Doctor-Patient Confidentiality?

[DVC Sadie]

I think maybe you may have overeacted to the situation.

It sounds as if you were already upset and frustrated with the receptionist in regards to your payment schedule. The receptionist was "wrong" to discuss your bill within earshot of other patients and should have discussed it in private.

You were "wrong" by blaming and taking out your frustrations on the receptionist because your doctors office implemented a new policy of requiring all patients to have a picture for their charts.

It's never too late to apologize to the receptionist for your behavior and in turn discuss how you may have been embarassed by her for discussing payments in front of other patients. You may be surprised, she may apoligize to you.

Hope you feel better!

 

[Lisa loves Pooh]

I have a few situations with my picture--orthodontist and I want to say a dentist. It helps them properly match the file to you so that there isn't an error. But it's attached to my care file and not my billing stuff.

I think you acted over the top. I have no idea if there is a law or not and if it is to protect you or protect them from insurance fraud. I have no idea.

However--we choose how we will react and it seems you have had a problem with this office for a while and perhaps it is time for a new doctor?

Yelling at the Receptionist--breached your confidentiality with anyone in earshot.

Something to remember next time.

 

[kldmom2000]

I was a former medical assistant and got yelled at. Please don't yell at us. We're doing what's asked of us by the MD we work for. Whenever I would tell the patient to talk to the doctor if they were upset about how long they were waiting to be seen or about an office policy they didn't agree with, they never said boo to the doctor, but would take it out on me or the receptionist

As far as the photograph~I only worked for 1 doctor who did that and it was because he transcribed all of his records. After seeing over 50 patients a day, he'd go to dictate his report and the photograph would help jog his memory on each patient if he wasn't able to get to the dictation right after the appointment. Of course, this was over 10 years ago.... if they are saying it's for insurance fraud now, I'd believe them because I hear that it's become quite common with the cost of healthcare nowadays.

I'm sorry you were harassed about payment~that shouldn't be done in front of a waiting room full of patients. Please also take into account that perhaps she was being pressured by *her* office mgr/boss (the doctor) to settle the payment.

 

[Lisa loves Pooh]

Not to be rude, but if the receptionist also books tests and gets prior authorizations through your insurance for the tests she knows why you were seen.

Good point--HIPAA (or HIPPA?) doesn't mean only your doctor gets to know about you--only folks with legit reasons to review your info can do it--and only the parts that pertain to their involvement.

If only the doctor was allowed to know, then there would be no point of him having an office staff or nurses or other assistants. He/She would have to do everything themselves and likely see a lot less patients.

That's unreasonable and certainly not the purpose of the law.

 

[Mickey Fliers]

What an odd way to phrase something......if they weren't working as waiters or other customer service personnel they would be criminals?

I was thinking the same thing. What a totally bizarre statement.

 

[okeydokey]

Wow, that poor receptionist. It wasn't her idea to take your picture, she was doing what she had been instructed to do. You owe her an apology.

 

[jodifla]

I think it's an intrusion and I don't like it. If they have a copy of your DL, what on EARTH do they need a picture for too?

If receptionists don't want to be yelled at, office managers should have a notice out front explaining that they'll be taking pictures and why, etc.

I have to jump through different hoops everytime I go to my son's pediatrician's office, and I get sick of it, particularly when I'm also dealing with a cranky sick child, so I understand where you are coming from OP. They also made me feel like a criminal because I wrote a check. It definitely feels all about the $$$ there. (I've been taking DS there 5 years -- they know who we are.)

I just saw my OB/GYN yesterday....no picture. No hand-wringing and veiled accusations because I wrote a check .

What happens when people don't have photo IDs? They are harder and harder to get these days, and not everyone, especially older people, have the right paperwork for them (like original birth certificates.)

 

[KandD]

I was a former medical assistant and got yelled at. Please don't yell at us. We're doing what's asked of us by the MD we work for. Whenever I would tell the patient to talk to the doctor if they were upset about how long they were waiting to be seen or about an office policy they didn't agree with, they never said boo to the doctor, but would take it out on me or the receptionist

Oh my gosh this is so true!! I worked front desk for many years and this happened all of the time! The doctors are the ones who set the rules, they are the ones who run behind, if you really have an issue please bring it up to them!

The receptionist was trying to do her job, when I worked front desk I had to deal with SEVERAL people a day who didn't want to get out their insurance card. This is for YOUR benefit as a patient. I don't see how confirming that it is the same ins. as last time is SUCH an inconvenience for people. Submitting the bill to the wrong ins company or with the wrong ID # is just going to prolong things so why not just do it right to begin with?

