Health care provider, frustrated with patient's or guardian's attitudes

[Mouse House Mama]

Well, call yourselves victorus, I am going to watch TV and bed. I am tired of responding to the same questions, since no one is reading for instance, that I did apologize, and did try to call the family. Good night.

You only apologized and tried to call because the doctor asked you to. Not because you actually realize how rude and unprofessional you were. That is sad.

 

[PinkRhombus]

... She immediately got defensive

...She was still agitated

...GM was "offended" because I acted like he had some "disease".


...I am not even that mad at GM, but I just think it is a sad case of how selfish people can be...,

... I also thought about if something were to happen, it's not as though, she is going to pay for it or even care.

...Sorry this is so long, but it really just bothered me. Vent over.

-I apologized when leaving the room and tried to call her. And yes I was asked to apologize by my M.D, to “smooth” things over, but I don’t think she thinks I am in the wrong. Trust me she has apologized for things too. I am not trying to say I can’t learn from this situation. I was just highly upset about it.


Yes, of course. And pregnant teachers are exposed to Fifth's all the time. It goes with the territory. If you are that concerned, why are you not either taking precautions or taking a leave until after your child is born?

-I’m not that concerned, that is the point, I have to deal with it, I am just saying why is it so wrong, to try to deal with less if you can help it?

Some of you need to read the original post where I said I am exposed to all kinds of illness, without much hesitation all the time. These comments of well you should just go on maternity leave, are just snarky.

All I want to point out is that you said she was offended more than once.

Whether or not you intended to offend, you did...and that in itself requires an apology.

But if you are so concerned to the point of wondering "if something were to happen, it's not as though, she is going to pay for it or even care"...you need to work out a different plan.

 

[mickeyboat]

OP - I hope that you are still reading this thread. The opinions you have read on this thread are probably representative of how your patients might also react. You have been given some valuable insight into how your patients expect to be treated. Take this information and use it to become a better and more compassionate provider.

 

[barkley]

The office I work at has EMR. We use what we call "pop-ups". If there is something pertinent, a definite need to know, as soon as we go into the chart a pop-up comes up. You can't miss it, you have to x out of it before you can go on. It also comes up when you try to schedule that patient an appointment. Works very well.

forever ago when i was in college i worked in a hospital-it was policy there that if patients had certain medical conditions the door to the room they were in would have a small color coded index card displayed. it did'nt say anything, it was a quick visual reference that clued all staff in if they needed to take certain precautions. later on when i worked for social services at a time when medicaid patients had to come in and get these little 'stickers' to take to the doctor for their appointments, if we knew someone had certain communicable diseases that precautions for face to face interaction had to be in place we just used color coded 'sticky dots' on their files (worked in an area with a terrible problem with the highly contagious form of t.b.). you never saw a client without having their file so it was an instant visual clue.

i just always assumed that one of the reasons the medical files at all our doctor's offices have a variety of color coded lables on them was for a similar purpose, and that the purpose of doing that was for those doctors offices that don't use lap tops for medical records to be able to get a visual cue from the med record which they always slip into the holder outside the exam room

 

[Stitchfans]

I don't think you were in the wrong..... If the grandmother had been spoken to before then really you shouldn't have been put in that situation in the first place. If we all took a little more responsibility for ourselves it would make the Dr.'s and PA's jobs much easier.

As for the entitlement comment, I understand what you mean, no flames here

I totally agree with this statement. My advice to you is to walk away from this thread before you are eaten up alive. Believe me, I know from experience. Turn away, and don't look back. Don't open this thread up and upset yourself any more. Good advice, hope you take you.

 

[Heidict]

like we are just there to serve them.

Yup you hit the nail on the head. You are there to serve them, regardless of what insurance they have. If you don’t want to serve your patients then maybe you need to start looking for a new job.

If the grandmother had been spoken to before then really you shouldn't have been put in that situation in the first place. If we all took a little more responsibility for ourselves it would make the Dr.'s and PA's jobs much easier.

