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Complaint Details
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Initial Complaint
01/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
01/09/2022 My partner called to receive her medical records. While on the phone staff named **** shared to someone that does not have an ROI that I owed a bill and they were trying to collect. There was no ROI for this person for information to be shared. They are highly unprofessional. I have been calling for weeks to get records and no one answers, or no one returns phone calls when requested.
Business response
01/09/2023
The person who submitted this 'claim' used to be a patient in our practice, and there's an open ROI signed 08/16/2021, which she may have forgotten. Our office decided to discontinue services for her and terminated her care on May 20,2022 due to her refusal to pay and/or discuss payment arrangements if they were needed (See file attached-Letter May 20, 2022).
Her last visit was April 26th, 2022, thus, after a couple of months trying to get a hold on her through email, text, and phone unsuccessfully, we sent one last letter (See file attached-Letter Jun 25, 2022). Until this day our office has NEVER received a response to any of our attempts, nor we have received any communication from her via phone or email. Please, keep in mind that our EHR system records every single text and email exchange with patients, and our phone system records all calls' numbers incoming and outgoing. Besides, there's always staff in the office answering the phones from Monday to Saturday (except Fridays when the office is closed).
The person that called to our office today, did so from a phone under her name- ******* *******- (we have caller ID), and she also is registered on the medical records as the spouse. They both came to our office together to receive treatment and were fine sharing information regarding their accounts. Just to clarify, today, no PHI was disclosed.This is a small private practice, however, from more than 200 patients that this provider has, we only have an issue with this person that still persists until today.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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