Psychiatric Wellness Care, PLLC

Hi ***,Thank you for taking the time to read our response to the complaint filed against usMr*** called on Friday Sept 25, at 4:PM requesting his recordsMy receptionist Jessica explained the process, explaining we need a signed realease of information on file to release any
recordsShe offered to fax or mail him a release to fill out because that is our typical procedure but he protested insisting he wanted it emailed to him, which is not a problem but with the email only I, the office manager has access to that because we do not give the password out to every employee in the officeI picked up the line to speak to Mr*** and let him know I would be able to email it to him and he could just send it back to us after he signed itI did not promise him it would be there instantly as it was a Friday at 4:PM and I was also covering the front desk as we were short staffed at the end of the dayWe always ask for a couple business days for turn around so I did not guarantee anything would be sent that dayThen on Monday Sept 28, around 10:AM Mr*** called stating he had not yet received the release the receptionist explained that it does take a day or turn around as we are an extremely busy office with a high volume of patients and from that point he was being very rude and condescending towards the front desk and was transferred to me (The office Manager), when I picked up Mr*** did not even give me a chance to talk as he was talking very loudly, talking over me everytime I tried to say somethingI did apologize if he was upset the release was not sent on Friday at 4:but that I would make sure he received it that dayI asked him to spell his email address just to verify I did have it correct as I wanted to ensure nothing would hold this up and he again started to belittle me stating how could I not know how to spell his last name I told him I just wanted the information verifiedI did tell him it was uncalled for to be talking the way he was to me and my staffHe was very rude and demeaning to all of us hereAlot of the accusations he made as far as what was said on the phone is falseI never told him he "won't get nothing" I would never say that to a patient, everI value our patients here and have always in my 1/years here gone above and beyond to accomodate our patientsI have never been accused of treating a patient like thisLastly to address the statement he made about our phone being taken off the hook because it "rang busy" that is because we are a very busy office and a majority of the time all lines are in use with patients calling and it does ring busy at times when that happensWe would never take our phones off the hook, we value our patients too much and want to provide the best care to them we possibly canthank you for your time in this matterAny further questions please call or email me back.Thank you,Kristen A*** Office Manager