Army "Healthcare" Wins Again

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35 yo with 1 cm abscess near carotid artery. Saw immediately. It was a 2-3mm cutaneous pustule on the face. A pimple. Literally a pimple.
 
25 yo patient with a history of falling while drunk. CT scan demonstrates no facial fractures, please evaluate for facial fractures.

18 month old patient who still isn't speaking, Mom would like evaluation to ensure that the child won't develop speech delay. (let me pull out my crystal ball...)

I mean, at least the kid has some kind of problem. I get consults all the time in which they've clearly just copied their consult to an unrelated service and not even placed any reason whatsoever for their consult to me. About 50% of the time when I kick those back they call complaining that I didn't take the consult to Physical Therapy for lower back pain for a patient who also needs to see ENT for unknown reasons.
 
25 yo patient with a history of falling while drunk. CT scan demonstrates no facial fractures, please evaluate for facial fractures.

18 month old patient who still isn't speaking, Mom would like evaluation to ensure that the child won't develop speech delay. (let me pull out my crystal ball...)

I mean, at least the kid has some kind of problem. I get consults all the time in which they've clearly just copied their consult to an unrelated service and not even placed any reason whatsoever for their consult to me. About 50% of the time when I kick those back they call complaining that I didn't take the consult to Physical Therapy for lower back pain for a patient who also needs to see ENT for unknown reasons.

Helps to know I don't suffer alone. Does this stuff happen at civilian hospitals?


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There are bad consults everywhere. The difference is that it's great to get paid to tell someone with a normal CT that they don't have facial fractures, whereas right now it's just 10 minutes of my life I'll never get back. 2 minute appointment and 8 minutes to write the note if AHLTA only crashes the usual number of times.
 
I just got a fantastic passive-aggressive phone call from our OR OIC, btw. As literally the only provider to schedule a full day of OR time today, and after working with the C and D teams today, she calls to tell me not to worry because they put the path orders in for my tonsil specimens. Let me assure you that her tone couldn't be taken as helpful.
Well, I wasn't worried because I've never done that before. My circulating nurse does it. Just like every circulating nurse I've ever worked with at 4 Army Hospitals and 5 civilian hospitals in 6 states. But as I was working with the D team, the circulating nurse I had just sat on her can through half the case instead. So I said, "oh ok." And seeing that I wouldn't take the bait, she said "I hope they'll be ok with it downstairs." And I say "I'm sure they will, I've never put the order in before." Which is followed by her: "Oh, your nurse spoils you so much. None of the other services get that." Well, all those services but one have residents and the last one has their own nurse who comes with them and undoubtedly puts in those orders.

Again, 9 hospitals including this one - who knows how many tonsils, let's say a lot- never done it unless there were extenuating circumstances or it was a cancer case. But then again, like 99% of Army nursing OICs, her entire job has always been to advocate for doing as little as physically possible. It's her top priority to try to make sure her nurses do as little as possible. And it's not just the one thing - I already do about 5 jobs that are OR related that are all done by nurses at every other hospital. And I'm sure our nurses have more BS paperwork to do than the civilians, but not more than the other military nurses. And again, I know my nurse spent at least an hour on Facebook during the cases -plus her breaks- whereas I literally had to run to the john between turnovers so I could catch up on consults. That's why the nurses do this stuff at other institutions. But even after all of that, if they would have asked me to do it, I would have placed the orders. But instead the answer is passive aggressive phone call.

And that genre of BS seems to happen in one way or another at every military facility I've worked (albeit not that specific point). The culture is that when it comes time to take credit or a pat on the back, we're a team. When it comes time to assign responsibility or blame: it's entirely on you, buddy. And I already feel like the buck stops at me with patient care, but it sure as $#!t would be nice to feel like I'm getting a little basic support.
 
Cmon, maybe he's got awful anxiety and stool in fear 2/2 chronic constipation and is now afraid to sit on the pot. Miralax only goes so far.

No dad had stopped his miralax because he didn't want the kid to get addicted to it. Constipation returns. Naturally the obvious next step is therapy.

I wish I was making this up.


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No dad had stopped his miralax because he didn't want the kid to get addicted to it. Constipation returns. Naturally the obvious next step is therapy.

I wish I was making this up.

...Dad's consult to BH?
 
