Georgetown University Hospital

I stated my complaint was against [redacted] Georgetown University Hospital at [redacted] **, Wadhington, DC ***, not the bookstore

June 16, I have talked to the customer about the complaint she filed with your Revdex.com (Revdex.comThe patients mother has been informed that the money collected @ TOS was an estimated amount (out-of-pocket) the insurance brought to our attention prior to the procedure (standard procedure)The patients mother has since received the refund she was looking for and I have addressed her feelings she had about her thoughts of being treated rudely.The conversation with the customer took place on June 16th (a) 11:00am, to make sure everything was in order and to apologize for any inconvenience this may have causedDesired outcome for our customer has been settled

I would like them to handle business and stop bringing the personal issues to the business setting

Thank you for the opportunity to respond to [redacted]'s concerns regarding her Emergency Department visit at [redacted] Georgetown University Hospital...

(*GUH) on February 4, 2016. We are sorry to hear that she was not happy with the services she received. A thorough investigation of her care has been conducted by leadership in the Emergency and Radiology Departments.[redacted] was seen in the MGUH Emergency Department for a twisted ankle that was swollen from walking on the job. The Emergency Department discharge summary provided to the patient on February 4, 2016 included diagnoses of arthritis and left ankle pain. The x-rays showed soft tissue swelling without evidence of fracture. They also showed bony changes, osteophytes that may be consistent with osteoarthritis. [redacted] was given a boot to wear for comfort, pain medications and instructed to follow up with the MGUHFoot and Hand Center for an appointment within 1-2 days. Instructions were provided to the patient as to when to return to the ED if needed.On April 5, 2016, the Associate Clinical Chief in the Department of Emergency Medicine at MGUH and the Patient Services Liaison for the Emergency Department met with [redacted]. The patient was inquiring about her diagnosis from the February 4, 2016 visit in the Emergency Department (ED). The patient shared her concern that because of her arthritis diagnosis, Workman's Compensation was questioning it. It was explained to the patient what her diagnosis was, and also why, during the meeting.The patient asked for a copy of her records and was informed that she would need to sign a medical records release form with our Health Information Management Department (HIM) and was instructed to go to the Medical Records department so that she could do this.The radiology films have been reviewed. There are osteophytes present which by definition means some degree of osteoarthritis. Although the patient may not have had a previous diagnosis of osteoarthritis, when reading the x-ray, the description of these findings is appropriate.MGUH has a process so that patients may request for their medical records to be amended. [redacted] has gone through the process for record amendment request, amendment denial, and her rebuttal with the Compliance Office for MGUH.The record was thoroughly reviewed and a determination was made that the record is accurate and will not be amended. However, it is our practice for the patient's rebuttal to be part of her medical record.Please let me know if you have further questions.Thank you,Ann M[redacted]Patient Advocacy Coordinator [redacted] Georgetown University Hospital

June 13, 2014Dear [redacted],This letter is in response to concern ID [redacted]. The customer was unable to produce any form of Identification; as a result we were unable to fulfill...

his request. He was asked to complete a release form and took the form with him. To date our office has not received his written request for medical records. Our Staff at the front desk tried their best to explain to him that we would need to verify , who he claimed to be. We would need a picture ID or some other form of ID to establish his identity, information can be released to him. The customer claimed to have lost his ID. He was verbally abusive, used profanities and requested to speak to a manager. A manager spoke to this customer and tried to explain that we cannot disclose patient information without verifying his identity. He continued to be verbally abusive using profanities, despite the manager asked him to stop using profanities. He was demanding copics of his medical records and insisted that the manager get him these records as he is trying to establish his identity. He was not very coherent and the manager was unable to reason with him.The Staff and manager were at the point of calling the Hospital Security Department, when he gathered his stuff off the floor and proceeded to exit the Department. As he left of the Department he continued using profanities and threatening us with a law suit.Sincerely

I stated my complaint was against [redacted] Georgetown University Hospital at [redacted], Wadhington, DC  [redacted], not the bookstore.

February 3,2016Thank you for bringing this complaint to our attention and we will reach out the complaining party to address. Sincerely, Ann M[redacted]Patient Advocacy Coordinator

June 16, 2014
I have talked to the customer about the complaint she filed with your Revdex.com (Revdex.com. The patients mother has been informed that the money collected @ TOS was an estimated amount (out-of-pocket) the insurance brought to our attention prior to the procedure...

(standard procedure). The patients mother has since received the refund she was looking for and I have addressed her feelings she had about her thoughts of being treated rudely.The conversation with the customer took place on June 16th (a) 11:00am, to make sure everything was in order and to apologize for any inconvenience this may have caused.
Desired outcome for our customer has been settled

February 3,2016
Thank you for bringing this complaint to our attention and we will reach out the complaining party to address.
 
Sincerely,
 
Ann M[redacted]
Patient Advocacy Coordinator