Pentucket Medical Assoc

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I feel as though what was stated in this letter was not completely true If If the NP had spoken to me and explained my treatment I would not have sought a second opinion from my specialistThe original NP walked in and spoke to me, and the medical staff that walked in with my paperwork was not the same person and didn’t explain anything to me[redacted] Regards, [redacted]

Thank you for bringing this to our attentionOut of the respect of this individual's privacy, we will reach out to this patient directly in an effort to resolve this matter

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . I feel as though what was stated in this letter was not completely true.  If If the NP had spoken to me and explained my treatment I would not have sought a second opinion from my specialist. The original NP walked in and spoke to me, and the medical staff that walked in with my paperwork was not the same person and didn’t explain anything to me.[redacted] 
Regards,
[redacted]

To Whom It May Concern; Thank you for giving us the opportunity to respond to this patient’s letter of complaint.   Administration and the attending Nurse Practitioner have reviewed this letter in it’s entirety,  and address all issues of concern.  This patient refers...

to an evening visit at our Urgent/Express Care facility.   We understand this patient’s level of  frustration and apologize for the extended wait time in the exam room.  We appreciate our patients and know how valuable their time is.  Our intent is to provide the best possible patient care on an urgent basis and with reasonable wait times.  We cannot always anticipate the volume of patients being seen and we cannot always anticipate the level of care and time required for each visit.   We do however,  provide our patients with the estimated wait time in minutes on our website.  If the wait time appears somewhat prolonged, the patient can click the “reserve my spot” and wait in the comforts of their home, if they choose to do so.    Although there are many benefits to documenting in an electronic medical record, there are also many challenges.  Accurate documentation into an electronic medical record is vital in providing quality care and with achieving the best possible outcomes.   While it is relatively time consuming for data input it is important to note that this attending Nurse Practitioner is  new to the Pentucket Medical Urgent Care electronic medical record.  In time she will become faster navigating the electronic medical record and gain more experience  with completing workers compensation forms.     According to the visit note and the workers compensation paperwork,  the previous injury is mentioned only to state why the patient had  a knee brace at home, and that she had been utilizing it.  The NP does not recollect discussion of a birth defect, and apologizes that the patient felt ignored.  “I am concerned about this patient, and truly want her and all patients I care for to feel they were provided with high quality care”.   After the completion of the workers compensation forms, the NP does recall explaining the treatment plan to the patient and providing time to answer any questions.  The NP states she was unaware of  further questions, and states she would have promptly addressed them and made sure the patient felt comfortable with the plan. Our sincere apologies for the patient being “ shown the door, and feeling as though she was rushed” .  According to the visit note, the end of the visit appeared to be 7:28.  Despite the advertised close time of 7:00 p.m. this should not represent end time when patients are still being seen!  Staff is expected to provide the necessary time and care for all patients regardless of the time.   We have discussed this concern with our staff and reminded them of importance of ensuring all patient concerns are addressed prior to their departure. Sincerely, [redacted]   [redacted], RNManager of Clinical Support SystemsPENTUCKET MEDICALPARTNERS COMMUNITY PHYSICIANS ORGANIZATION, INC. (PCPO)[redacted]