Complaints

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Visited with *** **** on May 1, 2024. The doctor's office took an x-ray of my foot but refused to provide results of the x-ray

  Business response

  07/30/2024

  The patient was seen in our office on 05/01/2024, please see attached note.  We requested radiographs be taken and a follow up appointment to be scheduled to review the findings with her (6/13/2024 3:10:00 PM - REV-XRAY, CCOOK, CANCELED) which was canceled as she wanted to have the review of radiographs done over the phone.  It was explained several times that the appointment that was made on 6/13/2024 was to review the findings of the radiographs.  

   

  The office manager documented the following conversation with Donna on 6/11/2024 when the reminder calls were made:

  "******* called to do call confirmations with this patient and she said that if she didn't get the results of the x-rays PRIOR to her appointment then she wanted to reschedule the appointment until she was able to get the results of the appointment.  ******* tried to explain to her that the purpose of the appointment was to review the x-rays and the phone disconnected.  She called back a short time later and said that she was hung up on (******* did not hang up on her-not sure what happened, but the call was dropped somehow).  I took the call this time.  I asked for her DOB and asked how I could help her.  She said that she wanted to get the results of her x-rays.  I started to let her know that the purpose of the appointment was to review the findings of the imaging and she said, 'Stop interrupting me!  You aren't listening to me.  I should have the results of the imaging prior to this appointment.  You shouldn't be holding this information from me.'  I then again reiterated that the purpose of the appointment was to review the findings of the imaging and she said again that she wanted the information prior to the appointment and that she would be calling her insurance company and reporting us that we did not provide this information via a portal.  I started to explain to her that I could provider her with an x-ray disc, but she started yelling and said to cancel the F***ing appointment and hung up the phone."  

   

  The patient is more than welcome to pick up an x-ray disc of her imaging if she would like to call ahead so we can burn the disc. 

   

   

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My appointment with *** **** **** *** ***** at , **** **** **** ****** ** ******** ********, was on , January 25 th at 10:30 am. I had my next door neighbor,***** ********* drive me to my appointment . I arrived and signed paperwork and was brought back into a room where I was asked to remove my shoes and socks. (I was being seen for a heel spur my Dr reports showed). The nurse, took my blood pressure and read the referring papers. She then looked at me and asked why I was there, I told her I'm in severe pain and my Dr said I have a heel spur. She rolled her eyes at me and said you most certainly do not have a spur it would have to be facing down to cause problems, you have, Planter Fasciatis. I explained the Er and my Dr and xrays showed I do. She then told me the Dr would get me a device to wear on my foot for, (PF) and I would need to pay out of pocket. I said that I'm on medicaid amd couldn't afford it she shrugged her shoulders and left. I decided at that point I was leaving because I was treated horribly. The office called me saying they would mark me as a no show and I would be charged out of pocket, $75.00. I told the receptionist I was there and checked in and my neighbor seen i was in the office and taken back and I am not paying that they sent me a letter stating I owe. I have never felt so humiliated in my life, and charged a ridiculas fee for leaving because I felt unsafe in that office. I hope this can be resolved as I do not have that kind of money, I am fully disabled and they know this. I am very disappointed with their lack of empathy and (bed side manners) my sister works for, **** ***** **** ******, and she said the nurse was in the wrong for saying anything to me at all, that was for the Dr only!

  Business response

  03/11/2024

  Communication is simply the solution to this individuals concern.  The medical assistant was in the wrong to have diagnosed and treated the patient's problem based on her subjective description.  Had the patient waited for the doctor to have spoken with her there would not have been this confusion and she would have had her pain resolved.  The patient did walk out without mentioning any of her concerns to the staff.  A call later to better understand the reason for her sudden departure revealed she had been offended by the medical assistant.  There was no physical danger.  Eye rolling and coming to a premature conclusion by staff is not grounds of emotional danger that would discourage open communication of financial concerns.  *** **** **** *** ***** are very sensitive to financial and physical challenges and find it satisfying to help where we can.  All of the concerns voiced in this complaint were not discussed with us outside of what she had mentioned to the medical assistant which had expected further discussion as the visit would normally have progressed with the doctor.   We do apologize for the behavior of the medical assistant as she was out of place.  Not because of this incident but she no longer is employed by *** **** **** *** ***** so correcting this is no longer possible and we unaware of any other staff who are providing premature advice to patients.  We do appreciate the heads up in this regard however. 

  
  In regards to a fee for taking up an appointment time without completion is considered equivalent to a not showing up for an appointment.  The fee is not a punishment but a reminder that time is money and a lost appointment for someone else who needs this time and must wait for a later time.  It is not an inconsequential decision to leave before your appointment with the doctor and I hope that as we as company learn from this experience the patient may also understand the importance of her time scheduled with the doctor.  It not a Better Business Bureau’s responsibility to communicate such concerns.  We do not care what our Better Business rating is frankly.  Our motivation to be a great business to the public is solely based on caring for patients, to provide them with an environment to heal.  This takes kindness on our part but also open communication with both patient and provider.  This individual is invited to call us directly regarding her concerns and I promise she will have the same experience every one else has dealing with the front office and her concerns will be resolved.

  Customer response

  03/15/2024

  Complaint: ********
  
  I am rejecting this response because: I made and  went into my appointment with the intention of seeing a Dr for my problem  after I was told all the dr was going to do is offer me a splint for my (pf) and i would have to pay out of pocket, even after I told her I had no money,,, I decided to leave because I wasn't being heard as a patient and felt defeated and started a anxiety attack because , (who I thought was a nurse,) told me the dr was only providing something I had no money for, I feel I shouldn't have to pay for this visit because I did my part and went to the room and was told all of this, as for other patients there were none, if I was a actual no show I could understand the fee but I was in the room with the attention of seeing the Dr for at least 10 minutes. They also claim no emotional danger that would discourage open communication when in fact I suffer from PTSD and severe anxiety so yes at this point I left due to my anxiety attack. No person should be treated in the manner I was treated and they are not a psychiatric center to make a assumption of their interpretation of emotional danger. Very unprofessional. It shows their lack of care with the response of not caring about their buisness rating,  I guess that speaks magnitudes. 

  
  
  
  Regards,
  
  ******* ****** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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