Family Practice Physicians

In response to your correspondence of 06/12/regarding the abovecomplaint, the patient has seen Dr [redacted] in our office since03/18/She has had visits since that time, and has been seen byDr [redacted] or our physician assistant.We have an electronic medical records system, and so we keep verydetailed records of all phone conversations and appointments regardingpatientsI see in reviewing these messages that the patient wascontacted over the years by phone and email and there was nodocumented complaint from the patient, other than one call in May ofthis yearReferrals to specialists were processed and documented.Work notes were requested and faxed in a timely manner.The call from the patient on 05/0S/was a voice mail left stating thatshe was on her way to the pharmacy and she wanted to get anantibioticThe staff member who talked to the patient explained to herthat a prescription could not be called without the authorization of Dr[redacted] The patient requested a specific time at which the medicationwould be called to the pharmacy and when this was not possible, sheasked to speak to the office managerThe patient was notified that 1was with patients at the time and could not take her callShe wastransferred to my voice mailThe patient was called back by Dr[redacted] at 7:11pm that day and prescriptions were coordinated.The patient also threatened to provide a bad review on Yelp andinformed the staff that every bad review seen on that web site is fromher.Regarding her specific complaints in your letter, our office does nothave hour wait times, we promptly return phone calls and coordinatemedication with pharmacies, we have same day appointments asneeded for patients, never a month waitOur staff is congenial andcourteous even when encountering rude patientshave not receivedmessages that I recall from this patient on my voice mail.In general, our patient satisfaction has been excellent over the years.This is verified by awards for patient satisfaction from [redacted] medical group for all three doctors in our office.This requires patient satisfaction scores in the 95% range.I wish this patient well and hope that she is able to find a physicianoffice where she can be satisfied with her care.Please contact me if you should need any additional information[redacted] D***, D.O.Board Certified Family Physician

In response to your correspondence of 06/12/regarding the abovecomplaint, the patient has seen Dr*** *** in our office since03/18/She has had visits since that time, and has been seen byDr*** or our physician assistant.We have an electronic medical
records system, and so we keep verydetailed records of all phone conversations and appointments regardingpatientsI see in reviewing these messages that the patient wascontacted over the years by phone and email and there was nodocumented complaint from the patient, other than one call in May ofthis yearReferrals to specialists were processed and documented.Work notes were requested and faxed in a timely manner.The call from the patient on 05/0S/was a voice mail left stating thatshe was on her way to the pharmacy and she wanted to get anantibioticThe staff member who talked to the patient explained to herthat a prescription could not be called without the authorization of Dr.***The patient requested a specific time at which the medicationwould be called to the pharmacy and when this was not possible, sheasked to speak to the office managerThe patient was notified that 1was with patients at the time and could not take her callShe wastransferred to my voice mailThe patient was called back by Dr.*** at 7:11pm that day and prescriptions were coordinated.The patient also threatened to provide a bad review on Yelp andinformed the staff that every bad review seen on that web site is fromher.Regarding her specific complaints in your letter, our office does nothave hour wait times, we promptly return phone calls and coordinatemedication with pharmacies, we have same day appointments asneeded for patients, never a month waitOur staff is congenial andcourteous even when encountering rude patientshave not receivedmessages that I recall from this patient on my voice mail.In general, our patient satisfaction has been excellent over the years.This is verified by awards for patient satisfaction from *** ***
*** *** medical group for all three doctors in our office.This requires patient satisfaction scores in the 95% range.I wish this patient well and hope that she is able to find a physicianoffice where she can be satisfied with her care.Please contact me if you should need any additional information*** D***, D.O.Board Certified Family Physician

In response to your correspondence of 06/12/15 regarding the abovecomplaint, the patient has seen Dr. [redacted] in our office since03/18/09. She has had 11 visits since that time, and has been seen byDr. [redacted] or our physician assistant.We have an electronic medical records system, and so we...

