Complaints

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 10th 2023 Too much to express how this entire appointment was mishandled in this short space. Short version: When making the apt I was told they do not give out the fax # to be able to forward my medical records. I have a TBI verbal communication is an issue for me. The front desk clerks made me wait over 2.5 hours for my scheduled apt. I found out later this was due to them trying to run my PRESCRIPTION drug coverage (even to the point of bringing me onto a call with them twice) and then decided to charge me a copay. No matter how many times I explained Medicare is my primary. Medicare said they were never contacted. This horrific treatment of waiting this long for a scheduled appointment, resulted in my having 3 full blown panic attacks, and 1 I was reduced to tears, and almost vomited. By the time I finally saw the DR there was not a lot of communication left, and although I tried to explain and understand I was met with anger and frustration. The DR upon entering my visit did not even say Hello I am DR so & So what brings you in today... so I did not even know she was the DR. There was NO COMPASSION, no understanding. Upon abruptly ending my appointment the DR threw my file on the desk, and told me "WAIT THERE!" She then walked to a coworker and made a face, which made the coworker stare and laugh at me! She then walked briskly past me without another word. I since have learned she also BANNED me from returning to the facility. Anyone who knows me is shocked! I did not throw things, threaten anyone or anything that should have banned me from returning. I was the one who was treated very poorly. My service dog would not allow me to return. I have made several attempts to educate so no one with a TBI would be treated this way but it always falls on deaf ears, since they now see me as the "problem". This was a HORRIFIC experience many more things that happened. I have contacted BIAK Brain Injury Alliance of KY but they do not have the resources required .

  Business response

  08/21/2023

  ** ********** ******** *********** ** * ******* ** * ************* ** *****
  August 10, 2023
  
  To:    Better Business Bureau
  
  
  RE:   BBB Complaint ID:  ******** **********   
  
  
  To Whom It May Concern,
  
  Thank you for the information regarding the complaint filed.  We take pride in delivering excellent care to our patients. If a patient is unhappy with the care or treatment they have received, we welcome the opportunity to discuss these concerns directly with the patient.
  
  Sincerely,
  
  ****** ********
  Office Manager
  Express Care
  ***** ********

  Customer response

  08/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It is not a response. It is just a canned we always strive to do the best. This facility has a horrible rating on Google reviews and I am wishing this to be reflected in the BBB rating. Mainly so others are forewarned. I would be remiss if I did not do everything in my power to assist the next person in being mistreated as I was. The 2.5 hour wait was pure torture for my TBI.  Then after being so horrifically treated to be told I was BANNED???????!!!!

  This facility needs to be educated on many things. This is my ongoing goal for this claim.

  I also wrote an attached response.
  
  Sincerely,
  
  *** ****

  Business response

  08/25/2023

  Ho Physicians Services

  Williamsburg, KY 40769

   

  
  
  August 25, 2023
  
  To:    Better Business Bureau
  
  
  RE:   BBB Complaint ID:  ******** ********** 
  
  Thank you for giving us the opportunity to re-address *** ****** complaint.  All health centers must comply with the Health Insurance Portability and Accountability Act that sets standards to protect sensitive patient health information from being disclosed without the patient’s consent or knowledge.

  
  At this time we are unable to disclose whether or not *** **** has received treatment at our facility. All existent patients have the choice to come into the clinic and sign a written authorization that would allow us to disclose health information to a third party.

  
  Again, we welcome the opportunity to discuss these concerns directly with the patient.

  
  We take all complaints seriously and look to resolve them on a prompt and fair basis. We encourage any governmental agency that *** **** has filed a complaint with against our company to contact us directly so that a fair and proper investigation can be conducted.
  
  Sincerely,
  Management team

*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. ↩