Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Five weeks ago, I contacted Oak street Health to schedule an appointment. I chose January 31, 2025, at 2:20 p.m. with physician **************** During the scheduling conversation, I specifically requested wheelchair transport. I was assured that there would be no problem and that my request for wheelchair transport would be noted and provided. At 2:23 p.m., on January 31 2025 I received a call from an Oak street Health representative informing me that they were outside my residence to provide transportation for my 2:20 p.m. appointment. I informed the representative that the vehicle did not appear to be wheelchair accessible. The representative replied that they would need to check if the wheelchair could be accommodated. I was wheeled outside to meet with the Oak street Health representative, but by the time I got outside (in the rain), they had already left.   

  

  Business response

  02/03/2025

  Hello - Thank you for bringing this to our attention. We reviewed what happened and found that the patient was scheduled for a Welcome Visit on 1/31/2025, and the representative did not schedule transportation for this patient at the time of appointment. Education and training has been provided to the team supervisor for understanding. The patient was rescheduled, and completed his Welcome Visit today 2/3/2025, without complications. The patient is also scheduled to return for a 1st Wellness Review Visit on 3/5/2025. Please, let me know if there are any further questions or concerns, happy to help!

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been here in ******** for a month and a half now but away from ************** for Two months due to personal family issues I called ****************** for one time refill until I established a PC here in ******** and was told no then they went on to tell me it was per ****** request being she is the one that can approve medication and was my PC well no she isnt I see ****** I only saw ****** one time due to ****** being out of office and asked if I could get corporate number they first told me they dont have it then the rep **** told me she would have to go up front to get it and it would be a little bit only to find out she switched me to a supervisor well while explaining to thesupervisor what was going on she slips up and says she can send a message over to the team which is why I was transferred to her in first pace I thought but when I asked her for corporate number she slips and tell me that I was transferred to service complaint center???? Which her name is ****** by the way but she could not give me corporates number or should I say didnt want to I am bipolar have bad anxiety PTSD and polynueropathy along with scoliosis and I have been off my meds for 2 months I also never received a letter stating that ****** was my new PCP

  

  Business response

  01/16/2025

  Hello, thank you for taking the time to share your experience with us. Our goal at Oak Street Health is to deliver an unmatched patient experience. Were happy to hear that your care team was able to reach you and help you make an action plan. Please reach out to your care team if you need any further assistance. 

• Initial Complaint

  12/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I have used Oak Street ************ for many years. My Wife ****** ***** in Oak Street's records, suffers from advanced dementia. On 12/3/2024 ****** **** and stopped walking that morning, after numerous phone calls to Oak Street I was unable receive any medical advice. I uploaded a spreadsheet of the phone calls. ****** is now in rehab after spending 5 days in the hospital. Let me make this clear, my problem is with a corporate policy of controlling phone calls. The courtesy and care we receive from Oak Street's staff was excellent. It appears Oak Streets effort to control phone calls can completely block theirs care giving staff responding.A second problem we had was scheduling future appointments. Our Primary Physician would request we come back in 3 months. The front desk they can't make appointments ahead but would call in 3 months. That never happened, and I would schedule a reminder to call Oak Street.  

  

  Business response

  01/02/2025

  Hello, thank you for taking our call. Oak Street Healths mission is to deliver an unmatched patient experience. If we can assist you any further, please contact us at **************.

  Customer response

  01/02/2025

   
  Complaint: 22698505
  
  I am rejecting this response because: Oak Street Health is being nor responsive. When I needed their help, they refused to put me through to my local provider. Then. they didn't return my calls as they promised. They now are saying we are good guys and give us a call, REALLY.
  
  Sincerely,
  
  ******* ******

  

  Business response

  01/17/2025

  Hello, thank you for taking our call yesterday. Oak Street Healths mission is to deliver an unmatched patient experience and we take your concerns very seriously. If we can assist you further, please don't hesitate to reach out. 
  
