Originally Posted by dillywho (Post 1414647)

Yesterday, we had an appointment in Leesburg with our primary doctor for my husband's follow up after hospitalization. Our appointment was for 3:00 and we got there around 2:15. We were early by a long shot, so no problem.

At 2:30, this lady comes walking in, gives them her name, and announces, "I'm late." No reason given for being late, just "I'm late". The lady behind the window tells her, "Yes, mam. Your appointment was for 1:45, so we will have to reschedule you."

"Why?"

"Because we have 4 other patients that are here on time for their appointments. Taking you next would not be fair to to them or to the doctor for backing up the entire remainder of his schedule."

"Well, I ALWAYS have to wait an hour in here, then another hour when I go back to see him, so what's the big deal? I suppose that doesn't work both ways, huh?" (We have NEVER waited that long to see him, and he has been our doctor for about 10 years. Close, but never. They always apologized and explained the reason; emergency, longer than anticipated hospital rounds, etc. He would always apologize as well.)

"I'm sorry, mam, but you will still have to reschedule."

By then, I had just about had it with her! I told her, "Look, this is a doctor's office. Some appointments take an hour, some take an hour and a half, some take 15 minutes. He gives each of his patients whatever time they need. This is in-between fielding hospital calls from nurses concerning his patients there, sometimes."

That lady just gave me a dirty look. Then with a big sigh, got rescheduled and left. Totally beyond rude; not only to the receptionist, but to the other patients ON TIME, and the practice.

This is exactly why I will never have another HMO because they are only allotted so much time per patient. This is not the case with PPO's, which is what we have. We don't have to say "mother may I" to choose our doctors, either. Our doctor recommends, but we do not have to take his recommendation. If the specialist's office we choose requires a referral, he submits it. We try to use doctors within our network because of lower co-pays or already having a history with them.

Yes, we did have a longer than usual wait because we were 45 minutes EARLY. Absolutely no problem. We did not expect to "jump the line". We were early by choice, so that barring anything unforeseen, we would not be late. Some who came in after us were seen first only because their appointments were scheduled ahead of ours. A couple of patients were there when we left.

Originally Posted by Taltarzac725 (Post 1414978)

Sounds like what you said to this woman was very reasonable given the situation. I avoid personal confrontation as much as possible so probably would not have had the guts to speak up against the lady in question's actions.

Originally Posted by golfing eagles (Post 1415004)

And now 2 cents from the other side of the counter:

I don't need or want patients in the waiting room getting involved with other patients at the window. We had a post and sign for those waiting at the counter to stay back. There are very strict HIPPA privacy laws with huge penalties if a provider does not take certain minimum steps to ensure privacy. While "I'm late" is not covered by HIPPA, you never know what else could be said and construed as a violation.

My receptionists were professionals, very well trained and knew how to handle almost every situation, up to and including an armed intruder, a bomb threat, and a hostage situation. They did not need any help from the "peanut gallery". A rude patient???? Happened 5x a day, and our providers ran within 10 minutes of the scheduled appointment 95% of the time. Last thing we needed was amateur involvement inflaming the situation or violating HIPPA.

Originally Posted by golfing eagles (Post 1415004)

And now 2 cents from the other side of the counter:

I don't need or want patients in the waiting room getting involved with other patients at the window. We had a post and sign for those waiting at the counter to stay back. There are very strict HIPPA privacy laws with huge penalties if a provider does not take certain minimum steps to ensure privacy. While "I'm late" is not covered by HIPPA, you never know what else could be said and construed as a violation.

My receptionists were professionals, very well trained and knew how to handle almost every situation, up to and including an armed intruder, a bomb threat, and a hostage situation. They did not need any help from the "peanut gallery". A rude patient???? Happened 5x a day, and our providers ran within 10 minutes of the scheduled appointment 95% of the time. Last thing we needed was amateur involvement inflaming the situation or violating HIPPA.

Originally Posted by blueash (Post 1415033)

Was reading elsewhere and found this line, which seems to apply to the thread

One of the greatest joys of adult life is quietly disapproving of someone else’s choices while simultaneously congratulating oneself on exhibiting restraint.

Of course the fact that I'm commenting would suggest I too am missing that great joy. Hmm, a paradox.

Originally Posted by golfing eagles (Post 1415004)

And now 2 cents from the other side of the counter:

I don't need or want patients in the waiting room getting involved with other patients at the window. We had a post and sign for those waiting at the counter to stay back. There are very strict HIPPA privacy laws with huge penalties if a provider does not take certain minimum steps to ensure privacy. While "I'm late" is not covered by HIPPA, you never know what else could be said and construed as a violation.

My receptionists were professionals, very well trained and knew how to handle almost every situation, up to and including an armed intruder, a bomb threat, and a hostage situation. They did not need any help from the "peanut gallery". A rude patient???? Happened 5x a day, and our providers ran within 10 minutes of the scheduled appointment 95% of the time. Last thing we needed was amateur involvement inflaming the situation or violating HIPPA.

Originally Posted by Wiotte (Post 1414971)

I was taught to hold my tongue if I don't know all the circumstances. No one knows what the late lady might have been going through in her life.

Originally Posted by rubicon (Post 1414943)

Let me be clear my comments are not directly directed at the OP but the actions taken by the OP.

Once again "Rules of Civility and Decent Behavior In Company and Conversation" explain the error. The OP was not a party to this business discussion.

We are all different and in this specific situation reticence by the OP was required because all the OP did was add fuel to this fire.

One poster describes the OP as "always being...." I would like to believe that I am "always.... but that is an absolute and thus not humanly possible "generally"perhaps but not "always".

This poster also identified the OP as a retired RN and that explains the OP response the Op was in essence defending the medical community and hence defending his/herself. The type of facility was of no consequence because the issue was a missed appointment

In some medical offices a missed appointment means being charged the cost of the appointment.

Originally Posted by rubicon (Post 1414943)

Let me be clear my comments are not directly directed at the OP but the actions taken by the OP.

Once again "Rules of Civility and Decent Behavior In Company and Conversation" explain the error. The OP was not a party to this business discussion.

We are all different and in this specific situation reticence by the OP was required because all the OP did was add fuel to this fire.

One poster describes the OP as "always being...." I would like to believe that I am "always.... but that is an absolute and thus not humanly possible "generally"perhaps but not "always".

This poster also identified the OP as a retired RN and that explains the OP response the Op was in essence defending the medical community and hence defending his/herself. The type of facility was of no consequence because the issue was a missed appointment

In some medical offices a missed appointment means being charged the cost of the appointment.