AFAM Comprehensive Healthcare Medical Group

Review: I WENT TO THE DOCTOR FOR CONSTANT HEADACHES ON 8/**/13. AT THAT TIME SHE STATED I NEEDED TO HAVE A CT SCAN DONE AND THE GIRL AT THE CHECKOUT WILL CONTACT MY INSURANCE COMPANY TO GET CLEARANCE FOR THE CT SCAN AND I SHOULD HEAR BACK FROM THEM WITHIN A DAY OR TWO. THE GIRL AT THE CHECKOUT STATED THAT A GIRL NAMED [redacted] WILL BE CONTACTING MY INSURANCE COMPANY TO GET THE CLEARANCE NEEDED FOR THE PROCEDURE BUT I NEEDED TO STAY ON TOP OF HER BECAUSE SHE DOES THINGS AT HER OWN PACE. I CALLED THE DOCTORS OFFICE ON 8/**/13 TO FIND OUT THE STATUS OF THIS, I WAS LEFT ON HOLD FOR ABOUT 45MINS WITH NO RESOLVE. THE CUSTOMER SERVICE REP WHO ANSWERED THE PHONE STATED TO ME THAT THIS WAS RIDICULOUS AND SHE WAS LOCATING A MANAGER FOR ME TO SPEAK WITH. I WAITED AND WAITED AND NO MANGER EVER PICKED UP THE PHONE. I CALLED BACK ON 8/**/13 AND STATED THAT THIS WAS MY HEALTH THAT THEY WERE TAKING LIGHTLY. I SPOKE WITH [redacted] WHO STATED THERE WASN'T A MANAGER AVAILABLE AND SHE WOULD PERSONALLY CALL ME BACK ON 8/**/13 AT 9AM TO GIVE ME A RESOLVE. BY NOON ON 8/**/13 I DID NOT RECEIVE A PHONE CALL, SO I CALLED AGAIN REQUESTING HELP WITH THIS SITUATION AND AGAIN EXPRESSING THE FACT THAT THIS WAS MY HEALTH AND IT SHOULD BE TAKEN SERIOUSLY. I AGAIN WAS PLACED ON HOLD FOR ABOUT 10MINS WITH NO ONE COMING BACK TO THE PHONE. I THINK PEOPLE'S HEALTH SHOULD BE HANDLED IN A SERIOUS WAY. THEY SHOULD HAVE EMPLOYEES WHO TAKE THEIR CLIENTS HEALTH SERIOUSLY.Desired Settlement: I WOULD LIKE THIS SITUATION HANDLED PROPERLY AND RIGHT AWAY.

Business

Response:

This is to state that we received a complaint filed by our patient. Where the patient reported that the staff failed to obtian an autorization for a CT Scan. Hence, upon receipt of the complaint, the Chief Operating Officer (COO)requested that the Compliance Office (CO) resolve the issue with urgency.

The CO immediatley contacted the client's insurance company to obtian the autorization, when the Representative stated that the patient insurance was terminated and the auth cannot be obtained. Hence, the CO immediatlty contacted the Diagnostice Imaging Service Center and asked to speak to the Administrator (whom she knows well) to have the patient take the CT Scan as a courtesy visit (free of charge). The Administrator agreed.

Resolution: The patient in question did do the CT Scan as promised to her (free of charge) at the Imaging Facility and has a schedule appoinmtnet to see the Provider again (free of charge) for her results. At this Americomp we take pride in ensuring that our patients are treated with respect and we are committed to providing the highest quality healthcare...the staff who failed to comply with the vision and mission of our office was terminated and we do do tolerate this type of neglect to patient care.

Again, our apologies goes out to the patient.