  

  Customer response

  01/20/2025

   
  Complaint: 22698505
  
  I am rejecting this response because: Oak Street phoned me several times trying to make another appointment with my wife. I told them what they did and made no appointment. Their response was similar to their lack of responding to a medical problem, ridicules.  They have a flaw in how they handle patients request. Because of this, patient can experience serious preventable outcomes. 
  Sincerely
  
  ******* ******

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely disappointed with the scheduling issues at this location ( ********************** Street). In November, a doctor's appointment for my father was canceled while we were already en route because the physician was unavailable. We rescheduled, only to arrive at the office for the new appointment and be told again that the doctor wasnt available. What makes this worse is that I received several reminder calls confirming the appointment, so this was completely ************* add to the frustration, I was told in person that I had been added to the system to schedule appointments for my father, but Im now having trouble rescheduling his next appointment for December 3rd. On top of that, theres no way to contact the office directly to resolve these issues, which is a serious problem.These repeated scheduling issues are not just inconvenientthey're costly. I had to take time off work and drive 45 minutes to this facility, and my father, a senior on a fixed income, had to drive nearly an hour. His prescriptions are now about to expire because he hasnt been able to see his doctor for a check-up.While we love the care the doctor provides, the scheduling and communication at this office need serious improvement. I hope this review helps bring attention to these issues, as patients deserve better.

  

  Business response

  12/02/2024

  Hello, thank you for taking the time to share your experience with us. Oak Street Healths mission is to deliver an unmatched patient experience. We take your feedback very seriously and are looking into this matter.
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/18/2024 I had a first time visit to oak tree to see a Dr. ***** I was waiting for my appointment a employee at oak tree stole my identity. Social security contacted me stating someone made a new Social security account using my information. Now my appointment was at 8:30am at 9:12 a new Social security account was opened. Social security said to delete my old Social security account because of the breach.Then a few days later the call with a appointment reminded for a appointment I never made. I have to go through a lot of c*** because of this person stealing my identity!  

  

  Business response

  10/31/2024

  Hello and thank you for reaching out. We take your feedback very seriously. We'd like to hear from you and we've tried to reach you but unfortunately, we have been unsuccessful. Please know, we do not have record of your social security number and do not request this information from our patients. If you'd like to speak with a teammate, please give us a callback.

  Customer response

  11/01/2024

   
  Complaint: 22463204
  
  I am rejecting this response because:  The registration person indeed take my social security number. I have contacted *** Civil Rights and filed a complaint! Maybe I need to contact a attorney in this matter.
  
  Sincerely 

      ***** Wyatt 

  
  

  

  Business response

  11/18/2024

  Hello, thank you for your response. Our goal at Oak Street Health is to deliver an unmatched patient experience. I am asking a team member to reach out directly to discuss your concerns.
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I terminated my relationship with Oak Street Health one year ago. I have received NUMEROUS telephone calls with messages to come in for my appointment. I have repeatedly told staff that I am no longer a patient and have asked to let all staff know. I have asked not be to contacted. Each time I was assured that a message would be sent to appropriate staff. I received a call two weeks ago and had another message today to schedule an appointment. I am being harassed by this company. They will not stop bothering me.

  

  Business response

  11/14/2024

  Hello, please know that this has been resolved and your phone number has been removed.

  Customer response

  11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is against the Oak Street ************* located on 63rd and *******. I want to start off by saying that I took my mother to the doctor yesterday on September 27th and when we got there they told us that someone had reached out to her and cancel the appointment she wasn't aware of that and I asked to speak to the manager while we was waiting for the manager the reception is was watching ******* out on the TV which I thought was very unprofessional so we went to the to the waiting room and there was another TV playing loud music the manager came and I asked her was there a private room where we can talk. I was explaining to the manager what had happened about the appointment and I was wondering why my mother has not been seen since May since she's a high risk kidney patient and no blood work has been drawn on her since March of 2024 I was very upset and I also asked her why is the receptionist listening to ******* out and why is the music so loud in a professional setting and she explained to me she will talk to the receptionist and as far as the music the patience request to listen to music I said but do it have to be this loud and by you being a manager you should set the stage not the patience the only thing that should be suitable for a office setting is watching the news or a daytime talk show or something and she really didn't have anything to say so now she said that she's going to let my mother see the doctor so we went back out to the waiting room. And a nurse came in to take her weight and her blood pressure and she gave my mother a flu shot and she said she was going to draw her blood once again another unprofessional setting there was no chair for blood to be taken so I asked the nurse was she a professional phlebotomist and she said no but she know how to draw blood. Once again another unprofessional situation I have more to talk about but unfortunately your system will not allow it.