As far as the ID goes, as long as it is going in your file I don't see why this is a huge deal either. As others have said, it is to protect against identity theft. I was a victim of identity theft last year and it was NOT fun to straighten out.

OP, maybe you were having a bad day but if the new policy bothers you that much please bring your concerns up to the doctor. If the receptionist was rude to you from the get go, there is no excuse for that and you do have the right to be upset if that is the case but not just because she was implementing the office's policy.

 

[Disney Doll]

I'm guessing you need to find a new doctor because it doesn't sound like you like the one you have and were itching for a fight...and you got one.

My MD has not yet asked to take my picture, but they did copy my drivers license which has my picture on it, so perhaps they feel that's good enough for now. I have no problem with my MD having my picture because I like and trust him. If I didn't feel I could trust my MD with my picture, I certainly wouldn't feel like I could trust him with my healthcare.

As far as bill paying is concerned...while she should have chosen a different venue in which to discuss your bill, doctors have expenses too, and collecting payment is a necessity. I know that the general public thinks that healthcare workers should be altruistic and do what needs to be done no matter what, but realistically, if your emnployer said to you "Gee, I can't pay you your full salary this month, so I am going to give it to you in payments", would you be really happy with that? Probably not.

 

[starann]

Ironic that I sit here in a Drs office as I type this. There is a red flag act (or some such thing) that has been passed to help prevent insurance fraud. Our hospital requires that all patients present photo ID. I have been going to this dr for 13 years yet they scanned my insurance card and photo id into their computer. Now when I check in for an appt at this office they can make sure I'm who I say I am. Do they know who I am by now...yes, but that doesn't mean they know every patient who comes in the office.

Some drs are taking pictures for files. That was not the receptionist doing, or even the Dr (esp if their office is 'owned' by a hospital), it was what was dictated to them.

I think it is sad that they have to do this, but I also understand that with the loss of jobs comes the loss of benefits and a lot more people may be turning to insurance fraud (using a family members insurance card for treatment) and they (insurnace companies) are trying to keep costs down to prevent having to lay off employees.

 

[2bearsmom]

I made an appt with the Allergist for my ds and she said to make sure I brought his ins card and my photo ID. I didn't think much of it (didn't make it to that appt yet) but my dh and I went to the cable co to get a new cable/dvr thing and they needed to see my ID. I hadn't heard of this but my dh said they were doing this at his work, car dealership, for awhile. All places need to see a form of ID now, I didn't know they needed a copy in your chart though. I took my mom to her gyne appt this week and she wrote a check and didn't need to show them any ID for anything.

It is not the receptionists fault, although I have not yet heard of them taking a picture of the patient. I too used to work in a Drs office, front desk and let me tell you, patients with that type of attitude did not go over well with us! Although we didn't have many that acted childish we did have a few and I would just ignore them and then after their tantrum when they were leaving I'd kill them with kindness. Our dr and office manager really would stand up for us girls though, nobody would get away with speaking to us like that. If you have an issue with the license/photo ID thing bring it up the ins co and the people that set that law into motion, not the people at the dr's office just following the new rules.

 

[ZephyrHawk]

There is no law I know of that requires a photo to be kept of you with your medical files. However, it may be helpful to those who work at doctor's offices. That being said, how would any of this be a violation of doctor-patient confidentiality? Did someone other than your physician or a contracted member of his staff see you, your photo or your medical information? If not, then there was no breach.

 

[The Mystery Machine]

Well the receptionist may have handled you poorly but it does sound like you were on the defensive already due to a billing issue.

In TX they were fierce about taking pic's, having your DL, etc..due to fraud and identity theft. It certainly was an eye opener when we moved there.

I have no problem with them taking pic's in fact just give me my "big brother chip" so I can swipe it. Probably not the most popular opinion on this board.

 

[RitaE]

I'm not getting what the big deal is about the picture. One, your image has most likely already been captured by the building security cameras and Two, you are right there in front of them -- what you look like is hardly a confidential secret - no?

 

[krcit]

Last time I went to the dentist they took my picture. I just assumed it was because they thought I was hot Actually, I assumed it was to protect against insurance fraud and that's fine by me.

