Complaints

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They Don't call back, won't complete FMLA papers, my son is about to lose his job. Just what someone with anxiety & depression needs. More of both because of the people that are supposed to be helping him. But they are quick to do the intake appointment & bill you $200+ then sit & wait. He is getting very close to being in crisis & it is these people pushing him over the edge

  Customer response

  03/03/2022

  My son's name is *******. He is 22. He asked me to take actions to help him resolve his issue & so is aware & agrees with my filing the complaint.

  Business response

  03/23/2022

  Referral was received for this individual on 12/23/2021 from the local Crisis Intervention service; referral was requested for treatment of anxiety and depression through medication management and outpatient counseling. 

   

  Insurance changed effective 1/1/2022 which restricted which staff could provide counseling for in-network benefits.  For providers that carry those credentials, there is a 3-6 month waiting list at our facility.  We offered to email a list of other local providers as well as add the individuals name to the waitlist if they wanted; they requested to be placed on the waitlist as well as to receive a follow up email with other local provider information provided.

   

  Intake was completed on 1/5/2022.  Out of network fees applied to the appointment on 1/5/2022 with the intake counselor, to which the family agreed. 

   

  During intake, patient reported he has been working full time as a ******* at a warehouse for over a year and is functioning well at work. He also reported no current issues related to his employment.

   

  Psychiatric Evaluation was completed 1/27/2022 and prescriptions for anxiety medication was provided electronically to the pharmacy on file.  FMLA paperwork was requested and family was informed it would take 30 days to complete and is up to provider discretion to complete. 

   

  Follow up calls to schedule follow up medication appointments were made 1/28/2022 and 2/2/2022; neither call was answered and voicemails were left requesting a call back to the office to schedule appointments.  

   

  On February 4^th, the following phone call is documented (names have been edited to initials for privacy): 

  
  "A, mom, called in stating the * informed her he is struggling at work and wishes he had his FMLA paperwork so he could leave work and mom wanted to reach out to see if the doctor has completed this yet." I reminded her that it is not a guarantee that the doctor will complete paperwork as it is their discretion, we allow 30 days for processing time frame and his eval was on 1.27, but I would reach out to check on the status of this. "She thanked me." 

   

  It has been determined that patient will need further treatment/assessment by the physician to determine support for FMLA paperwork. 

*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. ↩