Seriously rude peds office staff

[Sillygirl]

I've visited our new pediatrician's office twice. The first time I was very unimpressed with the doctor's manner with the kids. The second time I got the new ped, and she was charming, BUT it took two hours for a well-baby checkup and nobody apologized. So I thought I would check out the other pediatrician's office in town.

I go to the old ped's office today (it's in the same building as mine) and ask to have Jonathan's records sent to the new peds office. At first the receptionist (who was talking to me while holding the phone to her ear) thought I was filling out forms to get more records sent to her, and was all smiles. But then I nicely told her that actually, I was still trying out different doctors, and needed the records sent across town. She glared at me and said "Well, you can have them, but then we won't see your child again at this office. Ever." I raised an eyebrow at her and asked "Really?" And she glared more and said "That's right." Then she asked if I was working tomorrow and told me I could pick them up then, then turned her back on me.

Well, that made that decision easy, didn't it? I've never heard of such a thing. I don't really understand burning your bridges with patients in such a way, especially when they're the children of one of the doctors in the same medical office building, but whatever. If I bump into the nicer ped in the hospital I may let her know just exactly how horrid her receptionist is.

[elephantmeg]

wow, that's incredibly rude

[Marisa6826]

Wow. I wonder if the Ped is aware that her front office staff is like that.

Interesting policy. I'd love to know the reason behind it. Thankfully, I love my Ped. I've had my full share of not so great ones, though.

Hugs, Katie. I hope you find a good one soon!

-m

[octmom]

What a b!tch! You should definitely say something to the nicer doc the next time you see her. That is really awful.

[LarsMal]

Oooohhh...nasty woman!!! I would definitely tell someone about her behavior. Do they have an office manager?

Rude people suck!

[jerigirl]

I would definitely write a letter to the office manager explaining about the rude receptionist and the 2 hour visit and thus why you are going elsewhere. They need to know these things. Just my 2 cents.

jeri

[kijip]

Let the doctors know. They are likely totally unaware to what their front end staff is costing them. We switched peds not because of the doctor (who was pretty darn good!) but because of the nursing staff and the receptionist/front end peeps. After we wrote a letter, the doctors were able to smooth out some of the customer service issues with the front end staff and I think one was even let go (we were not the only complaint). Still, we never went back (liked new place WAY better) but I feel good that maybe some change came for the other families at that practice.

[maestramommy]

Man, what a bee-yatch! I would definitely let the nice ped know. And ask if there's such a policy and if so why.

[dr mom]

Good grief, I would be horrified if my staff did anything so rude!

The PROPER response to a patient's request for records is to politely inquire as to the reason for the transfer. For any reason other than a patient moving out of the area, there needs to be some follow-up. Was the wait time unacceptable? The doctors not up to par? The office not clean? Unable to reach anyone after hours? Or were the staff so freakin' RUDE that you wouldn't set foot in that office again even if they were the only pediatricians within a three-hour-radius of your house? What a bee-yotch!

I've asked my medical records clerk to notify me anytime a patient transfers records to another physician in town, so that I can follow up with them personally. You might want to give the nice pedi a heads-up about what's happening at her front desk...she'll probably be mortified. I would definitely appreciate knowing if I had a problem employee poisoning my waiting room, and it's always better to hear it from a fellow physician than the attorney of a disgruntled patient.

[pb&j]

Holy cow! I do hope you let the docs know how disrespectfully you were treated.