21st Century Family Medicine

My name is *** ***, and I am the office administrator at 21st Century Family MedicineI am writing in response to a complaint (ID#***) we received from a patient at our medical practice.Last Wednesday, 1/21/15, our office manager called the patient The manager listened to all of
the patient's concerns and addressed them one by one One concern was that the patient had left several messages at the office with no return phone call We have been having issues with our phone system and are in the process of resolving those issues She stated that after checking the website, she found that the only way to contact the office was via phone We do have an email (***) listed on the site in addition to the phone numbers for each of our offices. The patient also complained that she hadn't heard back from our office regarding her lab results The patient was reminded that her doctor's approach is 'no news is good news.' This means that if you don't hear from us about your results, everything is okay If there are any concerns, we will call you In addition, when the patient left her original appointment, she was told to make a follappointment in weeks in order to review the results and cover any additional medical concerns she may have Our manager reassured the patient that some new policies had been set in place in order to make sure her doctor's patients were notified with results regardless of their findings. Our manager also explained to the patient that she is able to access her own medical records/lab results online through our Electronic Medical Record system Therefore, in the future, the patient can see them herself.The patient had also made some negative remarks about one of the medical assistants in our office Both the manager and I had a long talk with that medical assistant Our manager made sure to let the patient know that the employee had been reprimanded for her behavior.Her final complaint was the wait time for her blood draw We are fortunate enough to have a phlebotomist/lab here on site in our office so that our patients do not have to make a separate trip to a lab in order to have their bloodwork done This phlebotomist covers patients for of our doctors Thus, if the patient had to wait a short while to have her blood drawn, it is simply because there were a few other patients in line ahead of her. Our office manager felt that the conversation with the patient was a positive one and that the patient's concerns were all met.If you have any questions or need additional information, please let me know

The following email was sent to *** on 4/29/15.In response to the patient grievance we received:Our medical office uses an Electronic Medical Recordssystem, and this system requires that prescriptions are sent and receivedelectronically. At times, these prescriptions
are not received. Upon reviewing the patient's complaint, we looked in hischart to see if these electronic refill requests were received. Unfortunately, they were not. However, we did find a fax copy of a refillauthorization request for the specified medication. The request is datedFebruary 2015. The doctor denied the refill and faxed it back to thepharmacy. The reason for the denial is that the patient has not been seenby a provider in our office since February 2014. We require that all ofour patients (especially those on medication) see their doctor annually. When the pharmacy sees that a medication is denied, they are supposed to alertthe patient of the denial and the reason. Thus, the patient should makean appointment to come in to see the provider, be examined and receive a newprescription. This patient was contacted via telephone by the doctor'sMedical Assistant. She filled his prescription for him asrequested. I also spoke with the patient today and explained the reasonthat his prescription was denied. I asked that he make an appointmentwith the doctor, and he kindly agreed. Thank you,*** *** *** *** *** *** *** *** *** ***Please Note: I workin the office on Mondays, Wednesdays and Thursdays

In response to Ms. [redacted] continued complaint:After Ms. [redacted] spoke with our office manager on January 22, 2015, the manager then sent the patient an email link for her to access her own medical records via our Electronic Medical Records system.  It seems that the patient did not receive the email with the link for access.  On February 4, 2015, the office administrator, [redacted], called the patient directly and asked if she had been able to access her chart.  When the patient explained the she had not gained access, the administrator then reset the link once again and emailed it to the patient.  The office administrator told the patient to call her back directly if she encountered any other problems.  On February 5, 2015, the patient sent an email to the doctor through our Electronic Medical Records system asking some questions about her blookwork results.  This correspondence with the doctor proves that not only did the patient receive the link to access her medical chart, but also that she received and reviewed her blood test results.  The doctor responded to her email and answered one of her questions.  He also explained to the patient that if she had further questions about her bloodwork, she would need to make an appointment to discuss them. I attached a screen shot of these messages for your review.The patient also stated that we do not have an email address located on our website.   Our website address is [redacted].  When you click on the tab labeled "contact," you are taken directly to a page listing all of the offices with addresses and phone numbers.  At the very top of that list is our email address.  I attached a screen shot for your review.Please let me know if further information is needed.Thank you,[redacted]Office Administrator21st Century Family Medicine?

