Complaints

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have reached out multiple times over the last several months trying to request medical records for my son. I called multiple times, and finally I was told to send a request online which I did the first week of September. I never heard anything, I called back and was transferred to the lady who was supposed to help on October 2nd, and she did not answer, so today on October 10th I called again and was sent to voicemail. the missed call on SEPT 6th happened at the same time I was on the phone with one of their agents I told me to submit the request online.

  Business response

  10/31/2023

  Thank you for your inquiry and request for clarification. Patient care and addressing the needs of our patients and their families is our number one priority, so we can appreciate the urgency of a medical records request. Our team strives to provide patients and their caregivers with requested documentation as quickly as possible, but there are instances when additional information is required to comply with all local, State,and Federal guidelines. In these cases, our medical records department communicates with the patient or caregiver to explain what is needed for our medical practice to remain in compliance, noting that medical records cannot be released until all items have been received. According to our records, we received a completed medical records request on October 19th, 2023 and completed the request on the same day. We are always happy to provide more guidance and clarification on a request and welcome patients to contact one of our practice managers.

  Customer response

  11/08/2023

  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. however they initial request was sent months ago, and they did correct the problem and sent out the information on the 19th, however they date of the request was months not on the 19th as they claim. The 19th is when when a second request was sent in while I was on the phone with a patient coordinator who reached out after the initial message from the BBB
  
  Regards,
  
  *****************
  

  Customer response

  11/08/2023

  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. however they initial request was sent months ago, and they did correct the problem and sent out the information on the 19th, however they date of the request was months not on the 19th as they claim. The 19th is when when a second request was sent in while I was on the phone with a patient coordinator who reached out after the initial message from the BBB
  
  Regards,
  
  *****************
  

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