Thanks Mrs. D for validating what I thought was mostly my problem. The two who work for Dr. J are undereducated and probably underpaid. It's pretty clear that they regard patients as necessary evils. And because they are not entirely answerable to the doctor (I think the hospital pays their salaries) they can pretty much run the show as they want.

What kind of auditing does your husband do of support staff? Does it evaluate their performance/skills, etc.?

Doc's Staffs
 

Antonia, I've had some "interesting" experiences with docs and staff and confidentialiality issue - and have found pretty much that the docs who treat their staffs the best, the staff in turn treat patients better (as in any job really)... if you see constant turnover in an office - its a sure sign something is really wrong... if you hear a lot of complaining - it usually starts at the top - happy employees are loyal but not usually nasty, instead they strive to do the most they can to help their doc out by getting info for them, etc... (I try to listen very carefully to staff when in the office and if its a new doc prior to even making an appt, ask what type of person the doc is - rushed, how much time will I get, etc.) (another good indicator of good doc and loyal staff - ask the staff how long they have been working for the doc - the longer the better - that means they are happy employees and a positive environment).


Everyone has a bad day occasionally of course - and need to follow policy - but if they are consistently rude - theres a reason.... there was no need to make a nasty remark to you - instead if it is policy to make a return visit - they should have said so.... also, I've had docs I've both communicated with by email and fax.... and others by phone - if they dont give their e's obviously they dont want to hear from you! (90% in my area do not) I've sent faxes - only to be told by docs to please call them instead - they dont have time to wade through paperwork - instead the office staff can ask them questions directly and either they or the doc call back..... (and they do follow through)..... As far as HIPAA - yes, it seems that sometimes it is up to open translation.... I cannot get copies in my area at all of any test results (of any kind) except from a doctor - not a test center.... on the other hand - I find sometimes docs are very loose with your personal health info and share it with those they should not - I now specify in my chart as a new patient the only people that my medical status may be discussed with. (of course docs do discuss patients with each other, inappropiratey or not - and we cant stop them on that)!

Want to know what I've noticed. (Now this doesn't happen in ALL offices, but it happens enough).

It's the young ones. The one's who are there for the summer, or that their mother told them "get a job",

The ones who are polishing their nails and when you approach them with a smile on your face and you ask a question such as "What is your fax number, or do you do email"?? They look at you as if you have lost your mind, or they give a big SIGH!!! like they are talking to a neanderthal

It really bugs me, the way the young ones treat the older patients. No respect, no compassion, and definitely no patience.

Don't believe me?? (and this happens ALL THE TIME IN BANKS).

The next time you go to the bank and you are on line, watch how some of the young tellers (it's probably their first job), treat the elderly people on line.

I encountered this and one day I acted upon what I had just witnessed.

There was this little old lady at the teller window. She had just asked a simple question and the young girl went completely off on her. The elderly lady just stood there not knowing what to do. The rudeness just blew me away. When she finished her transaction, and walked away, I was next at the teller window. I was greeted with a big smile and she actually looked at the lady leaving the window and she rolled her eyes, as if to say "look what we have to deal with". (I was about 40 at the time).

I looked at her and said "do you have any idea how rude you were to that woman?, why on earth do you think you have the right to diss ANYONE, let alone an elderly woman. She might have just lost her husband, do you even EVER THINK ABOUT WHAT COMES OUT OF YOUR MOUTH??'

She just looked at me, (she really had no clue what she had done, or the severity of it). I politely leaned over and said "EVERYBODY DESERVES RESPECT, THAT IS YOUR JOB". She apologized. She was chastened.

Best thing I ever did.

very good Melody, i can just picture it. Ha ha. Many people have no shame anymore.

I think they are queen bees in the making!
 

I have had to deal with young women as techs myself.

The more they are temperamental, the more conflicts they have with their own mothers, the more they cannot see past their own nose.

There is a type...who once I train them on the computer--- they think they have become THE PHARMACIST.... it is a power thing. One manager where I used to work, called it The Computer Orga$m. We used to laugh at that one.
( I hope I can say that here). This type will stand at the computer and refuse to wait on customers or answer the phone. If you try to correct you get the massive EYE ROLLS! One gal did that to me so much over an hour I had to threaten to send her HOME. Most of the time I was temping there so I do not have managerial power. It can be very frustrating.

