[redacted] contacted Derm One on March 30, and the call was transferred to me ( [redacted] ) [redacted] told me she had a complaint about her appointment at Derm One .She proceeded to tell me she had an allergic reaction to some sample creams given to her She stated she had called and spoken with a medical assistant and was told to stop the cream immediatelyI told her this was the first I had heard anything about this and asked her to send pictures to my email address I received the pictures and put them in her chart She stated - she had paid $at the check out counter and I said that we could and would refund her money After some research she had paid $at the front desk on March 12, and I sent out a refund on Monday, April 2, check # [redacted] in the amount of $as she was only charged for a $co-payI spoke with [redacted] -PA-C that had seen Ms [redacted] and he stated she might have gotten the creams confused and used them differently than he had prescribed On April 3rd, *** called and I was out of the office at the time When I got back we ( [redacted] ) called and spoke with her and ask her did she want to schedule an appointment with [redacted] or she could see Dr [redacted] and there wouldn't be a charge to see what was going on with her skin She declined and said she wouldn't see any of the PA's or Doctor's here ever again She stated we had ruined her skin before her wedding and that she would report us to the Revdex.com I feel as though we seriously tried to resolve this issue with ***, yet we do not feel as though she was receptive to any type of additional treatment from us
Our policy at Derm One is that all patients under this insurance must have a referral from their physician This policy went in to effect some time ago and the patient should have received a notice from the insurance company We understand how unfortunate it was for the patient to have
driven hours for their appointment We tried to be as accommodating as possible, yet there were other patients line up to check in We did ask Ms*** to please give us a moment and we would get right back to her She seemed to be very upset and we tried several times to explain that we could not see her daughter since we didn't have a referral Ms*** did state she understood and she had received something in the mail about changes.We have never screamed at or been known to disrespect a patient and certainly would never allow any employee to do such.Sincerely, *** ***
There would be no way our Doctors or Physician Assistant's would know if this was an allergic reaction to the prescribed medicine, unless the patient made a follow up appointment to be examined. I do believe the patient should come back for a f/u appointment as we suggested to determine if she was indeed allergic to the medicine Therefore, we do not wish to guess what could have caused her allergic reactions if indeed she did have one. Again, we tried to get the patient in for a follow up visit and she refused
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do understand that it is my word against theirs but this is not what happened. I also understand that I may have needed a referral form, which we did not receive through the mail like they claimed. What I couldn't understand is how the receptionist went about handling the situation. We were not able to use the phone, even our regular physician asked why they didn't pick up the phone and call her for a referral; furthermore, there were no patients behind us. Yes I was very upset with how I was treated but I didn't say or do anything wrong, I just walked out and went to the nearest gas station to use a phone. When I couldn't get an answer from my physician I chose to come home. When I attempted to call them back to tell them I had gotten a referral, the lady went into a frenzy and started screaming and telling me that I was rude, so I just handed my daughter the phone and then she shut up and transferred my daughter to the nurse. She is the rudest individual that I have ever dealt with in my life. I could understand if I would have said or did something to her, but I didn't. I asked her 4 times to use the phone or if she could call and she refused and made extremely nasty faces. She implied I should go outside and make the phone call, but I did not have a cell phone to do so. The receptionist was so rude and unprofessional, my daughter was afraid to go to her follow up appointment and even considered switching dermatologists.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I used the acne medicine as prescribed by Dr. [redacted]. In NO way did I confuse the acne prescription (that I had to pay for as well) with the tiny, sample of eczema cream. It is rude to assume that, when it is clear that they are two completely different types of creams and I know which one I was supposed to use and when. I contacted Derm One on March 16, and the doctor or assistant I spoke to did not tell me to stop using the cream, they simply said to let the rash subside then start using it again. If you ask me, a doctor who tells me to keep using a cream that I had a severe reaction to did not care enough to hear what the problem was or does not know how allergic reactions work. When I called on the 30th, Tee [redacted] claimed she was corporate, then yesterday she hung up on me when I told her I would simply come in to their office to take care of the issue. I called just to get a report to make sure this complaint was actually in the system (because it is HIGHLY suspicious for a "manager" to give an aol email address when the patient is filing a medical complaint against someone she is related to, and consistently refusing to prove that the complaint had been addressed). The Virginia State Department of Health has been notified about this issue, as well.
Regards,
[redacted]
[redacted] contacted Derm One on March 30, 2018 and the call was transferred to me ([redacted] ) [redacted] told me she had a complaint about her appointment at Derm One .She proceeded to tell me she had an allergic reaction to some sample creams given to her. She stated...
she had called and spoken with a medical assistant and was told to stop the cream immediately. I told her this was the first I had heard anything about this and asked her to send pictures to my email address. I received the pictures and put them in her chart. She stated - she had paid $250.00 at the check out counter and I said that we could and would refund her money. After some research she had paid $226.76 at the front desk on March 12, 2018 and I sent out a refund on Monday, April 2, 2018 check #[redacted] in the amount of $186.76 as she was only charged for a $40.00 co-pay. I spoke with [redacted]-PA-C that had seen Ms [redacted] and he stated she might have gotten the creams confused and used them differently than he had prescribed. On April 3rd, [redacted] called and I was out of the office at the time. When I got back we ([redacted]) called and spoke with her and ask her did she want to schedule an appointment with [redacted] or she could see Dr. [redacted] and there wouldn't be a charge to see what was going on with her skin. She declined and said she wouldn't see any of the PA's or Doctor's here ever again. She stated we had ruined her skin before her wedding and that she would report us to the Revdex.com. I feel as though we seriously tried to resolve this issue with [redacted], yet we do not feel as though she was receptive to any type of additional treatment from us.
