Question:
Has anyone had a problem with their surgeon's staff like this?
I am livid right now. My sister and I have been scheduled since October to have WLS at the end of January. In Mid-December I called the program director to give her some different insurance information and she informed me that the doctor may have a scheduling conflict on our surgery date. She informed me that he likes to teach people how to do the surgery and he "didn't spend all his time in the classroom just to spend every waking moment in the operating room." I asked if he is unable to keep the date - do we have an alternate date yet. She informed me that she did not, but would know something by that Friday and if I didn't hear from her to assume that "no news is good news. . " The following Monday I called her just to double check. I needed to reschedule vacation time, husbands vacation time, and figure out what I was going to do with my children if we changed the date. She informed me that she still didn't know and that the doctor wouldn't be in for two weeks (Mid-January). I wasn't very happy at that point. Prior to calling her I had just found out that my friends sister had just been called that morning and was given a surgery date for early January. Without being blunt I indicated that if anything came open sooner than the end of January - I'd be happy to go (she didn't know that I knew about the friends sister). She also indicated that the criteria for the program had changed and that I'd have to meet with the surgeons assistanct to make sure I still qualified. She informed me that the surgeon no longer meets with the patients prior to surgery - but rather the assisting physician meets with the patients prior. I'd had some other concerns prior to this. . .I was initially denied by my insurance company - so I pursued an appeal - and within two weeks was approved. I called the doctors office to advise that they would be getting a letter indicating the approval and the program director informed me that they had disposed of my file already as they "get 20 applications per day and cannot keep all of them. . ." Her whole attitude made me feel like I was nothing more than a number. After the whole "date" issue - I elected to check out another program and physician. I guess I was searching for some validation that I was making a good decision with the previous physician. I felt really good about my physicians "track record" and surgical competence I just was not comfortable with how I was being "handled". Were all programs like this? Was I being to particular? I met with the second physician - and he was okay. . .the front end stuff was dynamic!! The followup by his office was absolutely great! But, he was just okay. He had only done 1/5 the surgerys as the first physician. So, by this past weekend I had made my mind up to move forward with the first physcian (by the way he's the only one that does it laproscopically in my insurance network) Guess what? I get a call from my sister this morning. Our doctors program director called my sister to find out what's up with me. Why did I go see another doctor? The program director indicated that Dr #2 called Dr #1 to inform him that I had been at his office. Can they do that? and Why would he do that? The program said that Dr #1 was very upset and that he wanted to "kick me out of the program". . . but she was able to talk him into keeping me in it. She also asked my sister if I was planning on keeping my Jan 30 surgery date or if she needed to rebook it. She (the program director) also wanted to know what my sense of urgency was. . .why did I want to have this surgery so quickly - she mentioned that there was a concern that it may border on some type of psychiatric issue. Needless to say - I am livid! Why was my doctors office discussing my issue with my sister? Is that even legal? I hardly consider trying to work the "mechanics" of my personal schedule a "psychiatric" issue. Why didn't the program director call me directly? My sister thinks that the doctors did not contact each other - but rather her coworker (that also had the surgery through our doctor) phoned the physicians office to inform them that I was looking elsewhere. She had been grilling my sister for the doctors name etc. . .late last week. . . Any feedback or advice. I want to call the program director and just say "what's up" is there something I can clarify? Let's talk about your concerns? To me this is a lifelong comittment with a physician and his office. . . .I can't go into this without a good rapport with them. . and they with me. . . any advice? — [Anonymous] (posted on January 3, 2001)
January 3, 2001
Wow- you have every right to be livid. I have not yet had my surgery,but I
certainly would not tolerate being treated in that manner. You are a paying
patient. I think what they did is totally unethical and would certainly
file a complaint (maybe the AMA?) And if what they did is considered legal,
well it shouldn't be. I would confront her and ask her what her issue is
with you. Professionals do not act in that manner! It would seriously make
me reconsider using that surgeon! And as far as the office tossing your
file because they receive 20 or more applications per day and "cannot
keep them all" shows a lack of organization with in their office. I
would think twice about using them. There are plenty of other doctors out
there- don't limit yourself to one like him.
— Cindy K.
January 3, 2001
Perhaps this doctor and his facilities doesn't need the extra $40,000? I'd
find one who does, and treats you with the compassion you deserve. Or, is
there another Program Director or Patient Rep you can deal with? I don't
know, I just wouldn't have the patience to deal with such shoddy treatment
and would take my money elsewhere.
