Mt Bakers Spine Ctr

Complaint: [redacted] I am rejecting this response because: As far as documenting my vitals correcting, I disagree! My Pulse was & they had it as After this appt I went to have my pulse taken & it was between 61-The doctor came in & instead of putting the electronic device on my wrist he just took he hand & counted my pulse saying that she had it rightAs far as the medications the nurse said to me: So here are the medications we have you on & continued to list the ones I was not onOnce the doctor came in you could tell he was going to be confrontational by the look on his faceHe immediately wanted to advise me that they have to go through the medications I was once on & the ones I am currently onThat is not the way it was worded nor was I able to see the computer so I think they are just trying to cover up their mistakesAs for making an appointment to have Back Injections at the Bellingham Facility I specifically asked the staff at the Mt Vernon office when I made the apptif Dr R [redacted] was going to perform the procedure & they reassured me he wasNo one gave me an address or told me what to do or expect that day so when I called up to the Bellingham Facility to ask them questions as the time got closer the name a different provider than Dr R [redacted] So I canceledI'm not going to have a provider I've never met Injecting my back with needlesThat Facility continues to call me for a procedure that I've never scheduledSome Electronic Stimulator that is inserted under the skinSo now I have their staff calling me for something I never was Prescribed or AuthorizedI am not going from doctor to doctorThe Mt Baker Pain Clinic couldn't even get my records straight so I had to do that tooI had already been seen at Swedish & trusted them for my care so decided to go back to them & not continue going to a Facility so incompetentHe neglected to talk about my Hour & a Half office wait for my apptI sat in the lobby for an Hour & Half waiting to be seenOnce I got in the Doctor said that is & typically it is a lot longer than that!Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I do not agree with the process or quality of care this clinic providesSometimes they request Co-Pay's & other time they don'tWaiting an hour & a half for my appointment is not Professional, the nurse specifically & verbally listed medications that I was not taking when she said this is "What we have you currently taking" so that was wrong & I had to make sure they had the current medication in their records correctlyHe can continue to make excuses for what they did wrong but the fact is the nurse was verbally advising me what they currently had me taking as far as medications & NOT what they didn't have me takingIt makes NO Sense to list the medications that you are not takingEvery doctor I've been to only lists or verbalizes the one you are currently takingDr R [redacted] did not use the electronic monitor to check my pulse the second time, he used his hand so I could not view the readings & just had to take his word for itThe staff does not try to accommodate your schedule or listen to your request or my procedure would've been scheduled with Dr R [redacted] & not his partner as I requested, but they didn't so much as care to tell me at the time of making the appointment that it was going to be with someone other than Dr R [redacted] even though I askedI am not going to several providersI chose to go back to Swedish with a provider that I trusted & had done my Spinal Injections before because I knew what to expectI was simply trying to find a provider that was closer to me than going to Seattle & was referred to Dr R [redacted] I was not going to continue to go with Dr R [redacted] & his clinic after all the errors they had made.Sincerely, [redacted]

To whom it may concern, I am writingthis letter in response to the complaint that we received from the Revdex.comIn regards to the complainant's complaints about the staff giving her the wrong vitals: the vitals were actually documented correctly in the Electronic Medical Record (EMR) and the patient stated that she was quoted the wrong numberI re-took the vitals to ensure that the vitals were correctly documented in the EMR and they were correctIn response to the complaint regarding the staff reviewing past prescriptions:an EMR will always keep record of past prescriptions so that for future visits the provider is aware of what was tried in the past and what wasn'tI showed the complainant,in the EMR,that these were listed as discontinued prescriptionsThe complainant did come in for a procedure and one of my colleagues was the performing physician that dayThis is not unusual for the clinic, Ihave specific procedure days and my colleagues have other procedures daysWe strive to get the patients in for their procedure as soon as possible and accommodate their schedule requestsIf the patient requests a specific provider we always accommodate that as well We are a pain clinic and when a patient goes to another pain clinic {Swedish Hospital) for care, then there is a chance that the patient will be getting care that is conflicting with the plan of care that Ihave set up with themGoing to multiple providers for the same problem opens opportunity for confusion and errors to the plan of care which could ultimately cause harm to the patient, therefore for continuity of care purposes we require our patients to see one provider for their pain and not multiplel understand that patients have a right to a second opinion and Iam in support of that, however they must choose one pain clinic or the other and not bothI tried my best to explain this to the complainant at their office visitIn my last office visit with the complainant Idocumented all these concerns and how Iresponded and they still appeared upsetIam happy to provide a copy of this chart note to the complainant should they request I it from me Sincerely, Brent R [redacted] ,MD, Medical Director Anesthesiologist and Pain Management Specialist '