Maria,This morning I got email with link to box where I read what the clinic manager responded with to my complaint. I was offered to accept or reject it and fill in why.  I rejected it, but no matter where I clicked, I was not allowed to say why. I called your office and was given your email address so I could tell you why I rejected the response.She said I was told the doctor has a policy about no news means nothing is wrong. I was not told that while at the clinic!! no one ever said anything of the sort to me. Neither was I told I needed to make an appt to see the doctor in 4 weeks! When I made the appointment for Dec. 29th, and later filled in all their forms, they knew I lived in Seattle and was only at their clinic for the exam that day. Had they actually asked me to make an appt. in 4 weeks, I would have reminded them that I would not be in AZ in 4 weeks!!  In fact, during the time I was waiting for the blood draw I made several attempts to talk to the gals at the desk about what was going on, should I do anything else? They didn't even look up at me, too busy with their computers and things in front of them; one actually ignored me. The office manager who eventually called me after getting the report from you, did go over some those items....she also promised me to get the email link to where I could access my blood test results. That never happened and I attempted twice to once again get her on the phone....and she did not return my call.  (Oh, the response was they have issues with their phones at times?! it has been a month!  I have tried so many times I lost count to get them on the phone....their excuse holds no water!!)Another response was their email is on their site.....I searched for days trying to find an email or other phone number....there is not such a critter on their site. If there is now, they just put it on to cover themselves!! Then, this week I got the bill from the lab! They want me to pay for the blood tests which I have yet to see the results of!  When I tried to get the lab on the phone, they don't have a way to talk to someone and message was, if you want blood test results you have to talk to your doctor!!!  I emailed them my complaint but after two days have not gotten a response from them either!!([redacted])This is absolutely obnoxious and wrong!  I had a very simple exam and blood draw. A month has gone by and no one can get me the blood test results yetI am supposed to pay for them!!!  Not only that, but I have every right to know what the results were whether they were normal or not!!  I will not stop until I have this resolved to my satisfaction.[redacted]Seattle,WAfile#

The following email was sent to [redacted] on 4/29/15.In response to the patient grievance we received:Our medical office uses an Electronic Medical Recordssystem, and this system requires that prescriptions are sent and receivedelectronically.  At times, these prescriptions...

are not received.  Upon reviewing the patient's complaint, we looked in hischart to see if these electronic refill requests were received. Unfortunately, they were not.  However, we did find a fax copy of a refillauthorization request for the specified medication.  The request is datedFebruary 2015.  The doctor denied the refill and faxed it back to thepharmacy.  The reason for the denial is that the patient has not been seenby a provider in our office since February 2014.  We require that all ofour patients (especially those on medication) see their doctor annually. When the pharmacy sees that a medication is denied, they are supposed to alertthe patient of the denial and the reason.  Thus, the patient should makean appointment to come in to see the provider, be examined and receive a newprescription. This patient was contacted via telephone by the doctor'sMedical Assistant.  She filled his prescription for him asrequested.  I also spoke with the patient today and explained the reasonthat his prescription was denied.  I asked that he make an appointmentwith the doctor, and he kindly agreed.   Thank you,[redacted]Please Note: I workin the office on Mondays, Wednesdays and Thursdays.

