Irritated about making an appt.

RN2B2005 · Feb 26, 2003

I wonder where this falls under HIPPA? Does that receptionist really have a need to know for this info??

Receptionists and other clerical personnel fall under the same HIPPA regulations as everyone else; we may actually be MORE responsible for protecting patient privacy than the licensed medical providers, since we are responsible for chart creation, destruction, and tracking. In addition, we abstract CPT codes and review charts for completeness prior to submitting insurance claims.

To the person who has a PA that says your complaint is none of the receptionists' beeswax: Who do you think pulls your chart, files your chart, transcribes and proofreads the PA's dictation, does the insurance billing, etc.?

Buy a clue. Your PA was just trying to make you happy; it was "our little secret", right? Ha, ha. I guarantee you that the receptionist knew EXACTLY why you were there.

I don't understand the obsession with not telling the front-desk staff the reason for your exam. I've been a medical administrative assistant and receptionist since 1997, and I take your privacy as seriously as you do. I don't discuss patients in or out of the office, and believe me, nothing you say could shock me. On the other hand, I've heard nurses and physicians alike (not at my facility) make jokes and rude comments about patients--their clothing, their smell, whatever. And personally, the coworkers I have who are most cavalier about patient privacy are the doctors. :roll

RN2B2005 · Feb 26, 2003

Speaking from the perspective of five years' worth of medical reception experience (but, as you say, 'whoopdeedoo', right?) , I think the questions asked are perfectly legitimate. It might help if you understood exactly what goes on when you schedule a doctor's appointment.

First, I need to gather your demographic information--so I'm going to ask for your name, your date of birth, and possibly your social security number. Most clinics cross-reference your chart using your DOB, SSN, or both. In our clinic, the last four numbers of your SSN are your chart number.

I might also ask for insurance information--even if you saw me just last week, please try to be pleasant about it. Together, your name, SSN, and DOB are submitted to your insurance company BEFORE you arrive to verify coverage and to verify that no special pre-authoriztions for care are necessary. Insurance does change, and if we bill your insurance incorrectly because YOU provided incorrect or misleading information, we're going to send YOU the bill and let you sort it out with your insurance company.

Second, I'm going to schedule the actual time of the appointment. It's not as easy as just filling in a box, as you seem to think. Even if all of a doctor's time is divided into 15-minute chunks, all procedures and exams have other, mitigating factors. Some exams can't be scheduled back-to-back with others; some exams need to be done early in the morning; some need more than 15 minutes; others need prior studies (like if you come in to review an MRI) or reports from other facilities obtained. And, as I said before, we usually need to contact your insurance provider to verify benefits for your specific exam.

You don't have to go into details if you don't want to, but being abrasive and belittling won't help. Contrary to what you think, most medical receptionists are like me--college educated, intelligent people. When the receptionist asked you what was going on, she was likely looking for something--a definitive symptom, like chest or abdominal pain--that would allow her to override her schedule or reschedule another patient and get you in to see the doctor that day. She was trying to HELP you, and you were so busy being indignant you didn't even notice.

So, give me a short answer. "I've been bleeding for 10 days" is adequate; even "I'm having some female problems" works fine. I might ask if you've had a recent Pap smear or bloodwork, so I know if I need to schedule additional time for that. The answer you give me determines several things, including the speed with which you are seen, so be honest. In addition, an initial ICD-9 code will be assigned based on your complaint; refusing to give me a complaint might mean that your insurance is billed for a routine physical, which many insurers do not cover.

If you think it's urgent, TELL ME; for some reason, lots of patients hang up the phone angry because I'm not psychic and I didn't realise that the earache your son has had since last Friday is keeping him up at night, so no-one is sleeping. But if you think you need to come in today, make sure that it's really an urgent thing, and make sure that you are as flexible with time as possible--I might cancel or reschedule another, less urgent patient in order to get you in. Accept the first time I offer; being picky about time makes me think that it's not really that urgent. If you absolutely can't take that time, tell me why--kids, whatever.

I'm sorry you felt "fed up". I'm also sorry you think that non-nursing clinic staff aren't worthy of your respect or your time. I hope this post helps with this.

itsme · Feb 26, 2003

I did not know the receptionist determines how fast a patient is seen or is the one determining if a appt gets cancelled for someone else. The clinic we use is in a small town, we have no urgent care, those pts go directly to ER. As a nursing student you have more medical knowledge, here, the receptionist position is always in the paper, they just cant keep help. The qualifications are the ability to use a computer, and they give you a medical terminology class. No degree for medical secretary is needed. That is what bothers me. They do not require that specialty and just hire anyone off the street who can type. I think an actual medical secretary would be much better, just as a legal secretary would be better at a lawyers office. Oh well, just my opiniion!

