Miramont Family Medicine

Complaint: [redacted] I am rejecting this response because: The response does nothing to resolve my complaintMs [redacted] called to try to help me try to understand why she made the mistake she made in my son's careShe admitted it was a mistake, and she admitted that she did not seek a secondary "set of eyes" by another physician at the clinic (even though there were numerous physicians and nurses at the clinic that day) to help her evaluate the xrayShe admitted she normally does get a 2nd opinion, and she was not sure why she did not that dayThe resolution to the complaint is not for me to be able to "discuss my feelings" regarding my son's care, the resolution would be for Miramont to take care of the thousands of dollars of medical bills incurred because of their mistakeWhen a business makes an error, the proper solution is for the business to make it rightA medical business should be no different, in fact, in my opinion a medical services company should go out of their way to do everything possible to make sure their customer service is impeccableI was eventually contacted by [redacted] , the clinic administrator, and asked to provide them copies of my medical bills, which I immediately did that same dayI was assured by Ms [redacted] that they would do something to help us outNow it is another months later, and I have not been contacted again by Ms [redacted] or anyone else, despite my leaving messages for her to contact meAgain, this negligent occurrence of care originally happened on February 11th, and it is now July 15thIn months, nothing has happened to help to resolve the issueIt is unacceptable that I should be the one again having to seek them out to get an update on a complaint that should be a priority in them clearing up Regards, [redacted]