Maria,
This morning I got email with link to box where I read what the clinic manager responded with to my complaint. I was offered to accept or reject it and fill in why.  I rejected it, but no matter where I clicked, I was not allowed to say why. I called your office and was given your email address so I could tell you why I rejected the response.She said I was told the doctor has a policy about no news means nothing is wrong. I was not told that while at the clinic!! no one ever said anything of the sort to me. Neither was I told I needed to make an appt to see the doctor in 4 weeks! When I made the appointment for Dec. 29th, and later filled in all their forms, they knew I lived in Seattle and was only at their clinic for the exam that day. Had they actually asked me to make an appt. in 4 weeks, I would have reminded them that I would not be in AZ in 4 weeks!!  In fact, during the time I was waiting for the blood draw I made several attempts to talk to the gals at the desk about what was going on, should I do anything else? They didn't even look up at me, too busy with their computers and things in front of them; one actually ignored me. The office manager who eventually called me after getting the report from you, did go over some those items....she also promised me to get the email link to where I could access my blood test results. That never happened and I attempted twice to once again get her on the phone....and she did not return my call.  (Oh, the response was they have issues with their phones at times?! it has been a month!  I have tried so many times I lost count to get them on the phone....their excuse holds no water!!)
Another response was their email is on their site.....I searched for days trying to find an email or other phone number....there is not such a critter on their site. If there is now, they just put it on to cover themselves!! Then, this week I got the bill from the lab! They want me to pay for the blood tests which I have yet to see the results of!  When I tried to get the lab on the phone, they don't have a way to talk to someone and message was, if you want blood test results you have to talk to your doctor!!!  I emailed them my complaint but after two days have not gotten a response from them either!!([redacted])This is absolutely obnoxious and wrong!  I had a very simple exam and blood draw. A month has gone by and no one can get me the blood test results yetI am supposed to pay for them!!!  Not only that, but I have every right to know what the results were whether they were normal or not!!  I will not stop until I have this resolved to my satisfaction.[redacted]Seattle,WAfile#

My name is [redacted], and I am the office administrator at 21st Century Family Medicine. I am writing in response to a complaint (ID#[redacted]) we received from a patient at our medical practice.Last Wednesday, 1/21/15, our office manager called the patient.  The manager listened to all of...

the patient's concerns and addressed them one by one.  One concern was that the patient had left several messages at the office with no return phone call.  We have been having issues with our phone system and are in the process of resolving those issues.  She stated that after checking the website, she found that the only way to contact the office was via phone.  We do have an email ([redacted]) listed on the site in addition to the phone numbers for each of our offices. The patient also complained that she hadn't heard back from our office regarding her lab results.  The patient was reminded that her doctor's approach is 'no news is good news.'  This means that if you don't hear from us about your results, everything is okay.  If there are any concerns, we will call you.  In addition, when the patient left her original appointment, she was told to make a follow-up appointment in 4 weeks in order to review the results and cover any additional medical concerns she may have.  Our manager reassured the patient that some new policies had been set in place in order to make sure her doctor's patients were notified with results regardless of their findings. Our manager also explained to the patient that she is able to access her own medical records/lab results online through our Electronic Medical Record system.  Therefore, in the future, the patient can see them herself.The patient had also made some negative remarks about one of the medical assistants in our office.  Both the manager and I had a long talk with that medical assistant.  Our manager made sure to let the patient know that the employee had been reprimanded for her behavior.Her final complaint was the wait time for her blood draw.  We are fortunate enough to have a phlebotomist/lab here on site in our office so that our patients do not have to make a separate trip to a lab in order to have their bloodwork done.  This phlebotomist covers patients for 5 of our doctors.  Thus, if the patient had to wait a short while to have her blood drawn, it is simply because there were a few other patients in line ahead of her. Our office manager felt that the conversation with the patient was a positive one and that the patient's concerns were all met.If you have any questions or need additional information, please let me know.

In response to Ms. [redacted] continued complaint:After Ms. [redacted] spoke with our office manager on January 22, 2015, the manager then sent the patient an email link for her to access her own medical records via our Electronic Medical Records system.  It seems that the patient did not receive the email with the link for access.  On February 4, 2015, the office administrator, [redacted], called the patient directly and asked if she had been able to access her chart.  When the patient explained the she had not gained access, the administrator then reset the link once again and emailed it to the patient.  The office administrator told the patient to call her back directly if she encountered any other problems.  On February 5, 2015, the patient sent an email to the doctor through our Electronic Medical Records system asking some questions about her blookwork results.  This correspondence with the doctor proves that not only did the patient receive the link to access her medical chart, but also that she received and reviewed her blood test results.  The doctor responded to her email and answered one of her questions.  He also explained to the patient that if she had further questions about her bloodwork, she would need to make an appointment to discuss them. I attached a screen shot of these messages for your review.The patient also stated that we do not have an email address located on our website.   Our website address is [redacted].  When you click on the tab labeled "contact," you are taken directly to a page listing all of the offices with addresses and phone numbers.  At the very top of that list is our email address.  I attached a screen shot for your review.Please let me know if further information is needed.Thank you,[redacted]Office Administrator21st Century Family Medicine?

