Thursday, October 23, 2014

A Pain in the Foot is a Pain in the Ass*

So, Matt managed to do something to hurt his foot. We're not sure what, yet, but after a week of walking on it, he decided he should go to the doctor. The thing is, our doctor is both out of town and quite difficult to get in to see. So, I made him an appointment with a local doctor (same medical group--Cross Timbers Health Clinic) and then changed his primary care doctor so that he could be seen. Since he's not completely fond of his previous doctor, he was fine with the change, especially so since he seems to like his new doctor.

They saw him a week ago today, he had an X-ray (We had to do out of town for that, too) last Friday, and we still haven't heard about what's wrong with his foot. They think he might have a stress fracture, so the fact that they haven't gotten back to us yet is pretty annoying. He works on his feet and can't take time off, so he's been wrapping it with ace bandage and self-adhesive wrap (which seems to be helping some).

But the fact that we still haven't heard anything isn't the worst part. Not by far, actually, because the experience we had with their office staff was absolutely the worst customer experience I've ever had. The girls who work the front desk in that office are rude to the point of being abusive. While the doctor was awesome and so were all the nurses, the office ladies made the experience atrocious.

When we arrived (15 minutes before appointment time, at 2:15) they were immediately rude to my husband. She abruptly demanded his insurance information, which is okay except that our cards have the wrong primary listed for Matt because I had just changed it. Then she shoved a clipboard at him so he could fill out the very long sign-in sheet (SOP for this clinic) and told him she was going to have to call to confirm his primary doctor because we were negligent in bringing her a confirmation number proving we had changed it.

When I assured her we had changed it, she said, "We'll see," and then told me she would confirm it. Okay, I'm sure people have lied about it before, that's fine. So we sit and wait while he appointment time comes and goes. The girl is on the phone with BCBS the whole time, but she's yelling at them telling them she's been on the phone with them for 45 minutes. This is a lie, we had only been there 30 minutes at this point. We hadn't even been out of the house for 45 minutes. 

Another ten minutes passes before she slams the window open and demands (loudly) that I give her my information because I'm the insurance holder and he's technically my dependent. I give her my birthdate and then wait at the window while she yells at some more people at BCBS. In the mean time, while we were waiting, I had called BCBS myself to confirm that his PCP had been changed. I got on and off the phone with them in less than 10 minutes, yet this girl had been on the phone with them for what she claimed, by this point, had been an hour (while we had only been there 45 minutes). 

While she's talking to BCBS the other desk girl turns to me and tells me Matt'll just have to reschedule because it's been 15 minutes past our appointment time. Okay, remember we had arrived 15 minutes early. Also, it had actually been 30 minutes past his appointment time. I told them it wasn't happening, that it was their fault it had taken so long, not ours. Which is true, they were the ones being so rude to BCBS that they couldn't get anywhere.

After another five minutes the first girl gets her confirmation number, slams the phone down, and says "NOW it's changed." I informed her again that I had changed it the day before. She flat out calls me a liar, then tells me if I was telling the truth I should have come with a confirmation number (how was I supposed to know that?!), and then she literally slams the window in my face WHILE I'M TALKING to her.

Aside from the fact that I'm pretty sure some office girl can't actually change our PCP without our authorization, BCBS had confirmed to me that it had previously been changed. All of this over a damn confirmation number. Now I'm not sure what I should do about it. It's been eating at me for a week, I feel like I should say something, because we're not the only people she was abusive with. I just don't know who to talk to, especially since the office manager there in that office was sitting around giggling with these girls when we were leaving. Clearly, complaining to her about it isn't going to do any damn good.

I've considered writing to the board of directors at that clinic group, the head of which is my primary doctor, but I don't know how far that's going to get either. I feel like complaining would be pointless. So this girl just gets away with treating patients, who're often there because they're not feeling well already, like total shit. 

Thankfully, we've gotten Matt's new insurance cards (BCBS sent us FOUR of them, for whatever reason) so this shouldn't be a problem again. Finger's crossed. The one thing I know for sure is that when open enrollment comes I'm changing our insurance plan so I can go back to my old doctor, whom I absolutely love. But now Matt's saying that he wants to find a plan that both his new doctor and my old doctor take. Which, honestly, I find pretty annoying considering the treatment we've gotten from these people. 

I mean, aside from the fact that they're nasty rude, we still haven't heard anything about his foot. Thankfully, they gave us a referral to an orthopedist, which he'll see tomorrow. Hopefully they'll get something done and be nice about it!

* Matt's been making this joke for a week, so he'd be amused I used it as a title.