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I have been bringing my daughter to Teena Hughes since she was born in 2015, so I am extremely disappointed by how I was treated while trying to obtain a simple record from her medical history.
I contacted the office because my daughter’s school is currently restricting her bathroom use, and I needed documentation showing that she has previously been treated for a UTI. This information was requested to support her at school and potentially add appropriate accommodations to her IEP. I was initially told there would be a $10 charge for documentation. Fine. I was then told to speak with Crystal, the office manager, who said she needed to get approval from a doctor. After two days of being given the runaround, I was finally told they could not provide anything because it was “not an issue.”
The problem is, I was never asking them to diagnose or treat a current issue or write a prescription. I was simply asking for confirmation from my daughter’s existing medical records that she had previously been seen and treated for a UTI.
The last person I spoke with, Lee Ann, was incredibly rude and dismissive. She answered the phone in a way that made me believe I was speaking directly with Dr. Teena Hughes rather than identifying herself as part of the office staff. When she was unable to locate my daughter’s record, she suggested that perhaps another medical office had it. My daughter has only received pediatric care through this office and an after-hours pediatric facility on Bearss Avenue.
What makes this even more frustrating is that after the call, I searched through my own messages and was able to confirm that my daughter had a physical on August 31, 2022, and was prescribed medication for a UTI by September 1, 2022. At that time, she had a 504 plan rather than an IEP, so I know exactly why I needed the documentation and when this occurred.
I should not have had to spend two days being passed around, spoken to disrespectfully, and essentially made to feel like I did not know my own daughter’s medical history. Lee Ann’s attitude and handling of the situation were completely unacceptable.
If I do not receive a proper response by the end of the day and access to the requested medical documentation, I will be filing a complaint with the appropriate agencies regarding my concerns about how this request for my daughter’s medical records was handled.
After being a patient at this office for over a decade, this experience has seriously changed my opinion of the practice and it has everything to do with the front desk staff, which is the main point of contact.