I have been going here for2 yrs.They used to be good .Now they have new management and are lousy.You must make an appointment to get refills and they refuse to treat pain.

Review: I have been having this problem from the first time I went here trying to get a refill on my migraine meds. Every time a pharmacy sends in a refill request to this location they never seem to receive it, the first pharmacy I was at sent in a refill request 4 times and the office said they never received on request which I had to end up going up to the office and have them send the pharmacy the refill while I was there, the second time in which it happened again I watched the pharmacy send in the request and again the office claimed they never received it in which again I had to go to the office and get a written refill request something I should not have had to do. Now that i'm at a new pharmacy the same thing is going on again they have sent in a refill request 3 times and once again they said they never got them, I even went up there and they said they would send it in which was a lie and now they don't answer the phones and the mailbox is conveniently full.Desired Settlement: Due to the total lack of disregard at this office with my refills I have been forced to go to the hospital 2 times because of severe migraines due to not having my meds getting refilled and something needs to be done about the lack of service a doctors office is supposed to give. The point is I need my meds refilled when they are supposed to be with no delay

Business

Response:

The following email was sent to [redacted] on 4/29/15.In response to the patient grievance we received:Our medical office uses an Electronic Medical Recordssystem, and this system requires that prescriptions are sent and receivedelectronically. At times, these prescriptions are not received. Upon reviewing the patient's complaint, we looked in hischart to see if these electronic refill requests were received. Unfortunately, they were not. However, we did find a fax copy of a refillauthorization request for the specified medication. The request is datedFebruary 2015. The doctor denied the refill and faxed it back to thepharmacy. The reason for the denial is that the patient has not been seenby a provider in our office since February 2014. We require that all ofour patients (especially those on medication) see their doctor annually. When the pharmacy sees that a medication is denied, they are supposed to alertthe patient of the denial and the reason. Thus, the patient should makean appointment to come in to see the provider, be examined and receive a newprescription. This patient was contacted via telephone by the doctor'sMedical Assistant. She filled his prescription for him asrequested. I also spoke with the patient today and explained the reasonthat his prescription was denied. I asked that he make an appointmentwith the doctor, and he kindly agreed. Thank you,[redacted]Please Note: I workin the office on Mondays, Wednesdays and Thursdays.

Review: [redacted] spent 10 minutes reading my history to me, taking only my heartbeat and looking into my ears and eyes. Then ordering a large amount of blood tests.

That was the extent of what was supposed to be an extended well person exam as pe[redacted]. When questioned about the list of blood tests, the doctor's reply was if she doesn't like it tell her to go see someone else. The exam was on Dec.29, 2014 and yet, as of today, Jan. 19th, 2015, I have not gotten one word of any sorts of blood results, no one has answered the phone, no one has returned my 6+ calls when I left clear messages as to wanting my blood work results!! Their phone menu leads no where; when I repeatedly hit 0 for someone to take my message it redirected me back to start with the same direction of pressing 0. No one has returned my many calls and of late only a message saying its after hours comes up (when its the middle of the work day!) Their website gives only a phone number so there is no other way to try and get someone from the office to answer. It is unacceptable that I have not been notified as to the blood results within a respectable length of time that normally is within 10 days. It is not acceptable that there is no one in an office of more than 25 employees to answer the phone during normal work hours!! and it is not acceptable that calls are not returned in a respectable amount of time. For all I know, the blood results could be important to my health. Further, the day I was there for a well person exam, I waited for over an hour to be seen. When the LPN came in, she asked me why I was there! She had to go out to find the paperwork that my clinic in Seattle had sent them a week before!! Her behavior was totally unprofessional such as throwing the disposable plastic wrap of the thermometer from a distance into a waste basket! Once I left the exam room, I again had to wait nearly half hour to have my blood drawn. Now I have waited three weeks without a word from that office and they do not return phone calls! That is in no way acceptable for a clinic that deals with people's health.Desired Settlement: The settlement I desire, that I demand! is more than a billing adjustment. I demand an apology, I demand respectful response, I demand to have all the notations from the exam and blood results sent to me within a couple days. I will in no way be expected to pay a cent to the clinic as there was no service provided me

and that I did not request all the blood tests and had the insulting response from the doctor when questioned, I expect no billing from them but demand the

results as I did give the blood in good faith and have waited beyond acceptable time frame for the results.

