Sharecare Health Data Services LLC

We are sorry to hear the records were not deliveredThey were sent out via USPS on 3/8/We will resend them and notify the leadership team in that areaI will check back with Dr [redacted] to make sure they arrived [redacted] Manager of Customer Service and Quality ImprovementBactes Imaging Solutions

We have researched the record mentioned in this complaint and agree that there have been multiple issues surrounding this particular caseThe request was received at the facility on 2/as the complaint notesThe request was fulfilled on Friday, 3/and sent to our fulfillment centerAn invoice
was sent on Monday, 3/Payment was received on 3/and records released that day. However, on 3/24, we received a call stating there were missing dates of service which was a valid complaintWe had our employee handling this facility get copies of the missing pagesThese were then sent on 4/Regrettably, the image quality on a large number of these pages is poorThe images are pixelated and difficult to read in electronic formatWe have since learned that there was an incorrect setting used when "electronically printing" these documents from the EMR system causing this poor qualityIt is my understanding that the complainant has still not received our best quality image for this record based on another call he made to BACTES on 5/I have instructed our local operations manager to have these records redone and sent via secure email today (5/12)The delays and other problems with the fulfillment of this request are unacceptable and we acknowledge our failure here.Regarding the rates BACTES charges, we charge in accordance with the appropriate statutes that govern the particular requestMany requestors assume that since the records are electronic, all we have to do is push a button and our job is doneThis is not the caseAlso, many assume that the records are located in one electronic systemMany hospitals have multiple electronic systems and finding all the necessary records to fulfill a particular request can be quite time consuming and difficultIronically, the amount of time needed to copy electronic records is often significantly longer than it would be to copy the same record if it were stored on paperTo see more on this topic, please see the following video from AHIOS (https:*** Two other comments made by the complainant are troubling to us and we will address themOne is the quote that someone stated that our employee is not well-trainedThat is not the case and not an acceptable reason for us to tell a customer as to why we did not perform our service properlyWe are trying to determine where this quote came from but have not been successfulHowever, we are not questioning that it happened and we regret that someone gave the complainant this excuseThis was inappropriateThe second troubling comment was that phone calls/voice mails are rarely returned and that this is a common issue for this requestorThis is also unacceptable and we are addressing thisWe have identified a few areas where this may be an issue and are working to ensure that this is not an issue going forwardAlthough the complainant did not dispute the payment for this record, we will refund the full amount as this has been a very poor experience for this customerA refund request will be submitted today and you should receive it within the next two weeks

We are sorry to hear the records were not delivered. They were sent out via USPS on 3/8/16. We will resend them and notify the leadership team in that area. I will check back with Dr. [redacted] to make sure they arrived. [redacted]Manager of Customer Service and Quality ImprovementBactes Imaging...

Solutions

Revdex.com:
 "We did receive the records as the response from Bactes mentioned. Thank you for finally getting those records to us and for acknowledging the failures on Bactes' end. Mistakes do happen. We also appreciate the kind gesture of the refund even though we didn't request that. Thank you. We will watch for that refund.It is bothersome when mistakes continue. We also requested billing records on this same patient we had the medical records issues with. The billing that Bactes provided is also incomplete. I'm not filing a complaint about these billing records as of yet--just making mention of it hoping we'll get the complete billing record soon.Regarding the Bactes rate charges, we are aware of the state statutes and only partially agree that those are followed. The difficult part to agree on and to even refute are the per quarter hour charges. I understand even electronic records can take some time. As the response from Bactes stated, "many hospitals have multiple electronic systems..." They also mentioned time differences with paper and electronic records. What this indicates to me is that some record requests may take longer than others, and some may take less time than others. I believe Bactes would agree. However, we have hundreds of Bactes invoices from facilities all over California. All these invoices seem to indicate that the per quarter hour charges are based strictly on the page count, not the actual time it took to fulfill the request. I believe I have more than enough invoices to evidence this. I have many of these invoices entered into an Excel spreadsheet. There seems to be a very strong relationship between the page count and the per quarter hour charges. I can almost develop a pricing structure based on these invoices. Also, there have been several instances where we received an invoice from Bactes that was somewhere near $1,000. The invoices indicated roughly between 40-50 quarter hours of work performed. I personally contacted the director of medical records at the facility to complain about the charges. The director then directly provided us a complete copy of the records on CD in less than an hour--All records directly from their EMR system. Again, we have done this on several occasions. The previous statement I made where someone said "the employee is not well-trained did happen. [redacted] at M[redacted] in Mission Viejo (ext. [redacted]) is who said this to me. I believe [redacted] works for Bactes, but I could be wrong. Hopefully that helps identify who Bactes needs to talk to."
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]