Antonina:

Regarding faxing a doctor's office (especially if it's a BIG practice). I have done this. And the doctor never got the faxes. It doesn't go to him immediately by the way.

Fax machines are usually in some back room (absolutely every one of my doctors, have their fax machines in a back room). The staff has to go and check ALL THE FAXES, and sort them out, and find which fax goes to which doctor.

Now if you have one doctor in the office with one staff person, well, that's a whole easy thing going on there.

But, let's take for example, the orthopedic department of Beth Israel (where we went last week).

We are talking Many doctors, many various office cubicles, many staff members, many department heads, many this and many that. And if you have one fax number, well FORGET about the doctor ever getting the fax. He MIGHT, and then again, HE MIGHT NOT!!!

And calling to speak to a doctor (very rare to get them on the phone initially). I got lucky the other day when I phoned Alan's doctor. AND THAT'S A BUSY OFFICE, BELIEVE ME.

In Alan's primary docs office, there are two doctors, with about 10 girls in the reception area, doing different stuff. Like HMO calls, billing, stuff, answering questions, taking blood. I would never fax that office because he would never get the fax. I've tried this, I tried calling after I faxed and I was met with "you faxed us?? when did you do that, the fax machine is at the other end of the office".

Now one would think. "this is 2008", why isn't their fax machine right up there next to the phone, in the reception area??

Because the fax machine would be going all day long, and driving everybody crazy, (but that's just my train of thought).

And the only doctors I know that does emailing is my dentist, and Alan's ortho guy. Alan's ortho guy has an email address but I rarely correspond this way. You have no idea how much spam that people get in their emails. That's why doctors today really don't like to do emails. They have to either sit down at the computer, and sort out their emails, or they have to have their secretaries do this for them. Not good time management.

When I take a blood test, I am told to call in 3 days. Then they will either fax me the results, or I can go and pick it up. They also say "if there is an irregularity, that's the only time the doctor will call you back and speak to you about the results". "But if you want to make an appointment and come in and go over your results, well that's fine".

So the message I'm getting on this is "we'll call you only if we find something wrong with your blood tests".

But the nonsense that you were told about "He can't discuss blood tests results with you over the phone", well, that's just plain bull *****.

I do not understand why you were told this.

I have always spoken about blood tests over the phone... ALWAYS.

So I wish you well on your journey of result gathering.

Best of luck.

Melody

Hippa is very misunderstood by doctors offices and hospitals. I have been told that i would have to sign a release to authorize myself to receive copies of my tests at a number of doctors offices. In 2003 when the law had first taken effect i went myself to the emergency room of North Shore Hospital for chronic asthma for 5 weeks 24/7. They admitted me and i asked them to call my wife and tell her and they said they couldnt do that under Hippa. I said i'll sign something , they still said no so i just grabbed the phone off the desk and called myself.

Melody, you've captured the faxing mish mash very well. I've had all the back & forth you've experienced. The diabetes md is a solo practitioner so I don't think the fax would be as likely to get lost as it would in a group practice. I think, however, that the rude office jerks would somehow "misplace" it. A little paranoia is creeping into this whole situation.

Nide, you are truly lucky. The only md who ever responded to my email is the friend of a friend and so would maybe ignore it if not for fear of pissing off our mutual friend.

HIPPA looks like it's a nightmare to understand. Hey Joe, you were smart to get on the phone yourself. Luckily, you were not out of it and unable to take charge.

NEVER underestimate the passive aggressive helpers in a doctor's office!

My husband audits them...they are very underpaid and in return their egos
grow in a compensatory fashion.

My Doctor's office has some doozies!

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.?

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.