Business

Response:

My name is [redacted], and I am the office administrator at 21st Century Family Medicine. I am writing in response to a complaint (ID#[redacted]) we received from a patient at our medical practice.Last Wednesday, 1/21/15, our office manager called the patient. The manager listened to all of the patient's concerns and addressed them one by one. One concern was that the patient had left several messages at the office with no return phone call. We have been having issues with our phone system and are in the process of resolving those issues. She stated that after checking the website, she found that the only way to contact the office was via phone. We do have an email ([redacted]) listed on the site in addition to the phone numbers for each of our offices. The patient also complained that she hadn't heard back from our office regarding her lab results. The patient was reminded that her doctor's approach is 'no news is good news.' This means that if you don't hear from us about your results, everything is okay. If there are any concerns, we will call you. In addition, when the patient left her original appointment, she was told to make a follow-up appointment in 4 weeks in order to review the results and cover any additional medical concerns she may have. Our manager reassured the patient that some new policies had been set in place in order to make sure her doctor's patients were notified with results regardless of their findings. Our manager also explained to the patient that she is able to access her own medical records/lab results online through our Electronic Medical Record system. Therefore, in the future, the patient can see them herself.The patient had also made some negative remarks about one of the medical assistants in our office. Both the manager and I had a long talk with that medical assistant. Our manager made sure to let the patient know that the employee had been reprimanded for her behavior.Her final complaint was the wait time for her blood draw. We are fortunate enough to have a phlebotomist/lab here on site in our office so that our patients do not have to make a separate trip to a lab in order to have their bloodwork done. This phlebotomist covers patients for 5 of our doctors. Thus, if the patient had to wait a short while to have her blood drawn, it is simply because there were a few other patients in line ahead of her. Our office manager felt that the conversation with the patient was a positive one and that the patient's concerns were all met.If you have any questions or need additional information, please let me know.

Consumer

Response:

Maria,This morning I got email with link to box where I read what the clinic manager responded with to my complaint. I was offered to accept or reject it and fill in why. I rejected it, but no matter where I clicked, I was not allowed to say why. I called your office and was given your email address so I could tell you why I rejected the response.She said I was told the doctor has a policy about no news means nothing is wrong. I was not told that while at the clinic!! no one ever said anything of the sort to me. Neither was I told I needed to make an appt to see the doctor in 4 weeks! When I made the appointment for Dec. 29th, and later filled in all their forms, they knew I lived in Seattle and was only at their clinic for the exam that day. Had they actually asked me to make an appt. in 4 weeks, I would have reminded them that I would not be in AZ in 4 weeks!! In fact, during the time I was waiting for the blood draw I made several attempts to talk to the gals at the desk about what was going on, should I do anything else? They didn't even look up at me, too busy with their computers and things in front of them; one actually ignored me. The office manager who eventually called me after getting the report from you, did go over some those items....she also promised me to get the email link to where I could access my blood test results. That never happened and I attempted twice to once again get her on the phone....and she did not return my call. (Oh, the response was they have issues with their phones at times?! it has been a month! I have tried so many times I lost count to get them on the phone....their excuse holds no water!!)Another response was their email is on their site.....I searched for days trying to find an email or other phone number....there is not such a critter on their site. If there is now, they just put it on to cover themselves!! Then, this week I got the bill from the lab! They want me to pay for the blood tests which I have yet to see the results of! When I tried to get the lab on the phone, they don't have a way to talk to someone and message was, if you want blood test results you have to talk to your doctor!!! I emailed them my complaint but after two days have not gotten a response from them either!!([redacted])This is absolutely obnoxious and wrong! I had a very simple exam and blood draw. A month has gone by and no one can get me the blood test results yetI am supposed to pay for them!!! Not only that, but I have every right to know what the results were whether they were normal or not!! I will not stop until I have this resolved to my satisfaction.[redacted]Seattle,WAfile#