So I'm definitely not one to gripe and do nothing about it. My solution to all of this nonsense is to design and implement a well thought out process to shift exclusively to self referrals. This cuts out all of the pcm and gives my clinic complete control over the process, as well as the ability to block nonsense cases before they even get into the booking / referral queue.


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Relay health message to pcm demanding BH referral. Pcm happily obliges with no questions asked.

Such referrals are also common. The only reason for the referral is that a parent asked for it.
There is a reason they are common. If I am going to get 5 separate counseling sessions for every patient complaint, everyone who wants a consult gets one. Ditto MRIs. I am willing to push back against things that actually have the capability to cause harm (unnecessary radiation or medication), but I'm not making myself miserable to fight things that are merely stupid or wasteful.
 
If I am going to get 5 separate counseling sessions for every patient complaint, everyone who wants a consult gets one. Ditto MRIs. I am willing to push back against things that actually have the capability to cause harm (unnecessary radiation or medication), but I'm not making myself miserable to fight things that are merely stupid or wasteful.

I'm the one who receives and answers the complaints. I've also been doing this long enough to know where the road leads if such patients/parents who should never have been referred end up getting in and scheduled. The tantrum they threw to get it in the first place was only the beginning.

You tell them to schedule a follow up in 5 weeks, they go up front and tell them 2 weeks because that's what they believe you should do.

Tell them come back in 6 weeks but you don't have anything for at least 8, they tantrum, raise hell and file complaints.

Appt rescheduled because of a conflicting mandatory military thing given on short notice? Tantrum, raise hell, file complaint.

They call and demand the physician personally call back but nurse does instead? You know the result.

I'll take the counseling.


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I'm the one who receives and answers the complaints. I've also been doing this long enough to know where the road leads if such patients/parents who should never have been referred end up getting in and scheduled. The tantrum they threw to get it in the first place was only the beginning. I'll take the counseling.


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Its not like we have any mechanism to make the tantrums stop even if we push back. They can just keep coming in until they get the right answer, and they almost always do.

Would you spend your day fighting that? And then another day submitting written statements about why you weren't more empathetic to her and caused an ICE complaint? What is the incentive to do so?
 
Its not like we have any mechanism to make the tantrums stop even if we push back. They can just keep coming in until they get the right answer, and they almost always do. I remember we had one patient whose kid had a rash, and she didn't like the answer that it was viral and would fix itself. So she just kept walking into different providers and screaming that she wasn't leaving until she got a better answer. She had 3 appointments and an ED visit in under an hour and there was no question she was going to keep going around and around until someone caved. So someone did.

Would you spend your day fighting that? And then another day submitting written statements about why you weren't more empathetic to her and caused an ICE complaint? What is the incentive to do so?

Actually there is a mechanism. Sounds bad but I manage these behaviors in parents the exact same way I would their kids (guess where they learn it?)

It's never going to stop because someone caves and reinforces the negative behavior. It will only stop when it's no longer reinforced. Initial attempts to actually set limits result in a transient escalation of the negative behaviors -- this is called an extinction burst. As long as there is still no reward (getting what they want) that reinforces it again, it will stop. Providers cave in to these patients for the same reason parents give in to a tantruming kid -- because it's easier than dealing with it. They can't maintain the limits they set because of the escalation. It's easier to just give in to stop the tantrum. This actually maintains it.

This is literally the same exact thing that goes on between the parent and child, and is managed the same way.

It requires a lot more time and effort up front, but the long term result is worth it. I've stopped a large amount of this stuff doing the sane thing I do every day with patients. Plus I think it's amusing to watch the reaction of a parent who is finally told, "no" by someone.

Limits and boundaries. Important for life and shrinks. Also for the sanity of any other provider.

I use my magical shrink powers and knowledge all the time in daily life. It really is infinitely useful and many times feels like an unfair advantage.

On a final note, providers keep getting dumped on and live in misery because we allow and accept it. We don't have to. Embracing the power of, "no", both literally by becoming comfortable saying this and through setting limits and boundaries really works wonders. It can be painful in other ways but one must be aware of and willing to accept the potential consequences of doing any of this. It may not be worth it for some.

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Relay health message to pcm demanding BH referral. Pcm happily obliges with no questions asked.

Health care run by midlevels, driven by customer satisfaction ... the tragedy is that inappropriate consults are merely the most benign of the consequences.
 
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