Regal Medical Group, Inc.

Re at Lakeside Medical. Group, INC Community Healthcare-September 27, 2017 Revdex.com 2600 W. Shaw Lane Fresno, CA 93711 Re: Response to Customer Complaint - ID 12381573 Dear Ms. [redacted]: This letter is in response to the complaint referenced above. Please know that...

we take these matters very seriously and we sincerely regret any frustration the consumer experienced with our Customer Service Department. As the consumer is a valued member of our medical group, we always strive to provide the highest quality of care and service when it comes to their health and wellness. In compliance with industry standards and internal policies and procedures, all incoming and outbound customer service calls are documented. Our records do not indicate any contact with our customer service representatives on 5/1/17 or 5/15/17 as indicated on the complaint. Our records do show that the member spoke with one of our customer service representatives on 9/12/17 regarding an authorization. However, the member became upset and disconnected the call. No further actions were required as the authorization for a second opinion was approved and the case was closed. In addition, according to our documentation on 6/2/17, the member spoke with Customer Service about a second opinion for a physician visit, which was approved. We also have documentation of two separate subsequent attempts that were made by our OB Courtesy Outreach Team to talk to the member about postpartum care and programs. Messages were left on 6/9/17 and 6/14/17. To date, the member has not responded to these calls regarding services available to her. We understand the member's frustration about getting her obstetrician visits authorized. However, she, or her primary physician, initially requested an obstetrician that was not part of our network and later, it was discovered he had retired. Subsequently, she was referred to another contracted obstetrician for her maternity care. Our dedicated Customer Service Department is always available to resolve all issues received from our members. They are trained to treat our members with 5-Star Customer Service with the goal of meeting our members' needs to the fullest. The health and well-being of every member is important to us. We are passionate about doing all we can to make sure that we provide the best care possible, especially for pregnant mothers so that they may have a positive maternity experience and deliver happy and healthy babies. If you have any questions, please call [redacted], Sr, Director at ###-###-####, ext. 1275. Sincerely, Regal Medical Group and Lakeside Community Healthcare 8510 Balboa Boulevard, Suite 150, Northridge, CA 91325 ###-###-#### j regalmed.com t lakesfdemed.com