May 27,Revdex.com P.O Box DuPont,WA Dear *** *** We are writing in response to a letter that received regarding a complaint about our business, the Mt Baker Pain ClinicThe assigned ID to the complaint is ***Starting in March of a statement was
sent out to the customer on a monthly basisThe statement did indeed go to *** ***For months this statement was never returned to us as an inaccurate address or undeliverable, we had no indication that the customer was not receiving their statementsOn May 13, this customer was sent to collections for his amount owedOn May 18, 2015,the customer called the office and left a very aggressive message threatening to defame our name on social media and file complaintsAfter we received your letter of complaint we looked into his address and determined that there was indeed an inaccuracyThe clinic called the post office which confirmed that there was no mail in their possession from this specific address that should have been re-routed back to our officeAs a clinic with over 20,patients, is it not our policy to call and remind patients that they have an overdue bill that needs to be paidThe patient knew by his complaint that his insurance paid 90% of his bill, so he should have been aware that money was owed to usIf the customer had simply called the office and let us know that there was a mistake on his address, we would have not had a problem pulling his account out of collections with absolutely no repercussions on the customerHowever, the customer called and left a threatening messageWe have set our appeal period with our collection agency at days in order to capture these errors and correct them before the customer's credit is affectedWe feel that we do not rush our customers into collections, but give them ample time to pay their bills, even though this is not required by Washington State lawSincerely, Mt Baker Pain Clinic Management ream

Complaint: ***I am rejecting this response because:
I am very aware of my financial obligations and make sure my billing information is CLEARLY printed on any document required. For months they claim they sent out statements and never received payment, I guess nothing raises a billing red flag of a problem during this time even when ones insurance has paid their part, so some payments were made I live at *** not a *** address so for calling the post office to look for missing statements holds zero value, but show the lack of any concern for the customer that they are servingYes, they provide a service but as a customer, my insurance as well as I helps keep them in businessI agree I was rough when I left them a message and for that I apologize, but I’m sure that the “MtBaker Pain Clinic Management Team” has never had a threatening call from a collections agency demanding monies you thought were paid, so I did off load a bit of frustration on the phone, again for that I apologize
Every time I came in for a treatment starting in March of they required me to check my data i.emy address and phone number so again for them to say they sent out billings for months and NEVER receiving a payment should have been a flag there may be a problem? The statement that “it’s not in our policy to call customers” shows a complete lack of desire to provide anything more than run you through office and bill you insuranceAdditionally, they make it appear that they do their own billing when indeed they outsource this increasing the chance for additional errors. I worked for a company that served over 100,customers and if I treated a customer like this I would have been out the doorI also work in the EMS field right now and again of I treated a patient the way I have been treated by this billing debacle I would at the very least be disciplined and a letter of apology as well as a statement of policy change would be sent out by my boss to the customer
I guess it comes right down to this I will never use them again, nor will I recommend them to anyone, it’s very apparent to me that people needing there service are just 20,head of cattle pushed through doors, nothing moreThey have billing department that has plenty of time to send someone to collections but to request an address verification and make a phone call to a customer advising them of an account problem is too much to askThis is truly a business that has forgotten the real meaning of customer service
Sincerely,*** ***

