It is very disappointing to hear that this patient felt the need to complain to the Revdex.com andnot return his complaint formAll complaints are taken very seriously.I am not making excuses for the staffs error in judgement in
dealing with this patient;however we changed computer systems in August The old system would allowfor clinical staff other than providers to place orders, the new system will only allowmedical providers to enter lab orders.The receptionist was mistaken in scheduling Mr*** to come in to have lab drawnprior to his visitProviders may choose whether to pre-draw lab or order lab during thevisitThere were no orders entered for the lab to be drawn prior to the visitThere was amention of labs in his chart with the note "Will do routine labs for chronic conditions nextoffice visit in monthsReturn in six months, fasting"The phone receptionist mistakenlyread the office note and assumed there were orders.When Mr*** came in for his lab appointment, the lab technician could not find anyordersThe lab technician and receptionist apologized to him for the error andexplained that without orders they did not know what tests to performThe provider wasseeing other patients at the time, and having been six months since his last visit, wouldhave needed to examine him for his current medical conditions before placing laborders.This was explained to Mr*** and the receptionist again apologizedWe had noopen appointments for the provider that morning, but he was offered an appointment forthat afternoon and the next morning which he declined both.He asked to speak to the person who manages the doctorsThe receptionist followedour protocol and gave him a complaint formOur policy is that patient complaints mustbe presented in writingIf the patient had returned his form he would have beencontacted and an explanation would have been given to him.We will contact this patient with an explanation and offer apologies for hisinconvenience.Sincerely,*** ***, RNClinical Operations Director
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In the response it is said that I was offered an appointment for later that same day as well as the next day. This is NOT true. I was only offered the option to come back the following day. I stated that I could not since I had already taken a day off for my scheduled appointment. I would not be able to take another day off. If I would have been offered the option for later that day I would have accepted. That was never offered.
Regards,
[redacted]
It is very disappointing to hear that this patient felt the need to complain to the Revdex.com andnot return his complaint formAll complaints are taken very seriously.I am not making excuses for the staffs error in judgement in
dealing with this patient;however we changed computer systems in August The old system would allowfor clinical staff other than providers to place orders, the new system will only allowmedical providers to enter lab orders.The receptionist was mistaken in scheduling Mr*** to come in to have lab drawnprior to his visitProviders may choose whether to pre-draw lab or order lab during thevisitThere were no orders entered for the lab to be drawn prior to the visitThere was amention of labs in his chart with the note "Will do routine labs for chronic conditions nextoffice visit in monthsReturn in six months, fasting"The phone receptionist mistakenlyread the office note and assumed there were orders.When Mr*** came in for his lab appointment, the lab technician could not find anyordersThe lab technician and receptionist apologized to him for the error andexplained that without orders they did not know what tests to performThe provider wasseeing other patients at the time, and having been six months since his last visit, wouldhave needed to examine him for his current medical conditions before placing laborders.This was explained to Mr*** and the receptionist again apologizedWe had noopen appointments for the provider that morning, but he was offered an appointment forthat afternoon and the next morning which he declined both.He asked to speak to the person who manages the doctorsThe receptionist followedour protocol and gave him a complaint formOur policy is that patient complaints mustbe presented in writingIf the patient had returned his form he would have beencontacted and an explanation would have been given to him.We will contact this patient with an explanation and offer apologies for hisinconvenience.Sincerely,*** ***, RNClinical Operations Director
Would like an explanation of why could not get my blood drawn that day.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In the response it is said that I was offered an appointment for later that same day as well as the next day. This is NOT true. I was only offered the option to come back the following day. I stated that I could not since I had already taken a day off for my scheduled appointment. I would not be able to take another day off. If I would have been offered the option for later that day I would have accepted. That was never offered.
Regards,
[redacted]