Healthgrades

Dear [redacted] Thank you for contacting Healthgrades via the Revdex.com. We appreciate you informing us via the Revdex.com about a comment posted on your profile.  Healthgrades has removed this comment as it does not meet our criteria for display.  This has already been reflected on our...

consumer site.  We value your input which is why we brought this to the attention of Sr. Management.  We manually review and evaluate thousands of patient comments each day. I do apologize ~ one of our auditors made an error and this comment was subsequently approved.  We do have a feature that allows a provider or consumer to ‘flag’ a comment as inappropriate which would send the comment back to the auditors.  In addition, Healthgrades provides the capability for a provider to post a response to each patient comment that can provide clarity. To respond to an individual patient comment, please log into our provider portal.  Keep in mind Healthgrades is a community driven site.  All comments from provider and patients are filtered for inappropriate content prior to being published.  We encourage you to read the Best Practices pdf and watch the educational video: https://www.youtube.com/watch?v=amJWizaJd78 Please remember, HIPAA compliance is YOUR obligation. You must have a portal account in order to respond.  Healthgrades cannot post a response on behalf of a provider.     https://update.healthgrades.com/account/sign-in   In the left hand rail, hover on the blue silhouette of a person, (next to Basic Information) Select ‘Patient Experience’ Select ‘Patient Review’ Locate the comment you want to reply to and click on the white 'reply' bubble on the right. Replies will go through an audit process and will not be available on our consumer site immediately. If you have questions, please use our ‘contact us’, located at the bottom of the provider portal page. Upon notification via the Revdex.com, the comment was reviewed and the recommendation was made to Sr Mgmt that it be removed.  Finally, Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing this information from our website.  I trust this resolves the concerns.  Please feel free to reach out to me directly if the need arises. Regards,[redacted]Healthgrades Operating Company, Inc

Dear [redacted], MD You recently contacted Healthgrades regarding a concern you had about a survey received by Healthgrades.  As a result of your inquiry, Healthgrades launched an investigation into the profile and...

analyzed all surveys submitted through our website for you.  The subject matter comment/opinion meets Healthgrades criteria for display.  Accordingly, our business rules prohibit us from removing the remaining comments/opinions from our site.  We remind you that survey submissions at Healthgrades.com represent the individual opinions of patients and are aggregated for the benefit of consumers.  We do allow healthcare providers to post a response regarding surveys that are showing on the patient experience page which can be submitted in our free provider portal: https://update.healthgrades.com/account/sign-in under the section of “Your Voice”. Finally, with respect to your request for removal, Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing your profile information from our website.  Respectfully, [redacted]Healthgrades Operating Company, Inc

Dear [redacted]Thank you for contacting Healthgrades via the Revdex.com and Healthgrades contact us. As a result of your inquiry, Healthgrades launched an investigation into your profile and the legitimacy of surveys submitted through our website.Upon review of the data, we have...

determined that the subject survey is a legitimate survey.  Accordingly, our business rules prohibit us from removing any such survey from our site.  We remind you that survey submissions at healthgrades.com represent the individual opinions of patients and are aggregated for the benefit of consumers.  Healthgrades is an objective source and does not block content from specific individuals at the request of 3rd parties.  We will however, remove the comment/opinion if the respondent contacts us and requests a retraction.Additionally, a provider may respond to a comment individually.  To respond to an individual patient comment, please log into our provider portal.  Keep in mind Healthgrades is a community driven site.  All comments from provider and patients are filtered for inappropriate content prior to being published.  We encourage you to read the Best Practices pdf and watch the educational video: [redacted] Please remember, HIPAA compliance is YOURobligation. You must have a portal account in order to respond.  Healthgrades cannot post a response on behalf of a provider.   [redacted]   In the left hand rail, hover on the blue silhouette of a person, (next to Basic Information) Select ‘Patient Experience’ Select ‘Patient Review’ Locate the comment you want to reply to and click on the white 'reply' bubble on the right. Replies will go through an audit process and will not be available on our consumer site immediately. If you have questions, please use our ‘contact us’, located at the bottom of the provider portal page.Respectfully,[redacted]Healthgrades Operating Company, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: 11305609
I am rejecting this response because:It does no properly address my concern for defamation and degradation of my professional reputation based on a sole patient's opinon.  Although my practice information is publicly available! I have never given the health grade to freely display someone's personal opinion about myself.  This website is accessible by my friends and family, including my children.  I have no obligation to comply with their rules and will not use their website as a battle ground with my patients.  This website is morally wrong way to make money.  Will fight this to the end.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: At the very least, I will accept and require that the surgery functionality be turned off and removed from my profile. In addition, the response that I received from Healthgrades after contacting them via e-mail, was an automated e-mail reply instructing me on how to log in to make my own profile updates. I refuse to make a profile with Healthgrades as it supports the practice of allowing unverified patients and clients to post reviews on practitioners that may have never even seen the patient in an act of retaliation. Healthgrades supports slander and has no means of verifying the person commenting or filling out a survey has ever even seen the provider. Anyone can make a fake e-mail address and comment whatever they like. Given that I serve the mental health population, the survey functionality should have never been active. I will ask that the surgery functionality be removed from my profile. 
Sincerely,
[redacted]

