I fired my doctor today. Actually, he was a nurse practitioner. But he’s fired nonetheless. And, if I can help it, I’ll never go to a Sutter hospital or doctor again.
When I moved from Auburn, I debated about keeping the primary care physician I had there - I liked him, and our daughters had played soccer together. But I decided that a two hour drive was a bit much, considering there were other options closer to home. So I opted for a practice in Jackson. For the first time in more than a decade, I had to establish a new relationship with a medical professional.
My appointment in late July was fine. The NP was a nice enough guy, although looking back at our appointment, I realize now that listening was not his strong suit. He went through my medical history, asked me questions about my answers to the online pre-appointment questionnaire I’d filled out, and asked me if I had any questions. I did.
I asked about some chronic pain I’d been experiencing in my right Achilles tendon. I asked about the upper respiratory congestion I experienced most mornings. I asked about whether I should get a regular skin cancer screening. And I asked about getting bloodwork before my next appointment.
He answered all of my questions. To some degree. He said I probably had arthritis or bone spurs in my ankle, and suggested treating it with heat. He said my congestion was likely due to allergies, and suggested that I change over-the-counter medication. He said I should definitely have a skin cancer screening every year, and looked at a couple of spots on my hands (that he said were not a problem). And he said he’d order bloodwork.
Imagine my surprise when I learned that I had more than $800 in out-of-pocket charges on the bill I received in late August. Charges that involved diagnoses of my ankle and my congestion. Charges that included titers for childhood diseases that I told him I’d been vaccinated for. Charges for answering questions that I assumed were normal inquiries that I could ask during my annual wellness visit.
I immediately contacted Accolade, which is supposed to be my “patient advocate” with doctors and my insurance company (Anthem Blue Cross). I had tried to get Accolade to help us during Sami’s illness and got absolutely no response. This time, at least, they responded, but the results were similar. They basically told me there was nothing they could do.
I reached out directly to Sutter Health and to the NP’s office (which is not easy to do - when you call the local number for the NP’s office, the call is answered by a call center that is nowhere near Jackson). They agreed to revisit the bill - and I found out yesterday that they were able to save me $200. So finding out I should put heat on my ankle, that I should take allergy medicine, that I should get regular skin cancer screenings, and that I had in fact had my childhood vaccines, only cost me $600 and change.
This lengthy diatribe, I guess, is partly a result of my pent-up frustration and anger with the healthcare system generally, and with Sutter Health specifically. Our experience with Sutter during Sami’s illness was horrible. Her first neurosurgeon failed to follow the standard of care for post-surgery imaging - he didn’t order an MRI after her first craniotomy, so Sami couldn't start cancer treatments when we’d hoped. When she ended up back in the hospital two weeks after her first brain surgery, the second surgeon couldn’t tell us whether her tumor had regrown, or whether the first doctor had missed part of it - all because the first doctor had failed to order an imaging. Later, her medical oncologist basically threw up his hands when we questioned him about whether Sami’s anti-seizure medications where interfering with the other drugs she was taking - telling us, “You’ll need to ask another doctor.” At the time, I wrote a detailed letter to Sutter’s office of quality care. More than two years later, I’ve yet to get a response.
The trauma of our interactions with the medical system continue to cause me stress. Since Sami died, whenever I go to the doctor, my blood pressure is initially higher than it typically has been. It comes down when they check it a second time, and the nurses usually tell me that it’s “white coat syndrome” - elevated blood pressure caused by the stress associated with seeing a doctor. I’m sure that’s true, but it would be nice if a medical professional actually showed some empathy for the reasons I might feel stressed.
My family’s intense experience with the dysfunction of the medical-insurance complex is not unusual, I know. I also know that I risk letting my anger and frustration impact my own health. Stress itself can be unhealthy, but my dissatisfaction with this new provider shouldn’t keep me from getting regular check-ups. Once again, every actual person I talk to about my current situation agrees that the system is broken. But none of us seem to have the ability to fix it.