Ridge Road Development, LLC

February 2, Revdex.com Corporate Office La Posada Drive Austin, TX Fax: (512) 445-To whom it may concern: Please accept this as response to patient complaint entered on 1/19/2016, [redacted] After reviewing the patient's record, I found that he called in on 1/15/and requested prescription for over the counter medications to be submitted to pharmacyDr [redacted] wrote a letter of medical necessity and faxed this over to the pharmacy on 1115/The patient called back on 1/again requesting that prescriptions be sent to his pharmacy for over the counter medicationsDr [redacted] reviewed patient's chart and needed more information on how the patient was taking medication so he could properly write the prescriptionThe patient was contacted on 1/19/to ask for dosing schedule and the prescriptions were faxed to the pharmacy that same dayI contacted the pharmacy and confirmed that they received the prescriptions and the patient has picked them upPlease contact me if you require any additional informationSincerely, [redacted] Chief Operating Officer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Unfortunately, we have no transcript of the phone call to give. I do agree with Ms*** that we should have called to follow up on the text response. I have written off the charge for no show fee and Ms*** will not be billed for this anymore. We are using this call during our next team meeting to show ways to be more probative when scheduling appointments. We will work with the staff to ensure that situations such as this do not occur

After receiving this complaint I went back to the original phone call. When the patient called to schedule the appointment she was offered a physical but she declined and stated she was having medical problems. The appointment was scheduled as a routine appointment and not a
physical. When the patient arrived and was informed she had not met her deductible and would be responsible for paying she informed the front desk that she was supposed to be scheduled for a physical. We pulled the call at that time and informed patient of the above. We informed patient that we could see her but it would not be for a physical and we could reschedule. She chose to reschedule for a physical. I pulled the report of text response and it showed that she replied to cancel and then immediately responded "1! Sorry" based off of this we did not cancel the appointment. We will write off the no show fee for the patient and do apologize for any inconvenience. We try to make sure that scheduling and cancelling is done appropriately

Complaint: ***
I am rejecting this response because:This response is inaccurate and displays the organization's poor customer serviceI would like the tape transcript to be provided because as I recall, I asked for a physicalThe woman said, "Do you want a full physical?" I asked her what that meantShe asked me what was wrong, and I said I just wanted a physical and mentioned a few other thingsWhen I arrived at the appointment, the receptionist was rudeCalled up the phone records that day, then said I was right, we should reschedule after some hesitationIf there were questions about the response in text, someone should have followed up.
Regards,
*** ***

February 2, 2016 Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752 Fax: (512) 445-2096 To whom it may concern: Please accept this as response to patient complaint entered on 1/19/2016, [redacted]. After reviewing the patient's record, I found that he called in on 1/15/2016 and requested...

prescription for over the counter medications to be submitted to pharmacy. Dr. [redacted] wrote a letter of medical necessity and faxed this over to the pharmacy on 1115/2016. The patient called back on 1/1812016 again requesting that prescriptions be sent to his pharmacy for over the counter medications. Dr. [redacted] reviewed patient's chart and needed more information on how the patient was taking medication so he could properly write the prescription. The patient was contacted on 1/19/2016 to ask for dosing schedule and the prescriptions were faxed to the pharmacy that same day. I contacted the pharmacy and confirmed that they received the prescriptions and the patient has picked them up. Please contact me if you require any additional information. Sincerely, [redacted] Chief Operating Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]