I went to an after hours clinic today affiliated with a major southern hospital. I got a call last night that my daughter (17) had a blood panel drawn this week come back with alarmingly low white blood cells. We were there to have a second blood test to confirm the results of the first, and also a mono strep test to see if there could be an explanation there for her malaise and low white cell count.
The first doctor had referred us to an oncologist after Christmas if necessary, but wanted another CBC done asap. The doctor at the clinic for some reason did not want to see us. She could be heard from the other side of the reception wall, saying we needed to go to an emergency room.
We had the doctor from the first clinic (which was closed for the weekend) call in, they first refused to speak to him until they learned he had admitting privileges at the hospital chain they are affiliated with. (Their website says they work with ALL pediatric offices and specialize in continuity of care).
When he finally got the second doctor take his call, she spoke loudly and rudely to him, saying things like “that’s not how we do things here, and until I get an order in my EHR system I’m not running any blood tests.”
He must have told her his concerns, as well as explained our financial limitations, because she then said, “well maybe you should send them to an ER, because it sounds like it is an emergency, especially if you think it might be CANCER.
Her voice rung out across the office. My face flushed.
Every person at the front desk, and in the whole waiting room heard her, including my daughter.
We had told her they were concerned about her test, and needed to run a second round, but had not told her it might be cancer. Obviously we didn’t want to worry her until there was cause.
I was furious. I told the receptionist “that is unacceptable. Every person here can hear her on that phone, and she is yelling about cancer. “ I paced away from the desk and then back.
I said “we know about HIPAA. That is unacceptable. “
The receptionist grew wide eyed and pushed her seat back, disappeared around the corner to calm or quiet the doctor.
The doctor continued to argue with or referring doctor for another minute before going into hushed conversations with the receptionist and other staff.
In a moment the receptionist returned and her whole tune had changed. The dismissive attitude was gone and she assured us that blood would be drawn and sent to the lab.
They still took forever to get us in, an hour and forty five minutes before the doctor saw us. She was saccharine sweet to my daughter, who loved it, but I was still burning from their initial lack of empathy and discretion.
They called us around five hours later, and I am relieved to say her numbers were in the normal range and not cause for concern. I however, still cannot sleep tonight because I am angry as hell that my daughter had to worry for one moment that she may be gravely ill, and had the news broken in a room full of strangers.
Was this a violation? Am I right to be angry? I feel it was at least unprofessional and at most a violation of my daughter’s right to privacy.
What should I do that would have real impact and hopefully prevent this from happening to another family?
By the way, I turned on my phone during the argument with the referring doctor, and have a recording of the “cancer” comment.
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