It’s a sad reality when I have to document every phone call and issue because Sutter Health and its providers are fine with denying care to (cancer) patients. If necessary, this will be a play by play for a lawyer. I’m also throwing it out there, any lawyer who reads this has my permission to contact me.
Current oncologist knew they would not be under contract as of 9/1/18 – failed to notify patient in order to process a referral
Now have to see PCP and establish care just to get my referral
Try to establish care and the office sends a message and doesn’t make an appointment.
Call to follow-up and rude medical assistant claimed she made the call (she didn’t) and then said I swore at her (I didn’t) and disconnected my call.
Manage to make an appointment with another doctor in the office.
Received call to say appointment was cancelled because “the doctor reviewed your file and won’t see you)
Received a call this morning to reschedule with the doctor listed on my medical card. *Note: Insurance will let you see any doctor within the practice; this is a point of harassment by the PCP’s office
Site Supervisor calls me to tell me I cannot use an “unprofessional tone” with staff. The tone he is referring to is a frustrated one of being harassed by his staff.
Surprisingly….he backed his staff
Accused me of being unprofessional with him; oh wait – I was frustrated at this nonsense
Threatened my appointment would be cut short if I was not 100% professional with his staff
I ended the call telling him my responses would be “yes” and “no”, said, “Good day, Sir” and hung up.
I have no rights. Sutter Health and its providers should be embarrassed, ashamed and liable for what they are putting me (and no doubt other patients) through. This is not acceptable and we have no recourse. They can write anything they want in the chart. Any complaints to the state, that’s supposed to govern them, only reads the chart and does not contact the patient for details and/or clarification.
I simply ask that people share this. Silence is their success in being allowed to continue to mistreat, deny care and abuse patients. Patients are allowed to say “no” and do what is in their best interest; not what’s easiest for the physician’s office.
It’s hard to believe, but I am NOT a Disney fan. I have been to Disney World twice, when I was a teenager.
That being said, I don’t like crowds; only gets worse as I get older. I don’t like paying for overpriced trinkets when they are an eighth of the price elsewhere.
I could have made this video. John Crist did stellar job in summing it all up. I almost fell off my chair laughing at the homeschool kid bit. This is truly accurate! If you are a parent and never felt like any of these scenarios, I consider you a saint.
I have been patiently waiting for my medical insurance to decide whether they would allow a referral to a provider outside the network I am currently enrolled in. They had 30 days in which to do so. That’s the equivalent of molasses going uphill, on a glacier, during a blizzard. I mean really, oncology referrals should take as long as possible because we’re only speaking of a human life. Shoot…that sarcasm reared its truthful head again.
Even though I have completed chemo, I had no follow-up with my oncologist because she refuses to answer my questions without an appointment. There wouldn’t be messaging capabilities if we had to make an appointment every time we needed to ask a simple question. No wonder it takes weeks to make appointments these days. Sorry, I digress.
It’s been very peaceful with the new job and not having any contact with anyone in the medical industry. Yet, today, that peace was shattered. I answered an 800 number. The good thing is I didn’t have to go through their carrier’s horrendous hell of a voicemail system to return their call. The unfortunate aspect was I had to deal with someone who doesn’t understand the proverbial, “you”.
While I am far from the best or even compliant patient, customer service representatives need to understand the tone of frustration compared to yelling. It’s one thing to be sympathetic to someone’s plight of an insurance nightmare. It’s a completely different to truly be empathetic. Then, to add insult to injury, tell me I am yelling when I am merely expressing frustration. There is no doubt when I truly begin to yell. As my daughter puts it, “New York Mommy” shows up at that point.
It never ceases to amaze me how shocked people are when I say, “you have no idea” and then try to argue the fact with me that they do. Unless the person that I am speaking with has filed multiple grievances, prepped their children for the “worst case scenario”, begged for help and to see a provider they can actually understand, DO NOT tell me, “I understand”!!! It’s unprofessional; to say the least. Learn the difference between empathy and sympathy; they are not the same.
Am I overly “touchy” where my health care is concerned? Absolutely! Having been neglected after surgery, passed around to provider after provider and generally ignored when I insist on being in charge of my care and letting doctors only advise has me extremely “jaded” to most people.
Healthcare is non-existent. Health profits is what drives today’s medical profession. Patients die every day. I truly believe insurance carriers AND providers are facilitators of this because if the patient doesn’t fit in the “acceptable” boundaries, they are discarded; regardless of how much assistance and/or treatment they need. Nice to know it’s reached the call centers. The entire system needs a course in compassion!
So ends another medical rant. Off to pray for tolerance and healing.