Mr. C. says, "No one is telling us anything. My wife came in here for a simple hysterectomy

Question

What will be an ideal response?

Answer 1

She ends up with four surgeries. She still has pain, and she is worse off than when she
started. Somebody has screwed up big time. Then they have the nerve to send me a bill. This
morning they demanded $185,000 . I'm not paying a dime until she gets better." How are you
going to respond?
• Acknowledge that their concerns are legitimate. State that you understand their concerns, and
they have a right to know what is going on. You might encourage T.C. and her husband to write
down their issues to help clarify them and schedule a time when the physician can sit down and
discuss them. Do not take sides or be critical of the physician, which might place you at risk for
slander. Consider a referral to a risk manager who is skilled at helping both parties work through
potential problems.
• You tell them you are going to call the physician and relate they are upset; then place the call.
Remember, from their perspective, T.C. came in for a hysterectomy, has had four surgeries, and is
worse than when she started. To top it off, they just got a bill for $185,000 from the hospital. There
is an urgent need for the physician to talk to them and explain what has been happening to T.C.
• Ask them whether they would like a social worker to discuss their hospital bill and payment with
them. Hospital billing personnel often are not trained in crisis management and interpersonal
relationship skills. Try using an experienced intermediary, and then give the social worker the
background.
• Ask them whether there is anything you can do for them right now to make them more
comfortable. Addressing physical needs also facilitates de-escalation of crises.
• The risk management personnel need to be notified of this situation.