Massena Memorial Hospital

Thank you for forwarding the above complaint to us for reviewMs [redacted] personally presented me on 11/15/requested copies of her medical recordsUnless the records are required for immediate continuing care, MMH's practice is to process the request in a timely manner providing the copies of records to wither the patient or the patient's provider of choiceIn Ms [redacted] 's case the records were not required for immediate patient careUnfortunately, the communication of this process was not clearly explained to Ms [redacted] On 11/21/2016, MsMattie filed a formal complaint with the hospitalA letter confirming her complaint was sent to her on 11/22/Consistent with MMH procedure, we conducted an investigation with the result that the records were provided to Ms [redacted] on 11/30/Between 11/and 11/30, we communicated directly with Ms [redacted] Additionally, we confirmed via a phone conversation on 12/7/that Ms [redacted] had received her recordsConsistent with MMH procedure Ms [redacted] will receive a follow up letter closing out this matter from our sideIt is unfortunate that Ms [redacted] believed that her records were not available as MMH complies with all Federal & State Regulations regarding the retention and release of Medical Records.In her case the records were provided within business days of her initial requestIf the records were required for immediate care we certainly would have provided them on this basis MMH is committed to providing patients and their providers wit access to their records necessary for patient careIn this case we believe we have met that standard and consider this case closed If you would like any further information, please feel free to call our Performance Improvement Director, Judy [redacted] RN at 315-842- Sincerely, Massena Memorial Hospital Robert G [redacted] , FACHE Chief Executive Officer

June 11, 2015To Whom it May Concern:Mark B[redacted], Senior Director, Professional &. Practical Management Services, has followed up on the complaint· (Revdex.com Complaint ID # [redacted]) that was received regarding our MMH WalkIn Clinic and the hours of operation: Mr. B[redacted] has performed an...

internal investigation regarding this complaint and has spoken to 2 of the 3 staff members who were on duty at thetime of event. Both staff members have stated that the patient arrived a 7:50 .pm requesting tobe seen. Due to the fact that the time necessary to register and triage the patient prior  toseeing the provider would bring the time to after the clinic would close, the patient was advised that he could either come back the following day or go to the Emergency Room.Mr. B[redacted] did speak directly to the complainant on June 10, 2015 at 1:35 pm to verify theincident in his own words. The complainant did verify that he had presented to the clinic around 7:45pm, give or  take. He was pleased  that we  had taken the time to reach out to himpersonally and inquire about the complaint. The complainant did state that he "was very upsetat the time of service", however he "understands the circumstances and will  continue toreceive care at Massena Memorial Hospital; including the Walk In Clinic".Massena Memorial Hospital runs a network of practices and clinics in excess of 10 clinic sites and we pride ourselves on our patients' satisfaction and quality of care.Although complaints are never pleasant, we stand by our hours of operation and will continue to serve the community asbest as we can.Respectfully,Jacqueline M[redacted],RN Director, Performance lmprovement

Thank you for forwarding the above complaint to us for review. Ms. [redacted] personally presented me on 11/15/2016 requested copies of her medical records. Unless the records are required for immediate continuing care, MMH's practice is to process the request in a  timely manner providing the...

copies of records to wither the patient or the patient's provider of choice. In Ms. [redacted]'s case the records were not required for immediate patient care. Unfortunately, the communication of this process was not clearly explained to Ms. [redacted]. On 11/21/2016, Ms. Mattie filed a formal complaint with the hospital. A letter confirming her complaint was sent to her on 11/22/2016. Consistent with MMH procedure, we conducted an investigation with the result  that the records were provided to Ms. [redacted] on 11/30/2016 . Between 11/15 and 11/30, we communicated directly with Ms. [redacted]. Additionally, we confirmed via a phone conversation on 12/7/2016 that Ms. [redacted] had received her records. Consistent with MMH procedure Ms. [redacted] will receive a follow up letter closing out this matter from our side. It is unfortunate that Ms. [redacted] believed that her records were not available as MMH complies with all Federal & State Regulations regarding the retention and release of Medical Records.In her case the records were provided within 15 business days of her initial request. If the records were required for immediate care we certainly would have provided them on this basis.  MMH is committed to providing patients and their providers wit access to their records necessary for patient care. In this case we believe we have met that standard and consider this case closed.  If you would like any further information, please feel free to call our Performance Improvement Director, Judy [redacted] RN at 315-842-3025.  Sincerely,  Massena Memorial Hospital  Robert G. [redacted], FACHE  Chief Executive Officer