Dignity Health Medical Group

Thank you for your inquiry and for providing us with the opportunity to respond to the above referenced complaintThe facts are as follows: With the hopes of “being scene sooner”, the patient arrived hour and minutes early for his appointmentHe was taken back to see the physician at 2:PM, minutes past his original appointment timeOur clinics are very good at estimating the amount of time required for various appointment types, but physicians will often encounter medical situations that are more complex than originally anticipated and may occasionally fall behind scheduleWe apologize for the minute delay; it is routine practice for our front office staff members to keep patients informed about delays and patients are always given the option to reschedule or may choose to continue waitingOur physician and medical office provided medical services to the patient and billed appropriatelyIf the patient requires payment assistance he may contact Customer Service at ###-###-####; additional information may also be found on our website at bwww.dignityhealth.org/medicalgroups/california/ventura-county/patient-resources...⇄ T [redacted] ***, CPHQ, CPMCM, CPCS Director, Quality Management Dignity Health Medical Foundation

From: [redacted] Date: Fri, Aug 28, 2015 at 1:28 PMSubject: Re: BBB Message Concerning Complaint ID [redacted] To: [redacted] ,We are sorry for the confusion and misunderstanding. We will reach out to [redacted] and ship... him the incentives that were offered for attending.Tks

From: Preferred Access Ohio Date: Mon, Mar 16, at 12:PMSubject: Complaint *** responseTo: ***Dear ***,Preferred Access Ohio does cross marketing promotions for companies all over the countryWe DO IN FACT give away thousands of promotional items, including tablets, for review at no chargeManufacturers and sponsors use our gathered information as indication of things to improve onPreferred Access Ohio does marketing for *** *** *** and others, no one has ever been required to attend a presentation, purchase anything or be obligated in anyway in order to receive the initial mailed offer/promotional itemHowever, a recipient is responsible for piof the item after receipt of the mail/letter providing them notice of the offer. In reviewing the tape recording between *** *** and the representative, it does seem that the representative did get frustrated with *** *** toward the end of the callThey both began to talk over each other and went round and roundThe necessary changes on our end have been made to help prevent this from happening in the futureWe will apologize to *** *** and mail her a tablet (without a survey) directly to her home, since it seemed difficult for *** *** to determine a pick up date.To demonstrate to you the promotional offer of the tablet, attached is just one of many returned surveys.MsStephanie G***Manager

From: PAO <[email protected]>Date: Thu, Dec 3, 2015 at 3:53 AMSubject: Re: Revdex.com Message re: ID [redacted]To: [redacted]Good Morning [redacted]. We sent out the tablet a day after your request as agreed. My mistake was sending it USPS to save some money. This time for tracking purposes I had the marketing company send it UPS. Pls provide [redacted] with tracking info, sorry for the inconvenience.  UPS Tracking # [redacted]

Thank you for your inquiry and for providing us with the opportunity to respond to the above referenced complaint. The facts are as follows:
With the hopes of “being scene sooner”, the patient arrived 1 hour and 20 minutes early for his appointment. He was taken back to see the physician at...

2:40 PM, 20 minutes past his original appointment time. Our clinics are very good at estimating the amount of time required for various appointment types, but physicians will often encounter medical situations that are more complex than originally anticipated and may occasionally fall behind schedule. We apologize for the 20 minute delay; it is routine practice for our front office staff members to keep patients informed about delays and patients are always given the option to reschedule or may choose to continue waiting. Our physician and medical office provided medical services to the patient and billed appropriately. If the patient requires payment assistance he may contact Customer Service at ###-###-####; additional information may also be found on our website at bwww.dignityhealth.org/medicalgroups/california/ventura-county/patient-resources...⇄ /> Regards, 
T[redacted], CPHQ, CPMCM, CPCS Director,
Quality Management
Dignity Health Medical Foundation

From: [redacted]Date: Fri, Aug 28, 2015 at 1:28 PMSubject: Re: Revdex.com Message Concerning Complaint ID [redacted]To: [redacted],We are sorry for the confusion and misunderstanding. We will reach out to [redacted] and ship...

him the incentives that were offered for attending.Tks

From: [redacted]Date: Wed, Mar 11, 2015 at 4:07 PMSubject: [redacted]To: [redacted]Dear [redacted]I apologize that you haven't received a response on this complaint as of yet. I've requested a copy of the taped...

conversation and received it this morning to review. Since she is asking for legal justification on our companies, I've reach out to legal as well. Once we formulate a response I'll get it over to you as soon as possible.Sorry again, I've been dealing with some major health issues lately.Terry D[redacted]

Review: I have been falsely charged by Dignity Health Medical Group Ventura County.

I scheduled a doctor's appointment at 5051 Verdugo Way # 100, Camarillo, CA 93012 at 2 pm on 12/05/2014. I made it very clear I needed to leave at 2:45 pm for a client meeting. I arrived 1 hour early at 1:00 pm in hopes of getting scene sooner. Instead I was not called until 2:40 pm. By the time the doctor came in the room I had to leave. The doctor convinced me to leave a urine sample before I left. I left the urine sample and told the front desk on my way out that I would not be paying for the appointment because the doctor could not honor my appointment time. I later received a bill for $202, WID #K30[redacted]54, Invoice #27[redacted]07. I never received the result from my urine sample and frankly I do not care to receive them at this time. I refuse to pay for goods and services not rendered. Furthermore, I am extremely upset my time was wasted. My time is much more valuable to me than $202/hr. I should be charging the facility money for not having their act together. The doctor was able to spend less than 5 minutes with, I never received a follow up and I was late for my next appointment. For these unfair and uncommon business practices, I refuse to pay.Desired Settlement: I want outstanding invoice #27657007 dropped and I am seeking $100 in restitution for my time and the inconvenience. Thank you.

Business

Response:

Thank you for your inquiry and for providing us with the opportunity to respond to the above referenced complaint. The facts are as follows:With the hopes of “being scene sooner”, the patient arrived 1 hour and 20 minutes early for his appointment. He was taken back to see the physician at 2:40 PM, 20 minutes past his original appointment time. Our clinics are very good at estimating the amount of time required for various appointment types, but physicians will often encounter medical situations that are more complex than originally anticipated and may occasionally fall behind schedule. We apologize for the 20 minute delay; it is routine practice for our front office staff members to keep patients informed about delays and patients are always given the option to reschedule or may choose to continue waiting. Our physician and medical office provided medical services to the patient and billed appropriately. If the patient requires payment assistance he may contact Customer Service at ###-###-####; additional information may also be found on our website at bwww.dignityhealth.org/medicalgroups/california/ventura-county/patient-resources...⇄ T[redacted], CPHQ, CPMCM, CPCS Director, Quality Management Dignity Health Medical Foundation