Poudre Valley Internists

After thorough review of our investigation and follow-up, we stand by our response to the patient’s complaint We are sorry that the patient did not find our response acceptable, but we appreciate the opportunity to review the care and evaluation we have provided and to respond to the rejection of our previous response Please let me know if you need any further information

August 28, [redacted] , Dispute Resolution and Ad Review CounselorPhone: [redacted] Subject:Revdex.com Complaint Dear Mr [redacted] ,Thank you for the opportunity to respond to this patient’s complaints We received a complaint letter from this patient, date November 7, I also spoke with her on November 11, regarding her care complaints I investigated her complaints with the help of her medical records, her treating physicians DrChristina [redacted] and DrRobert J***, our CMO DrMichael R***, the Manager of Clinic Operations, and the Director over UC Health Internists at Snow Mesa, where DrJ [redacted] and Dr [redacted] practice I also became aware of some complaints that the patient had concerning Poudre Valley Hospital As a part of the UC Health North Risk Management team, I investigated these complaints as well Following these investigations, I responded to all of her complaints in a letter dated December 8, In her complaint, the patient explained that she believes shingles should have been diagnosed in the Poudre Valley Hospital Emergency Department (“PVH ED”) on September 9, 2014, when she saw Dr [redacted] on September 10, 2014, and when she saw DrJ [redacted] on September 29, She stated that at all three of these encounters she had a rash and no one did anything about it The patient was also seen by DrH [redacted] on October 8, and there was no mention of the rash or shinglesShe explained that when she saw DrJ [redacted] on October 15, he said, “You have shingles,” ignored her response, handed her a script, had her show Dr [redacted] her rash, said something to the receptionist and was gone She stated that she did not have time to ask questions and that she was not told anything about her diagnosis, what to do, what to expect, and how to follow up DrJ***’s diagnosis was not abrupt and her visit was not prematurely shortThe patient told DrJ [redacted] that she had just developed a rash a couple of days prior He asked to see it and after inspecting the rash he said, “You have shingles.” There was no uncertainty in his diagnosis, but the patient was not convinced To reassure the patient of the diagnosis, DrJ [redacted] had Dr [redacted] look at it to corroborate the diagnosis and she didDrJ [redacted] prescribed the appropriate medication, explained the pathogenesis of the problem, and answered the patient’s questions regarding contact with other peopleAt the time, the patient was not having much pain, but the pain she was experiencing was new and in a different location than her previous pain She was told to contact DrJ [redacted] if increased pain developed She called back on October 21, and DrJ [redacted] ordered hydrocodoneIn her complaint, she asked for us to delete the $charge from October 15, and for DrJ [redacted] to pay for her visit with DrH [redacted] on October 25, After reviewing the patient’s complaints and the care she received, we determined that all care provided was appropriate and that there is no cause for waiving or adjusting charges She came to the PVH ED on September 9, 2014, where they worked up abdominal pain with a CT scan and labs From September 9, through October 8, the patient was seen by four physicians who all felt that her symptoms were consistent with constipation While there was discussion and evaluation of a red-brown lesion on her left thigh, there was no discussion about a rash on her left side during any of these visits.We are very sorry if she felt that she was not given the care and attention that she needed and deserved However, based upon the symptoms she reported experiencing and all available information, the patient was not misdiagnosed and the care provided was appropriate Therefore, we did not make any adjustments to her account We appreciate the opportunity to take one more look at this patient’s care and to respond to her complaint Please let me know if you need any further information.Sincerely,MichaelG***, BSN, RN,CPHRMPatient Risk Manager / PatientRepresentativeUniversity of Colorado Health – North Clinics

Complaint: [redacted] I am rejecting this response because: The statement that the rash was new is falseI asked all three doctors if the rash I had was causing symptomsIf fact I told DrJ [redacted] on the Oct 14th appointment my rash was worse NOT new! When he said it was shingles I responded with " I asked you last month if this was shingles in which he walked me to nurses desk, had me pull up my shirt and show Dr [redacted] to confirmMy report on the Sept 29th visit says "rash present"DrJ [redacted] did do a brief exam and mentioned a fatty tumor in the area of my rash If any of the doctors had taken the time to LISTEN instead of keyboarding maybe I would have been diagnosed properlyI have talked with other doctors since who shake their heads and say "shingles is not that hard to identifyThe fact that I was not given any direction in treatment for shingles or the IBS medicine I was unnecessarily put on was the final insultSince this clinic continue to deny they did anything inappropriate and was indeed treated fairly shows the lack of integrity on their partI have paid the bill so the have won the battle but did they win the war? Regards, [redacted] ***