On October 3rd I had an appointment with DrJ***I presented with hair loss and fatigueMy blood was taken before my appointment, which I questioned immediately because it didn’t make sense to me to take blood prior to even knowing what tests needed to be run or my medical history being reviewedThe phlebotomist assured me that this was done so that my test results could be reviewed at the end of my appointmentAfter having my blood drawn I was weighed, had my blood pressure taken, and oxygen levels recordedThe medical assistant took a history, which included me mentioning a history of a very low ferritin level and blood in my stoolsI also told the woman taking my history that I had a traumatic brain injury (TBI) in and no follquestions were askedDrJ [redacted] eventually came in and talked to me about everything that Miramont offered, which I found odd as she failed to address the real reasons why I was thereDuring this visit my heart and lungs were never auscultated or a basic physical exam performedDrJ [redacted] decided that based on my medical history, such as my low ferritin, that more blood tests needed to be performed than the amount of blood previously taken would allowSo, as I predicted from the beginning, the previous venipuncture was not properly thought out as I needed to have additional blood drawn to have the needed tests runAdditionally, my initial blood tests were not done by the end of my appointment, so the phlebotomist’s reasons for taking blood before the exam were not trueOn the evening of October 3rd I registered for the patient portal site and upon reviewing my medical history that was recorded I was frustrated to see that my TBI was entered as “without loss of consciousness”, which was assumed, as no one ever asked me further details on my accidentI immediately sent a message through the portal system asking for a correction hereIt was updated to loss of consciousness, but now reads “concussion with loss of consciousness of minutes”I am still frustrated that this was once again assumedAs someone in the medical field, I know how dangerous making assumptions can be, so this was very worrisome to meI am disappointed that a doctor could see such a serious medical event in a patient’s medical history and completely ignore itI am curious as to why so many assumptions were made about this and why DrJ***, upon seeing this in my history, did not ask a single question about itIt is also interesting to me that in my medical history it states that my cognitive status was reported as “neurological: cranial nerves, motor and sensory function, reflexes, gait and coordination are all intact;”I am not sure how this information, other than gait, were inferred- as no one tested my sensory perception or reflexesOn October 9th I called and left a message on DrJ***’s answering machine (which states that the patient will get a call back within hours) asking for a status update on my bloodworkI did not receive a call backOn October 10th I noticed that my blood work results were on the patient portal, but that my iron panel was missingI sent a message via the patient portal system asking why this was not completedI never received an answerOn October 12th I called once again to ask for clarification as to why my iron was not run and ended up leaving a message on DrJ***’s answering machine againI did not receive a call back with this call eitherOn October 16th I called and expressed my concern to the receptionist that I was not getting any of my calls or messages on the patient portal returnedShe promised me that I would get a call back by the end of the dayI also canceled my next appointment that was scheduled on the 21st due to lack of confidence in the competency of the staff and medical personnel at MiramontI never received a response to the message left with the receptionistOn October 23rd I sent a message via the patient portal system expressing my frustration and documenting each time I had tried to contact Miramont unsuccessfullyAt about 5:that evening Larissa from Miramont contacted me and I missed her callI called her back at about 5:and there was no answerI left a message apologizing for missing her call and asked her to call me backI never received a call back from herOn October 24th DrJ [redacted] called to apologize for the lack of communication with her officeShe said that she had been out of town for the last week and that was why I hadn’t gotten a call backThis did not make sense, as I had been trying to get into contact with the office for weeksWhen I asked why my iron wasn’t run she told me that iron wasn’t routinely run with physicalsThis puzzled me as I didn’t come in for a routine physical and that isn’t what I was charged for on my statementWhen I reminded her that I didn’t come in for a routine physical she told me that my iron wasn’t run because it was at the end of the history on the computer and it was “cut off” and the lab didn’t look at the entire formThis is not an excuse for an error being made, especially when I had a history of iron deficiencyWhen I brought this up with DrJ [redacted] she said that I could come in the following day to have my tests runI refused this, as I did not want to continue my doctor-patient relationship with a doctor that does not return calls and failed to do even a brief, basic medical evaluationDrJ [redacted] also told me that it was unlikely that I had any iron panel issues based on my CBCDrJ [redacted] was incorrect in this statement, as I had already sought out treatment from another doctor and it was found that my ferritin was once again very lowAt the end of our conversation I told her that I was not comfortable paying my bill when the services that I was seeking were not doneDrJ [redacted] informed me that she did not handle billing and that I would need to contact the billing department to discuss thatI asked whom I should talk to and she told me to ask for JulieOn October 26th I called Julie and left a message regarding paying for my visit and what needed to be doneI asked her to either call me or email me to discuss thingsI never heard back from herOn November 11th I received a bill from [redacted] , a third party lab that my blood was sent to, for $I paid this bill, as I did not feel that it was right to not pay a third party company that was not responsible for your mistakeI feel that it is Miramont Family Medicine's responsibility to reimburse me for the full amount paid to [redacted] On November 21st I received a bill from Miramont for $I feel now, more then ever, that I should not have to pay a bill for services that were sub-standard and did not address the issues that I presented withI am very disappointed and angry about my visit at Miramont Family MedicineI have concerns with the level of care that is being performed at this facility and feel that the lack of response at this office need to be addressedOn December 4th I sent an email and a certified letter (signed for by their office on December 8th) asking for someone to contact me about me billI received no repsonseOn December 17th I resent my emailStill no responseOn December 19th I finally talked with Julie in the billing department who told me that even though they messand did not run my iron that I was still responsible for my bill since some services were performedThis would be equivalent to someone asking you to pay for your haircut when they cut only half of your hair, or for an oil change when they only drained half of your old oilAs someone in the medical field I know how matters like this should be addressed and the patient should not be expected to pay for their visit when mistakes were madeJulie told me that she was not able to waive my bill and that only the CEO could do soI asked that she have the CEO contact me and she said that she wouldI will wait and see if he ever gets back to me, but I'm not holding my breathShe stated that my bill will not go to collections until this is resolved

[redacted] [redacted] Miramont Family Medicine has sent me the requested documentation My complaint, # [redacted] , has been satisfied[redacted]

Hello Revdex.com and [redacted] ,I have reviewed the chart for the date of service in question Based on our review of the medical record, you are correct and you were incorrectly charged for services that you did not receive The claim in question will be written off and pulled from collections.As for the phone calls that were not returned, I apologize on behalf of the billing department, which I lead It is not our practice to not return calls, all of our patients are important and we strive to return all calls everyday.Please do not hesitate to contact me directly if you should have any questions or comments I can be reached on my direct line at [redacted] .Thank you,Julie D [redacted] Director of Clinical Quality

