Borland-Groover Clinic

Upon being greeted in the tiny waiting room in Ormond Beach, I sat and watched as one by one the compliant elderly women were called to the receptionist and asked out loud to update their medications...We all heard every word spoken. I' m glad she didn't ask me! That was a violation of patient confidentiality and a money saver for Borland Groove.

When I was called in to the exam room a kind nursing assistant took my vitals, and them a PA came in. I had given my hospital records to the nurse, from my 8 day before discharge with Pancreatitis. The PA asked if I was Richard, then proceeded to summarize what she got out of looking at the hospital paperwork. ( Waste of time, as I am capable of reading and understanding medical jargon)...

When she finally asked how I was doing, I told her some improvement in the pain but some foods in my food plan given by the GI team at Methodist Hospital in Minneapolis were going right through me. She quickly stated that we needed to do a stool sample to test enzyme production. She then went on to say that we need to do an endoscopy in 3 months. I said the GI team wanted it done in 8 weeks, and she disagreed as she had read the report. She looked at it again and said, "Oh yes, they did want it in 8 weeks, but we don't do that." We do it n three months. I asked who "we" was. She didn't like that. Just like when she said "We don't believe in a food program to recover from Pancreatitis." Hmmmm, I said.

Her tone was business calm and unemotional. During the 8 or 9 minutes she spent with me, she never touched me, not even an exam of my abdomen. She showed no compassion, but just business, calm tones to her voice. When her 8 or 9 minutes were up, she stood and said the nurse would be in shortly. She didn't say goodbye, nice to meet you, screw you, or hope you feel better, or even have a nice trip...

I was just a business transaction, where she made her salary and saved Borland Groover money. I don't know how she treated the waiting room full of elderly white women, but I'm sure they listened compliantly, as she told them what she thinks they need to here, and not what they want to say.

This was not a good experience for an elderly man just released from the hospital 8 days previously, and waiting anxiously for this appointment. The nurses aide said someone would call me soon to schedule me for my Endoscopy. I'm still waiting...

I did find out that the wonderful MD, Dr. Patel was only doing procedures now, and not having patient consultations...I wish he could train this PA in charisma, compassion, patient kindness, and perhaps even how to do an abdominal exam. If the new patient care model at Borland Groover, is just treat it like a business, then please find somewhere else to go to get GI help.

Waited one hour and twenty minutes to see the doctor for five minutes. The staff then forgot to forward the referral for my CT scan and now I'm waiting over two weeks for the results. Does anyone really care about patients?

Did not realize that this office was billing me the day of office visits and procedures for full amount that my insurance company was paying them. Appears to be illegal double billing! When I confronted the office after getting the payment information from my health insurance company, the employee agreed they were being paid in full and would credit my over payments. Whoever does the billing is forcing patients to pay upfront not only for co-payments but the whole bill. Health offices are suppose to wait and get payed by your insurance company after the patient pays a co-pay, not force the patient to pay the amount covered out of their pocket! Outrageous!

I have given Borland Groover more than one chance to redeem themselves since they are the only game in town. My first bad experience was with Dr. Reid who had been treating me for years for Barrett's esophagus when I never had Barrett's esophagus at all. Pretty sure their primary objective is to diagnose you with conditions that require repeated imaging and procedures.

However, I did relent. My father died of colon cancer and I had gone far too many years past my recommended five year procedure. They gave me an appointment with Dr. Reid and I said I did not want to see her again. I was then given an appointment with Dr. Poland, and I was told I did not need to be seen before the procedure because I had already been seen by another member of BG.

I saw Dr. Poland for a grand total of 3 minutes right before the procedure began. She said I seemed nervous, to which I replied "I'm not nervous. I just want to get this over with."

After the procedure, the nurse told me what had been found during the colonoscopy. Again, Dr. Poland came in for 3 additional minutes, briefly went over the findings and asked if I had questions. I got dressed and went home.
I had no pain at all when I left.

After arriving home, my stomach started cramping and I sat on the toilet and suddenly felt like someone was sticking a knife up my rectum. I avoid calling the doctor at all costs but after a few hours of being in excruciating pain, my husband urged me to call the office. It took a long time to get to Dr. Poland's nurse, her suggesting it was hemorrhoids because I have a mild case, and after explaining the issue (embarrassing), telling her it was not hemorrhoid pain and telling her I felt what I thought was a tear in my rectum, she advised me to use hemorrhoid cream. And though it was early afternoon of a business day, she did not want to see me.