Why is it the grandmother’s responsibility to keep track of someone’s pregnancy? Is she supposed to memorize the due date? Maybe the OP is the one who needs to take some responsibility here. If she is so worried about not seeing certain patients then it is HER responsibility to devise a system so that she doesn’t see them.

She could very easily have told the people in front not to schedule her with certain patients. Then it could have been prevented from the start and the patient never would have been scheduled with her in the first place. Instead she is trying to shirk the responsibility of HER pregnancy onto a stranger.

I have already had to be tested for 5th’s disease or parvovirus, during this pregnancy again due to exposure. Why would I want to have to keep having to worry about illnesses pregnant woman shouldn’t be around if there are other options. Something as innocent as 5th’s disease in most people can be detrimental for the unborn. (Fifth if contracted when pregnant or immuno-compromised (a weak immune system), complications may arise. Transmission of fifth disease from the mother to baby can have serious implications to the health of the baby)

It really sounds like you need to start your maternity leave now. You are concerned about your unborn child, as you well should be. Nobody blames you for that. But you said it best yourself “Why would I want to have to keep having to worry about illnesses pregnant woman shouldn’t be around if there are other options.” You are in a pediatric clinic, you are surrounding yourself with sick children. I don’t understand what you expect?

I’m not that concerned, that is the point

Obviously you are, if you are refusing to see patients with certain ailments.

Also to the poster who wants the Dr to take a few minutes to review that chart before you are seen. IT doesn't work that way, they don't have time,

Then maybe they should not be overbooking the doctors and PA’s. I have worked in doctor’s offices and in clinics and I have never known a doctor who didn’t review the chart for at least a minute prior to seeing the patient. What’s the point of having a medical assistant go over the patient’s complaints and medical history if the doctor can’t be bothered with reviewing it? Is it just for fun or to make the patient feel like they are getting quality care when it fact it’s just a waste of time.

As a PA you should know that herpes simplex is NOT airborne. If you use good technique and wash your hands before and after examining the patient, you will not get herpes. The combined incidence in the general population of herpes simplex I and II exceeds 80%. If you are that anxious about contracting an infectious disease, maybe its time to start your maternity leave.
I covet my tax dollars as much as anyone, but it is NO ONE'S BUSINESS how a patient's bills are paid. I would hope that you would treat the Medicaid patient with every bit of respect that you would treat your self paying, Blue Cross Blue Shield patient as well as your "dead beat" patient. When someone brings their sick child to you for care, you are there to serve them. If you aren't; find another job. Yes, you owe the family an apology. Your attitude conveyed disgust, even if it wasn't your intention.

 

[clutter]

I put the blame on someone totally different!

It's the senior doctors fault. He/she decided that the pregnant PAs should not see certain patients, then didn't put a system in place to flag those patients before contact. Something as simple as a sticker on the cover of a file, or a color put on the door would have prevented all of this. It would have alerted the staff to ensure that only the doctor on duty saw that particular patient.

If you're going to put a policy in place, you need to have the procedure to back it.

OP, is this your first baby? I ask because it seems that you haven't yet experienced 'mommy brain.' I only have one child, but as an older mom, I could not possibly remember what PA I was not supposed to see and for how long. I can't imagine a grandmother having to remember such. (Although I'm probably older than she is, lol.) Your senior doctor was SO wrong for making it that patients responsibility for making an appt with the right person. Simple procedures could have easily prevented your lousy day.

 

[Nancyg56]

So, when are people suppose to take responsibility for their actions. I as you all keep reminding me tell me it is my responsibility to know the history of every one of my thousands of patients. Yet Grandmother with 1 grandkid, who was explained by me and the doctor previously, that I or the other PA should not see him, while pregnant, can't possibly remember that? How is that fair.