  

  Business response

  10/14/2024

  Hello, thank you for taking the time to share your experience with us. Our goal at Oak Street Health is to deliver an unmatched patient experience. We take your feedback very seriously and are looking into this matter. I am asking a team member to reach out directly to discuss your concerns.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue started on 9/16/2024,I had injured my foot and needed to see my doctor. I called oak Street health and got the call center which proceeded to put me on hold for some time ,so I chose a call back which never came.Later that day I called back got put on hold again but decided to wait it out. Finally I got to speak to a human who took my information and said my ********* would call me back.This also never happened. Next morning I call again getting call center again explain everything again and wait for a call back. Finally hours later they find the time to call me back.They want me to go get X-rays so I say fine and go to the hospital a couple hours later.When I get to the hospital they don't have an order for X-rays from my doctor . I leave hospital call ** ******** call center again ,explained everything again call center transfers me to referral lady who actually finally faxed the order. Day 3 I go back to hospital and get the X-ray done, go back home wait all day ,no call from *** So I think ok, maby tomorrow. Day 4 still hobbling around on injured foot I call them back ,get call center again ,put on hold again ,finally talk to a human who says they will get a hold of the office and I will get a callback. Well no call back, by now I am beyond ****** I have never had such bad healthcare. Day 5 rinse and repeat. By now it is the weekend so I wait until Monday call again and demand call center transfers me to the ********** I don't want any more call backs. They say they don't have my X-ray results. Ok I call hospital which says they sent them over the same day but will resend and also call ******* I think I will hear something later in the day well- you guessed it nothing. Ok day nine I call get call center. They look up results and tell me the ** will call back by the end of the day, this is at 10 am SURE ENOUGH 4,45. They close at 5.I call the office will call me right back .It is now 6 and no call. I'm dumping this **** poor excuse for a *********

  

  Business response

  09/30/2024

  Hello! Oak Street Healths mission is to deliver an unmatched patient experience. Were happy to hear that a member of your care team was able to reach you and help you make an action plan. Please contact us at ************** if you need any further assistance. 

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past three weeks I have been hung up on, not given appointments in a timely fashion, cant get an authorization for my medication, my blood sugar levels are all above 140, the one on record is 146 and I have been without medication for two weeks because of the incompetence of someone working at the clinic on ******** in ******* *********. If you do not want to give me the medication for my diabetes, tell me I will go else where so I dont end up dead because of people that do not care and put their feelings before my safety. They have never filled out the paperwork for the authorization and that itself in my opinion someone should be fired for willful disregard to my life.

  

  Business response

  09/06/2024

  Hello, thank you for taking the time to share your experience with us. Our goal at Oak Street Health is to deliver an unmatched patient experience. I am asking a team member to reach out directly to discuss your concerns.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to ********************************* on ********* in ******* IL on the afternoon of 8/13/24 due to urgent need following 1 week of stomach flu symptoms following a vacation for 2 weeks in the *********** where my symptoms started. I was still sick when I flew in back to *******. I was asked to submit stool and urine samples with my name and date of birth in one bag that the clinic provided which I dropped off on 8/14/2024 at 10 am in the morning but no one has responded to my calls about the results. I have called everyday but no one mentioned anything. I knew it was lost because no one returned my call. I was told that the Quest Lab did not receive any of my specimen samples when called customer service today 8/25/14. So this means that the specimen was lost in their office. I want the office to call me back because of its urgency. I am still sick with same symptoms and may be it should be noted as I got sick out of the country with stomach virus as i never got that so sick in my life. Hoping this clinic abide by CDC guidelines and take seriously on the severity of the situation. Thank you.

  

  Business response

  08/29/2024

  Hello, thank you for taking our call. Oak Street Healths mission is to deliver an unmatched patient experience. If we can assist you any further, please contact us at **************.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