Group Delphi

Complaint: [redacted] I am rejecting this response because: The company has my records so I don't see why I have to submit paperwork so they can access themIn addition, there is a $fee to access recordsI will not sign anything that is going to charge me to resolve this issueI am not clear on who [redacted] is and why they are involved, and why I have to pay $to access my records (which I am not requesting)From the PDF file that was sent to me to sign: "Lone Star Circle of Care and [redacted] will charge a cost-based fee up to a maximum of $for a two-year abstract of your medical record along with up to five years of diagnostics regardless of page countIf you are seeking a copy of your entire medical record, the total cost-based fee could be significantly higher based on the page count of your record." Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Hello,I filled out the newest form sent by Lone Star Circle of Care which did not have a charge and sent it back accepting the formHowever, I misunderstood that accepting the form would also mean that the complaint would be closedThe complaint has not been resolvedPlease reopen it so that Lone Star Circle of Care can continue to resolve my issue.Sincerely, [redacted] Regards, [redacted]

We have reviewed the customer service concern submitted to Lone Star Circle of Care (“LSCC”) dated September 15, related to [redacted] * [redacted] ’s complaint on customer service Ms [redacted] alleged, she was placed on hold and informed the clinic was not answering the phones Ms [redacted] also alleged her Fiancé’ went up to the clinic and was told he would have to wait to speak to the doctor who was with patients to find out thirty minutes later, the doctor was not in the office, ultimately, alleging the clinic withheld medication Upon review of the grievance, we were unable to determine the length of hold Ms [redacted] experienced or regarding the alleged no answer at the clinic We apologize for her patient experience Our findings determined the doctor who the Fiancé arrived at the clinic to see, was not in The doctor went home ill shortly before the Fiancé arrived We apologize he waited in the lobby and was not informed immediately at the front desk The patient scheduled an appointment the following Monday and did receive his non life-threatening prescription Please feel free to contact me should you have any further questions or concerns Thank you, [redacted]

*** is out of the office today and I am following up on whether Ms*** has signed the authorization form We have a response ready to go but are unable to share or disclose protected health information until the HIPAA release form has been completed and returned to us I’m happy to accept that form from you when it has been signed.Please let us know if you have any questions.Thanks,*** *** *** *** *** * *** *** *** * *** ***
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I have attached an authorization form that needs to be signed by the complainant before we can release any of the requested information We need the completed ROI to be able to answer any of these questions with specificity or we would be violating the patient’s privacy and federal law
Without the patient’s consent to disclose her protected health information, we can only speak to our general policies, and not that actual events surrounding this patient’s care.Thanks ***, and please let me know if you need anything else.*** ***Patient Experience Officer/Custodian of Records (COR)*** *** *** ** ***
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Complaint: ***
I am rejecting this response because:You do not need to release any of my personal information to Revdex.com -- or anyone publicly for that matter -- however, you do need to call and/or email me directly and take care of my issues with my refund & accountTo date, both times that I have called the billing department and was assured that someone would return my calls and no one has ever called me back. BTW, I also just got a bill for my other son who was there A YEAR AGO! The address was ripped so that it could actually be delivered! (see attached files) Maybe this is why I never get a bill? The billing department at LSCC really needs a huge improvement.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and am including the attached paperwork to continue to resolve this issue.
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
Hello,I filled out the newest form sent by Lone Star Circle of Care which did not have a charge and sent it back accepting the form. However, I misunderstood that accepting the form would also mean that the complaint would be closed. The complaint has not been resolved. Please reopen it so that Lone Star Circle of Care can continue to resolve my issue.Sincerely,[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The company has my records so I don't see why I have to submit paperwork so they can access them. In...

addition, there is a $25 fee to access records. I will not sign anything that is going to charge me to resolve this issue. I am not clear on who [redacted] is and why they are involved, and why I have to pay $25 to access my records (which I am not requesting). From the PDF file that was sent to me to sign: "Lone Star Circle of Care and [redacted] will charge a cost-based fee up to a maximum of $25.00 for a two-year abstract of
your medical record along with up to five years of diagnostics regardless of page count. If you are seeking a copy of your
entire medical record, the total cost-based fee could be significantly higher based on the page count of your record."
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Will Lone Star Circle of Care pay for the fees involved in obtaining my records? If so, please tell me how to proceed. I am happy to provide the information if Lone Star Circle of Care will pay for the fee for the records. 
Regards,
[redacted]

please ask the complainant to sign the attached release of information so we can move forward in providing a detailed response?Thank you

I erroneously sent you the wrong form. Attached is the correct form the complainant would need to fill out to avoid LSCC violating patient confidentiality in our response. We will not release any records and will only share the minimum necessary to provide a response to the complaint.Please let me know how she would like to proceed.

We have reviewed the customer service concern submitted to Lone Star Circle of Care (“LSCC”) dated September 15, 2014 related to [redacted]. [redacted]’s complaint on customer service. ...

Ms. [redacted] alleged, she was placed on hold and informed the clinic was not answering the phones.  Ms. [redacted] also alleged her Fiancé’ went up to the clinic and was told he would have to wait to speak to the doctor who was with patients to find out thirty minutes later, the doctor was not in the office, ultimately, alleging the clinic withheld medication. 
 
Upon review of the grievance, we were unable to determine the length of hold Ms. [redacted] experienced or regarding the alleged no answer at the clinic.  We apologize for her patient experience.  Our findings determined the doctor who the Fiancé arrived at the clinic to see, was not in.  The doctor went home ill shortly before the Fiancé arrived.  We apologize he waited in the lobby and was not informed immediately at the front desk.  The patient scheduled an appointment the following Monday and did receive his non life-threatening prescription. 
 
Please feel free to contact me should you have any further questions or concerns.
 
Thank you,
 
 
[redacted]
[redacted]