Alexandria Primary Care Associates

To whom it may concern,I spoke with [redacted] when she was in the office on 9/When she asked to speak with me I was on hold with Medicare and asked the front desk to let the patient know that I could speak with her but that it would be a little while, After I was finished with my call with Medicare I went to the front desk to speak with [redacted] I tried to explain the situation to the [redacted] and apologized for anything that I had done which allowed for the impression that I was frustrated at the idea of listening to a patientI tried to get information about when she had made the initial refill request because we did not have record of any requests from her that came before 9/I let her know at that time that that was why no prescription was sentShe could not tell me with whom she spoke, and insisted that she called back multiple times but was unable to get into contact with anyoneAfter seeing the timestamps on her phone I apologized and let her know that by hanging up and calling again she was placing herself at the end of the queueShe said that she did not leave any voice messagesShe asked about other ways to request a refill and l let her know that in addition to calling she is able to send an email request, leave a voicemail, or email the request directly to the provider through our patient portal [redacted] was not interested in the answers I gave her, and while she continued to grow disgruntled her language began to escalate in the public spaceOn multiple occasions she stated that she was recording the conversation, but as the conversation continued she reached a point where she just turned around, left the office and said " [redacted] you too" as she walked out of the officeFollowing this interaction a letter was sent to the patient informing her that she was being discharged from the practice, that we would fill any Rx for the next days and requesting that she let us know where we can send her medical records when she finds a new Primary Care Physician.Sincerely,Charles S***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
There is no reason as to why I had to call in again on 9/11 later and finally talk to someone who confirmed with me that a week prior the request for a refill was sent but was waiting doctor approval. I was also told and have on video that “we don’t keep track of the incoming calls”. Complaint has been submitted to VA State Medical Board.
Regards,
[redacted]

To whom it may concern,I spoke with [redacted] when she was in the office on 9/13. When she asked to speak with me I was on hold with Medicare and asked the front desk to let the patient know that I could speak with her but that it would be a little while, After I was finished with my call with...

Medicare I went to the front desk to speak with [redacted]. I tried to explain the situation to the [redacted] and apologized for anything that I had done which allowed for the impression that I was frustrated at the idea of listening to a patient. I tried to get information about when she had made the initial refill request because we did not have record of any requests from her that came before 9/11. I let her know at that time that that was why no prescription was sent. She could not tell me with whom she spoke, and insisted that she called back multiple times but was unable to get into contact with anyone. After seeing the timestamps on her phone I apologized and let her know that by hanging up and calling again she was placing herself at the end of the queue. She said that she did not leave any voice messages. She asked about other ways to request a refill and l let her know that in addition to calling she is able to send an email request, leave a voicemail, or email the request directly to the provider through our patient portal. [redacted] was not interested in the answers I gave her, and while she continued to grow disgruntled her language began to escalate in the public space. On multiple occasions she stated that she was recording the conversation, but as the conversation continued she reached a point where she just turned around, left the office and said "[redacted] you too" as she walked out of the office. Following this interaction a letter was sent to the patient informing her that she was being discharged from the practice, that we would fill any Rx for the next 30 days and requesting that she let us know where we can send her medical records when she finds a new Primary Care Physician.Sincerely,Charles S[redacted]