After our phone call, I stood up and the pain made me scream. I will spare you the details of how I discovered what the problem was. But it turns out there was a thin half-inch piece of yellowish colored plastic in the shape of a star with very pointy edges lodged in my rectum. Immediately after it was removed, the excruciating pain dissipated. My husband again urged me to call Dr. Poland's nurse to tell her what I found. She acted baffled and told me to put it in a bag and bring it in for my follow-up.

Today I returned for my follow-up with the object in a plastic bag. When I told the nurse practitioner (Dr. Poland was nowhere to be seen) what happened and that I was told to bring the object in, she took the baggie and said she was going to show it to Dr. Poland. 10 minutes later, the nurse (not even the nurse practitioner) was sent back in with the baggie to tell me the object had nothing to do with their procedure, that it must have been something I ate. What an absurd thing to suggest. Not only had a not eaten in two days but that pointy star would have caused extreme pain going through my GI.

I was appalled that this was Dr. Poland's reaction and that she didn't have the decency to come in, say she was sorry but she had no idea what the object is. I had already explained to the nurse practitioner that I was now fine, but I wanted to know what had happened. I know the nurse was just the messenger but I told her I would not be signing consents for them to get any of my records from Mayo or MD Anderson, that I would not be coming back to BG.

This is the very worst medical care I have ever received. The nursing staff in the procedure room were kind and caring but that is not enough to ensure high quality medicine. I made the mistake of going back after a very bad experience with Dr. Reid thinking it was just her. I tried to chase down the results of an endoscopy for weeks after someone from Dr. Reid's office called to tell me I had a pancreatic cyst. No one answers you. You're left in a state of anxiety waiting for them to get back to you. It's terrible medicine.

After the experience this month with Dr. Poland, I will never return to BG.

My mother was scheduled for an MRI today we just left there without the MRI because Dr. Khoury's gave her the wrong orders they told her no prep and we were there they said there was a TWO DAY PREP that needed to be done. We talked to the supervisor of the MRI center and he told us that they should of told us. He also said that this was the 4th patient in a month that they have done this to. So I went up to Dr Khoury's office and talked to the office manager she was no help, She went and got a nurse to talk to us and all she could do was PASS THE BUCK she was not in the office when that appointment was made looks like to me that everyone in the office should know what to do. My mother is 85 yrs young and she does not need to be treated this way. She has had this problem since June of this yr and nothing has been done about it . I think they need to let everyone know the right way to treat people and help them

Borland Groover recently took over GI Associates in St. Augustine. Dr. Rosado,my compassionate, knowledgeable & available doctor, retired last month. Annual endoscopy 2 weeks ago with new doctor & B.G. has been a nightmare. 2 week follow up appt. is 6 weeks instead. Still haven't received biopsy results (after 2 weeks), call for "code" to set up health info portal was never returned, 2 calls never returned trying to get biopsy results. It's unconscionable to make it so hard to get cancer results & keep people hanging. You're usually put on hold for 10 minutes & then disconnected. They've taken a caring, well running practice & destroyed it. They brag about their new building which will soon open. Any day, I'll take easy communication & compassionate folks over a new building run by uninvolved folks who don't do their jobs.

Company's response below: I certainly apologize for the delay in responding to this complaint re: *** ***The mailed copy dated August 29, was the first I had receivedTo that end, I have left a message with Mr*** to discuss, and subsequently responded to his in house
complaint he made to his physicians, ** *** ***The unfortunate piece of this I cannot control is physician behaviors, however I can provide counseling when the behavior becomes disruptive. The on call physician has been made aware of the inappropriate response Mr*** received when he placed a call to our after-hours answering serviceA summary of the complaint has been placed in his personnel file, along with the corrective action applied to this situationMoreover, extending my apologies to Mr*** as well. Pease let me know if I can do anything in addition for this complaint. *** *** *** *** ***Borland-Groover Clinic*** *** *** *** ***W (*** ***C (*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Unfortunately, I have not received any communication personally on this matter, this response informs that me that I was heard
Regards,
*** ***