I'd like to know how offices apply HIPAA to the process of scheduling appointments. I had a maddening phone conversation this week with a receptionist at a practice where my family has a long relationship and believe she went overboard, but would like your input.
My daughter has seen the same doctor for years to manage a chronic condition. He acknowledges frustration with some of the office staff and has given us his personal contact information in order to circumvent them, but I don't want to take advantage and have never used it.
We live in a state where the age of adulthood is 19. My daughter turned 19 recently (since she was last seen in the office.) She had an appointment scheduled next week, but had the opportunity to go out of town on short notice, so I told her I would call and reschedule the appointment. When I called, the receptionist asked me to identify myself. I told her I was Ali's mom. She stopped me immediately and said she would not talk to me, that Ali would HAVE to call herself. I attempted to clarify that I was not seeking any information, just trying to reschedule an appointment that my daughter could not keep. She repeated herself. I let her know that Ali was not available at that time to make a phone call, as she was on a flight. Same response. I finally stated that I would have Ali call at her first opportunity (which would probably be on Monday, since the office would be closed by the time she landed on Friday afternoon), however, I insisted that she note that Ali would not be at her scheduled appointment.
This office has recently implemented a very strict policy of cancellation 48 hours in advance to avoid charges for a missed appointment. I understand that because their time is precious and appointments should not go unfilled when others are waiting to be seen, however, such a policy requires that the office staff accept cancellations when people try, in good faith, to make them.
I am the designated health care coordinator of our family. I regularly make appointments for my husband, my elderly parents, my husband's elderly aunt and have never had a problem.
Ironically, the purpose of this visit is to thank the doctor for his expertise over the years, and let him know that Ali will be transitioning her care to another physician while she is away at school.
I think I just might call his cell and let him know. Seems a whole lot easier than dealing with the witch on the phone.