In repsonse to the complaint from [redacted] : [redacted] , F-NP, contacted the patient directly on 05/15/and the following is a compilation of the items discussed: [redacted] thanked [redacted] for calling as she was the "first person to call her to discuss her son's case." ***'s goal for the discussion was to encourage [redacted] to talk and share her feelings about what happened: She was upset that she was approached in the ER by a social worker because her child was there with a pelvic fracture - Suggesting negligance, etc on her part? They waited in the ER for several hours before additional x-rays were even taken; the MD did NOT even examine the patient prior to the xrays and made the comment, "whoever told you your son had a pelvic fracture doesn't know how to read children x-rays." The ER was able to obtain a full set of pelvic xrays, Miramont was not able to do this due to the pain the patient to move into the posititon needed for "frog-leg" view Our Radiology Tech's are trained to NOT force this type of xray due to the possibility of femoral artery rupture This was explained to [redacted] [redacted] told her that she only had a limited view for her son's right femur with some right pelvis and there was reason to suspect (based also on clinical assessment) that he had some type of traumatic injury The ER MD's agreed that the patient needed to be admitted for observation and to rule out infection based on the child's history of a head cold weeks prior to this incident

On October 3rd I had an appointment with DrJ***I presented with hair loss and fatigueMy blood was taken before my appointment, which I questioned immediately because it didn’t make sense to me to take blood prior to even knowing what tests needed to be run or my medical history being reviewedThe phlebotomist assured me that this was done so that my test results could be reviewed at the end of my appointmentAfter having my blood drawn I was weighed, had my blood pressure taken, and oxygen levels recordedThe medical assistant took a history, which included me mentioning a history of a very low ferritin level and blood in my stoolsI also told the woman taking my history that I had a traumatic brain injury (TBI) in and no follquestions were askedDrJ*** eventually came in and talked to me about everything that Miramont offered, which I found odd as she failed to address the real reasons why I was thereDuring this visit my heart and lungs were never auscultated or a basic physical exam performedDrJ*** decided that based on my medical history, such as my low ferritin, that more blood tests needed to be performed than the amount of blood previously taken would allowSo, as I predicted from the beginning, the previous venipuncture was not properly thought out as I needed to have additional blood drawn to have the needed tests runAdditionally, my initial blood tests were not done by the end of my appointment, so the phlebotomist’s reasons for taking blood before the exam were not trueOn the evening of October 3rd I registered for the patient portal site and upon reviewing my medical history that was recorded I was frustrated to see that my TBI was entered as “without loss of consciousness”, which was assumed, as no one ever asked me further details on my accidentI immediately sent a message through the portal system asking for a correction hereIt was updated to loss of consciousness, but now reads “concussion with loss of consciousness of minutes”I am still frustrated that this was once again assumedAs someone in the medical field, I know how dangerous making assumptions can be, so this was very worrisome to meI am disappointed that a doctor could see such a serious medical event in a patient’s medical history and completely ignore itI am curious as to why so many assumptions were made about this and why DrJ***, upon seeing this in my history, did not ask a single question about itIt is also interesting to me that in my medical history it states that my cognitive status was reported as “neurological: cranial nerves, motor and sensory function, reflexes, gait and coordination are all intact;”I am not sure how this information, other than gait, were inferred- as no one tested my sensory perception or reflexesOn October 9th I called and left a message on DrJ***’s answering machine (which states that the patient will get a call back within hours) asking for a status update on my bloodworkI did not receive a call backOn October 10th I noticed that my blood work results were on the patient portal, but that my iron panel was missingI sent a message via the patient portal system asking why this was not completedI never received an answerOn October 12th I called