Northern California Surgery Center

ON 7-27-15, I, [redacted], called patient Jacob smith's phone number on file to confirm this appointment for the following day 7-28-15 when the patient no showed to his appointment,. When speaking to the patient he confirmed a new appointment date & time with no questions asked. At a later...

time that date his wife called & was very upset, stating that they were unaware of appointment. I advised the patient I had spoke to her spouse & scheduled a new appointment at his convenience. She proceeded to state he was in sever pain & I advised patient to seek emergency room care, since Dr [redacted], was not in office that day. She stated that she was very unhappy with Northern California Surgery Center care, which I told her we would call them in 2 weeks with results. I apologized for the miscommunication & told her that that was incorrect & we did not give results over the phone. She then continued to yell at me saying that the surgery center had told her otherwise I again apologized & stated I had given her husband an appointment that was convenient with him & she said that she would not have it & would call every half hour an appointment that was convenient with him & she said she would not have it & would call every half hour to hour until we gave them results over the phone. I told her I would advise Dr [redacted] his appointment, I advised patient I would waive the no show fee for him as he was unaware of the appointment, he then decided to keep the appointment. Later that evening his wife called once again & spoke to Imee, where she apologized for her behavior & stated she was emotional at the time. The patient is on a waiting list for his August 12th appointment per his request. Since todays date we have called twice with openings that he was unable to take. I have also advised patient his PCP has the results as well if they can accommodate him before our office. If you have any further questions please feel free to call me @ ###-###-####.Sincerely,[redacted]

Review: I had a procedure done on 7/13/15 by Dr. [redacted] at Northern California Surgery Center. When this procedure was done my wife was advised that we would be notified in about 2 weeks once the results were back and at that time an appointment would be made. We were NEVER called to schedule this appointment. No contact was made by [redacted] office until a "reminder call" was placed the day before, 7/27/15, when a message was left confirming the appointment for the following day, 7/28/15. I never received this call, but they did state they called. When I asked how/when the appointment was originated they stated it was done by the surgery center and that it was not their responsibility to contact me to let me know. So I asked the Office manager, [redacted], how it was I would know I had this appointment if we were never told. She repeated they called yesterday to remind us of it. I again advised I work and can not get a day off without notice and since they never notified me of it in the first place that didn't do me any good. She advised me as a courtesy they would waive the missed appointment fee. I asked what we can do now to get a sooner appointment and she said there was nothing we could do. I explained to her that I am experiences severe symptoms and that this process has already taken months and again it was not my fault I didn't come to appointment. She proceeded to tell me that she did not care how I felt.Desired Settlement: I want to be seen in a timely fashion, not having to wait another 2 weeks.

Business

Response:

ON 7-27-15, I, [redacted], called patient Jacob smith's phone number on file to confirm this appointment for the following day 7-28-15 when the patient no showed to his appointment,. When speaking to the patient he confirmed a new appointment date & time with no questions asked. At a later time that date his wife called & was very upset, stating that they were unaware of appointment. I advised the patient I had spoke to her spouse & scheduled a new appointment at his convenience. She proceeded to state he was in sever pain & I advised patient to seek emergency room care, since Dr [redacted], was not in office that day. She stated that she was very unhappy with Northern California Surgery Center care, which I told her we would call them in 2 weeks with results. I apologized for the miscommunication & told her that that was incorrect & we did not give results over the phone. She then continued to yell at me saying that the surgery center had told her otherwise I again apologized & stated I had given her husband an appointment that was convenient with him & she said that she would not have it & would call every half hour an appointment that was convenient with him & she said she would not have it & would call every half hour to hour until we gave them results over the phone. I told her I would advise Dr [redacted] his appointment, I advised patient I would waive the no show fee for him as he was unaware of the appointment, he then decided to keep the appointment. Later that evening his wife called once again & spoke to Imee, where she apologized for her behavior & stated she was emotional at the time. The patient is on a waiting list for his August 12th appointment per his request. Since todays date we have called twice with openings that he was unable to take. I have also advised patient his PCP has the results as well if they can accommodate him before our office. If you have any further questions please feel free to call me @ ###-###-####.Sincerely,[redacted]