Complaint: [redacted]I am rejecting this response because:
As far as documenting my vitals correcting, I disagree! My Pulse was 57 & they had it as 87. After this appt I went to have my pulse taken & it was between 61-64. The doctor came in & instead of putting the electronic device on my wrist he just took he hand & counted my pulse saying that she had it right. As far as the medications the nurse said to me: So here are the medications we have you on & continued to list the ones I was not on. Once the doctor came in you could tell he was going to be confrontational by the look on his face. He immediately wanted to advise me that they have to go through the medications I was once on & the ones I am currently on. That is not the way it was worded nor was I able to see the computer so I think they are just trying to cover up their mistakes. As for making an appointment to have Back Injections at the Bellingham Facility I specifically asked the staff at the Mt Vernon office when I made the appt. if Dr R[redacted] was going to perform the procedure & they reassured me he was. No one gave me an address or told me what to do or expect that day so when I called up to the Bellingham Facility to ask them questions as the time got closer the name a different provider than Dr R[redacted]. So I canceled. I'm not going to have a provider I've never met Injecting my back with needles. That Facility continues to call me for a procedure that I've never scheduled. Some Electronic Stimulator that is inserted under the skin. So now I have their staff calling me for something I never was Prescribed or Authorized. I am not going from doctor to doctor. The Mt Baker Pain Clinic couldn't even get my records straight so I had to do that too. I had already been seen at Swedish & trusted them for my care so decided to go back to them & not continue going to a Facility so incompetent. He neglected to talk about my Hour & a Half office wait for my appt. I sat in the lobby for an Hour & Half waiting to be seen. Once I got in the Doctor said that is normal & typically it is a lot longer than that!Sincerely,[redacted]

To whom it may concern,
 
I am writingthis letter in response to the complaint that we received from the Revdex.com. In regards to the complainant's complaints about the staff giving her the wrong vitals: the vitals were actually documented correctly in the Electronic Medical...

Record (EMR) and the patient stated that she was quoted the wrong number. I re-took the vitals to ensure that the vitals were correctly documented in the EMR and they were correct. In response to the complaint regarding the staff reviewing past prescriptions:an EMR will always keep record of past prescriptions so that for future visits the provider is aware of what was tried in the past and what wasn't. I showed the complainant,in the EMR,that these were listed as discontinued prescriptions. The complainant did come in for a procedure and one of my colleagues was the performing physician that day. This is not unusual for the clinic, Ihave specific procedure days and my colleagues have other procedures days. We strive to get the patients in for their procedure as soon as possible and accommodate their schedule requests. If the patient requests a specific provider we always accommodate that as well.
 
We are a pain clinic  and when a patient goes to another pain clinic {Swedish Hospital) for care, then there is a chance that the patient will be getting care that is conflicting with the plan of care that Ihave set up with them. Going to multiple providers for the same problem opens opportunity for confusion and errors to the plan of care which could ultimately cause harm to the patient, therefore for continuity of care purposes we require our patients to see one provider for their pain and not multiple. l understand that patients have a right to a second opinion and Iam in support of that, however they must choose one pain clinic or the other and not both. I  tried my best to explain this to the complainant at their office visit. In my last office visit with the complainant Idocumented all these concerns and how Iresponded and they still appeared upset. Iam happy to provide a copy of this chart note to the complainant  should they request I it   from me.
 
Sincerely,
               Brent R[redacted],MD, Medical Director
Anesthesiologist and Pain Management Specialist '

Complaint: [redacted]I am rejecting this response because: I do not agree with the process or quality of care this clinic provides. Sometimes they request Co-Pay's & other time they don't. Waiting an hour & a half for my appointment is not Professional, the nurse specifically & verbally listed medications that I was not taking when she said this is "What we have you currently taking" so that was wrong & I had to make sure they had the current medication in their records correctly. He can continue to make excuses for what they did wrong but the fact is the nurse was verbally advising me what they currently had me taking as far as medications & NOT what they didn't have me taking. It makes NO Sense to list the medications that you are not taking. Every doctor I've been to only lists or verbalizes the one you are currently taking. Dr R[redacted] did not use the electronic monitor to check my pulse the second time, he used his hand so I could not view the readings & just had to take his word for it. The staff does not try to accommodate your schedule or listen to your request or my procedure would've been scheduled with Dr R[redacted] & not his partner as I requested, but they didn't so much as care to tell me at the time of making the appointment that it was going to be with someone other than Dr R[redacted] even though I asked. I am not going to several providers. I chose to go back to Swedish with a provider that I trusted & had done my Spinal Injections before because I knew what to expect. I was simply trying to find a provider that was closer to me than going to Seattle & was referred to Dr R[redacted]. I was not going to continue to go with Dr R[redacted] & his clinic after all the errors they had made.Sincerely,[redacted]