Ohio State University Family Medicine New Albany

To Whom It May Concern: Our response is to make this right for our patientI am the primary care physician for this patient and our records indicate that multiple issues were discussed and addressed on the July 16th visit, however the erectile dysfunction issue identified in the complaint was first recorded as mentioned on November 19thOn November 19th from the exam room during the visit a referral was placed electronically to the Erectile dysfunction clinic to address his problemThe course of work flow is that once we refer to an outside specialty office, that office then contacts the patient directly to schedule an appointmentWe do routinely ask that if the patients haven't heard in a reasonable period of tim to call us back so we may intervene on their behalfI was unaware of the calls on Jan 2nd, calls such as this should have been recorded and routed to the physician in the course of work flow if the problem cannot be immediately resolvedThe first it came to my attention that there was a problem was the Revdex.com letter received by me on 1/20/My staff did as they normally do with a patient who call with the complaint that a referral specialist hasn't called them back; they made sure the problem was fixedBy the time I received the Revdex.com letter an appointment was already scheduled for a Urologist on 3/11/2015.I called and spoke with the patientI apologized for any delay and the run around he must have received and indicated we wanted to get the job done for himHe was unhappy that the urologist appointment was weeks away so another prescription trial was sent to the pharmacy in the interim while I personally will contact the erectile dysfunction clinic to see whether they can possibly work him in more urgentlyAlternatively private urologic offices will be contacted to this same end if necessaryI sincerely apologize that the patient was inconvenienced and that there was such a delay on hearing back from the specialistWe continue to work to improve the efficiency and coordination of our health care system

To Whom It May Concern:
Our response is to make this right for our patient.
I am the primary care physician for this patient and our records indicate that multiple issues were discussed and addressed on the July 16th visit, however the erectile dysfunction issue identified in the...

complaint was first recorded as mentioned on November 19th. On November 19th from the exam room during the visit a referral was placed electronically to the Erectile dysfunction clinic to address his problem. The normal course of work flow is that once we refer to an outside specialty office, that office then contacts the patient directly to schedule an appointment. We do routinely ask that if the patients haven't heard in a reasonable period of tim to call us back so we may intervene on their behalf. I was unaware of the calls on Jan 2nd, calls such as this should have been recorded and routed to the physician in the normal course of work flow if the problem cannot be immediately resolved. The first it came to my attention that there was a problem was the Revdex.com letter received by me on 1/20/2015. My staff did as they normally do with a patient who call with the complaint that a referral specialist hasn't called them back; they made sure the problem was fixed. By the time I received the Revdex.com letter an appointment was already scheduled for a Urologist on 3/11/2015.I called and spoke with the patient. I apologized for any delay and the run around he must have received and indicated we wanted to get the job done for him. He was unhappy that the urologist appointment was 6 weeks away so another prescription trial was sent to the pharmacy in the interim while I personally will contact the erectile dysfunction clinic to see whether they can possibly work him in more urgently. Alternatively private urologic offices will be contacted to this same end if necessary.
I sincerely apologize that the patient was inconvenienced and that there was such a delay on hearing back from the specialist. We continue to work to improve the efficiency and coordination of our health care system.