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Dr. Bob is Robert Hsiung, MD,
bob@dr-bob.orgShown: posts 1 to 11 of 11. This is the beginning of the thread.
Posted by GeneLady on March 11, 2009, at 23:41:07
My husband goes to a psychologist whom he and I like a great deal. The psychologist has definitely been helpful and I have met and talked with him too with my husband.
Several months ago the psych hired a new office person (sets appts and does ins) whom I think is really bad. She keeps calling me up and telling me my husband's appt has been cancelled and that he doesn't have any referrals and that the insurance won't let him come in more than once every 3 or 4 weeks and that she has left a message but my husband doesn't call back and on and on.
It is ALL one big LIE! Both of us have caught her in it because we've dealt directly with the insurance which has been surprisingly cooperative. (and I'm not an insurance fan) I've emailed the psych before about problems with this woman re appts and I know he must have said something because the first time she called and apologized. However, she's getting worse and even told me not to email the psych although he told me to do it and said it's helpful to him.
You know, it's really hard to get in to see someone when their clerk cancels the appts! This is absolutely insane ... I think she's evil in a way as I've sat in the waiting area listening to her lie and rant at patients and others on the phone. I emailed and faxed a letter to the psych again this evening. Of course he's not going to respond in email - healthcare professionals do not want to admit they've got out-of-control and abusive staff. I'm trying to figure out what to do. I've toyed with grabbing the appt book and running off with it but that's pretty far fetched too! Interestingly, immediatley after she called and said my husband could not come in, he called and she said she had it all straightened out.
What? I'm not sure what to do next. I could complain to joint commission but I don't want to end the relationship with the psych. This is absurd! I emailed the psych and told him not to let this woman contact me again but I'm not sure that's exactly the solution ....
Posted by sassyfrancesca on March 12, 2009, at 9:13:54
In reply to Bad clerk in psych office cancels appts at will, posted by GeneLady on March 11, 2009, at 23:41:07
I would tell your psych. face-to-face what you have said here. If he is good, he won't want someone like that in his office! She could wreck his business. Sounds like she needs therapy and has some issues/game playing....controlling people's lives.
Sassy
Posted by lucie lu on March 12, 2009, at 12:35:08
In reply to Re: Bad clerk in psych office cancels appts at will » GeneLady, posted by sassyfrancesca on March 12, 2009, at 9:13:54
Posted by Phillipa on March 12, 2009, at 12:56:30
In reply to Re: Bad clerk in psych office cancels appts at will » GeneLady, posted by sassyfrancesca on March 12, 2009, at 9:13:54
Wild guess could she be a family member of the T? Just a thought. Phillipa
Posted by GeneLady on March 12, 2009, at 13:04:40
In reply to Re: Bad clerk in psych office cancels appts at will, posted by Phillipa on March 12, 2009, at 12:56:30
That thought has crossed our minds ... still whether she's related or not there IS denial of care that went on for 6 weeks, outright lying and fraud on the part of Maria (the clerk) and nasty mean attitude. She pulled the same thing again today claiming the insurance will only allow every 3 or 4 weeks when actually there are unlimited visits. She also claimed again today that he only has 3 or 4 visits left when we know it's more like 7. Guess we'll have to call ins. and have them remind the office of their contractual obligation. That's not enough, though.
I'd like to name names in a public forum ....
> Wild guess could she be a family member of the T? Just a thought. Phillipa
Posted by Poet on March 12, 2009, at 13:51:09
In reply to Bad clerk in psych office cancels appts at will, posted by GeneLady on March 11, 2009, at 23:41:07
Hi GeneLady,
She definitely sounds incompetent. If I were you I'd print out the insurance coverage and give her and your psych a copy of it. Absolutely call/email your psych about the appointment issues. Even if she is a relative and he's stuck with her, she should be his problem, not yours.
I'll stop before I get into my why do incompetent people get jobs and competent ones just don't luck out rant.
Good luck.
Poet
Posted by garnet71 on March 12, 2009, at 22:21:34
In reply to Bad clerk in psych office cancels appts at will, posted by GeneLady on March 11, 2009, at 23:41:07
"I've toyed with grabbing the appt book and running off with it but that's pretty far fetched too!"
Great idea.lol.
Sounds like she has some problems and I bet the reason she cancels all the time is that she makes mistakes in scheduling and/or is disorganized.
I read this post because today my PDoc office told me I had an outstanding $30 no show fee for a therapy session from over 2 years ago. I had written a letter to the PDoc about this fee in the past and in response he said I didn't have to pay the fee (apparently billing didn't get the msg).
I missed one session (and called prior) due to a family emergency. They had previously canceled 3 of my sessions for various reasons; 2 times they didn't even leave me a message and I may have taken off work or school to show up, I don't remember but scheduling was difficult for me at the time. One time they said "we didn't think you'd get the message in time". Well how would you know that if you didn't leave one? lol
So-I wrote a letter to the PDoc in charge which mentioned that if appointments were missed on their end, that it was only reasonable and fair that patients be allowed family emergency missed appts. from time to time.
The point is--I have found people in organizations to be much more receptive to my issues or complaints if I write a hard copy business-like and brief letter and mail it to them. It's worked more times with complaints than calling or emailing.
Hope the problem doesn't linger for you and they resolve the issue. I know its frustrating-everyone is so busy these days.