I realize that you feel that the GM should carry the responsibility if keeping your unborn baby free from disease bt I do not agree. You work in a pediatricians office and it is up to you to determine if you are going to see certain patients. Once you make that decision you need to make sure that a system is in place to ensure you do not place your patients in an embarrassing position. f you cannot do that perhaps you need to take a leave. You are going to be exposed to sick kids and some of those kids are going to have a history. Their caregivers should not be responsible for your decision to work there.

As a fellow healthcare provider, I can certainly sympathize with your handling of that situation. What many people can't remember is that we are of no help to the public if we become ill or injured ourselves while dealing with a problem. "

I certainly do appreciate that you need to remain healthy. My sister is a respiratory therapist in a major children's hospital. Her DH is a PA in ta walk in center. My sister is exposed daily. She takes precautions to keep risk as low as possible but she knows that her chosen profession may expose her to lifethreatening illness. She does not hold her patients responsible for her health, she takes the initiative to protect herself. Before she worked in this hospital she spent years in the ER and was not privy to health history. She and her DH feel that they must be responsible for their own wellness.

I have already had to be tested for 5th’s disease or parvovirus, during this pregnancy again due to exposure. Why would I want to have to keep having to worry about illnesses pregnant woman shouldn’t be around if there are other options. Something as innocent as 5th’s disease in most people can be detrimental for the unborn. (Fifth if contracted when pregnant or immuno-compromised (a weak immune system), complications may arise. Transmission of fifth disease from the mother to baby can have serious implications to the health of the baby)

I really think that the office you have chosen to work in may not be the right place for you. You are going to be exposed to childrens illnesses all winter long.

Why is it the grandmother’s responsibility to keep track of someone’s pregnancy? Is she supposed to memorize the due date? Maybe the OP is the one who needs to take some responsibility here. If she is so worried about not seeing certain patients then it is HER responsibility to devise a system so that she doesn’t see them.

She could very easily have told the people in front not to schedule her with certain patients. Then it could have been prevented from the start and the patient never would have been scheduled with her in the first place. Instead she is trying to shirk the responsibility of HER pregnancy onto a stranger.

It really sounds like you need to start your maternity leave now. You are concerned about your unborn child, as you well should be. Nobody blames you for that. But you said it best yourself “Why would I want to have to keep having to worry about illnesses pregnant woman shouldn’t be around if there are other options.” You are in a pediatric clinic, you are surrounding yourself with sick children. I don’t understand what you expect?

ITA with all of this post. As much as I would like to think I am a responsible person I doubt I would remember that I needed to avoid someone in my GD's dr office if Kady was sick.

 

[nuttylawprofessor]

I asked, "Is he the one with a history of Herpes?".


I am not even that mad at GM, but I just think it is a sad case of how selfish people can be, when we (Healthcare providers) are doing the best we can. I work where ~80% of the patients are Medicaid, and a lot of them do have a sense of "entitlement", like we are just there to serve them.

There is no way to sugar coat what you said. No matter what sweet voice you could have used, the way you phrased the question was rude. Grandma and grandson are ENTITLED to compassionate, thoughtful care. Your pregnancy is your responsibility, not grandma's.

You said that you apologized. Did you apologize for not seeing the child, or did you apologize for your words? There is a big difference.

Though you may have decided to not come back to this thread, I hope you do. As a PP said, the reactions that you see here are probably representative of what your patients and their families would think about your bedside manner. Hopefully, though, you were just having a bad day.

 

[DizBelle]

1 - the way that I read the OPs description of how she handled the situation once she had walked in the room (which is my interpretation and not necessarily how it actually happened) is that maybe she could have handled it better.
2 - The scheduler should have ensured that this patient was not scheduled with someone that shouldn't see them. Not the patient.
3 - GM should have simply understood that it was a mistake that the PA walked in the room. She knew that the PA wasn't supposed to care for them.

