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Elite Sleep Solutions Diagnostic Sleep Lab

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Elite Sleep Solutions Diagnostic Sleep Lab Reviews (1)

Below is written response on complaint ID: 12015975 On 9/14/2016 patient [redacted] came to are facility at 9pm that night for a CPAP titration to obtain his pressure needed for a CPAP machine for his Obstructive Sleep Apnea. Patient’s pressure was obtained and a prescription was signed off...

and approved by his physician Dr. [redacted]. Five months later, 2/2/2017 patient called our office, Elite Sleep Solutions at approximately 4:45pm and I ([redacted]) answered the phone; patient stated his doctor’s office Dr. [redacted] office told him to contact us in regards to adjusting his CPAP pressure, he continued to tell me that the pressure given to him when he slept on 9/14/2016 is not right and needs to increased. I made the patient aware that the pressure was approved and signed by his doctor and in order for us to make any changes to it we would have to obtain an order from his doctor requesting we re-titrate him (do another CPAP Titration) or give us a new pressure in order to change his machine as we do not have the authority to change what his doctor approved and signed off on. I explained all this to Mr. [redacted] and he became very upset stating I was denying him care and that Dr. [redacted] himself told him he could just call our office and we would fix his pressure. I made patient aware that I would never deny him care and that I would do everything I can to get the issue resolved. I told Mr. [redacted] I would call Dr. [redacted] office immediately to find out what was going on and what we could do to help him. The patient was still not happy with this and continued to yell saying I was denying him care, asked what my name was and asked to speak to supervisor. I made patient aware my name was [redacted] and that at this time I was the only management available at this office. He said in that case, I will report you to Revdex.com, I still was apologizing to patient stating I would contact his doctor office and he kept interrupting, raising his voice and used foul language and this point the call was discontinued. Once call was discontinued I called Dr. [redacted] office, speaking to his receptionist and made her aware of Mr. [redacted] concerns…. Dr. [redacted] was not in the office but Receptionist stated she would talk with Doctor tomorrow, she was aware of our policy and if Dr. [redacted] wanted this she would get him to send us an order that we needed to re-titrate patient. While on the phone with Dr. [redacted] office the phone continued to ring, both myself and other coworker were on the phone so we were unable to pick up the ringing line so it went to voicemail. Mr. [redacted] continued to call. Finally, coworker [redacted] answered the call and spoke to patient Mr. [redacted]; where he raised the same concerns to her about needed a new pressure. [redacted] addressed to patient the same rules we have here about needing an order and patient was still very unhappy, but ended up discontinuing the call. Once [redacted] completed her call she faxed a request to Dr. [redacted] office that we needed an increase of pressure order or an order to re-titrate patient. (We have these documents on hand for proof)  But, to this day 3/13/2017 we have failed to receive a request from Dr. [redacted] office to change anything on patient CPAP machine.  Any questions or concerns please let me know. Thank You for your time,  [redacted]Elite Sleep Solutions8035 Eastex Freeway Suite CBeaumont Texas 77708409-892-8303409-892-8306(Fax)

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Address: 8035 Eastex Fwy Ste C, Beaumont, Texas, United States, 77708-2421

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