 

[NHdisneylover]

Like others I just don't see how this relates to confidentiality at all My last doctor in the USA knew me well--talked to me at the grocery store, etc. His staff did also. It was a small town and we saw each otehr all the time. They still had to follow procedures and take the insurance card at every single visit. No photo IDs there at the time--but if there is a new procedure I would expect them to follow it too. How is it being rude to have a procedue for checking in all pateints and to follow it

As far as the photo in the file, I think others have covered that pretty well here (helps prevent insurance fruad, helps the docotr know who you are quickly when you call, helps prevent mix ups). I always think the docotrs who are able to add my photo to the files have the most up to date technology and that is a good thing. My dentist in the USA had one. Here in Germany my family doctor and OB/GYN do. It is becomming pretty typical.

I am really, truly very confused by your statement about how you treat "waiters and such." The way you phrased it makes it sound like you really look down on those in service jobs (as in they are just one step up than petty thieves and we should think you are a good person for being nice to tehm anyway). Personally I treat waiters and whoever else with resepct and kindness because they are people. I hope you just phrased things poorly and do not really think like this. I know I can phrase things poorly when I am having a bad day. Maybe you also inadvertantly phrased things in a way that came off as rude to the receptionist when you first arrived? Though, honestly I cannot see what she did or said (based only on what you have posted thus far) that is rude. Was she yelling or demeaning? Or, was hse just politel but form that policies have to be followed?

 

[MaryAnnDVC]

Going to the doctor is always upsetting because we are so fearful of our illnesses. We are also fearful of the bills.

I approached reception and grit my teeth

It sounds like you have some major issues about going to the doctor in general, finding it "always upsetting" and "fearful". Approaching the receptionist gritting your teeth sounds like you were looking for a fight.

But this dentist, who will be sent a letter when DS decides he doesn't need this guy anymore but for now DS loves him,

The dentist too?? Is there ANY medical personnel you don't have an issue with? Please...make my day...tell me a "good" Dr story.

they continue to come out to the busy lobby to discuss the condition of the kids, with names, in front of everyone else...

Have you told them you'd rather speak privately with them?

because DS is far more brave with hubby instead of me,

No doubt.

since I'm the healthcare goddess in my house, DH did, in fact, need to have quick conversations with me. But because it wasn't allowed (and DS was 2 when he started going there...hubby wasn't going to leave DS while he ran outside), he made some on the fly decisions that weren't OK in our household, which was a problem. Very annoying.

Have you considered making a plan to meet up after they arrive and waiting right outside the door so DH has easy access to you for discussions, but DS doesn't know you're there? It seems like with all the problems you have with medical, and now dental, professionals, you shouldn't risk inevitable issues. Good luck!

 

[Disney Doll]

I am really, truly very confused by your statement about how you treat "waiters and such." The way you phrased it makes it sound like you really look down on those in service jobs (as in they are just one step up than petty thieves and we should think you are a good person for being nice to tehm anyway). Personally I treat waiters and whoever else with resepct and kindness because they are people. I hope you just phrased things poorly and do not really think like this.

I'm nice to "waiters and such" so they don't spit into my food ...and so they don't rob my house!

 

[DSNLvR]

Going to the doctor is always upsetting because we are so fearful of our illnesses. We are also fearful of the bills. A doctor's appointment this morning just pushed me over the limit, and I yelled at the receptionist in front of her co-workers and other patients. I am pretty respectful of waiters and nearly anyone else having to put up with me in the line of duty because they don't have to do it. They could be robbing my home instead. This morning was just too much.

I approached reception and grit my teeth while she was aggressive about money, even though I have been paying every month for what my insurance will not. Then she gets my insurance card and demands that I present another I.D. with this insurance card, even though I have been going there for a year now and would be recognized by medical personnel, which I was. Even though my driver's license number and Social Security number, which have nothing to do with health care, are already in my medical records, I tolerated this new indignity as well. That wasn't enough to shut her up. She then demanded that I permit her to take my picture with a camera already set up there on the counter. I just lost it at that point because I think that it is wrong that something as personal as our medical records are tied to national identity numbers with our having no choice in the matter, but now our pictures can be too!! This is an outrage.

I heard another patient being told that the law requires these photographs. What law? My dentist doesn't take the patients' pictures. My husband's general practitioner doesn't take the patients' pictures. I am not seeing an inmates' doctor in a jail. I am a working patient who pays for her insurance. What law requires doctors to take mug shots of their patients? Has this been been demanded of you in a doctor's office? I don't believe that the law requires this so I am going to be contacting my representatives. Remember your doctor is under no legal duty to treat you, not even his own diagnosis made with tests he pressured you into.

Whatever happened to doctor-patient confidentiality?!

Say what?

 

[MizTink]

wow, i just skimmed through this whole thread. i'm confused with the OP. just bizarre sounds to me like there are other (personal) issues here that have little to nothing to do with the doctor's office policies.