant treat people like that.

[GumbyCT]

Certainly that is unprofessional behavior regardless who she had to talk to to get it approved, she gets paid to make those arrangements. I'm wondering if she doesn't have a sleep disorder?

I would type up the details in a clear and easy to understand statement, so you have all the details you wish to convey. Then either call the Office Manager or the doc whose is in charge of the practice. Fact is whoever runs the show may not be aware of incidents such as this.

If you choose to see this doc again, I would put this typed up statement right in his hands during that appt. with only a brief explanation of what happened.

Good Luck with whatever you choose,
GumbyCT

[Bluebonnet_Gal]

How long did it take you guys from your sleep study to starting with your own equipment?

My sleep study was 01-20-08. I picked up my Auto PAP On 12-10-08, so I was on PAP therapy at home just under 3 weeks after my sleep study (but it seemed much longer). I was anxious to start getting the good sleep I experienced in the titration portion of my sleep study. Unfortunately, I'm one of those that felt SUPER GREAT the morning after my sleep study, but I haven't experienced that SUPER GREAT feeling since. I am improving though. I'm as exhausted and I have more energy. I realize it will take a while to pay my "sleep debt".

[ichitumi]

"Unfortunately, I'm one of those that felt SUPER GREAT the morning after my sleep study, but I haven't experienced that SUPER GREAT feeling since."

I know! I don't know what they did that was different from what I'm able to do at home. I'm still try to get to that super great feeling myself too.

[GumbyCT]

"Unfortunately, I'm one of those that felt SUPER GREAT the morning after my sleep study, but I haven't experienced that SUPER GREAT feeling since."

I know! I don't know what they did that was different from what I'm able to do at home. I'm still try to get to that super great feeling myself too.

When you get a copy of your sleep study also ask for the tech's notes. My guess is you don't have either and your pressure is likely off too.

[boston]

"Unfortunately, I'm one of those that felt SUPER GREAT the morning after my sleep study, but I haven't experienced that SUPER GREAT feeling since."

I know! I don't know what they did that was different from what I'm able to do at home. I'm still try to get to that super great feeling myself too.

ditto, i am almost there, any day now.