Dear Dr. [redacted], I am sorry that you are dissatisfied however Healthgrades conclusions remain the same. Respectfully,[redacted]

Thank you for contacting Healthgrades via the Revdex.com.Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from...

publicly available sources.  Because Ms. [redacted] has identified herself as a practicing provider and the published information regarding Ms. [redacted]’s practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing Ms. [redacted]’s information from our website.  However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information.  You may finish the authentication for our free provider portal here: https://update.healthgrades.com/account/sign-inPlease note that because the current address information is coming from a public registry Centers for Medicaid and Medicare Services (CMS) where Ms. [redacted] provided [redacted] as her business practice address, other sites may still utilize this address and phone number despite any changes made on our site.   In order to correct the publicly available source of this information, Ms. [redacted]’s may also wish to update her business address directly with the Centers for Medicaid and Medicare Services.Regards,[redacted]Healthgrades

Thank you for contacting Healthgrades via the Revdex.com. I apologize for the difficulty you’ve had with Healthgrades.  I do see that your initial request came in on 3/12/16 requesting removal of the profile.  On 3/21/16 (today), the customer support rep picked up your case and saw...

that you had written in an additional 2 times.   The rep sent your request to our investigation team to disable the survey functionality because you are a mental healthcare provider ~Healthgrades allows mental healthcare providers to opt out of surveys.  I have escalated your request so that the survey functionality will be turned off within 24-48 business hours from today.   You will also receive an email from the survey investigation team advising you that the functionality will be disabled. Regards, [redacted]

Dear [redacted] MD Thank you for contacting Healthgrades via the Revdex.com. Healthgrades has re-examined your request and given you are an instructor which I have been able to primary source verify, I am suppressing the surveys, survey functionality and temporarily suppressing the profile.  Per...

our phone conversation, the profile will come back on our website with a modified view so that patients know you are in an academia position.  I will notify you as to the timeline of the modified profile. Best regards, [redacted] Healthgrades Operating Company, Inc

Dear [redacted], [redacted]   Thank you for contacting Healthgrades via our contact us and the Revdex.com. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates...

information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing this information from our website.  Per our previous correspondence(s) with you dated 1/20/17, Healthgrades relies upon the veracity of the person submitting the review that they are the patient or family member of a patient.  Additionally, Healthgrades responded to your inquiry on 10/17/16 to which you replied with another question and a second response went out to you on 10/20/16 for a total of 3 responses to your 3 emails.  If you did not receive these responses, please check your spam or junk folder.  If you cannot locate these responses I’m happy to copy and send them again to you.  Unfortunately, your request to see Healthgrades survey data from patients is respectfully declined.  We have a privacy/confidentiality policy that we abide by.  I’m sure you understand, and if someone were to ask you for a list of your patients, you would decline that request for privacy reasons.  Again, Healthgrades relies upon the veracity of the person filling out the comments/opinions.  Respectfully, [redacted] Healthgrades Operating Company, Inc Tell us why here...

Dear Ms. [redacted], Healthgrades will suppress all reviews and functionality on your profile.  We allow mental healthcare providers to opt out of the survey feature.  I have put the request through today.  This will take 24-48 business hours to be reflective on our website.  Please let us know if we may further assist you. Regards, [redacted]Healthgrades Operating Company, Inc

Dear [redacted], As stated, Healthgrades updated the address several weeks ago, upon your request.  I was merely showing how the previous address came about (via NPI/and your representative who filled out the NPI paperwork).  In any event, the address was taken care of weeks ago via an email you sent to Healthgrades where you asked us to update to show the addresses on your website.  This was updated on 10/10/2016 and confirmation was sent to the provider stating as such.  I do apologize for the behavior of the rep that you last spoke with.  He did not give the quality of service that is expected by Healthgrades and as a result is no longer with our company.  I am sorry you are dissatisfied however we have made steps to rectify your concerns.  Our conclusions will remain the same however regarding the survey.  Respectfully,[redacted]Healthgrades Operating Company, Inc

Thank you for contacting Healthgrades via the Revdex.com.  I want to clear up some inaccuracies in the complaint itself: Provider states in her complaint that… “There is also nothing to prevent me from posting 5 star reviews of myself which I refuse to do because I am an ethical human being.” ...

