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Boston Road Medical Center

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Boston Road Medical Center Reviews (3)

Good afternoon, We spoke a few moments ago about complaint ***Below is my response to the patients statement: The GYN receptionist called me over, as I am the medical biller, to speak to an insurance representative about a patients copaymentsI spoke to the
representative and she verified the patient's coverage, regarding co-paymentsThe representative stated that the patient's annual GYN visit and a follow up to the annual visit was covered and she did not have to pay a co-paymentThe patient would only have to pay a co-payment if she came at any time after her annual visit and follow up. The patient then spoke up, the representative had her on the line listening to our conversationI proceed to apologize for the mistake and told the patient that it was an honest mistake by the receptionist and that patient coverage varies per insurance plan I then told the patient that she could come in that day or any other day Mon-Friday 8am-3pm, my shifts, to get her co-payment refundWhich is why I would never tell a patient or anyone else to meet me at the medical center after 3:pm on a weekdayThis has been my schedule for over year. That same day, the patient came in at 4pm looking for me, but I had left for the day since my shift was overShe then demanded to speak to "a boss." She was guided to our administration office to speak to the center's administrator, who also has the authority to refund the patient her co-paymentsThe administrator tried to refund the patient her co-payment and apologize for any inconvenience for the receptionist's mistakeThe patient became very irritated and walked out without taking the refund which was being offered to her. She then proceed to call back the GYN department stating she still wanted her money back and if we could mail itIt was explained to her once more that for refunds, we do not send out cash money, money orders or checks through the mail because it is note secure/verfiableWe can verify patient receipt of refund in personShe then asked if her husband can come and pick it up, and we said sure as long as he comes in with his ID as well as her IDShe refused and problem was left unresolved. The honest mistake is left unresolved not for the medical center's lack of effort to try to rectify the situation by refunding the patient her $20, but for the patient lack of rational. We will not offer any written apology, but we are still offering the patient her $copayment refund if she or a third party comes in with her ID. Thank you, Paola C***Medical BillerBoston Road Medical Center*** *** ***
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*** *** requested a copy of her daughters medical recordsI asked *** *** what was the reason she needed the full records since we have different policies for record distributionHer answer
was "For my personal use"I explained to *** *** that we can provide her with a medical summary which has all of her daughters diagnosis, appointments, vaccine record, referrals and vitals amongst other patient information*** *** stated that when her daughter became our patient, she signed a form in which we agreed to provide her with all medical records upon her request, which of course is an untrue statementI explained that we can provide her with forms and her record summary but we only release complete medical records to another physician or a legal entity with a legitimate HIPPA Form signed and dated by the legal guardian of the patientFurthermore, as stated on our Privacy Policy and Consent form, we reserve the right to only provide the parent with a summary of the medical record, denying a patient or guardian to: 1- Personal notes and observations2- Information disclosed to the physician under the condition that it would be kept confidential or that the physician believes should not be disclosedkeep in mind that a patient over age may be advised of a records request and, if he or she objects, the physician may deny the request3- Information obtained from other physicians who are still in practice, should be requested directly from those practitionersWe are very sorry for any inconvenience this may have caused *** *** *** is more than welcome to return to our facility and obtain her daughters medical summary or she may do so by sending a notarized written requestIf *** *** needs the record for a physician or any other entity, those parties would have to obtain a signed HIPPA form from the legal guardian of the patient and forward this to my office with a detailed request of medical records

Review: I asked a copy of the medical record to the [redacted] of the clinic and she answered me that he could not give me copies of medical recor my daughter who is a minor and I am the legal representative of it which is illegal.Desired Settlement: they give me copies of my daughter's medical history

Business

Response:

[redacted] requested a copy of her daughters medical records. I asked [redacted] what was the reason she needed the full records since we have different policies for record distribution. Her answer was "For my personal use". I explained to [redacted] that we can provide her with a medical summary which has all of her daughters diagnosis, appointments, vaccine record, referrals and vitals amongst other patient information. [redacted] stated that when her daughter became our patient, she signed a form in which we agreed to provide her with all medical records upon her request, which of course is an untrue statement. I explained that we can provide her with forms and her record summary but we only release complete medical records to another physician or a legal entity with a legitimate HIPPA Form signed and dated by the legal guardian of the patient. Furthermore, as stated on our Privacy Policy and Consent form, we reserve the right to only provide the parent with a summary of the medical record, denying a patient or guardian to: 1- Personal notes and observations. 2- Information disclosed to the physician under the condition that it would be kept confidential or that the physician believes should not be disclosed. keep in mind that a patient over age 12 may be advised of a records request and, if he or she objects, the physician may deny the request. 3- Information obtained from other physicians who are still in practice, should be requested directly from those practitioners. We are very sorry for any inconvenience this may have caused [redacted] is more than welcome to return to our facility and obtain her daughters medical summary or she may do so by sending a notarized written request. If [redacted] needs the record for a physician or any other entity, those parties would have to obtain a signed HIPPA form from the legal guardian of the patient and forward this to my office with a detailed request of medical records.

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Description: MEDICAL SERVICE ORGANIZATIONS

Address: 4700 Ygnacio Valley Rd, Concord, California, United States, 94521-4525

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