Complaints

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have repeatedly contacted both offices. The one in **************** and the one in ***********. I need a copy of my sons medical diagnosis. They do not answer their phones. I did reach the ****************** today however I have not received the email. I was said to receive. This office has repeatedly Ignored phone calls to the point that my son has missed medication for weeks at a time. *** tried reaching out several times to the Office manager who manages both the **************** location and the *********** location, and have not received a callback. My son needs ABA therapy as well as medication in the county that I currently live in. I have just moved and I need copies of these things as soon as possible and they are not responding, the way that they should. *******, Who I spoke with today at the ******************, said that she would send it over and still has not sent it. I do not believe she will. She was extremely condescending over the phone about what information I needed. I let her know that I needed a copy of his diagnosis. She asked what else I wanted put in the paperwork and I said I dont know the date he was diagnosed? Im not sure *** never done this before and she was extremely condescending. I am not at all happy with the way this place is being run. I could not find an email to make a formal request from them. Ive contacted Medi-Cal and IEHP to get in touch with them and no one can get in touch with them. The regional center has also tried getting in touch with them for his records and cannot get in touch with them. Im unsure what to do as this is going to possibly interrupt my sons ability to receive his medication. I will be reporting this to the medical board as well. I just need a copy of his diagnosis signed by the doctor so that I can give it to his new doctor and The regional center.

  Business response

  08/20/2024

  Hello,
  This is a response to the complaint filed against our business. *********************** had contacted our office which we responded very promptly via email. She requested that her child's records be sent to her same day. We do have a ROI that we require to be filled out signed and verified with ID on file in patients chart. 
  
  She was upset about our process and demanded that it happen same day. The records were given to her that following Monday. She inquired about the records Friday. We did it as a stat for her and usually this process takes 7-10 business days. We followed up with mom with a phone call and the Medical Director reached out to her to resolve her issue. 
  
  If you have any further questions please feel free to reach out to our office. 
  
  Best regards,
  *************************************
  Office Manager

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