Can A Receptionist Ask That?

[skt92]

Hi, all

I have been looking for a new psychiatrist for a bit, and called a provider that is finally in my network. I told the receptionist my insurance struggles, double confirmed I was covered, and then asked what services they provide. At first he was very helpful and started asking some generic questions, like “have you seen a psychiatrist before?” “Have you revived diagnoses?” etc. I told him that I have PTSD, and he got very serious. He immediately asked *why* I have PTSD. I was shocked. I stuttered and asked, “excuse me?” He repeated himself and said, “why do you have PTSD, what caused it?” I started panicking, but flat out said, “you can’t ask me that.”

He got very defensive and said he was only asking because there is a separate clinic that is part of their facility for trauma victims. He said he wanted to see if that would be a better fit for me than just medication management. I told him that I would be interested in learning more about that, but I did not want to make an appointment right away. He gave me the doctors name and her direct line, but I feel very skeptical now.

Can a receptionist ask a question like that? It was very triggering - I broke into tears as soon as I hung up. That seems much more like an intake question that a nurse, NP, or doctor would ask when assessing a patient - not one for a receptionist, unprompted.

Anyone else have an experience like this? How can I prevent this in the future, or be better prepared for it?

 

[Sideways]

Sure, they can ask. But you don't have to answer.

A good response might be "I have a complex history of trauma".

The inpatient trauma program I attend only takes patients with complex ptsd. That is, they don't take patients who have ptsd as a result of a single event (like a motor vehicle accident). Instead, they take patients who have complex ptsd - that is, ptsd from multiple traumas, or trauma that occurred over a significantly period of time.

Which may be the reason for the question.

Medical receptionists can throw some pretty blunt questions out there in order to triage requests to see the specialists they work for. Some are better at phrasing things than others.

 

[joeylittle]

Some are better at phrasing things than others.

Yes, this.

I understand being taken aback, @skt92 - definitely. With trauma, any conversation about it with a stranger is potentially upsetting. But it's also sometimes unavoidable, especially when starting up with new providers.

How can I prevent this in the future, or be better prepared for it?

Something that has helped me, whenn making those rounds of phone calls looking for help, has been to make some notes in advance, just jotting down the answers to the questions that are likely to come up. Things like most recent diagnosis, number of years in therapy, medications, insurance, etc, etc. Helps me remember that so much of the process is simply about communicating information.

It's when the factual labels can be helpful. For me, major depressive disorder, recurrent; multiple sexual assaults; PTSD. Just having those things on a piece of paper I can read from - for me, it makes all the difference.

 

[grit]

It sounds this was a sudden and unexpected so you got triggered by the bluntness of the question. I can really understand your position. I hate when nurses ask me why am I seeing the doctor when the patrons in the room can hear in earshot...it is quite unsettling. I often say women issues...to get them out of my hair and if they push, I ask them a piece of a paper and write it down. but obviously much harder to do that over the phone especially a person you do not see and do not know yet.

Also, I want to mention it is possible the receptionist has some background like a nursing etc that we as clients or patients are not privy to meaning maybe they are hired to truly triage and ask certain questions to minimize many people asking you different questions throughout the process. This does not lessen the abruptness and the unexpected part of the questioning so your feelings are not out of ordinary. It is always OK to say I do not want to answer that...that itself is quite empowering as a client seeking mental health services.

 

[EntWife]

He got very defensive and said he was only asking because there is a separate clinic that is part of their facility for trauma victims.

How can a person have PTSD without being a trauma victim? It seems like you stating your diagnosis (without going into your trauma) already answered his question. Hopefully this receptionist will take your reaction as a lesson that he/she should leave this question to the provider. ?

 

[Ronin]

How can a person have PTSD without being a trauma victim? It seems like you stating your diagnosis (without going into your trauma) already answered his question.

I think the receptionist may have meant referal to *specialized* trauma vic care.

Either in for complex trauma, or subsets of trauma - not all 'types' are compatible or respond well to the same treatment - or medical.

As in someone fresh raped?
Will need a heell lot many other things covered, than someone whose rape was three decades ago.

And if there's a need for connecting services & are available, ob/gyn & urologist & anesthesio & surgery & psychiatrist et all & legal support / LE?

Hell yeah it's legit and good practice to ask about specific needs.

 

[EveHarrington]

Yes, it is a very legitimate question given that we live in a day and age where some “professionals” hand out a PTSD diagnosis for anything that causes stress and not just things that fall under criterion A, and many people self diagnose as well.

I don’t think there’s a specialist out there who will just book you simply because you want to be seen. I mean doesn’t a gastroenterologist’s office staff have the right to question a patient on the phone in regards to why they want to see the doctor?

 

[lostforgottensoul]

My answer "from trauma". That answers it, doesn't it? I specialize in repeating things. "What happened?" "Trauma". "What kind of trauma". "The kind that causes PTSD". Eventually people give up.

 

[user27357]

I was horrified to overhear conversations between receptionists about patient calls while waiting in a lobby at an HMO mental health clinic. When I asked about I was told that confidentiality was enforced, not to worry. I guess because I hadn't heard any names, it was OK to hear what I heard. NO!
trust no one that isn't in the game with some skin at stake. If Psych or LSC breaks the rules it is game over for them, but a receptionist may just get transferred over to family practice or sent packing looking for their next entry level job. I do not trust them unless there is a diploma that they want to keep on the wall.