keep verydetailed records of all phone conversations and appointments regardingpatients. I see in reviewing these messages that the patient wascontacted over the years by phone and email and there was nodocumented complaint from the patient, other than one call in May ofthis year. Referrals to specialists were processed and documented.Work notes were requested and faxed in a timely manner.The call from the patient on 05/0S/15 was a voice mail left stating thatshe was on her way to the pharmacy and she wanted to get anantibiotic. The staff member who talked to the patient explained to herthat a prescription could not be called without the authorization of Dr.[redacted]. The patient requested a specific time at which the medicationwould be called to the pharmacy and when this was not possible, sheasked to speak to the office manager. The patient was notified that 1was with patients at the time and could not take her call. She wastransferred to my voice mail. The patient was called back by Dr.[redacted] at 7:11pm that day and prescriptions were coordinated.The patient also threatened to provide a bad review on Yelp andinformed the staff that every bad review seen on that web site is fromher.Regarding her specific complaints in your letter, our office does nothave 2 hour wait times, we promptly return phone calls and coordinatemedication with pharmacies, we have same day appointments asneeded for patients, never a 6 month wait. Our staff is congenial andcourteous even when encountering rude patients. 1 have not receivedmessages that I recall from this patient on my voice mail.In general, our patient satisfaction has been excellent over the years.This is verified by awards for patient satisfaction from [redacted]
[redacted] medical group for all three doctors in our office.This requires patient satisfaction scores in the 95% range.I wish this patient well and hope that she is able to find a physicianoffice where she can be satisfied with her care.Please contact me if you should need any additional information.[redacted] D. [redacted], D.O.Board Certified Family Physician

Review: I have had numerous complaints about this office:1. Wait times over an hour2. No one returning my phone calls regarding refilling prescriptions3. No appointments available for over 6 months4. Walk in patients being taken in before scheduled appointments5. Rude staff When I've inquired who the manager is, I am told that it is Dr [redacted]. I have left 2 messages for him on his personal voice mail on 2 separate occasions and he has NEVER returned my call.Desired Settlement: I would like Dr [redacted] to return my calls and speak to me.

Business

Response:

In response to your correspondence of 06/12/15 regarding the abovecomplaint, the patient has seen Dr. [redacted] in our office since03/18/09. She has had 11 visits since that time, and has been seen byDr. [redacted] or our physician assistant.We have an electronic medical records system, and so we keep verydetailed records of all phone conversations and appointments regardingpatients. I see in reviewing these messages that the patient wascontacted over the years by phone and email and there was nodocumented complaint from the patient, other than one call in May ofthis year. Referrals to specialists were processed and documented.Work notes were requested and faxed in a timely manner.The call from the patient on 05/0S/15 was a voice mail left stating thatshe was on her way to the pharmacy and she wanted to get anantibiotic. The staff member who talked to the patient explained to herthat a prescription could not be called without the authorization of Dr.[redacted]. The patient requested a specific time at which the medicationwould be called to the pharmacy and when this was not possible, sheasked to speak to the office manager. The patient was notified that 1was with patients at the time and could not take her call. She wastransferred to my voice mail. The patient was called back by Dr.[redacted] at 7:11pm that day and prescriptions were coordinated.The patient also threatened to provide a bad review on Yelp andinformed the staff that every bad review seen on that web site is fromher.Regarding her specific complaints in your letter, our office does nothave 2 hour wait times, we promptly return phone calls and coordinatemedication with pharmacies, we have same day appointments asneeded for patients, never a 6 month wait. Our staff is congenial andcourteous even when encountering rude patients. 1 have not receivedmessages that I recall from this patient on my voice mail.In general, our patient satisfaction has been excellent over the years.This is verified by awards for patient satisfaction from [redacted] medical group for all three doctors in our office.This requires patient satisfaction scores in the 95% range.I wish this patient well and hope that she is able to find a physicianoffice where she can be satisfied with her care.Please contact me if you should need any additional information.[redacted] D. [redacted], D.O.Board Certified Family Physician