once again to ask for clarification as to why my iron was not run and ended up leaving a message on DrJ***’s answering machine againI did not receive a call back with this call eitherOn October 16th I called and expressed my concern to the receptionist that I was not getting any of my calls or messages on the patient portal returnedShe promised me that I would get a call back by the end of the dayI also canceled my next appointment that was scheduled on the 21st due to lack of confidence in the competency of the staff and medical personnel at MiramontI never received a response to the message left with the receptionistOn October 23rd I sent a message via the patient portal system expressing my frustration and documenting each time I had tried to contact Miramont unsuccessfullyAt about 5:that evening Larissa from Miramont contacted me and I missed her callI called her back at about 5:and there was no answerI left a message apologizing for missing her call and asked her to call me backI never received a call back from herOn October 24th DrJ*** called to apologize for the lack of communication with her officeShe said that she had been out of town for the last week and that was why I hadn’t gotten a call backThis did not make sense, as I had been trying to get into contact with the office for weeksWhen I asked why my iron wasn’t run she told me that iron wasn’t routinely run with physicalsThis puzzled me as I didn’t come in for a routine physical and that isn’t what I was charged for on my statementWhen I reminded her that I didn’t come in for a routine physical she told me that my iron wasn’t run because it was at the end of the history on the computer and it was “cut off” and the lab didn’t look at the entire formThis is not an excuse for an error being made, especially when I had a history of iron deficiencyWhen I brought this up with DrJ*** she said that I could come in the following day to have my tests runI refused this, as I did not want to continue my doctor-patient relationship with a doctor that does not return calls and failed to do even a brief, basic medical evaluationDrJ*** also told me that it was unlikely that I had any iron panel issues based on my CBCDrJ*** was incorrect in this statement, as I had already sought out treatment from another doctor and it was found that my ferritin was once again very lowAt the end of our conversation I told her that I was not comfortable paying my bill when the services that I was seeking were not doneDrJ*** informed me that she did not handle billing and that I would need to contact the billing department to discuss thatI asked whom I should talk to and she told me to ask for JulieOn October 26th I called Julie and left a message regarding paying for my visit and what needed to be doneI asked her to either call me or email me to discuss thingsI never heard back from herOn November 11th I received a bill from ***, a third party lab that my blood was sent to, for $I paid this bill, as I did not feel that it was right to not pay a third party company that was not responsible for your mistakeI feel that it is Miramont Family Medicine's responsibility to reimburse me for the full amount paid to ***On November 21st I received a bill from Miramont for $I feel now, more then ever, that I should not have to pay a bill for services that were sub-standard and did not address the issues that I presented withI am very disappointed and angry about my visit at Miramont Family MedicineI have concerns with the level of care that is being performed at this facility and feel that the lack of response at this office need to be addressedOn December 4th I sent an email and a certified letter (signed for by their office on December 8th) asking for someone to contact me about me billI received no repsonseOn December 17th I resent my emailStill no responseOn December 19th I finally talked with Julie in the billing department who told me that even though they messand did not run my iron that I was still responsible for my bill since some services were performedThis would be equivalent to someone asking you to pay for your haircut when they cut only half of your hair, or for an oil change when they only drained half of your old oilAs someone in the medical field I know how matters like this should be addressed and the patient should not be expected to pay for their visit when mistakes were madeJulie told me that she was not able to waive my bill and that only the CEO could do soI asked that she have the CEO contact me and she said that she wouldI will wait and see if he ever gets back to me, but I'm not holding my breathShe stated that my bill will not go to collections until this is resolved

