ARGHGHG OHSU strikes again! a rant

Well I have been calling the records person who I will not name at OHSU since January (every couple of weeks then once a month). I checked that all of my records were in etc. My Psych evaluation was finished the end of November but the psychologist was given the advice (according to her by the same records person) that waiting to send in the results until the new year would be fine as they would not be getting any new people through until then. I wasnt happy and did not follow the logic but waited until January to start checking to make sure the paperwork was all in order. I called in January and was told by the records person that my fax was probably on the bottom of a pile on her desk and to call back in a week. I waited two and called back and she said it was still at the bottom of the pile. Like others on the board I did get the "if i didnt get so many of these calls I would have time to get through the pile." I waited about 3-4 weeks and called again. She said that my paperwork was all in order and had been forwarded to the nurse practitioner and that it would be about a month for her to get through it and then another to get the insurance permissions. Well I called the nurse practitioner last week to check on the file. She did not have the file, she looked it up and told me that I was missing my PSYCH EVALUATION!!!! I was so mad. I have done everything I can do to make sure that all of my paperwork was in, had that confirmed only to find out that my file has been sitting in limbo for 3 months and that the records person lied to me about it repeatedly. The nurse practitioner did make some moves to call my psychologist and get the report but 3 months later is a bit over the edge I think. I don't know who you complain to at OHSU but I would sure like to file one. I have also debated driving down to the office, picking up all of my paperwork and walking it over to some other place. If I didnt think it would put me even months further out I would do it. I attended my first meeting at OHSU in July-they said that it was taking 4 months until surgery-yeah right-make that closer to 1 year. 4 months is how long it takes to get your records off of the bottom of a pile!!! I have hesitated to be too vocal on this very public forum but this has tipped me over the edge. I have left the record persons name off this-but if anyone knows where to lodge a complaint at OHSU im more than ready to do it with names.

Tina - I did exactly what you are thinking about.  I went to my various doctor's offices, got all my records together, and faxed the whole mess to them.  They kept telling me they were missing this or that, so I assembled it and sent it so they couldn't tell me they didn't have it.  Things progressed quickly after that.  I'm so sorry to hear you've had all this trouble.  My process went a bit more quickly than yours, but I had a different processor. Linda

I know who you're talking about.  That is HS, the newer Office Assistant.  I have had problems with her too and have e-mailed complaints about her to the NP. OHSU doesn't keep hard copies of medical records anymore and hasn't for 3 or 4 years.  Once the paperwork is processed onto the system, the hard copies are destroyed.  The only access to our medical records is thru the computer system.  Every exam room has a computer terminal. I have had to contact Patient Relations at OHSU for complaints about the ER and other clinics.  The phone number is 503-494-7959.  Tell them what you have told us in your complaint.

Another option, if you have OHSU "MyChart" online is to email Dr. Deveney or the NP's directly with your complaint and it is a permanent part of your chart!! God luck hon!!

Thank you for the suggestion, Tomi. Actually, those complaints about HS were e-mailed to the NP thru MyChart. Thank you again.

You have been patient enough.  One person should only be allowed to hold up the process so long.  I've been tempted at times to show up in person, but I didn't want to seem like a stalker or something.  I would repeat the above details to the patient relations people and also give the NP you spoke with the same info.  I know from my husband that everything at OHSU is on the computer for reference.  I would think there would be a way to request a complete hard copy of your file for your records.  It wouldn't hurt to forward a copy to the next person in the process, even if they are supposed to be able to get it on the computer. It shouldn't take this long.  Maybe the good news will be you do have a record that you have been in the system so long that once you get it moving again they will be able to move it along fast!?!  Keep it up and it will happen. Patty

Wow, all this is blowing my mind. Are we talking to/seeing the same people? This has been my experience with OHSU so far: Attended the info session in November. Heard about the sleep study requirement if BMI is over 50 (mine is), so went ahead and did that in December. Sent in the green form and had my primary fax in records, including sleep study, in mid-January. Got called at some point (don't have my notes with me) saying I needed to have my doctor send in two years of notes (apparently they didn't the first time). Got that taken care of. Got a call from HS in late February to make an appt to see the NP and nutritionist. Went up on 3/7 and saw Susan and Shannon. Had a very positive experience with both. Had some other tests done. Susan called back 3/12 and said I need to take calcium, Vitamin D, and some antibiotics because I tested positive for H. pylori. All I have left to do is lose about 15 pounds (and that's going very well, thank you!) and see the psych. Re my interactions with HS, all have been positive. She has always been pleasant and professional with me. FWIW, I have no major medical problems, and I have only one physician and all my records are in one place. I don't call them (OHSU), they call me. I sincerely feel for everyone that is having a tough time with OHSU; I know I'd have walked away if it had been that difficult. I just wanted there to be another viewpoint to add to this discussion.

Oh preaching to the choir...I am so sorry Tina! YEAH H.S. is a total waste of time and I am surprised she even has a job still. I would be fired if I treated my customers the way we have all been treated.  I did finally get my appointment with NP and Nutritionist for next Tuesday April 1st.   I have a sleep study scheduled on April 25th.  I still need a  psych exam..have no clue how to get that done yet. :( I have wanted to give up so many times with this place, I was hoping to have surgery late spring but now I don't have any idea when it will happen! Angela

My entire process was 4 months. I was totally on top of all the paperwork and made sure that I had copies of everything myself. I didn't allow others to "take care of things" for me in this the MOST IMPORTANT thing I will ever do for myself. I also worked with Tara (sp?) at OHSU, Susan & Shannon and maybe this made the difference for me. I called and made sure that they knew that I wasn't just sitting idle waiting for them to get around to it. They even submitted my paperwork to insurance faster than I could call to find out if it had gone!!  Sorry that things are so hard for you, really. I haven't been up there in about 6 months now but am planning on seeing Dr. Deveney for my year check up. Who is this HS person? Email me here on the site if you can, cause it looks as though one on wants to say this persons name.................