I first started with my current psychiatrist ( I will call him Dr R for short) while I was living in my second apartment. It had been a bad year. Dr R asked about my various diagnoses and concluded that Vraylar was not helping me. I was getting desperate, so I said okay. He switched me to Wellbutrin/Bupropion. Things improved a great deal. I had more energy, less anxiety, etc and the tremors in my right wrist stopped. I was, and remain, very happy with Dr R.
His receptionist however, immediately struck me as rude and incompetent. Every single interaction I had with the man reinforced this.
When my employet switched health insurance, the new insurance company refused to pay for Qelbree. When I found out, I immediately called Dr R’s office. The receptionist surprised me by actually knowing what was going on. He said that there were three other medications that the insurance company would pay for. I responded, politely but firmly that I did not want to switch medications. It had taken quite a while to find Qelbree. Other medications had not had any benefit. Some had also had very negative side effects. Switching from one psychiatric medication to another is a very big deal and not something you do if the medication is working. He ignored me and started reading the list of other medications. I repeated, still tryinmg very hard not to be angy or yelling, that I did not want to switch medications. he ignored me again and kept reading the list. I noticed that one of the medications on that list was Guanfecine. I had tried that before I found Qelbree. It had no benefit but did cause constant pain along the entire length of my urethra. I repeated that I did not want to switch medications. Heving finished the list, he had nothing to say. I demanded Dr R send the insurance company a letter asking for an exception. The receptionist said this was impossible. Having spoken with my insurance company, I knew it was possible. I repeated that I would not switch medications. Dr R needed to write the letter. The receptionist said that would take seven days. Rather thaan pointing out this incompetent asshole had just said it was impossible, now he said seven days, which one was it? I just said that I could wait seven days and have Dr R send the letter. The receptionist said okay, let me bring up your file. When he brought up my file, he saw that Dr R had already sent the letter. So, if you had bothered to check that first, we could have skipped this entire conversation?
My pharmacy at my last two apartments had been Rite Aid. I had been a Rite Aid customer for around thirty years. I had very few problems. The Rite Aid in this neighborhood had problems. First, they never- literally not once- answered their phone when I called. The automated text system let me know when my prescription was ready. But, if I needed to communicate with the pharmacist, I need to go in person. An automated text told me that Qelbree needed prior authorization and would be delayed. I had to go to pick up another prescription. I asked about the Qelbree and prior authorization. Would the pharmacy call Dr R or did I need to call Dr R? She did not understand. I repeated my question using different phrasing. She said I needed to call Dr R.
I did. I called my health insurance company. I made sure that I had done all I needed to do. Dr R made a bunch of calls, and sent a bunch of faxes. I could not answer his calls this week- he called during work hours and I was usually on a call when he called. Rite Aid would not answer their phone when he called either. Eventually, it seemed everything was worked out. The receptionist said everything was worked out and I should go to Rite Aid. I did. They never received the authorization.
I left a message at Dr R’s office explaining that I had been to Rite Aid, and they said they never received authorization.
Deciding that Rite Aid had failed me for the last time, I found a pharmacy that met my requirements and accepted my insurance.
This morning, I called Dr R’s office. I got the receptionist. I repeated the information from the message and gave the number of the CVS I would be using from now on. He said that the authorization had been sent to Rite Aid and I could just pick up my Qelbree. I repeated that I had been there last night and they said they never received authorization. After ignoring this information a few more times, he said Dr R ws off today but he would send him a message.
I called back a few hours later. It was generally a repeat of our last conversation. He said Rite Aid had received the authorization earlier this week. I repeated that I had been there last night and was told by a pharmacist that they never received it. I mentioned that I needed the prescription switched to CVS or the existing prescription cancelled and a new one sent to CVS. He ignored everything I said and kept repeating that Rite Aid had authorization. He also kept interrupting me. I found him a frustrating asshole to deal with under normal circumstances. I ran out of Qelbree last week. As the level of Qelbree in my system dropped, it became obvious just how much the medication did for me. I had to call work and explain that I could not work yesterday or today. I weighed my options and possible consequences, and gave a brief explanation of my problems getting Qelbree. My superiors seemed to understand. I am currently having a variety of issues. My patience was at an end.
I yelled “Stop f@cking interrupting me! You keep f@cking interrupting me!”
There was a brief silence. I apologized for yelling, but pointed out that he was not listening to a word I said and kept interrupting me. I repeated that I had been to Rite Aid last night. The pharmacist said they had never received authorization. I repeated that I needed Dr R to switch the prescription to CVS or cancel that prescription and send a new one to CVS. When the receptionist resumed talking, he stopped interrupting and actually listened to me.
Our conversation was nearly done when he said “You are a f@cking piece of sh@t. Never f@cking call me again.” Then, he hung up.
I was panicked. I was not sure what to do. I did not have any way of contacting Dr R directly. I always went through the receptionist. I looked at the webiste of the company Dr R currently works for. I was hoping their office was close enough for me to visit. I had always used tele health, so I didn’t know. It was in a place far from Philly, unreachable by public transit. I panicked and called my beloved.
I told her what had happened. She agreed to drive me to the office. It was nearly an hour drive. On the way, I made various other calls to try and get my Qelbree. Rite Aid, as always, never answered their phone.
We finally got to the office. My plan (it’s a good plan and I stand behind it) was to go in and introduce myself to the receptionist. He would refuse to help me. I would refuse to leave. He would threaten to call the police. I would take out my phone and call them. I would send my beloved to wait in the car. The receptionist and I would wait for the cops to show up. If the day ended with me getting my Qelbree, it would be worth it.
The door was locked. The intercom did not seem to work. I gave my beloved Dr R’s number and she called. It turns out that people are only in the office Tuesdays and Thursdays. Eventually, we admitted who I was. The receptionist said that he would help me this one time, but he was never making an appointment with Dr R for me again. The receptionist insulted me openly several times. He called Rite Aid. He said, of course they didn’t want to talk to me but they would answer when he indicated he was calling from a doctor’s office. They didn’t.
I am now back home. I picked up Qelbree from my new pharmacy. I really, really do not want to find a new psychiatrist. Dr R is wise, learned and compassionate. I am trying to find some way to continue seeing him. The receptionist said that he was actually the office manager. If true. this will make him a bit more difficult to fire. He should still be fired. He claimed to actually own the building. I have no idea if this is true or just a lie to keep me from calling to have him fired. It would actually explain why a rude and incompetent jerk like him hasn’t been fied already.
Dr R may be working for more than one company. If so, I can just go through another company.
I absolutely will not apologize to the receptionist. Yes, I lost my temper. My excuse is that I am a mental patient off his meds and he was not listening to me and kept interrupting me. What is his excuse? He has been surly and rude every single time we have talked. He was not listening to any information I gave him (certainly not a good thing when his job includes answering patient’s calls) and kept interrupting me (same thing). If he decided based on my yelling that I should no longer be a patient there (I doubt that is his decision to make), the corect way would have been to inform me firmly but politely, It certainly is not to call me a f@cking piece of sh@t.
Even if I do end up having to find another psychiatrist, I will do everything in my power to contact Dr R and let him know what an incomptent jerk the receptionis is.