NEED OPINIONS - MEDICAL OFFICE PROCEDURES

Tinkrbl44 · ‎08-23-2010

I want your opinions on this ....

Last month I had an MD appt and a follow-up was required a month later. I stopped at the desk to book the next appointment, but the designated check in / check out person was on the other end of the office area, about 12 feet away from where I stood. (This practice has a door for entering and the waiting area. (Exiting patients go to a second aisle and door for payments and next appointments)

I said I wanted to book on a certain day and she went to that screen. Then she spoke somewhat loudly to be sure I heard her "What's your date of birth?"

I'm surprised I didn't think quickly enough and just yelled it back to her. I wish I hadn't. In that open area, there were about 6 employees, at least 5 other patients, and a few workmen in maintenance clothing ... all within earshot. I have absolutely no idea who any of them were.

Yes, I was a tad embarrassed, but I'm also a nut about "need to know". I worked in Insurance for several years and am keenly aware of patient information confidentiality and privacy. IMO, this seems like a bad procedure.

I stewed about this afterwards, and decided to speak to the Office Manager on my next visit, which was yesterday. She wasn't there, so I got her business card, and am considering how to approach this.

Upon arrival yesterday, I noticed that same check-in person was now at her computer that dealt with all patients exiting. Another employee was doing sign-ins right by the entrance. I signed in and sat in the waiting area.

While sitting there, two patients stopped to book before leaving. Both times she spoke rather loudly "What's your date of birth?" and they gave it, got an appointment, and left.

For anyone familiar with medical practices .... if a patient has checked in and is in the office, can't the employees access that information? Do they really need a DOB to find someone in the system when they are there for an appt and standing right in front of that person?

I don't know if I was just being overly sensitive .... it's certainly possible ...... or if this is a confidentiality breach of privacy or protocols. I hope my explanation makes sense.

What's your take on this?

lovescats · ‎03-10-2010

I don't think anybody really heard you give your dob. They were thinking about their own stuff.

faeriemoon · ‎03-14-2010

I agree with all your concerns. I too am very frustrated with medical office procedures and practices these days.

~What a terrible era in which idiots govern the blind.~ William Shakespeare

faeriemoon · ‎03-14-2010

@lovescats wrote:
I don't think anybody really heard you give your dob. They were thinking about their own stuff.

I disagree. Out of politeness we all try to look busy or distracted, but we hear everything and are secretly hoping we won't have to scream everything when we check out.

~What a terrible era in which idiots govern the blind.~ William Shakespeare

spent2much · ‎03-10-2010

@Tinkrbl44 I feel the same way as you do. Medical offices SURE have changed over the years!!!!!!!!!!!!!!!!!!!!!!!!!

ETERNITY: your choice... smoking or non smoking!

sugar plum · ‎07-06-2016

Yes, they do need your DOB to find you in the system, however it was a confidentiality breach. Poor training comes to mind or just laziness. In any case you have a right to be furious. Continue to reach out to the office manager for a resolution and perhaps next time write it down on paper.

Kachina624 · ‎03-10-2010

@Tinkrbl44 She's probably using the dob as a secondary check to be sure she has the right person. One place I make appointments has people listed by dob, then by name so dob is the first thing they ask.

On the other hand, its very rude to expect people to shout sensitive information to someone 12 ft away. I would have told her, " come here and I'll tell you".

Yes, I would discuss it with the office manager before someone becomes really hostile about it. The clerk needs a lesson in manners and common courtesy. She's probably young and is oblivious to age sensitivities.

New Mexico☀️Land Of Enchantment

proudlyfromNJ · ‎05-01-2010

I was there last month and they did ask for DOB but she was right near me and no one heard. I don't think I have every seen or heard what happened to you.

RollTide2008 · ‎02-14-2017

Getting more than one piece of identifying information from a patient is generally the practice to make sure you're working with the correct patient's file.