 

[Mouse House Mama]

1 - the way that I read the OPs description of how she handled the situation once she had walked in the room (which is my interpretation and not necessarily how it actually happened) is that maybe she could have handled it better.
2 - The scheduler should have ensured that this patient was not scheduled with someone that shouldn't see them. Not the patient.
3 - GM should have simply understood that it was a mistake that the PA walked in the room. She knew that the PA wasn't supposed to care for them.

I agree with 1 and 2 but not number 3. The PA was rude and it is not the problem of GM to remember the current condition of the people in the doctor's office. When I call the Ped to get an appointment because my kids are sick the last thing I am concerned with is how the doctors are feelin etc. I am concerned with getting my child taken care of. That is the job of the Peds office. I am not their doctor. They are mine. Yes, they are there to serve me. That is what I pay them for. It is not charity. If you don't want to be around sick kids then you need to find another career because working in the peds office is going to guarantee that you will be around sick kids.

 

[okeydokey]

As a PA you should know that herpes simplex is NOT airborne. If you use good technique and wash your hands before and after examining the patient, you will not get herpes. The combined incidence in the general population of herpes simplex I and II exceeds 80%. If you are that anxious about contracting an infectious disease, maybe its time to start your maternity leave.
I covet my tax dollars as much as anyone, but it is NO ONE'S BUSINESS how a patient's bills are paid. I would hope that you would treat the Medicaid patient with every bit of respect that you would treat your self paying, Blue Cross Blue Shield patient as well as your "dead beat" patient. When someone brings their sick child to you for care, you are there to serve them. If you aren't; find another job. Yes, you owe the family an apology. Your attitude conveyed disgust, even if it wasn't your intention.

Nicely said!

 

[lillygator]

Well said!


And also OP ~ have a sense of "entitlement", like we are just there to serve them ~ Seriously??? This has somehow caused confusion for you?

Yes, you have chosen a profession where it is your job to serve people.

You made it a point by bringing it up in a negative context.

wow...you were pretty rude. Had that been me I would have immediately had a few choice words for you and would have marched back to the front desk and ask to speak to your supervisor. That is certainly no way to speak to a patient in your care. I would be looking for another place to take my child as well.

yes, and you brought up the Medicaid issue...that was not necessary to the story.

eta...took out a quote, must have quoted the wrong post as I thought I had the OP.

 

[KandD]

OP I know that you said that you weren't going to read anymore but just in case you do...

I understand your frustration and it was probably just one more crappy thing that happened after a day of crappy things and then your dr. didn't back you up and wanted you to apologize BUT look at it from the grandmother's point of view. When she called for the appointment I'm sure she never even thought twice about taking it. Your front desk staff should be responsible for who they book in your schedule. Is an apology necessary? Yes. And as a mother to another mother she might just understand and have compassion if you explained that you are worried about your unborn child and you never meant to take it out on her or her grandson. From your posts it appears that you have apologized but you probably should have cooled off a little before doing so to allow yourself to step back and look at it from the patient's point of view.

I think your practice needs to look at implementing some sort of policy regarding booking certain types of illnesses with you or the other PA because let's face it...you work with sick people! That is your job! Some type of screening needs to be done by the scheduler to assess whether or not it is safe for you to see a patient or not OR you might just have to do well visits for the remainder of your pregnancy (is that is even an option).

Good luck with your pregnancy and I hope everything works out.

 

[DancingBear]

Think of it this way: If I'd contracted H1N1 that night, and brought it to my children, there was the (minute but present) possiblity that they could have died. My kids could have died all because Mr. and Mrs. H1N1 didn't want to be "offended" or "labled".

I don't understand--did they tell you that was the reason they didn't tell the dispatcher?

 

[declansdad]

Sorry,

I think you were rude. You are there to serve people and you will see people who are sick. You are in a healing profession, if you don't like it, switch to something else.

If I was the child's parent, I would be expecting an apology from you and the doctor.

