Carilion Medical Group

Review: The Carilion Clinic in [redacted] is not performing it's patients requested and stated policy services per prescription refills per the Clinic nursing staff, one in particular was rude and, seemingly mocking, when she called and told me my needed prescription was ready seven minutes before closing 5pm Friday 9/25/15 when the prescription was ready by 3pm. I had called in the requested lead time 3 days previous for prescriptions required my doctors written refills. She said 'well you can pick up your prescription tomorrow after 8am but we close if there are no patients soon after'. I find Cariloin is responsible for this and may plan to take legal action. This in unacceptable treatment of disabled patients needing their required and important medications. The customer/patient service is greatly lacking in my opinion and I will also file a complaint to Va. Bureau of Health, for what is worth.

I am just disgusted in the service by Carilion.Desired Settlement: Improvement of patient customer service,

Business

Response:

Mr. [redacted],

I want to thank you for reaching out to Carilion Clinic via the Revdex.com, while I was saddened to hear that we had failed to meet your expectations, I am always thankful for customers who provide us with the gift of feedback. We use all customer comments in our ongoing efforts of continuous improvement to better meet, and exceed the expectations of the communities we serve. I have shared your comments with our Out-Patient practice Administration and they too were saddened to hear how you felt about your interaction with our Clinic. We have reviewed your concerns and if you would like to reach out to me at ###-###-####, I would be able to share specific information concerning your prescriptions with you that I cannot do in a public forum. I can assure you that we strive for excellence in all our customer interactions, and hope you will accept our apology if you felt the phone call you received was anything but that.

Sincerely,

Patient Advocacy

Carilion Clinic

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,