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Dr.Carl F. Hackney, D.M.D., P.L.L.C.

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Reviews Dr.Carl F. Hackney, D.M.D., P.L.L.C.

Dr.Carl F. Hackney, D.M.D., P.L.L.C. Reviews (2)

Review: I was an insured patient at Dr. Hackney's office where I reported with complaints of tooth pain. After treatment, still a month later, still having pain, I desired to have my home dentist repair my issue and I requested my complete medical records, including x-ray from Dr. Hackney's office at the end of February. I was told that it wasnt their policy to release these records without insurance payment clearance and to call back at the begining of March. After calling this afternoon, I explained the need for continuity of care because of the pain that I was in and the need for the medical records. After refusal to give me the records, the office assistant, LeAnn Hackney became angered, did not provide good customer service, used an elevated voice and then transferred me to her husband, Dr. Hackney. Dr Hackney, at this time, explained in a harsh tone, that as a patient with his office I didnt have any rights to my complete medical record and it was his property, including parts that he said, "I never have to turn over to you in case I was sued".

I have sense filed a complaint with the Department of Health & Human Services Office for Civil Rights and further contacted the Board of Dentistry. However, the meer unprofessionalism, aside from the inability to assist their patient with continuity of care is distrubing. As a licensed nurse, and a law student, I am well aware of how individuals in the field of public service should act and this is not one of them.

During my first visit with Dr. Hackney, my law school (the bread and butter of the school) was "put-down" with Dr. Hackney stating that he thought students that attended there were all the, "rejects.." I ignored this comment, however, in light of recent events, I am concerned that this public service attitude is disrespectful to the patient population and hinders care for a population so rural, that medical and denta treatment is a treat rather than necessity.Desired Settlement: I request only a letter of apology from Dr Hackeny's office manager or Dr. Hackneyfor their brashness and a detailed reasoning of how their policy to refuse to release complete medical records to patients benefits patient care , considering my records will not be of any use once this is resolved, because I need to seek treatment immediately.

Business

Response:

This patient was initially seen in my office on February 4, 2014 complaining of a chipped tooth. I

took an x-ray of the tooth and replaced her filling. I explained to her that her filling was deeper than

expected, that I had put a base on it to protect her pulp and put a filling in it. I also explained to her that

she could possibly have problems from the tooth due to the depth of the filling, She returned to my

office on February 10, 2014 complaining of pain from the tooth and stating that it felt "high." I adjusted

the occlusion on the tooth and informed her that she may need a root canal if this didn't relieve her

pain. I hadn't heard back from her until March 3,2014.

My normal office policy is insured patients pay the¡r $50.00 deductible and 20 percent of their

treatment at this visit. I remember student days, and told her I would send her a bill after her insurance

had paid. During conversation with her, I was telling her a story of a very difficult law student I had

worked on. This girl had totally insulted my town, my county, and all the people in it, I had said that I felt

like telling this girl that the only reason that she was "stuck" here was that this was probably the only

law school that had accepted her. This was not an isolated case and I said we deal with these types of

students frequently. She participated freely in this conversation and didn't act offended at all. I am

guessing she is trying to say that her law school is the bread and butter of this area, which shows the

typical law school student attitude about this area, that they are here and we should be so thankful to

have them. I hate to inform them, but the bread and butter of this area is the coal industry. It always has

been and no matter how bad the economy is, it still is today.

When she phoned on March 3, 2014 ask¡ng for her records, she was told she could have copies

of these, but she couldn't have her x-ray until her bill was paid. The reason for this is frequently,

insurance companies will request x-rays and we needed to keep it for this reason. My office manager,

who also happens to be my wife, informed her of this policy and offered her copies of her records, and

told her we would mail them to her or she could pick them up. My office manager says this upset the

patient and she made a disparaging remark about my office manager being my wife. This upset my wife

because she works in my office as the office manager only, not the wife of the dentist. It was at this

point that my office manager asked me to speak to the patient. I told the patient that she could have her

records, but the x-ray was legally property of my office. I did tell her the primary reason was "not saying

that you would do this, but in case I was ever sued, I need the x-ray for my defense." At this point she

threatened to report me and then hung up on me.

I have checked with the Board of Dentistry on this matter and a dental x-ray is property of the

dentist. I am obliged to give copies if I have them which I do not, or make a copy if asked for them in

writing, which would be at her expense. In my rural area, there is no place to copy these, but I am sure

there are online services for this.