ERNurse752, RN · Feb 26, 2003

RN2B2005...thanks for sharing your perspective. I never knew all that. :)

hogan4736, BSN, RN · Feb 26, 2003

RN2B2005...nice job...it seems that many on this board had no idea of the contributions of the "window peon"

kittyw was at the top of that list, and I hope that our posts have served to educate her and others like her, and you hit it on the head w/ that PA example...Many people will see your chief complaint (including the janitor, who in our clinic, will be translating EVERYTHING), and hopefully all will keep confident your personal info...It just seems that she is incabable of seeing that a janitor, or "window peon" could keep anyone's confidence...

sean

hogan4736, BSN, RN · Feb 26, 2003

Originally posted by kids-r-fun
hogan4736:

There are several current threads going right now regarding conduct on the board. One of them is the new terms of service. Posters are being repeatedly asked/reminded to take it off the board and into a PM when things become heated. Arguing and debating are not the same thing.

agreed, and thanks for the clarification, but if you reread (yes, i know some are quite lengthy :) ) my posts, there is nothing offensive or hateful that came from me...just a debate, and i question that it became heated...

Now "window peon" is hateful and offensive, and falls in the "heated" category, but was not generated by me :eek:

kittyw · Feb 26, 2003

Originally posted by hogan4736
RN2B2005...nice job...it seems that many on this board had no idea of the contributions of the "window peon"

kittyw was at the top of that list, and I hope that our posts have served to educate her and others like her, and you hit it on the head w/ that PA example...Many people will see your chief complaint (including the janitor, who in our clinic, will be translating EVERYTHING), and hopefully all will keep confident your personal info...It just seems that she is incabable of seeing that a janitor, or "window peon" could keep anyone's confidence...

sean

Sean,

I have tried to PM you so that any personal comments you want to make about me can be addressed to me. Let's try to keep this thread polite and friendly.

Apparently you have not read my posts on this thread. I have not called anyone names in this thread. If a patient does not want to tell someone their problem, then that person should RESPECT the patient's right not to tell.

When someone goes past that line, then yes we as consumers have a right to be irritated. That is my point.

Kitty

hogan4736, BSN, RN · Feb 26, 2003

Originally posted by kittyw
Sean,

I have tried to PM you so that any personal comments you want to make about me can be addressed to me. Let's try to keep this thread polite and friendly.

Apparently you have not read my posts on this thread. If a patient does not want to tell someone their problem, then that person should RESPECT the patient's right not to tell.

When someone goes past that line, then yes we as consumers have a right to be irritated. That is my point.

Kitty

my only real issue w/ you is that you didn't come out against the "window peon" comment. by all accounts, you agreed w/ that sentiment...That was offensive.

I have been polite, as my posts are there for all to see. I have reread them, and will stand by that. Yet you don't decry the "peon" comment as impolite????? That is hypocritical. I mean, really???? you don't see the irony of your outcry against me (for my impoliteness)

Yes, as a consumer, you have the right to be irritated, but reread RN2B2005's post. he/she said it much more eloquently that I. It was clearly outlined why basic info is needed, which many seem hesitant to give (which, yes, is their right)

sean

Nurse2bee · Feb 26, 2003

If you guys think that telling a receptionist your problem is bad listen to this. My college offers free DR. visits Well not free, but covered by one of those "fees" we pay each semester. Anyway, to make an appointment we have to call student affairs at the school and they ask you what the problem is. So not only does the whole Dr. office know your problem, but the school knows as well. Sometimes I feel like saying I have a nasty STD or other infection just to see them turn red and sputter:-)

Nurse2bee · Feb 26, 2003

Also I work as a cashier at night to pay the bills till I graduate. Me and the Korean guy I work with call ourselves peons all the time. We say the owner is the king and we are the peons. Sometimes you have to have a sense of humor about life. I think the whole window peon thing got a little out of control. Venting is venting and this sight is supposed to be for nurses right? It is called all nurses. I think that she was trying to inject a little humor and got ripped to shreds. I don`t see anyone objecting to the reply that mentioned the as#hole DRs. So apparently it`s ok to talk trash about Doctors, but not anyone else? Let`s be fair.

kittyw · Feb 26, 2003

Originally posted by Nurse2bee
Also I work as a cashier at night to pay the bills till I graduate. Me and the Korean guy I work with call ourselves peons all the time. We say the owner is the king and we are the peons. Sometimes you have to have a sense of humor about life. I think the whole window peon thing got a little out of control. Venting is venting and this sight is supposed to be for nurses right? It is called all nurses. I think that she was trying to inject a little humor and got ripped to shreds. I don`t see anyone objecting to the reply that mentioned the as#hole DRs. So apparently it`s ok to talk trash about Doctors, but not anyone else? Let`s be fair.

Exactly ... if you can't b*%& and vent with your friends (or here at allnurses), then who can you b*&% and vent with? That's what I meant by "let them blow off some steam."

Nurse2bee · Feb 26, 2003

I am just a lowely student, but I feel very at home here. I read the posts everynight and roll on the floor laughing. I just hate the idea that I may post something and inadvertantly insult someone and get crucified on the boards. :eek: Please be gentle with me...I`m really quite lovable despite my sometimes quirky opinions:kiss