skeeba (skeeba) wrote in bad_service,

My work involves providing direct care for adults with developmental disabilities, and I often have to take my consumers (the adults I work with) to doctor's appointments. Usually, I'll get a call from my manager asking me to pick up so and so and take them to this appointment a day later. So I pick up the consumer and the required paperwork and take them to the doctor. On this particular day, I took my consumer to his Podiatrist, because staff were concerned about swelling in his feet.

I took this consumer to the doctor and as I walked in I told the receptionist that I had so and so for his appointment for doctor so and so.

She looks at me and goes, "Well, who are you?"

I was kind of set back by how snappy and rude she was, and I hold up my employee I.D that's around my neck and say, "I'm his direct care provider."

She looks at me and looks at my consumer and says "I don't see why you have to be here with him, he's a grown man."

And before I get to say anything she says, "His co-pay is going to be $30."

I told her that the company we're a part of should be billed for that. And she says, "When you made the appointment we told you that co-pays needed to be paid upfront."

I told her I didn't make the appointment, I was just asked to bring this consumer to his appointment.

She rolls her eyes and points at this sign on the counter that says, "All co-pays need to be made at the time of the appointment." And then she said, "If you're not going to pay the co-pay, you're going to have to leave." Her tone of voice is really stern and she started to raise her voice at me.

My consumer gets really anxious whenever people argue or when people raise their voices, and I see that he's starting to get upset so I just pull out my debit card and hand it over. She goes into another room and swipes my card and writes me a reciept for $30, so that I can take it to my work for a reimbursement.

She just points to the lobby, and says "Sit there."

The consumer I was with doesn't like sitting down, he stands and paces a little bit. The receptionist walks by, and goes "Have him SIT DOWN, PLEASE." I don't really understand why, there wasn't anyone else in the lobby.

45 minutes after the appointment was supposed to start, the doctor comes out for us. We're taken back to a really cramped room and the doctor seems annoyed that I'm there.

She tells me to have him take off his shoes and socks and sit in the chair. It's you know, one of those chairs in the doctors office that leans back and you put your feet up on. I

have my consumer take off his shoes and socks and I try to have him sit on the chair. The doctor had left and come back by now, and seemed irritated that it was taking him this long. I learned later that this consumer had been going to this doctor for years, so she knows that he has developmental disabilities, and she should know that anyway by me being there.

He doesn't understand how to sit in the chair. I'm trying to help him by saying "Sit here, now put your feet up here."

It's not working very well and the doctor was getting really agitated. She practically SCREAMED at him because he didn't understand how to sit in the chair.

I was like "Can you not yell? He doesn't understand, just give him some time to get how to sit in the chair."

And she huffs and says "I don't know why you can't just do your job!"

We tried for about 45 minutes to get him to sit in the chair, but he wasn't able to quite do it. He would sit on the end where your feet go, or sit sideways where your butt is actually supposed to go, but he wouldn't put his feet up because he was taught not to put his feet on the furniture at home. The doctor threw her hands up in the air and said that we'd have to reschedule because she has other things she needs to do. She didn't give us time to let him put his socks and shoes back on in the office, so we had to do it in the lobby. He was very shaken, after being yelled at and so I took him out to McDonald's for some ice cream.

I CANNOT BELIEVE THE NERVE OF THAT WOMAN. I was shaking because I was so upset, it took so much out of me to not just yell right back at her, but I knew it would have just made my consumer more upset.
I called and left a message with my manager about that doctor, and she called back saying she's going to discontinue services with that doctor for all of our consumers.
Tags: *medical/pharmacy
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