Fairlawn Primary Care, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. This is a very inaccurate response to the facts of what happened in an attempt to cover what they have done. I'm not surprised that they have tried to twist the facts in order to appear as if they have done no wrong. It is sad to hear she has 9 years experience for how unprofessional she acted. She DID say she refused to give me a referral while on speaker phone for my husband to hear, though she talked in circles and beat around the bush before finally saying it straight out in the end. To say I was 'screaming in the background' seems to be an unprofessional attempt to try to discredit someone. If the situation actually went the way she described it, then I would have not sent in a complaint, for it would have been resolved in the way she depicts it.Regards,
[redacted]

Dear Sir/ Madam, I would like to respond to the above complaint.  On September 2, 2015 I received a call from a patient's husband requesting we cancel her next appointment the following day on September 3, and all future appointments for his wife and himself. I asked him if they wished to...

be rescheduled for a different date,  he stated that they no longer wished to be patients of Dr. [redacted] of Fairlawn Primary Care.  I said okay and ended the call.  On October 23 I received a call from the husband asking that I write a referral letter for his wife to an endocrinology specialist. I asked had they found a new primary care, and if so the referral should come from their new doctor. He said no they had not. I explained that we would still need to see his wife until she transferred to a new physician to make sure she was not without treatment. As in my 9 years experience in my position, it can take anywhere to a month to 3 months or more to see a specialist depending on their available schedule. Over the past year it has become increasingly more difficult to get a timely  appointment with any type of specialty doctor in the Rhode Island area.   During the whole conversation the wife was yelling in the background. I asked if I could speak directly with her to clarify how she wanted to proceed.  At no time did I tell her we would not write the referral or fill a prescription for her medication. I was not aware she needed a refill of her medication. It is very common that if a patient decides to leave our practice we will  refill their prescription for 1 month to ensure they have medication until they see a new primary care physician.  She then got on the phone and stated I was wasting her "expletive" time, and did I need it explained in another language. She stated she did not wish to see Dr. [redacted] anymore at all.  I tried to explain to her how referrals work and that the doctor should see her until she was transferred to another physician. It is of course her choice to see who she wants to see, but she should not go without treatment and again it is very common that it can take some time to get into any type of specialist. She again was irate asking was I stupid she wanted to speak to someone above me. I told her I was the office manager and if she wished to speak to the doctor she should come for an appointment to discuss her options for treatment. She then hung up the phone. We are a professional practice and we would never prevent a patient from receiving treatment or medication that is needed. We would never use a patients health to intimidate them to stay on with our practice. We take pride in giving our patients the best care and professional experience with our office.  Sincerely, [redacted]Office ManagerFairlawn Primary Care, Inc.