How would you handle this situation?

Question

You go to a doctor's office and are aware that someone with the same last name also goes to that doctor. You are aware because when you come in the wrong chart is sometimes pulled which was later solved by putting your date of birth on the chart. Well an appointment was made in the computer and you are called up and are positive it was the other woman who had made the appointment. You also know this other woman that you are postive made the appointment. Would you get really aggrevated and yell at the person who is calling you up and say you are always mistaking me for the other woman with the same name? What would you say to the secretary calling you?

No this didn't happen to me. It happened in the office I work. We have a new computer system and could not transfer all names over to it so we are manually putting them in. This woman got very testy about the situation but if it were for a purpose of obtaining records we have the DOB's on the charts and if you are aware someone with the same name goes there then is it so wrong to politely tell them tto make sure they have the right person?

Answer 1

I would ask to have your chart changed to include your middle name, nickname, or maiden name. I am sure that the office staff would be happy to do this because of the apparently many mix ups.

I would not, however, stress about it enough to yell at someone that is simply trying to do their job, unless they tried to argue with you that you actually made the appointment and are getting belligerent.

Answer 2

I would ask the secretary to use some sort of system to differentiate betwen the two of you, such as 'Ms Smith 1' and 'Ms Smith 2', so that the mistake does not keep happening.

At this stage it is a mild annoyance, but what if her or your records were required for a workplace health check or a legal matter? It could be embarrassing and uncomfortable for all concerned.

Ask the receptionist to work out how the differentiation can be made and put a flag or note on BOTH files to advise other staff that there is a possibility of mix up.

Cheers :-)

Answer 3

Though I wouldn't blame you, her irritation has caused you to think and remember. She changed your office process, right? I'll bet you a nickel that you (or whoever pulled the wrong chart) will NEVER forget this episode and will be 100% certain that her chart--and only her chart--is pulled.

Your new system has obvious flaws and the patient insisted someone to fix it. Why wasn't it fixed before today? Why wasn't this escalated to the doctor several days (weeks) ago, so he could pay for a solution. Why does it take an irritated patient to resolve a computer glitch concerning sensitive data?

Answer 4

Your complaint should go to your local branch of the Better Business Bureau, The A.M.A. (American Medical Association) and any other organization that deals with consumer concerns. This is a SERIOUS concern that could have SERIOUS consequences far beyond etiquette! You should speak DIRECTLY with the doctor and inform him that if HE (or SHE) doesn't find SOME way to ELIMINATE this confusion, then you will seek LEGAL advice!

Answer 5

I would give her my middle name or my maiden name or my address or whatever other information I needed to give her before she divulged someone else's personal information.

Answer 6

do u really see the dr. that often? if you do then, you might be quite ill. dont get yourself all worked up you need to keep stress level down. we are all human ya know.

Answer 7

I would have laughed it off, it's not worth demeaning someone or ruining there day, it's just petty!!

Answer 8

why cant you just tell her it is the other woman?