I have been meaning to post something about this for a while, which really is a case study in health communication — so let me do it before I forget.
I was at the pediatrician with my son a few weeks ago; I had called for a same-day appointment because he had been tugging at his ear and complaining of pain. I am going to skip the part about how this is my fifth pediatrician and that I have switched doctors so many times in part because of a search of better, nicer nurses. I really take issue with insensitive health care providers, but at this point I am grateful I get any care at all here in this country. So I stopped my epic quest. But on to my point!
In walks the nurse, as usual without a greeting. Clipboard in hand, she flips through my son’s files. “Your son has missed… [flip] one, two… [flip] three… four well-appointments.”
Whoa, I have to defend myself! Where’s my sword! She’s flipping through the pages! HELP!
“I’m sorry. We were here a few months ago…”, I coyly offered.
She interrupts: ” — That was for a sick visit. I am talking about well visits. You need to have him come for his well visits.”
Should I start crying? Should I make a scene?
“I’m sorry, we… I…”
“Let’s take his clothes off.”
Wow. Okay.
When my pediatrician finally walks in, I had to say something, so I reported on her employee’s accusatory tone and explained that my family is low-income and we depend on health insurance from the State. Anyone who has ever dealt with this thing knows that the State will drop your coverage for no reason, even if you’re up-to-date on all your paperwork (see the related Wisconsin Class Action Lawsuit from 2009 if you’re a Law nerd). Instead of asking us, she accused me of essentially being a bad parent who doesn’t take her kids to the doctor as often as they should go.
Horrified, the doctor left the room and went to tell the nurse. (Gah! Why!)
The pediatrician came back a couple of minutes later, and I swear, I SWEAR I saw my professor Joanne’s face floating on a cloud beside this woman’s face, saying, “See? See?”
The doctor said, “She apologizes.”
Professor Joanne had talked in class just the previous day about how this type of “third party apology” doesn’t cut it. If the nurse had any cojones, she would have come in and said, “I am sorry, I was unaware of your insurance situation.” But instead she had the doctor do it.
Fail!
