Raquel R. Livoni, MD, MPH

It is very disheartening to receive the complaint posted.  I and my office staff attempt to offer exceptional and personal medical care and when we fail we take it seriously.  I understand that it is often difficult to confront people when one feels dissatisfied, but it...

is unfortunate that we did not know of the patient's dissatisfaction or concerns.  The first I heard of any problem was through your contact.  I did try to call the patient today and left a message to see what we can do to make things better, but have not yet heard back. 
 
Because of HIPPA, I cannot and would not give specifics that identify the patient's medical problems, but there are a few comments that must be clarified.  My staff did return multiple phone calls and tried to schedule the patient for a visit to review labs and ongoing medical concerns.  Because of scheduling conflicts on the patient's part the patient requested a phone appointment to discuss her labs.  Due to the numerous time and financial constraints of a solo practice, I am not able to accommodate phone appointments to discuss labs.  This was clearly communicated to the patient by my staff.  She was again offered an appointment.  She agreed to check her schedule again and call the office back.  We did not hear back from her. 
 
Regarding the labs, labs are ordered in relation to a patient's medical problems.  They are not ordered indiscriminately. Once ordered, via a handwritten requisition, I have no control over where, when, or if lab work is completed or when results are available.  I have absolutely no control over the cost.  Certain lab companies return their labs more efficiently than others.  Certain specific labs take longer than others.  The building that I sent her to has two lab companies present across from each other.  Patient's can go to either one and often get confused as to which one they went to.  At times this can present a problem retrieving results.  The lab company that she went to is my preferred one because I generally get the labs returned to my electronic medical record automatically.  For some reason, which is impossible and not time effective to find out, her labs did not return to our inbox.  My staff tried to retrieve her labs and even called her to confirm which lab company she went to, but indeed her labs were unfortunately delayed.  Again, this is something that I have no control over.  
 
Because of the health care climate and low reimbursement rates most doctors are seeing patients for 5-15 min.  My first visit I spent 40 min with the patient and the second visit I spent 30 min. It is unfortunately impossible even with this extended time to explain every detail, particularly if something is going on that is concerning.  It is important to me to answer as many of my patient's questions as possible.
 
As far as the patient feeling that I smirked and was judgmental I can only apologize.  I am very sad that she would feel judged by me.  I never intend for my patients to feel anything, but valued.  In response to her request that she be mailed her lab results, this of course, is never an issue and we are more than happy to do so.  She did not request this previously. 
 
I understand, from the comments stated in the complaint that she prefers not to return to our office.  I can see that after complaining that could be awkward for her, but that is completely up to her.  We would still welcome her as a patient and hope that she does return.  Posting this complaint in no way would impact the care we will give her.  Again, we are sorry and saddened that her experience with our office did not meet her expectations.
 
Sincerely,
Dr. [redacted]

Review: Initially I found this doctors office through my health coverage provider. Although it wasn't my first choice, they seemed to have a variety of appointment times and dates available. My first appointment was on March 10, 2015. I went in and was asked various questions regarding my current health condition by Dr. [redacted]. She seemed extremely polite and welcoming in the beginning. As we progressed, she seemed a bit judgmental on a few answers I gave so far as to smirk which made me feel a little uneasy coming from a doctor. This is someone in a profession whom should definitely be able to make you feel as comfortable as possible. I wanted to begin having a primary doctor where I can receive regular check ups and wanted to give it another try. I thought maybe it wasn't intended the way I took it, so I decided to continue my visits and see how I felt as time went on. After I answered all questions, I was told to take a blood test a few buildings down. I was handed a paper that was checked for nearly 10 different things but was never verbally told what I was getting tested for or why (and recently was billed for $2,000 for that test alone) My second visit was on 3/17/15 and that time I received a 2nd exam and was told the test from the previous week wasn't ready. Here it is 4/14/15 and I have yet to receive one phone call regarding my results. I have called numerous times and left messages with the staff (who never seem to have clear directions of what to do) and have been told the Dr. would call me back. I have left three messages and each time, no response. It always seems to go to voice mail. This office has poor customer service and you would think the doctor would follow up with patients in order to move forward with treatment. I spoke with my family's attorney and have documented each incident because if there is an issue with my health that doesn't get treated in a timely matter, I will have to take further legal action. It is unacceptable to have these issues with a healthcare facility.Desired Settlement: I am entitled to my blood test results in order to proceed with the proper health care. I will not be returning to this office and will find an alternative primary healthcare provider.

Business

Response:

It is very disheartening to receive the complaint posted. I and my office staff attempt to offer exceptional and personal medical care and when we fail we take it seriously. I understand that it is often difficult to confront people when one feels dissatisfied, but it is unfortunate that we did not know of the patient's dissatisfaction or concerns. The first I heard of any problem was through your contact. I did try to call the patient today and left a message to see what we can do to make things better, but have not yet heard back.