— Allie B.
January 3, 2001
I would not give another minute of my time to these bozos! There is no
excuse for their treatment of you. I would RUN to another doctor and
clinic. These people are not fit to treat insects!
— jane W.
January 3, 2001
My surgeon's staff was wonderful. I am thoroughly convinced that they have
my best interests at heart. If you are having ANY doubts, go somewhere
else. Like you said, this is a lifetime committment and I believe you need
the support of your doctor and his staff in order to have a successful
weight loss. It sounds like you are getting a lot of "he said, she
said". If I really wanted to use that surgeon, I would call the office
and find out what the heck is going on and not listen to others. But I
can't help but wonder if this is the right place for you???
— marciejayne
January 3, 2001
Long before I ventured in WLS I had an experience where I found an
excellent internist that I liked quite alot. Unfortunately her office staff
left alot to be desired. When I went in for a physical and had a $780.00
bill, I asked that they submit it to my insurance company first because the
insurance covered annual physicals. BTW, I was a graduate student living on
grants and loans. The receptionist informed me that "we didn't treat
your insurance company" and she wanted payment immediately. I excused
myself and returned to the examining room area. There I informed the doctor
that while I found her very competent, I would not be continuing with her
because I refused to be treated rudely by her staff. I then left and never
returned. I mailed a check later that day.
— Nanette T.
January 3, 2001
While I was reading your post I was sure that you are going to the same
place I WAS going to. Anyway, I had some of the same problems, ie: the
program coordinator handling everything; me not being able to see the
surgeon until SIX MONTHS after my initial consult, feeling like I was held
captive there, unable to contact my insurance or other surgeons for advice.
Anyway, after five months I flew the coop. I contacted another bariatric
surgeon and am now scheduled for an open RNY after only six WEEKS from my
initial consult. I wrote a short letter to the program coordinator telling
her exactly why I left their program.
I sincerely hope you have the option of finding another surgeon. This
one sounds like he does not have your best interest at heart. There is no
reason for you to tell feel wrong in consulting another surgeon or
physician. It is in your best interests and is very common practice. My
advice, for what it's worth, is to start anew with another surgeon. Don't
tell the program director what you're doing. It is none of her business.
After your insurance approval and surgery date with the new surgeon, tell
the program director that you are no longer in need of their services.
I also think that it is illegal to speak about someone's medical care
to a third party. The program director should not contact your sister to
talk about your medical condition and your procedures.
Please let me know how you're doing. I hope everything works out for
you!!!
— [Anonymous]
January 3, 2001
I doubt seriously that Dr. #2 called Dr. #1. And it IS highly illegal for
any doctor to call your sister and ask her any questions pertaining to you
unless you signed a release form specifying her name. You have grounds for
a very good lawsuit!!! Talk to a lawyer. You might be able to get your
surgery for free!!! LOL Your sister is probably right about the nosey
co-worker. Does Dr. #1 know that his office even called your sister? It's
a good possibility that he does not and it sounds like maybe someone in his
office might have been getting nervous about losing their job for the way
they were handling your case. You need to talk to Dr. #1 directly, but
before you do, consult an attorney. Initial consults are usually free. At
any rate, Dr. #1 needs to be made aware of what is going on within his
office! He might not have a clue. Communicate!!! Good luck to you! :-)
— SnowWhiteDove459
January 3, 2001
Sometimes any office staff can get a little snotty. They forget that they
are a business and we can take ours elsewhere! BUT, in this case, they
obviously do business this way as a matter of course. One wonders if this
is how they treat you when they are trying to win your business, how will
they treat once you'v ehad yoru surgery there and have a problem, minor or
major..........? Personally, I think your haste to have surgery can be
explained in one of two ways. #1, you are tired of your comorbidities and
are ready to be healthy. #2, you've waited long enough now, through all the
games, time to get it done. EVERYONE wants it done yesterday, that's
normal. So, one then wonders, how fast CAN you run presently? Not to #1,
not to #2, whom I would at least question, but to #3, even if it means some
travel. Being stuck with a dud surgeon who is too busy to talk to you, and
whose staff is too busy to schedule you is seriously bad news and does not
protend well for your success.
— vitalady
January 3, 2001
Ive been having the same problem, I was told my surgery would be the 1st
week in Jan and now the woman handeling the surgery schedule said there not
even working on the feb schedule yet!!! It just made me so mad because i
had all the plans for that 1st week of Jan and now I dont even have a
date:(
— [Anonymous]
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