There are five Miramonts under Dr B***, in Northern, ColoradoYou will find that everyone;s compassionate and caring,, and all work together for the best of the patientIve never had a problem with the billing dept as others suggest below? They take their time with you, even if your appt is taking up more than the typical minute appt time and don't charge you anymore than the typical doctor's visit I also find that they have all areas of medicine, from physical therapy, to dietician, to in house radiology and even pharma and lab all under one roofSuper easy...no need to run around town to all these separate medical placesI appreciate the fact that if I have an issue, I simply ask to speak to Dr B***, who is the top administrator, he does every thing to hear you, takes the info in and then makes the changes in order to make the facility to take advantageSo, if you have an issue, call and they will usually accommodateVisit the newest location on Drake in Fort Collins, as its beautiful and all very well staffed, again with all friendly people and the widest array of medical needs

There are five Miramonts under Dr B***, in Northern, ColoradoYou will find that everyone;s compassionate and caring,, and all work together for the best of the patientIve never had a problem with the billing dept as others suggest below? They take their time with you, even if your appt is taking up more than the typical minute appt time and don't charge you anymore than the typical doctor's visit I also find that they have all areas of medicine, from physical therapy, to dietician, to in house radiology and even pharma and lab all under one roofSuper easy...no need to run around town to all these separate medical placesI appreciate the fact that if I have an issue, I simply ask to speak to Dr B***, who is the top administrator, he does every thing to hear you, takes the info in and then makes the changes in order to make the facility to take advantageSo, if you have an issue, call and they will usually accommodateVisit the newest location on Drake in Fort Collins, as its beautiful and all very well staffed, again with all friendly people and the widest array of medical needs

Complaint: ***
I am rejecting this response because:
They must get the doctors That received Ds in med school My wife has had a hernia since our last daughter was born, but they overlooked it multiple timesEr drShowed us on a visit All the times my wife went in for her abdominal pain it was there same spot...seems to me they lack in sufficient careThey are there only for the money They didn't waste hrs like they may sayAnd on a SundayThere were calls made on every missed appointment less The last one was a family emergency almost had a death in the family, and couldn't be helpedThat was the one they are saying was hrsJust a simple allergie test All this business cares about is the dollarThey are the mini mart of health care...sad real health care comes only if you have that dollar.
Regards,
*** ***

Hi ***,
We spoke directly with this patient and sent him the requested medical recordsThank you,
***

After several attempts to further needed care, these practitioners do not return phone callsWhen you finally do get someone to answer, it is not a qualified medical professional, it's the front desk staff or clinic director with no medical cloutThe PA I was seeing (well, two of them) no longer work there, and to further my care they want me to come in and repeat the appointment because they don't agree with what the previous PA wrote (which was incomplete and not what she told me at my appointment)However, the nurse practitioner and the doctor who work there both decided on a form of treatment based on said "poor notes" without seeing me (I refuse to pay them again for something I've already been seen for)When I called to question their motives and reasoning, the nurse I was told would call me before her office visits started refused to speak to me (leaving me on hold for minutes), claiming caring for me would take them away from office visits, even though I was told they would call me back two weeks ago and then again this morningInstead they put the clinic manager on the phone who had to go ask my questions and get answers and then give them to me 2nd hand.So now, I am needing further care, and cannot get it scheduled because I can't talk to them about thatI have to start this process over, and believe me, it won't be with them

I have been going to Miramont-Snow Mesa for over yrsand to say they have gone down the tubes would be an understatementAll the good docs left,now they just have totally incompetent staff and docs like Janice W***, D.O., whose sub standard care, force me to go back the next day and have a competent doc diagnosis my shoulder injuryIt just kept getting worse from thereThere billing depthas screwed up the billing times with my insuranceThen to add insult to injure they refilled a mail order prescription that was years old and I had to pay $for it and it took a month to get it straighten outTheir customer service is beyond awful, rude on the phone, their pharmacy is totally incompetent since they got rid of Chase, and their patient care is horrible

I went with my daughter to the doctor and I was planning on paying for the visit because she had no insurance Because she had no insurance we had to pay upfront Latter that day the I received a call that we had to pay additional $for a test that was given I asked why they did not say something at the time of the visit and the caller stated she was not aware of the test which is not accurate because my daughter was still checking when my daughter was notified she had to take this test So when they called to collect the $I asked them to bill the $ I was told that I had to paid right then and they could not be bill because my daughter did not have insurance I paid the $only to have $bill received later I could not understand why I would receive a bill when I was distinctly told they do not bill for uninsured patients I protested this $but finally sent payment information in April April I was charged $and not the $ I t

I requested an *** test from Miramont Family Medicine on 9/30/I showed up on time and was seen, only to be notified that they do not provide *** tests to males (there is currently no test for males)While I was dissatisfied that they didn't notify me previous to my arrival, I decided not to make it an issue, and was verbally assured that there would be no chargeHowever, I received a bill for $in mid November, AND the statement claimed that I had symptoms of nausea and vomiting (which was untrue)I called them and notified them of their mistake, at which time I was told that since I had made the visit, a charge was incurredWhen I reminded them that they had not provided the requested service, I was told that there was nothing the billing technician could doI then asked to speak to management or a supervisor, and was told that none were availableI attempted to call and speak to a manager/supervisor on 12/3/15, 12/28/15, 1/4/16, and 2/15/16, but have been unsuccessfu

