ComplaintsforPediatrics Place

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would like the Visit fee that we will most likely incur from our son's pediatrics appointment be null and void from today due to the quality the staff presented us today. My wife took my 2.5 year old who suffers from cognitive development, and an eating disorder, verified through a pediatric Johns Hopkins neurologist, to an annual visit at this establishment today 11/10 @ 9am. A summary as follows in short is that the doctor did not present the quality of attentiveness you would expect from a peds doctor, and proceeded to scold and ridicule my wife for "giving our son" the limited foods he is currently eating, without taking my of his current medical issues into consideration. It was harassment, nonetheless. After insulting my wife, the doctor then proceeded to take the conversation out to the staff area where she proceeded to describe in detail to other staff members the "bad parental choices" my wife is making, and describes the food we are giving our son, which is a HIPPA violation as the gossip pertains to a medical condition my son is currently battling. Then proceeds to enter back into the room where my wife stated she would not be staying, and it did not like the way she was treated today and left the establishment, which under the conditions, I commend her for doing. I would like today's visit not be billable, possibly an investigation into ethical Dr./Patient confidentiality practice be brought forth. Thank you. Adam

  Business response

  12/15/2022

  Business Response /* (1000, 5, 2022/11/21) */ Contact Name and Title: Cynthia *********, M.D. Contact Phone: XXX-XXX-XXXX Contact Email: **********@pedsplace.com We are a pediatric practice that evaluates and treats children 0- 21 years of age. We have been in business for 25 years at this location. During a well visit, all the child's developmental, growth, and nutritional habits are discussed as well as completing a physical exam. Also, during a well visit, anticipatory guidance is given, which means educating the parent on strategies they can use, and what can be expected developmentally and behaviorally by the time of the next scheduled visit. It is also the provider's job to make recommendations based upon guidance from American Academy of Pediatrics and its subdivision, Bright Futures. During a sick visit a child is examined with the focus on the symptoms the child is experiencing. It is typical for a provider to speak to their medical assistant about the patient's care after the exam, and to instruct the medical assistant what needs to be further done for the patient. If a mid-level provider is the one caring for the patient, it is also expected for the mid-level provider (as in this case) to discuss the case with their supervising physician. In this case, after some discussion with the provider against whom the complaint was made, it may be that the delivery of the advice may have been too abrupt and direct, without listening first to the parents' frustrations and challenges regarding the patient. It is typical for a parent that has a complaint to call the office and speak with the administrator. In this case, the mother of the child left a message which was returned by the Pediatrician owner and Practice Administrator. Mom stated she felt uncomfortable for many reasons and felt she had not been heard when she met with the Nurse Practitioner on 11-10-2022. Staff involved in the situation have been counseled about communicating in a more supportive way. The last day of employment at our office for the provider in question will be December 30, 2022. After talking with mom regarding symptoms that were persisting, we recommended that the child should be seen again. We offered a same day appointment with another provider, stating that we could mark the chart to not schedule again with the provider in question. Mom agreed, and the chart was marked. The administrator went to the exam room when the patient returned, introduced herself and apologized again. Mom stated no further apology was needed and she stated she would like to just move on. Cynthia ** *********, MD, President Susan ********* Practice Administrator Case #XXXXXXXX

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