And just so you understand, I did have one young man who was afflicted with this problem as well. I caught him giving advice on the phone, and telling a woman he would NOT fill her RX (it was refillable). When I called him on that --his response was "I don't like her". Well, I called the district manager and reported him (this young man also had cell phone-itis which was distruptive) and he was fired. (I didn't get to do it however). This young man also made a crack loudly about an AIDS patient, so his goose was cooked very quickly. Typically the girls are not quite this bad, just massively irritating.

I've had a few older ones too, so I don't think it is always age related. It appears to be narcisisstically related and entitlement issues. It is very related to how they behave at home, IMO.

Employees
 

Yes, slightly O/T - but gotta agree - in many cases there is a real entitlement attitutde towards what is expected now in the workplace - lots of benes for little work.... those who are going to succeed in the future are easy to spot - they try harder - and project their wish to succeed in all they do - and they will stand out and move ahead.....

As for tellers - I guess I've had good luck with them - but I was a min wage teller at one point for a short time while in college... short time cause was robbed at gun point twice and being paid practically nothing was sure not worth it! (we didnt have windows to proctect us back in those days from the "crazies" - and got the heck out of that job to literally save my own life....) I also have some sympathy for them!

Letting someone know they are being rude when they are in a nice way - a good thing! There are so many jobs now also where there is absolutley NO accoutability it feeds this notion - dealing with phone service people who are not required to give out id's etc... they can do whatever they want! I have a drug plan now that they know their supervisors can listen in whenver they want - and I get great service - amazing diff from the last group!

Just had to make one final comment.

When I was in my early 20's, I was an executive secretary. I had to train a woman who was in her 50's. I thought she was ancient, now how stupid was I??

Maybe it has to do with my age?? I don't know. I also NEVER got along with my mother. So maybe that played a part.

I was impatient, rude, and I also, (along with the others), made fun of her.

I could kick myself but that would have no bearing on my behavior way back then.

All I can tell you is that, as I matured, and as I watched MY FATHER deal with people, I myself learned how to treat others.

My mother was rude, overbearing (for example, when she was selling her house in Florida, a couple in their 70's came to look at it, and my mother turned to the lady and said: "why on earth do you want to buy this house, you are old??" I kid you not, she said this.

So this is the person who raised me.

Thankfully, THIS IS NOT HOW I RAISED MY SON, I can assure you of that.

So I was just remembering how thoughtless I was at times, when I was 21 or so.

Thankfully, I grew into my skin, I grew into my brains, and I stopped doing that kind of behavior.

I only wish that someone would have pulled me aside when I was 20 and put me in my place. I woudn't have wasted so much time being rude and thoughtless.

No one called me on it. We were all young at the time.

Sorry to go off topic, but I just had to say this.

I have a conversation about today’s youth periodically with a former colleague who teaches at the City University of NY. The gist of our talks usually results in our unfavorably comparing today’s college kids with those of our youth. I think it’s what the older generation does. We look back through rose colored glasses and see only the positive. But I recall all the times I was late with term papers, cut classes, didn’t read assigned texts, etc. And let’s not even discuss my work ethic. I didn’t really “get it” until I was in my mid twenties and out in the world where one’s performance is judged by different standards.

I’ve found that medical support staff is mostly comprised of twenty somethings with poor communication skills and a pretty crappy work ethic. They’re mostly marking time. I think if a doctor is cutting corners and doesn’t hire a PA or a nurse to field patients’ questions, you are at the mercy of nail polishers, text messagers, cell phoners, etal. Maybe that’s a reason to look elsewhere. NYC has tons of mds.

Melody, I too cringe when I recall how unfeeling I was towards the elderly when I was a 25 year old hotshot. I remember being so annoyed when older shoppers in supermarkets who couldn’t make out the prices had “the nerve to ask me to read it for them.” No one ever taught me about having some compassion for those with failing vision, poor hearing, etc. The only lessons I learned were from achieving some maturity and then having those self same disabilities.

But the bottom line: if Dr. J’s support staff are so clueless, shouldn’t I try to find someone whose gatekeepers may be slackers but at least are civil. And maybe their incivility runs from the top down.

Mrs. D, I think these two airheads are indeed on a power trip. They have to get their jollies somewhere; why not get them at the expense of sick people?

I think it's related to how they were raised...or not, as the case may be. None of my kids would *ever* be rude to anyone, such as has been described in some of these posts. I would never act that way towards anyone no matter who they were or their age. I taught my kids the same things. Whatever happened to teaching the golden rule? You get back, twofold, whatever it is you send out, positive and negative.