Hello Revdex.com and *** ***,
I have reviewed the chart for the date of service in question. Based on our review of the medical record, you are correct and you were incorrectly charged for services that you did not receive. The
claim in question will be written off and pulled from collectionsAs for the phone calls that were not returned, I apologize on behalf of the billing department, which I lead. It is not our practice to not return calls, all of our patients are important and we strive to return all calls everydayPlease do not hesitate to contact me directly if you should have any questions or comments. I can be reached on my direct line at ***Thank you,
Julie D***
Director of Clinical Quality

Awful experiencePhysicians and nurses routinely ignore basic medical questions, write prescriptions with no regard for pharmaceutical interactions, don't follow through with clinical diagnostics, and appointments run quite late on a regular basisTrying to get a timely appointment is a nightmareReceptionists are apathetic and don't relay messages correctly to doctorsWould not recommend this medical practice to anyone

Hello Revdex.com and [redacted],I have reviewed the chart for the date of service in question.  Based on our review of the medical record, you are correct and you were incorrectly charged for services that you did not receive.  The claim in question will be written...

off and pulled from collections.As for the phone calls that were not returned, I apologize on behalf of the billing department, which I lead.  It is not our practice to not return calls, all of our patients are important and we strive to return all calls  everyday.Please do not hesitate to contact me directly if you should have any questions or comments.  I can be reached on my direct line at [redacted].Thank you,Julie D[redacted]Director of Clinical Quality

I go to both the Glendale and Parker office. The doctor at the Glendale office is good with patients. Although I've seen them be a little unfriendly and harsh to the other staff members, front desk receptionist, she is great, friendly, welcoming, thorough, always smiles, acknowledges as soon as you walk in the door and always reassures you that she'll be right with you if there are 2-4 patients waiting to check in as well at the same time taking calls. She's a great multi tasker and great hard worker. She's definitely one to keep as she's definitely an asset to the company. The pharmacy guy is a bit smelly at the couple of times I've sat at his desk area as well as his desk area behind him is a pigsty
At Parker, there is a blonde foreign receptionist that is ok. I've noticed that her demeanor is different with each patient, not as friendly,doesn't smile much, has spoken to patients in a sweet way but what she said wasn't meant to be said in a nice way. She seems to use her accent and tone as an advantage yet isn't ideal as far as good customer service based especially recognizing people walking in and waiting. The office is old, gloomy, dirty, dirty bathroom, the MA's...one is very nice and the other one is abrasive, fake and loud. Dr Patton is a good doctor but really needs to get a talking to on her physical appearance as a physician. She looks like she literally just rolled out of bed.

Dear Ms. [redacted],After reviewing the complaint and the chart history of the patient and is family, I have found the following:  4 no show visits and 2 cancelled appointments over a 6 month period.  It is Miramont Family Medicine policy to charge a "No Show" visit fee after 3 missed...

appointments.  The patients at their first visit with us and once again on yearly basis, are asked to review and sign that they understand our financial and 'No Show" policy.  Mr and Mrs [redacted] signed this agreement on behalf of [redacted], September 11, 2012 and again on 12/09/2013.I am sorry that Mr. [redacted] feels that he was treated unfairly, but we have this policy for a reason.  We have an overwhelming demand for care in Northern Colorado and having blocked an entire afternoon for the family to be seen and not having any phone call to let us know that they were not coming to clinic, left an afternoon were would could have fit other patients in need of treatment.  Instead we had a provider not working for 3 hours.Miramont Family Medicine is serious about the care of our patients and their health and we expect them to be serious as well.Please do not hesitate to contact me if you should have any further questions.Thank you,[redacted]Director of Clinical Quality

Horrendous. DO NOT GO HERE. Their scheduling system means absolutely nothing. Having a confirmed appointment through phone call, text message and email means absolutely nothing. I was told I "could be squeezed in or come back tomorrow" even with the above documentation. After showing the email to the secretary, she responds with "I don't know the order in which people booked their appointments". What? They have now lost a patient and I can only hope that this review prevents new patients from considering.