[redacted] did indeed fill out more than 1 5-star survey on herself ~ she submitted at least 10 (TEN) 5-star surveys on herself using different email addresses and text numbers.[redacted] has sent 2 emails (not 5 that she indicates in this complaint) and called to tell us that she filed a Revdex.com complaint.   The subject comment that [redacted] is complaining about meets Healthgrades criteria for display.  This subject comment has passed 3 human auditor reviews, a survey investigation and finally been escalated to the review committee and each time has passed the criteria for display.  Accordingly, our business rules prohibit us from removing any such survey/comment from our site.  We remind you that survey submissions at healthgrades.com represent the individual opinions of patients and are aggregated for the benefit of consumers.  Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because [redacted] is a practicing provider and the published information regarding this practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing this profile information from our website.However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information.  Finally, we allow providers to respond to surveys through our free provider portal. [redacted] has an account that she has already utilized and is able to update her insurances, any profile information and post a response to surveys.Regards,[redacted]Healthgrades Operating Company, Inc

Thank you for your inquiry.  When you dialed the number on healthgrades.com, you called a hospital referral service for which Healthgrades provides call center services.  As a provider of call center services, individuals within the call center answer and respond to calls as the hospital...

referral service.    The referral service is provided by hospitals as a public service to facilitate the making of appointments with their physicians who are part of their referral service program.  Information you provide is passed to the physician’s office for the purpose of scheduling appointments.  In some cases, the physician’s office may request the same information again, or additional information.  The operators that answer the phone all are instructed to identify themselves as the ‘physician scheduling service’.I hope this has rectified your case and if not, please feel free to reach out to me directly [redacted]) or reply to the Revdex.com.Regards,[redacted]Healthgrades Operating Co, Inc.

Complaint: [redacted]
I am rejecting this response because: your response did not address my concerns.  I understand that individuals have the ability to post their opinions on your website.  However, the review in question states that I "actually hurt kids" (this quote is taken directly from the review on your site).   This is falsely accusing me of a crime, which is absolutely inaccurate and has no factual basis.  A patient or individual may express an opinion but can not falsely accuse someone of a crime.  In Healthgrades response, you mention that the review is "legitimate."  Please tell me how falsely accusing someone of an act they did not commit is "legitimate"?  It appears that any patient can simply put factitious information on your site regarding medical providers simply by having an email address.  I again respectfully ask you to immediately remove this review from your site. 
Sincerely,
[redacted]

Dear [redacted],I thank you for your rebuttal.The surveys I refer to (ones done in connection with your email/phone/text) date back to 2008 to present.  We didn’t ‘just discover them’ as your rebuttal indicates ~ rather, we tend to give a provider the benefit of doubt.  The reason I mentioned them is because of the point you were driving.Again, the subject comment that is in question meets Healthgrades criteria for display.  This subject comment has passed 3 human auditor reviews, a survey investigation and finally been escalated to the review committee and each time has passed the criteria for display.  Accordingly, our business rules prohibit us from removing any such survey/comment from our site.  We remind you that survey submissions at healthgrades.com represent the individual opinions of patients and are aggregated for the benefit of consumers.  Finally, we allow providers to respond to surveys through our free provider portal https://update.healthgrades.com/account/sign-in   You have an established account.  In order to post a response, log into your account and click on ‘Your Voice’ in the left hand rail.  Then select ‘response to patient surveys’.Respectfully, [redacted] Healthgrades Operating Company, Inc.

Dear [redacted], Since receiving your complaint via the Revdex.com, Healthgrades launched an investigation into the comments/opinions posted on the profile at Healthgrades.com.  The subject matter comment meets Healthgrades criteria for display and will not be removed.  The location and...

name on our surveys are not a required field and therefore can be left blank or pseudo names/pseudo locations can be used.  During the investigation, we also saw that you submitted 2 reviews/comments on your profile.  We allow a provider to submit one for themselves so we are removing the duplicate star rating/comment. You may have your attorney contact Healthgrades at the following: [redacted]

Complaint: [redacted]
I am rejecting this response because: thank you for your response. But my complaint is about a malicious comment not about any stars. Please take a look again. 
Sincerely,
[redacted]

Dear [redacted], MD Thank you for your rebuttal.  In 2 emails sent by you to Healthgrades, you specifically state: “Comment: Hello: I recently saw a patient who on 9/14/16 who threatened me physically because I wouldn't prescribe pain medications, "[redacted]" who has also posted a negative comment on Healthgrades and I would like his comment removed. It is a negative comment from 9/14/16. His comment is unjust and unfounded. I understand not all patient's can be happy with my service but to have a patient write negative reviews about me because I would not prescribe narcotics is wrong. Please take that review down. Thank you.” Given your emails to Healthgrades and that you identified this person as a patient, I am unable to remove the comment.  As we have communicated before, you may post a response to the comment left by your patient. I hope this answer clarifies Healthgrades position.   Respectfully, [redacted] Healthgrades Operating Company, Inc