I feel I have done nothing wrong in this matter. I feel like this pat¡ent got upset when she didn't

get exactly what she asked for, became angered and demanding, and didn't like it when anger and

rudeness was turned back on her.

Sincerely,

Carl F. Hackney, D.M.D.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr. Hackney, unfortunately gave no apology and no resolution to the matter. Besides the issue that his facts are partially incorrect about the visit, which is irrelevant, I asked what I owed and was told I could wait until I was billed. He refers to me with a stereotype of "poor college student" without any knowledge of my situation. The issues he explained are still present, regardless whether they are correct to his account, my account or soemwhere in between. Mr. Hackney continues to be insulting, even in his letter- assuming that I think that the law school is the "bread and butter of this area" and that "we should be thankful to have them"? I think Mr. Hackney should appreciate his patients no matter where they come from and regardless of what or why they are in the town. He points to coal fueling the economy- but that doesnt matter. I could not care less about the law school, the regions economy or the coal industry when lying in a dentist chair in pain. I am not even sure why these are issues in his response letter, perhaps it is an attempt to make me feel inferior, which failed.

To this issue that is in dispute today--- when I phoned in March, it was the SECOND time I phoned regarding my records and was told the same thing each time. I am addressing with the Revdex.com not a medical malpractice claim, nor a violation of HHS patient information, I am addressing only the inappropriate and unprofessional manner in which the employees behaved. Yes, I am aware that Mr Hackney and the office manager were married, because the office manager had to "fill in" for a dental hygenist who was out picking up their child the day of my visit, which resulted in a longer visit for many reasons, and Mrs Hackney fumbling with the equipment stating she "didnt remember how to do this". I only refered to this hwoever, when Mrs Hackney suggested that I speak to Mr Hackeny about the issue, and I assumed it wouldnt matter since they were married.

Be it as it may, I was NEVER informed that I could ask for a copy of my xray in writing, because I would have gladly wrote a letter. I would have considered paying for the duplication myself. I even suggested that I take the xray and then return it within two days after I was seen by my home dentist. I explained the need for this xray was for continuity of care. I since have been to another dentsit and had another xray, as I explained that I would, but I really wanted to limit myself to radiation exposure because I am pregnant and a first time mother. Regardless of my reasons, a professional business should act accordingly. I should have things explained to me- including my options for xray copies and etc. I should be respected as a patient and a person, not with raised voices and rude remarks and the demeaning attitude towards my school. Mr Hackney even admitted it himself that I (and I quote) "didn't like it when anger and rudeness was turned back on her", of course I didnt. No patient would. I was fearful of more tests, excess costs and excess dental work and was only explaining my needs and worried what to do and tried numerous ways to figure out how to solve my problems while talking with the Hackney's, which could have all been solved by the expanation that I could have the xray with a written letter? I think an apology is well deserved and not too much to ask.

Regards,

I was an insured patient at Dr. Hackney's office where I reported with complaints of tooth pain. After treatment, still a month later, still having pain, I desired to have my home dentist repair my issue and I requested my complete medical records, including x-ray from Dr. Hackney's office at the end of February. I was told that it wasnt their policy to release these records without insurance payment clearance and to call back at the begining of March. After calling this afternoon, I explained the need for continuity of care because of the pain that I was in and the need for the medical records. After refusal to give me the records, the office assistant, LeAnn Hackney became angered, did not provide good customer service, used an elevated voice and then transferred me to her husband, Dr. Hackney. Dr Hackney, at this time, explained in a harsh tone, that as a patient with his office I didnt have any rights to my complete medical record and it was his property, including parts that he said, "I never have to turn over to you in case I was sued".

I have sense filed a complaint with the Department of Health & Human Services Office for Civil Rights and further contacted the Board of Dentistry. However, the meer unprofessionalism, aside from the inability to assist their patient with continuity of care is distrubing. As a licensed nurse, and a law student, I am well aware of how individuals in the field of public service should act and this is not one of them.

During my first visit with Dr. Hackney, my law school (the bread and butter of the school) was "put-down" with Dr. Hackney stating that he thought students that attended there were all the, "rejects.." I ignored this comment, however, in light of recent events, I am concerned that this public service attitude is disrespectful to the patient population and hinders care for a population so rural, that medical and denta treatment is a treat rather than necessity.

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Description: DENTISTS

Address: Riverside Drive, Grundy, Virginia, United States, 24614

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