MASH Urgent Care

We have already put in process this individual's refund The correct process was followed throughout the billing cycle in relation to their insurance plan on payments

We apologize for the delay for obtaining the medical information from their PMD, but we did attempt to attain the information (which we have documentation confirming) but never received until the mention time Once we received it from their PMD, we processed the information accordingly

Re: [redacted] DOB: [redacted] Mr [redacted] was evaluated at MASH Urgent Care on June 18, He complained of trouble with his Foley catheter that his urologist had inserted the day beforeThe catheter, which is inserted into the urinary bladder, was leaking and needed to be replaced He presented on a Saturday afternoon when his urologist was not available, so the patient had a choice to continue with his present situation, visit MASH, or go to an Emergency Room for assistance At our MASH sites we do have Foley catheters available The staff at MASH made attempts to replace the catheter, but were unsuccessful This is usually due to the anatomy of the patient, which is often the reason the patient had the catheter placed by the Urologist in the first place There are also times when ED staff is unsuccessful in replacing Foley catheters and the Urologist on-call must be called in to assistWe do not have urologists available to call in to assist in an urgent care settingAfter the unsuccessful attempts at replacing the catheter, the patient was able to void while he was at our site, so it was determined that it was not an emergency for him to have a new catheter insertedHowever, he was instructed that if he had difficulty voiding, he should go to the nearest Emergency Room for careIt appears that he was able to get to his urologist days later and the urologist did not feel a new Foley catheter needed to be inserted at that time It is unfortunate that we were not successful in replacing the catheter, however, this was not due to the lack of supplies at MASH or skill of the staff, but rather the patient’s anatomy which would have required the assistance of a urologist and may have required additional urology specialty equipment We have informed our staff of the complaint Because we evaluated the patient and made multiple attempts to replace the catheter utilizing staff time and medical supplies, we will not be able to refund his co-payment as there is no guarantee of successful replacement of the catheter We will send a letter of explanation to the patient as requestedWe appreciate the Revdex.com making us aware of this complaint Please let me know if you have any further questionsSincerely, Deborah F [redacted] MD Medical Director MASH

Please change the correspondence email address to Mark P***, MD - mp***@proesinc.com. The response to this complaint includes details of the patients medical information that I cannot provide to the Revdex.com or post on a website due to HIPAA laws and regulations. I will address this
directly with the patient. Mark P***, MD

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this
does not resolve my complaint. For your reference, details of the offer I reviewed appear below. We had one missed call from MASH in which I called right back and was never called back. This is MASH's pattern of failureThey never return phone calls and they never follow through with their promisesOn my voicemail I was told they had tried to contact my wife and was never successful, that is a lie. Not once did my wife get any voicemail from MASH! They just keep claiming they are going to refund us and never do. Regards, *** ***

the individual's refund has been approved and processed for $17.72. If you have any other questions/concerns, please feel free to call me directly to discuss

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** *** An I'm sorry does not answer the questions I askedIf my medical
records where sent to their fax number three times and they only
received them once after several phone calls where did they go? The
doctor has only seen me once in my life and yet he failed me due to a
chronic condition which has cost me the positionHow dare he imply I am
not capable of preforming a job dutyI have been living with this
chronic condition for ten years, I know how to do things without further
hurting myselfThe doctor questioned me integrityI just want an
answer to the questions I have asked and will never be happy with the
way I was treated both by the manager and the doctor

We have already put in process this individual's refund.  The correct process was followed throughout the billing cycle in relation to their insurance plan on payments.

We are sorry to hear that you received a complaint about services provided at MASH Urgent Care on 7/26/16 at our Dent Tower site. We are the industry leader in the Urgent Care arena in WNY and strive to provide the best care possible to every patient that walks through our door.  The...

patient was seen at MASH Urgent Care (DENT Tower site) on 7/26/16 by a MASH physician for laceration to her right lower leg. I have personally reviewed the chart and all the documentation reflects appropriate care provided during that visit. Sterile technique was used; wound was cleansed, repaired and dressed, which are all within the established standards of care for this problem.    In my opinion, this patient’s wound care complications are unfortunate but not the result of care she received at MASH. Each body heals differently and there are hundreds of factors that affect wound healing. Had she returned to our facility within 10 days of the initial visit, we would have gladly treated her again to help resolve the issue, and there would have been no additional fee associated with the treatment of the wound care compilation. Since a service was provided at our facility, and the medical care was appropriate, we are unable to offer her a refund. I hope this has adequately addressed the complaint you received. If I can be of any further assistance, feel free to contact me.  Thank you. Sincerely,

Re: [redacted] DOB: [redacted]Mr. [redacted] was evaluated at MASH Urgent Care on June 18, 2016. He complained of trouble with his Foley catheter that his urologist had inserted the day before. The catheter, which is inserted into the urinary bladder, was leaking and needed to be...

replaced.   He presented on a Saturday afternoon when his urologist was not available, so the patient had a choice to continue with his present situation, visit MASH, or go to an Emergency Room for assistance.   At our MASH sites we do have Foley catheters available.  The staff at MASH made 3 attempts to replace the catheter, but were unsuccessful.  This is usually due to the anatomy of the patient, which is often the reason the patient had the catheter placed by the Urologist in the first place.  There are also times when ED staff is unsuccessful in replacing Foley catheters and the Urologist on-call must be called in to assist. We do not have urologists available to call in to assist in an urgent care setting. After the unsuccessful attempts at replacing the catheter, the patient was able to void while he was at our site, so it was determined that it was not an emergency for him to have a new catheter inserted. However, he was instructed that if he had difficulty voiding, he should go to the nearest  Emergency Room for care. It appears that he was able to get to his urologist 2 days later and the urologist did not feel a new Foley catheter needed to be inserted at that time.  It is unfortunate that we were not successful in replacing the catheter, however, this was not due to the lack of supplies at MASH or skill of the staff, but rather the patient’s anatomy which would have required the assistance of a urologist and may have required additional urology specialty equipment.   We have informed our staff of the complaint.  Because we evaluated the patient and made multiple attempts to replace the catheter utilizing staff time and medical supplies, we will not be able to refund his co-payment as there is no guarantee of successful replacement of the catheter.   We will send a letter of explanation to the patient as requested. We appreciate the Revdex.com making us aware of this complaint.  Please let me know if you have any further questions. Sincerely,   Deborah F [redacted] MD   Medical Director MASH

In reference to the inquiry of the individual's two refunds, both have been approved and processed.  Their credit card has already been refunded the $56.93 and refund check for $90 has been processed.  Correct billing/reimbursement process were followed.  Please feel free to call me...

directly to discuss if you have any additional questions/concerns.

As noted before, refund was provided and the correct process was follow in reference to their insurance plan.  We apologize that they do not feel satisfied with the results, but correct procedure was followed.  In reference to voicemail, depending on the nature of certain phone calls, we are not allow to leave voicemails in certain situations due to HIPAA regulations.

Hello, We have accepted the $60.00 as payment in full for the visit. We have communicated this to the patient's father on 3/7/16 who understands and accepts the plan. Thank you.

We apologize for the delay for obtaining the medical information from their PMD, but we did attempt to attain the information (which we have documentation confirming) but never received until the mention time.  Once we received it from their PMD, we processed the information accordingly.