Bisharat, Katherine - MD

Review: I sent a report of an x ray report to the doctors office and then called 4 business days later and asked The receptionist if it was recieved in the mail. She said that she didnt know how long it would take for her to open the mail to find it. I asked her if it would take a week and she said that she still didn't know how long it would take her to go through all the mail to find the x ray report. I was sending it to them because they lost it the first time it was sent to them from the x ray lab. A month ago I had an appointment with a physicians assistant at the doctors office to get a referral to get an mri done. The assistant said she was going to refer me but changed her mind because she couldn't see the x ray or report that the office lost. Then asked me to go get the report and x ray myself instead of having the office get the x ray from the lab. There are many other poor [redacted] reviews that complain of the office staffs incompetence, so I am not the only one. I am asking the Revdex.com to get this medical office to allow me to get the referals for the mri and to get a referral to see a surgeon for my debilitating back and neck pain that I have been having for over 3 years . I am also asking the Revdex.com to hold the office accountable for their lack of service during my last visit since they didn't do anything for me and continue to lose x rays and reports that I send to them. They will continue their poor service until they are held accountableDesired Settlement: I am asking the Revdex.com to get this medical office to allow me to get the referals for the mri and to get a referral to see a surgeon for my debilitating back and neck pain that I have been having for over 3 years . I am also asking the Revdex.com to hold the office accountable for their lack of service during my last visit since they didn't do anything for me and continue to lose x rays and reports that I send to them. They will continue their poor service until they are held accountable .

Business

Response:

I received the complaint registered with you by Mr [redacted] and with this letter am offering my response. I certainly feel concerned when there is dissatisfaction about quality of care or the interaction of my staff with those whom we serve. I take this very seriously and have reviewed the nature of this complaint with my staff. I am reporting this chronology for you to understand the interaction that we had.

Mr. [redacted] was attended in this office on 4/7/14, 4/16/14, 5t27/14, 8/29/14, and 9/26)14. He was seen by the PA, [redacted] on his initial visit to establish care. Oddly one of his first statements to her was that he changes doctors often because he does not get what he wants to manage his health issues. The next meeting was with me and I spent more that an hour with him getting more history and trying to understand what he needed and how we could best serve him. He was offered a traditional and a holistic approach to understand and treat his complaints. He then saw Dr [redacted] about his musculoskeletal issues and was referred to a rhemato1ogy specialist for further evaluation. They, however declined to seen since all his markers were for inflammatory arthritic diseases were negative and the only issue was pain management. On the last 2 visits he saw the PA, [redacted] and she initially recommended an MRI of the neck only to discover that there was no cervical spine xray in our chart. The only study in our chart was an xray of the thoracic spine done on 1/16/14 ordered by a different doctor and a different facility. It was faxed to us on 4/15/14 and reviewed and filed into the chart by 4/21/14. An xray of the neck is a mandatory first step diagnostic study before an MIU of the neck can be done. So [redacted] mailed him a referral to get the neck xray done. He then apparently got us copies of both the neck and thoracic pain report that were done in January and the received dale that is stamped on the report is 9/4/14. This is apparently what Mr. [redacted] is dissatisfied about. As is consistent with general medical practice, the paper records first reviewed by the practitioner, stamped ‘fìle’ and are then sent to be scanned in individually into our electronic medical record system. The next step is filing the scanned report into each person’s chart. Everything is time and date stamped as well as all matters and conversations are documented in the chart. Because of the volume of records that we receive it would take a little while to find the reports that are either waiting to be scanned or once scanned into the EMR the report could he waiting to be electronically filed into each individual chart. It would certainly not take a week, but it might take a devoted 1 hour to locate a report.

Mr. [redacted] received excellent care and our full attention to all health matters that he brought for us to review. That we did not get the C spine film from his previous doctor is not with in our control. That someone in my staff made him feet it was not important that she verify receipt of the xray reports is within our control. This matter has been addressed within our group process. However, just as easily Mr. [redacted] could have said “1 know how busy your are, I’ll make and appointment for a week and that will give you time to find it for us to take the next step.” We have time slots each and every day for any urgent conditions that come up for our patients.

I see that Mr. [redacted] felt it necessary to recruit the opinions of others from [redacted] which suggests to me that he himself sees the frivolousness of his complaint. We see many patients a day and this office has been a busy medical practice since 1998. I remember only one other complaint was made to you after 16 years of serving thousands of people. As is true in most businesses the squeaky wheel gets heard whether it is via email or on [redacted]. The aggregate picture is that he received excellent medical care when he requested. It is very possible that no office and no doctor will be able to serve Mr. [redacted] to his satisfaction because of his overall stance In Life.

I hope that this brief narrative helps you understand our perspective, and I am more that happy to clarify anything that remains unclear.