Las Americas Medical Clinic

Date of Incident: September 22, 2006, approximately 11:00 AM Subject: Formal Complaint Regarding Unprofessional and Disrespectful Conduct I am submitting this complaint regarding the conduct of a medical assistant (MA) who was working in the office on September 22 at approximately 11:00 AM. She was wearing blue scrubs. During a telephone conversation, I attempted to inquire about a patient as a fellow medical professional. Instead of allowing me to explain my concern or complete my questions, the MA repeatedly spoke over me, raised her voice, and verbally confronted me. Her behavior was inappropriate, disrespectful, and unprofessional. Because the conversation was becoming increasingly hostile and I was unable to communicate effectively, I ended the call and went to the office in person. When I arrived at the front desk, I began explaining that I needed documentation. Before I could finish explaining my request, the MA approached me and loudly stated, “Oh, you’re that rude person… on the phone.” Her tone and manner were confrontational and disrespectful. The MA continued raising her voice in the front office and also directed this behavior toward the front-desk employee, who was wearing burgundy scrubs. The MA was yelling, pointing toward me, swinging her arms, and repeatedly stating, “That’s him, that’s him.” Her behavior was disruptive and inappropriate for a medical setting and created an uncomfortable and hostile interaction. I am requesting that management review the security-camera footage from the front office and, if available, the recording of the telephone conversation. The footage and recording should provide an objective account of the interaction and allow management to evaluate the conduct involved. I am concerned that this type of behavior is inconsistent with the professionalism and respectful treatment expected in a healthcare environment. I respectfully request that management investigate this incident and take appropriate corrective action regarding the employee's conduct. I would also appreciate confirmation that this complaint has been received and information regarding the outcome of the investigation.