Complaints

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a chronic pain patient and have been since 2008. Dynamic Pain and wellness started me on my current medication in 2019, I changed drs but recently had an insurance change and had to go back there. Dr. *** tried to tell me my pain is caused by my back not neuropathy from the stroke. Told me that unless I had an MRI done of my back and get nerve blocks they couldn't help me. I have brain damage from my stroke that tells me I am in pain all the time. He said that is not possible however this has been told to me by every neurologists I have seen. I shouldn't have to leave an office in tears.

  Business response

  05/17/2024

  The patient self discharged by their own choice on May 7, 2020.  The patient then reestablished  with DYNAMIC Pain & Wellness on May 1, 2024.  The Doctor that she saw requested an updated Lumbar MRI,  She stated that she had an updated one done at Fort Walton Beach Medical Center within the last year.  An updated MRI is needed to rule out multiple reasons causing her symptoms.  When discussing this with her she became angry and aggressive stating, "if we do not do what she wants, she will go somewhere else and never come back."  Multiple courses of potential actions were presented to her in regards to helping her pain to which she continued to state that a neurologist, whom she saw 2 years ago and did not currently have one, had told her where her pain was coming from.  She refused to listen to the Doctor's attempts to explain different reasons as to why things may have changed and how important it is to get recent imaging to rule these out.  The patient left the appointment after refusing all multimodal approaches as well as a urine drug screen which is mandatory for compliance.

  All that we do is elective by the patient and it is also elective by the Physician in regards to their approach to the patient's care in adherence to safety and compliance.

  Customer response

  05/19/2024

  
  Complaint: 21654140
  
  I am rejecting this response because:

  I have chronic pain from a stroke in 2008, I told them I would do a MRI if needed but would not do injections in my back because I have been told by every neurologists since 2008 that it could cause more problems.   
  I do not have problems with my back.  The stroke damaged a portion of my brain that causes me neuropathy on my left side.  They never asked me to do a drug test. I asked the doctor if they were going to keep me on the same treatment plan that they started me on in 2019 and my current pain management is doing.   I have dealt with this for 15 years and to be told flat out that I did not know what was wrong with me.   This is not how patients should be treated.  

  The ONLY reason I was even trying to re establish as a patient is because my current drs office does not accept my insurance.   
  Sincerely,
  
  Elizabeth *******

  Business response

  05/20/2024

  As stated previously, she refused to listen to the Doctor's attempts to explain different reasons as to why things may have changed and how important it is to get recent imaging to rule these out.  The patient left the appointment after refusing all multimodal approaches as well as a urine drug screen which is mandatory for compliance.

  All that we do is elective by the Patient and it is also elective by the Physician in regards to their approach to the patient's care in adherence to safety and compliance.

  It is up to the Physician and the Patient to have an understanding of what is deemed an appropriate plan of care which is always elective and not dictated by the Patient.  If the Patient does not want to adhere to any sort of plan set forth by the Physician then that is the Patient's choice to no longer come to our practice.

  I am unsure what the outcome goal of these correspondences are but we do not seem to be a good fit for this Patient and the care that they are seeking.

  Customer response

  05/21/2024

  
  Complaint: 21654140
  
  I am rejecting this response because:  I left the office before they even asked for a drug screening,  which I would have done since I have nothing to hide.  Why would they push for the problem being in back when I don't have back problems.   I have had 3 strokes and suffer from chronic migraines.  I have been treated for chronic pain from my stroke since 2008.  If the dr had bothered to even look at my medical records then he would have known.  He came in pushing that I was there for my back and wanting to do injections, which I told him that my neurologists have told me not to do.  A dr should not treat patients the way I was treated,  I should not have been told I know nothing about my condition.   I want to make sure this business is investigated because  they are in the wrong.   I want them stopped.   They should not be treating patients.   
  
  Sincerely,
  
  Elizabeth *******

• Initial Complaint

  10/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Attention: Sylvia Wages Manager I received your letter in the mail and I thank you for your concern over my continued Health Care. However, it would’ve been more pleasing had you focused on my current care at your clinic, see had already submitted a Release form requesting Records be sent to my new Pain Management Clinic. I decided to fire your clinic the instant you provided me with the bullshit excuse regarding the extensive delays in treatment I experienced on two occasions. I waited to be seen was informed you were running an hour behind. I rescheduled and upon showing up for the 2nd try I was informed there were 4 patients ahead of me. after 5 patients were called I inquired and was told it would be at least another hour. I left. I am a people person but I can also be your worst experience. You have aligned yourself closer to the worst part. While I am new to this disability world but I am not new to management. I present a smidgen of said experience During my last 3 years on active duty I was assigned as Project Manager over the Renovation of all dormitories on Eglin AFB. I taught myself computer skills even learned how to write Data Base programs while directly supervising 24 people. As a result, I was awarded my 6th Oak Leaf Cluster to The USAF Commendation Medal during a Management Effectiveness Inspecton directly from the Investigator Generals Office in the Pentagon. As a result of this, my computer products were recommended for export to other units and bases. I have successfully operated my own General Construction Companies. I have also managed construction projects on Military installations all over the East Coast. I say this so you rest assured when I critique your inability to manage your clinics work load It’s coming from a reliable source. I am not just a grumpy old man, I know BS when I see it and I am calling it NOW. I have yet to experience such delays in treatment at any other providers office.

