Complaints

• Initial Complaint

  09/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dr. ***** *** was my primary care physician. I came to her with stomach and digestive problems. She referred me to a GI specialist and promised to provide a referral to me personally via email and to fax one to the office. This was in May 2023. I called the references to make an appointment and was never able to reach the doctors referred to me. In July 2023 the front desk assistant relayed that I was given referrals to doctors no longer in practice and she made an appointment for me on august 29st. She promised to provide an updated referral to my email and to fax one to the doctors office. I never received the email and never received a reply to my attempts to ensure a new referral was made. On august 29th I arrive at my appointment to find there was no referral. I drive to Dr. **** office to talk with front desk. Dr. *** never made a new referral even though she had over a month to do this. I have front desk the fax # for the GI office, the exact date and time of my appointment and the referred doctors name. I was promised a new referral to be in my email and faxed over to the GI office immediately. My appointment was this morning, September 28th at 930am. I have in the last month called Dr. **** office with no return call, I emailed yesterday to remind her to send the referral. The referral was yet again not made. I feel as this is a direct failure to follow through with doctor responsibilities. This doctor is aware of my condition and the importance with which I need a referral to follow through with my health and care. She has neglected to do a very simple and standard act of health care. I can not help but wonder if she does not care about her patients or if she is so very unorganized that something so important could be forgotten. Regardless it is unprofessional and I worry she will do this again to another patient.

  Business response

  09/28/2023

      7/18/2023 Patient called about her referrals stating she still has not heard a response from GI doctor at Woodholme Gastroenterology. I called the clinic and received an answer, made the patient an appointment for 8/31/2023 with Dr. ****** at 11:30 am. Called patient and left a voice mail on appointment date and time with all information if she was not available for the appointment date and time. Patient did call office stating she received the message.

  
  The message above is a note in the chart that was placed by front desk. I sent an attachment of the front desk email from Ms. ***** a copy of the referral was sent out on 9/12/2023 for her upcoming appointment to the GI doctor I even went to the print and copy to have the referral faxed because the fax machine is down in the office, but ***** has one at home and I didn't want the patient to wait. I called and left Ms. ***** a voicemail making her aware that I had sent it to her email and faxed it out. I have also sent a copy of the referral to you so that you may verify the date as well. The staff apologize to Ms. ***** that the doctor on the referral no longer worked out of the Owings Mills office that was the reason she couldn't be seen, nor did she have the original referral on the date of her appointment that was handed to her the day she left the office on her initial visit. I even sent over the original referral to show we have been on top of assisting Ms. *****.

  Business response

  09/28/2023

  Copy of original referral

  Email with second referral showing it was emailed to patient.

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