I sent an email nearly two weeks ago and have yet to receive a reply. I’m posting my email here in hopes that someone will attend to these problems.
“I’m reaching out to share about a recent visit to your Greystone location. It was a very poor experience, and your prompt attention to the problems I faced would be appreciated.
I have battled POTS since I was 12 years old, and I’m well versed in the needed treatment when I’m having a flare-up (which occurs most often when I’m sick/dehydrated and during times of heavy stress). The day I’m referencing was also the anniversary of my daughter’s death, so I’m sure you can imagine the increased difficulty I was experiencing.
In the 24 hours prior to arriving at your facility, I had passed out 3 times, which isn’t uncommon when POTS symptoms are at their worst. I can usually get on top of days like that by pushing fluids, eating higher salt foods, and resting, but it became evident that I needed to take the next step and get a bag of IV fluids (standard protocol for POTS patients).
Upon arriving at your facility, I was asked to speak with the nurse practitioner on call for a Telehealth evaluation (which I’ve done there before). As to be expected when assessing a patient, the NP asked me several detailed and private questions, but because I wasn’t given access to any type of privacy, I was forced to answer them in front of all the other patients who were sitting, at most, 20 feet from me. I was mortified at the glaring violation of my privacy, and I asked the NP if I could email her the requested details of my medical history and the list of my current medications; the answer was no. Desperate for the help I knew I needed to get back on my feet, I proceeded to answer her questions in the, otherwise, silent room. One patient leaned around the teenage boy beside her to listen intently to my conversation, and the man in the chair behind her squirmed awkwardly as he learned the intimate details of my medical history.
The blatancy of this HIPAA violation is appalling.
After finishing the very public consult, the staff was instructed by the NP to check my blood pressure because they would not be able to provide fluids if my BP was too low. It wasn’t, and I assumed I was finally done with the public humiliation. Much to my further shock, though, the nurse then informed me that they wouldn’t be providing treatment after all because I had “passed out too many times.” In other words, I was denied a simple, standard treatment for a condition that I’ve come to the clinic for multiple times before because I was exhibiting symptoms of that very condition.
As much as I’ve tried, I simply can’t understand that reasoning.
I was encouraged to move on to another facility, one of which is the clinic that, several years ago when I was there with a bad stomach bug, made a severe medication mistake that resulted in the medical staff desperately preparing the defibrillator as they shoved my panicked husband out of the room. I was transferred to the main hospital via ambulance with full lights and sirens. Clearly that wasn’t a viable option for me. The ER would have most certainly given me fluids, but it would have cost me a $350 copay.
I’m not someone who is ever interested in seeking retaliation/retribution or in “seeing heads roll.” I do, however, desire and expect major change in your clinic’s procedures. Your website boasts “a high level of integrity” and “100% HIPAA compliance,” which is dishonest and categorically false. What I experienced on that day was tremendously unhelpful, unprofessional, and embarrassing. I sincerely hope you want and will do better for your patients.”