Right after posting a blog about "
how we should all stop complaining", I am going back on my own commitment.
I will have to bitch about the medical administration in general. So,
far I have talked about the doctors, the nursing staff etc. However,
there are many back end staff who are equally responsible for making
patient experience (good or bad).
And some young doctors who you have to bump in to during this experience too.
I will narrate some of my experiences -
I had a consultation with the maxillo-facial surgeon in a very posh
looking private hospital. After I met him, I came to the front desk and
asked, "how much do I have to pay" ?
She said, a figure which I paid and came home (45 mins of drive). And
after I got home, I got a very angry woman call - " I ve not paid money
for certain syringe and gauge that was used in a small procedure".
I was really pissed by that call. I asked them, "How much do I owe ?
Should not they tell me a complete amount with all line items ? Are they
giving me the angry call, because their pharmacy and nursing and front
desk billing co-ordination is week ? I am supposed to do that ? "
Second incident - The big hospital that administers Chemo, has a dental wing in another building.
My surgeon wanted me to stop by for 5 mins in dental wing, as I was
waiting for discharge after the chemo was over. I requested the sister
if I could walk out, meet him for 5 mins and come back, while paper work
is taking place. She is NOT supposed to let go patients out of the
ward, if not discharged, in this case, the insurance folks did not clear
the billing yet, although all other formalities were done.
I smooth talked her out. Then I was caught by the security guard. Smooth
talked him out. Then a doctor came along. And said, its against
protocol to let you go out, without a wheel chair and an attendant. I
told, I am feeling extremely fit, and can walk. Why should I get on a
wheel chair ? I told him, if he is thinking I am running away before
billing is settled, then please be clear about it. He did not say
anything and let me go to dental wing.
After 3-5 mins, I see a nurse from chemo ward running to the dental
wing, almost in tears, finding me. The same doctor who let me know, has
called this poor nurse and blasted her for not following the protocol.
While he himself could have been stern, when he caught me and told - "I
can not allow this" Simple. He lets me go, but take advantage of office hierarchy to blast the poor young woman.
That definitely ticked me off. And I went berserk over that doctor
giving him all sorts of gyan. I noticed one thing, they have 15 mins to
listen through your abuse but too busy to spend 5 mins in doing the
right thing in the first place.
Then comes the upper tier of inefficiency.
My Radiation Therapist, looking at all teh reports, kept saying 33
sittings of radiation, and once a week chemo. He mentioned this whole
thing as a "Package". More like the travel agents do. A package.
Ok. I asked what if CT Scan is super clean ? Will it become 25
radiations, will the chemo reduce. The answer is "its a package and we
will get pre-approval for the entire treatment from your insurance, do
not worry".
Point is lost - Insurance approval was my last worry ! My worry was lack
of information and logic of my treatment. Then he sends me to the
"chemo" doctor, saying - "I know what he will tell you, but he is
sitting there just to talk about chemo. So you better go and talk to
him".
What a way to refer. What confidence builder ??
The "chemo" doctor, is absolute mess. He says, you ll have to go through "Cisplatin Single Agent".
I asked "why?". He said, as the lymphomas were touched.
I asked, 3 out of 45 were touched. CT Scan says, all the metahistais is also cut during surgery.
What would have been the dosage and frequency had the count been 10 out of 45 ?
Can you imagine the answer ? "Its a package" !! No logic, explanation what so over.
Any way, I went on with the treatment. My wife, my brother - all looking
at my like I am a nut case, trying to demand unreasonable information
from doctors.
The the most irritating thing happened. The package that radiation
oncologist talked about was not the package chemo guy talked about. As a
result, I got thoroughly confused and assumed its all ONE package. And
got the insurance pre-approval. Even when I went to chemo treatment,
they happily medicated me. Only when it was over, i wanted to be
discharged, they mentioned chemo is separate approval, which is not even
initiated. Whoa !! 5 hrs of waiting to be discharged.
And while being discharged I see 3 different tablets being prescribed for 5 days -
1. One of them is potent habit-forming anti-anxiety anti-depressant
drug. I asked why do I have to take this ? Nurse answers to able able to
sleep during night. What if I do not have anxiety about Chemo ? why
should I take such potent anti-depressants ? Its "protocol" for every
Chemo cases.
2. A very high powerful steroidal anti-inflammatory. During the
consultation, I did not recall any one telling me that some part of body
will swell up after chemo. Why ? Part of the protocol ? No one is there
to explain !