 

[declansdad]

As a fellow healthcare provider, I can certainly sympathize with your handling of that situation. What many people can't remember is that we are of no help to the public if we become ill or injured ourselves while dealing with a problem.


Case in point - and boy, it's a biggie. About a month ago, we were dispatched (at about 2am) to a call for "nausea and vomiting". (Yes, more people than you think call 911 simply because they "threw up". It's YOUR tax dollars hard at work). I disregard the engine (who was also dispatched to the call), and we head to the house. When we arrive, I approach an adult female in the kitchen, with family huddled around her. Nobody's saying too much, so I kneel in front of the woman, to speak with her. Apparently, she's been nauseous lately due to night-time drainage, and vomited during a coughing spell.

...it's at this point when the husband tells me that they and their two children have recently been diagnosed with H1N1.

For a nanosecond, I consider backing away. Terribly fast. Then I realize that I've been in too close contact with her for too long of a time already. If I've got it, I've got it.

After I explain what's going on with her body, we transport her to the hospital. (once again, your tax dollars....) En route, I contact the hospital, to let them know that we're coming. Of course, THEY all have the time to don masks, etc. This woman and her husband did seem a bit taken aback when I asked them why they didn't tell the dispatcher on the phone that there was confirmed H1N1 in the house. The dispatchers could have told us, and we could have donned masks before entering the house, thus minimizing our exposure. But, as it was, I cought a faceful, because all the dispatchers knew was that someone threw up (once) - not criteria for masks.

Think of it this way: If I'd contracted H1N1 that night, and brought it to my children, there was the (minute but present) possiblity that they could have died. My kids could have died all because Mr. and Mrs. H1N1 didn't want to be "offended" or "labled".

Much kudos and hugs to you, Amy! I totally understand where you're coming from! WE have US and OURS to think about, too. Scene (and provider) Safety is our first priority. Without it, we are no good to anyone.


(....and while I'm running with this rant, will people PLEASE stop calling 911 for:

- ingrown toenails
- the common cold
- "burns when I pee" for 4 days
- "I'm drunk"

...I could seriously go on. These are the people who are taking up the time of YOUR LOCAL EMS, while your neighbors or loved ones are having a heart attack or stroke......)


mkay, thread hijack is over. thank you for your time. I'll step off my soapbox now.

With an attitude like this, I wouldn't want you showing up at my door.

 

[Crystal0608]

I don't think the g-ma is in the wrong here. When my kids are sick, I call the peds and THEY set up a work-in appt. It sounds like if its a small infant with other health issues, it was probably a last minute work in. At our office, they put us in a room and we don't know or care what doctor is until they open the door for work-ins.

If a doctor (or pa) walked in with me trying to get medical assistance for my sick child and said what you did, I would want an apology and I'd be pretty pi**ed. My kids get a form of medicaid after my dh was laid off and I'd change my ped office in a heartbeat if I thought it affected their healthcare. It's also not the child's fault they have a health issue, they are at the doctor's office to be treated and for the staff to handle who can and cannot be around that child. Sidenote: I also wouldn't want a medical professional to post about my child on an internet board either, but that's just me.

 

[Disney Doll]

Well said!


And also OP ~ have a sense of "entitlement", like we are just there to serve them ~ Seriously??? This has somehow caused confusion for you?

Yes, you have chosen a profession where it is your job to serve people.

No, healthcare is a profession where we care for people...we don't serve them. I am not a servant.

It's a big difference.

 

[jodifla]

You are in health care, and you think it's all about YOU??? You have GOT to be kidding!

When my DS is sick, HE is my top priority, not YOU.

There's a million things you are going to be exposed to as a PA. That's the job! Good thing most kids are immunized these days.....you aren't seeing measles, mumps, rubella, polio and all the other things that would be quite bad for you.


It just goes to show too many people are getting into health care NOT because they want to take care of people, but because they think it's a solid job.

You could have saved yourself a lot of grief by your initial approach.