Mixed experience. My son broke his thumb and th...

Mixed experience. My son broke his thumb and the orthopedic care was fine. He's going to be home on vacation next week and will be going to an orthopedic doctor at home, who he has seen before. We needed the x-rays and medical records for that visit, which is in 4 days. I offered to stop in and pick them up. The woman in radiology was really excellent, she was very helpful and had a CD burned and ready for pick up within two hours. The woman in the medical records department was terrible and should not be employed in any role where she has to deal with the public. She said I could not have the records for 3 weeks because they were backed up and she only had "one girl to take care of all the requests." When I explained that the appointment was in 4 days she said I should have called 3 weeks ago.....my son had not yet broken his thumb 3 weeks ago!! She said if the doctor he's going to be seeing would fax her a request she could get the records to the doctor in 24-48 hours (that's what we did). BUT I AM THE CUSTOMER, I AM PAYING THE BILLS, WHY DOES THE DOCTOR GET THE RECORDS IN EXPEDITED FASHION AND I CAN'T???? Her wonderful comment to explain the situation was "Do you have any idea how many people want their medical records?" Are you kidding me? That's not an excuse for rudeness, for lack of responsiveness to the customer, or for anything at all. If demand is high, figure out how to meet it. If you are behind, put in some extra time and effort and get caught up. It's called planning, administration and hard work. When I asked why the doctor could get the records in 24-48 hours and I couldn't her response was: "Because he's the provider." Apparently if a physician calls, she responds. Anyone else, she's rude and unyielding.