Posted by garnet71 on March 12, 2009, at 22:32:13
In reply to Bad clerk in psych office cancels appts at will, posted by GeneLady on March 11, 2009, at 23:41:07
Wow-looks like its more than scheduling problems. So maybe I should mention..sometimes when you write a professional letter they think you are considering initiating a lawsuit and will resolve your problem for that reason. Not the issue I mentioned with the missed appt., but there has been several times where that has worked in my favor. And sometimes it doesn't--like the time I requested my son's medical records. I sent a family physician what I thought was a brief, articulate letter, but used legal speak (meaning very specific) in requesting my son's medical records. In addition, I said something like "any and all records...to include physician notes, diagnoses, lab results, etc...Well-they would not let me have the records for over a month-they first sent them to a legal firm to go through and determine what I was 'allowed' to have and what I was not permitted to have. I think they perceived the request as initiating a lawsuit...It was for my son's attendance hearing at school and I was screwed because of it. Anyway, it doesn't always work in your favor.lol
Posted by GeneLady on March 12, 2009, at 23:18:55
In reply to Re: Bad clerk in psych office cancels appts at will » GeneLady, posted by garnet71 on March 12, 2009, at 22:21:34
The letter I wrote was somewhat formal in that I used my computer-created letterhead and used the inside address to the psych and the Dear -----: format. I closed it with "Sincerely". I started off with a complimentary statement telling him how much I am grateful to him for the work he has done with my hubby. Then I mentioned something about "disturbing trends" and wanting to maintain a healthy and respectful relationship (with him)and listed my concerns. I asked him to stop Maria from being abusive and for her to stop calling. I also said I want my husband to address these issues with him because I felt he was somewhat hiding behind me (I'm the one who tends to take on the problems) and finally said I was eager to continue the theraputic relationship. (I should add that I'm not the patient - we're not paying for me or making insurance claims for me - but the psychologist definitely knows who I am)
It was really warm and friendly and respectful. I've faxed letters like this to him before over appt. issues.
However, in the meantime, my husband began to wonder ... and me too, if he's perhaps using Maria to cull out any patients he doesn't want to see or doesn't want to see that much. We found it hard to believe he would be that unprofessional but ....
Meantime, my husband called the insurance who took a strong interest and extensive notes and said they would could the P's office if need be.
Meantime we're both pretty upset ... I don't quite know how to handle it emotionally or otherwise. I'm hurt, tense, and anxious. Not hearing anything back. My hubby is supposed to go back next week.
Posted by garnet71 on March 13, 2009, at 0:07:43
In reply to Re: Bad clerk in psych office cancels appts at will, posted by GeneLady on March 12, 2009, at 23:18:55
It sounds like you've done everything as the most reasonable person in the world would have done.
Your husband doesn't happen to have Tricare insurance does he? Maybe the insurance company doesn't pay good. Or maybe that woman has just lost a spouse or some other terrible situation she can't handle; maybe the PDoc can't get himself to fire her. I wonder what it could be.
It appears from what you have written-the doc has been receiving your correspondence (rather than her intercepting them). Maybe the insurance company has contacted him about your concerns, and you will hear from when he figures out what to do?
I remember the days when we-the patients-filled out and submitted all of our insurance claims ourselves. lol
Posted by GeneLady on March 17, 2009, at 23:53:31
In reply to Re: Bad clerk in psych office cancels appts at will » GeneLady, posted by garnet71 on March 13, 2009, at 0:07:43
Finally met with psychologist (actually a neuropsychologist) today in part of my hubby's session. I had, of course, somewhat bombarbded the psych with emails concerning the trouble with getting appts. He denied that Maria was trying to play my hubby and I against each other although I disagree. She called me a few days ago and said he couldn't come but when my hubby called everything was okay 1 min. later.
It was not a very satisfying experience as the psych was a bit perturbed I could tell. He apparently did not understand the insurance ... and he still doesn't nor does his di_ g b_t clerk, Maria. (I call her Evil Maria - the opposite of Ave Maria - ok it's petty but a moment of vindication) My hubby actually has unlimited visits because of his serious diagnosis. It is not Tricare ins.
Admittedly the description the ins puts out doesn't sound the same as what they explain over the phone but I have experience and know they can get several visits approved before the current visits (referrals) are used up. Maria claimed otherwise. My hubby pointed out that he has appts made through April - she said he didn't. In front of us the psych pointed out the appts in the appt book. He told her to put my hubby down for every 2 weeks and she refused because he doesn't have referrals that far. They went round a bit and she didn't seem to understand. I could tell the psych was perturbed. Really, she was out and out insubordinate in my opinion and needed ... well, figure it out. The tail seems to be wagging the dog.
The problem is, this has put a dent in the relationship. We're not real happy with each other right now and that's a shame. When he asked how my hubby was doing and I tried to explain in increments he tried to cut me off - he only wanted to hear good things, not anything less than just great.
There have been other staff problems in the past ... plus the psych didn't seem to have a clue how upsetting it was that my hubby was forced to go for 6 weeks w/o therapy due to screw-ups on the part of the psych/Maria. He's a smooth operator which I guess a good psych is but I'm more wary of him now ... and hurt. Guess that's another thread ... I see similar issues on this board quite a bit.
This is the end of the thread.
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