Complaint: [redacted]I am rejecting this response because: The statement that the rash was new is false. I asked all three doctors if the rash I had was causing symptoms. If fact I told Dr. J[redacted] on the Oct 14th appointment my rash was worse NOT new! When he said it was shingles I responded with " I asked you last month if this was shingles in which he walked me to nurses desk, had me pull up my shirt and show Dr. [redacted] to confirm. My report on the Sept 29th visit says "rash present". Dr. J[redacted] did do a brief exam and mentioned a fatty tumor in the area of my rash If any of the doctors had taken the time to LISTEN instead of keyboarding maybe I would have been diagnosed properly. I have talked with other doctors since who shake their heads and say "shingles is not that hard to identify. The fact that I was not given any direction in treatment  for shingles or the IBS medicine I was unnecessarily put on was the final insult. Since this clinic continue to deny they did anything inappropriate and was indeed treated fairly shows the lack of integrity on their part. I have paid the bill so the have won the battle but did they win the war? Regards,[redacted]

After thorough review of our investigation and follow-up, we stand by our response to the patient’s complaint.  We are sorry that the patient did not find our response acceptable, but we appreciate the opportunity to review the care and evaluation we have provided and to respond to the rejection of our previous response.  Please let me know if you need any further information.

August 28, 2015[redacted], Dispute Resolution and Ad Review CounselorPhone: [redacted]Subject:Revdex.com Complaint Dear Mr. [redacted],Thank you for the opportunity to respond to...

this patient’s complaints.  We received a complaint letter from this patient, date November 7, 2014.  I also spoke with her on November 11, 2014 regarding her care complaints.  I investigated her complaints with the help of her medical records, her treating physicians Dr. Christina [redacted] and Dr. Robert J[redacted], our CMO Dr. Michael R[redacted], the Manager of Clinic Operations, and the Director over UC Health Internists at Snow Mesa, where Dr. J[redacted] and Dr. [redacted] practice.  I also became aware of some complaints that the patient had concerning Poudre Valley Hospital.  As a part of the UC Health North Risk Management team, I investigated these complaints as well.  Following these investigations, I responded to all of her complaints in a letter dated December 8, 2014.  In her complaint, the patient explained that she believes shingles should have been diagnosed in the Poudre Valley Hospital Emergency Department (“PVH ED”) on September 9, 2014, when she saw Dr. [redacted] on September 10, 2014, and when she saw Dr. J[redacted] on September 29, 2014.  She stated that at all three of these encounters she had a rash and no one did anything about it.  The patient was also seen by Dr. H[redacted] on October 8, 2014 and there was no mention of the rash or shingles. She explained that when she saw Dr. J[redacted] on October 15, 2014 he said, “You have shingles,” ignored her response, handed her a script, had her show Dr. [redacted] her rash, said something to the receptionist and was gone.  She stated that she did not have time to ask questions and that she was not told anything about her diagnosis, what to do, what to expect, and how to follow up.  Dr. J[redacted]’s diagnosis was not abrupt and her visit was not prematurely short. The patient told Dr. J[redacted] that she had just developed a rash a couple of days prior.  He asked to see it and after inspecting the rash he said, “You have shingles.”  There was no uncertainty in his diagnosis, but the patient was not convinced.  To reassure the patient of the diagnosis, Dr. J[redacted] had Dr. [redacted] look at it to corroborate the diagnosis and she did. Dr. J[redacted] prescribed the appropriate medication, explained the pathogenesis of the problem, and answered the patient’s questions regarding contact with other people. At the time, the patient was not having much pain, but the pain she was experiencing was new and in a different location than her previous pain.  She was told to contact Dr. J[redacted] if increased pain developed.  She called back on October 21, 2014 and Dr. J[redacted] ordered hydrocodone. In her complaint, she asked for us to delete the $209 charge from October 15, 2014 and for Dr. J[redacted] to pay for her visit with Dr. H[redacted] on October 25, 2014.  After reviewing the patient’s complaints and the care she received, we determined that all care provided was appropriate and that there is no cause for waiving or adjusting charges.  She came to the PVH ED on September 9, 2014, where they worked up abdominal pain with a CT scan and labs.  From September 9, 2014 through October 8, 2014 the patient was seen by four physicians who all felt that her symptoms were consistent with constipation.   While there was discussion and evaluation of a red-brown lesion on her left thigh, there was no discussion about a rash on her left side during any of these visits.We are very sorry if she felt that she was not given the care and attention that she needed and deserved.  However, based upon the symptoms she reported experiencing and all available information, the patient was not misdiagnosed and the care provided was appropriate.  Therefore, we did not make any adjustments to her account.    We appreciate the opportunity to take one more look at this patient’s care and to respond to her complaint.  Please let me know if you need any further information.Sincerely,MichaelG[redacted], BSN, RN,CPHRMPatient Risk Manager / PatientRepresentativeUniversity of Colorado Health – North Clinics