Quality Data Management

Quality Data Management, Inc.May 8, 2015By Fax: 216-861-6365*** ***Dispute Resolution Team LeaderRevdex.comEuclid Ave, 4th Fl.Cleveland, Ohio 44115-2408Re: Response to Complaint ID ***Dear *** ***;This letter is written in response to a complaint submitted to the Revdex.com
about our company on 4/23/ 11:18:p.mby *** ***.Quality Data Management, Inc(QDM) is an independent research firm that conducts patient satisfaction surveys on behalf of contracting health organizations such as hospitals and clinicsThe purpose is to allow these organizations to determine internal best practices as well as opportunities for improvement in order to optimize the patient care experienceTo do so, organizations send patient information to QDM so that we may randomly sample and contact those patientsQDM has a Business Associate Agreement with each contracting organization that, among other items, protects all patient information that is provided to QDM for purposes of conducting these surveysWe are fully HlPAA compliantAll data is stored behind a secure ?rewall with access on a need-to-know basis only.The survey is completely voluntary, and patients may opt out of the process at any timeWhile as a research ?rm QDM is exempt from the national Do Not Call list, we respect the wishes of any patient who wants to opt outWe maintain an internal Stop List of phone numbers of patients who ask us not to contact them in the futureWhen we received this notice, we pieced this person’s phone number on that list.We investigated this particular call furtherFirstplease note that QDM complies with FTC rules; as such, we may call until 9:p.mlocal timeAgents do con?rm the visit information (clinic, doctor and date) so that the survey results can be linked to the correct doctor and clinic as well as date of service (for trending purposes)This person is correct in that we cannot accept incoming calls; our call center is set up for outbound calls onlyif they do call the number that shows up on their caller ID, they will get the following recording: " HelloYou have reached Quality Data Management in Cleveland, OhioWe are an independent research ?rm that conducts short surveys on behalf of health organizationsWe may have tried to reach you recently, but there was no answerWe will attempt to reach you at another time.Thanks for calling." We do not ask the caller to leave a message.However, each contracting organization provides a contact who can verify our legitimacySo, if any patient has concerns about our legitimacy, the agent refers them to this contactUnfortunately, in this particular instance, the agent who was speaking with this person had experienced line trouble and lost the call before having an opportunity to do so.Sincerely,*** *** Executive Administrator

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please confirm that I will be placed on the do-not call list, and state the penalty for each violation. The caller, as soon as I started asking questions, was secretive and non-transparent and hung up.  To say that the call was lost is a convenient excuse that does not justify such unprofessional and rude behavior.  
Regards,
[redacted]