Practice Manager and Professional Nurse - a misnomer? Does Dr Lorgat know?

<p>Dr Lorgat is highly acclaimed and respected and his professionalism cannot be argued nor the amazing work he does in the field of cardiology.  </p> <p>Is he aware of the poor customer service in his accounts department and the behaviour of his Practice Manager. I would like to think not!!</p> <p> </p> <p>Mischka Lorgat refuses to allow patients to speak to Dr Lorgat and demands to know every detail as to why the patient wants to speak to the doctor. She boasts of being the Practice Manager and a Professional Nurse  but in truth and In my opinion she does more harm than good to Dr Lorgat's practice Both of those titles are misnomers in my experience.</p> <p>Discovery authorised a full procedure and no amount was mentioned that had to be paid over and above the approved amount  for the procedure which was paid 100% by Discovery. Dr Lorgat himself confirmed that Discovery covered the costs of the procedure before the procedure was done. The patient was not adivsed prior to the procedure that there would be an additional amount for payment despite numerous requests about this</p> <p>When Dr Lorgat's accounts staff submitted the claim for payment there was suddenly an amount which was not covered by Discovery.</p> <p> </p> <p>In all my medical dealings. specialists submit a quote to Discovery and the patent is immediatly informed if there is a shortfall. In fact, most specialists or their staff  point this out to  patients prior to submittng their quotation to Discovery. This is a completely transparent and ethical approach</p> <p> </p> <p>I do not believe that Dr Lorgat is aware that Mischka is not adopting this apprach and is therefore not managing his practice properly.</p> <p> </p> <p>In the current case the patient was not informed up front of any additional amounts for which she would be liable.- The shock came after the procedure. </p> <p> </p> <p>Relevant documentation has been requested from Mischka Lorgat in order sort out this matter but she point blank refuses to provide the documents requested. She insists the patient is liable but will not  produce the documents that prove that she is correct in stating that the pationt is liable so the liklihood is that no documents to this effect exist.  She seems to lack understanding of accounting, credit management and the fact that patients are entitled to documents that relate to any claims for payment. More importantly, that she needs to treat them with respect. She certainly does not know what customer service is.</p> <p> </p> <p>Dr Lorgat would be horrified if he knew how she treats his patients - I am sure.  Her attitude is very highhanded, rude, abrasive and at times downright insulting..</p> <p>From my experience it seems she expects patients to shut up and pay up without adequate proof that they actually owe what she claims they owe. They owe it because she says they owe it since she is in charge of Dr Lorgat's practice and he is too busy to be bothered with such mundate issues.  </p> <p> </p> <p>I sincerely hope he is not too busy to care about the idamage being done every time Mischka Lorgat takes an officious approach to dealing with accounts queries.</p> <p> </p> <p>SANC  should be advided of unprofessional behaviour of  " Professional Nurses"  who are far from professinal and more importantly  we believe that Dr Lorgat needs to be made aware of the bad service emanating from his Practice Manager and accounts department first. and the damage being done to his practice since she ensures that no complaints about her poor behaviour can be relayed to him by his patients.</p>