  Business response

  10/16/2023

  Mr. **** has violated our company's opioid policy two times by being positive for cocaine and methamphetamine.  He admitted, after denying initially, that he indeed previously sold illicit drugs.  This violates our opioid policy, however, he remained a patient for two more years using interventional measures to try to help him get better.
  
  
  Mr. **** came into the office on 9/14 for a shoulder injection.  He came in at 11:00 AM for his 1:45 PM appointment.  He has been to our office for multiple procedures without issue.  The office manager informed him we would probably not be able to get to him before 12.  She did not want to make him sit around for two hours so she asked him if we wanted to come back right after lunch.  He agreed to come back but never showed back up.
  
  Despite his lack of adherence to the scheduled times on 9/14, we put him on the schedule for the next day, 9/15, even though it was already full months in advance, communicating to the patient this may require a slight wait he still agreed to be put was then put on the schedule for the next day 9/15.  He waited for about thirty minutes and left without having his procedure.  He then called to speak to higher management.  He was extremely rude and cussed at the staff over the phone multiple times.  
  
  
  As a company we have made many attempts to help Mr. **** but at this point, the doctor then made the decision to discharge him from the practice because of his verbal abuse towards the staff.  

  Customer response

  10/23/2023

  It appears that Dynamic pain and management is digging deep to justify their letter dismissing me as a patient which stated patient provider relations.

  ironically Dynamic pain and management use the same reasoning on two other patients from what I've read stating positive drug test for methamphetamine etc. I have none of the sort in my system I've been a plasma donor since 2014. Those visits are twice a week. Additionally I have spoken to my primary care nurse she's reviewed my chart called me this morning and stated that none of my blood work reveals met them Phentermine nor cocaine.

  regardless if opioids methamphetamine and other illicit drugs or against their company policy they should have dismissed me then or continue to monitor by drug testing which they didn't bother to do.

  none of any of those reasons are related to their inefficiency on my last two visits. Once again Dynamic pain management I fired you way before you put that letter together and sent it to me in the mail. I reject the statement and allegations that I had made it to be a drug dealer? You're a bigger ******* than I thought you were I know I'm not clearly anybody who would admit to strangers that they're dealing drugs needs to be in a different kind of Clinic now don't they?

  once again Dynamic pain and management and their employee Sylvia wages are inefficient don't give a s*** about their patients and same to use the same lame excuses and reasoning when somebody becomes unhappy with their shortcomings.

  Business response

  11/09/2023

  I have copy and pasted the previous information regarding the decision to formally discharge Mr. **** from our practice.  A patient may discharge themselves and decide to come back, but if they are formally discharged then they are unable to come back unless approved by The Chief Medical Officer.  I have addressed the situation of his allegations of inefficiency, which are against a Nurse Practitioner.  The Office Manager tried to help when he came in for a procedure so that he could have it done despite come in at the wrong time.  The reference to other patients is not appropriate to discuss to do so as that is their privacy right and hearsay.  I do not know what outcome is wanted from this continued back and forth but I do not wish to continue with the name calling and cussing towards our company.  We have parted ways between Providers and Patient in the best interest of both parties.

  Mr. **** has violated our company's opioid policy two times by being positive for cocaine and methamphetamine.  He admitted, after denying initially, that he indeed previously sold illicit drugs.  This violates our opioid policy, however, he remained a patient for two more years using interventional measures to try to help him get better.
  
  Mr. **** came into the office on 9/14 for a shoulder injection.  He came in at 11:00 AM for his 1:45 PM appointment.  He has been to our office for multiple procedures without issue.  The office manager informed him we would probably not be able to get to him before 12.  She did not want to make him sit around for two hours so she asked him if we wanted to come back right after lunch.  He agreed to come back but never showed back up.
  
  Despite his lack of adherence to the scheduled times on 9/14, we put him on the schedule for the next day, 9/15, even though it was already full months in advance, communicating to the patient this may require a slight wait he still agreed to be put was then put on the schedule for the next day 9/15.  He waited for about thirty minutes and left without having his procedure.  He then called to speak to higher management.  He was extremely rude and cussed at the staff over the phone multiple times.  
  
  As a company we have made many attempts to help Mr. **** but at this point, the doctor then made the decision to discharge him from the practice because of his verbal abuse towards the staff.

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