[redacted] contacted Derm One on March 30, and the call was transferred to me ( [redacted] ) [redacted] told me she had a complaint about her appointment at Derm One .She proceeded to tell me she had an allergic reaction to some sample creams given to her She stated she had called and spoken with a medical assistant and was told to stop the cream immediatelyI told her this was the first I had heard anything about this and asked her to send pictures to my email address I received the pictures and put them in her chart She stated - she had paid $at the check out counter and I said that we could and would refund her money After some research she had paid $at the front desk on March 12, and I sent out a refund on Monday, April 2, check # [redacted] in the amount of $as she was only charged for a $co-payI spoke with [redacted] -PA-C that had seen Ms [redacted] and he stated she might have gotten the creams confused and used them differently than he had prescribed On April 3rd, *** called and I was out of the office at the time When I got back we ( [redacted] ) called and spoke with her and ask her did she want to schedule an appointment with [redacted] or she could see Dr [redacted] and there wouldn't be a charge to see what was going on with her skin She declined and said she wouldn't see any of the PA's or Doctor's here ever again She stated we had ruined her skin before her wedding and that she would report us to the Revdex.com I feel as though we seriously tried to resolve this issue with ***, yet we do not feel as though she was receptive to any type of additional treatment from us
Our policy at Derm One is that all patients under this insurance must have a referral from their physician This policy went in to effect some time ago and the patient should have received a notice from the insurance company We understand how unfortunate it was for the patient to have
driven hours for their appointment We tried to be as accommodating as possible, yet there were other patients line up to check in We did ask Ms*** to please give us a moment and we would get right back to her She seemed to be very upset and we tried several times to explain that we could not see her daughter since we didn't have a referral Ms*** did state she understood and she had received something in the mail about changes.We have never screamed at or been known to disrespect a patient and certainly would never allow any employee to do such.Sincerely, *** ***
There would be no way our Doctors or Physician Assistant's would know if this was an allergic reaction to the prescribed medicine, unless the patient made a follow up appointment to be examined. I do believe the patient should come back for a f/u appointment as we suggested to determine if she was indeed allergic to the medicine Therefore, we do not wish to guess what could have caused her allergic reactions if indeed she did have one. Again, we tried to get the patient in for a follow up visit and she refused
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do understand that it is my word against theirs but this is not what happened. I also understand that I may have needed a referral form, which we did not receive through the mail like they claimed. What I couldn't understand is how the receptionist went about handling the situation. We were not able to use the phone, even our regular physician asked why they didn't pick up the phone and call her for a referral; furthermore, there were no patients behind us. Yes I was very upset with how I was treated but I didn't say or do anything wrong, I just walked out and went to the nearest gas station to use a phone. When I couldn't get an answer from my physician I chose to come home. When I attempted to call them back to tell them I had gotten a referral, the lady went into a frenzy and started screaming and telling me that I was rude, so I just handed my daughter the phone and then she shut up and transferred my daughter to the nurse. She is the rudest individual that I have ever dealt with in my life. I could understand if I would have said or did something to her, but I didn't. I asked her 4 times to use the phone or if she could call and she refused and made extremely nasty faces. She implied I should go outside and make the phone call, but I did not have a cell phone to do so. The receptionist was so rude and unprofessional, my daughter was afraid to go to her follow up appointment and even considered switching dermatologists.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I used the acne medicine as prescribed by Dr. [redacted]. In NO way did I confuse the acne prescription (that I had to pay for as well) with the tiny, sample of eczema cream. It is rude to assume that, when it is clear that they are two completely different types of creams and I know which one I was supposed to use and when. I contacted Derm One on March 16, and the doctor or assistant I spoke to did not tell me to stop using the cream, they simply said to let the rash subside then start using it again. If you ask me, a doctor who tells me to keep using a cream that I had a severe reaction to did not care enough to hear what the problem was or does not know how allergic reactions work. When I called on the 30th, Tee [redacted] claimed she was corporate, then yesterday she hung up on me when I told her I would simply come in to their office to take care of the issue. I called just to get a report to make sure this complaint was actually in the system (because it is HIGHLY suspicious for a "manager" to give an aol email address when the patient is filing a medical complaint against someone she is related to, and consistently refusing to prove that the complaint had been addressed). The Virginia State Department of Health has been notified about this issue, as well.
Regards,
[redacted]
[redacted] contacted Derm One on March 30, 2018 and the call was transferred to me ([redacted] ) [redacted] told me she had a complaint about her appointment at Derm One .She proceeded to tell me she had an allergic reaction to some sample creams given to her. She stated...
she had called and spoken with a medical assistant and was told to stop the cream immediately. I told her this was the first I had heard anything about this and asked her to send pictures to my email address. I received the pictures and put them in her chart. She stated - she had paid $250.00 at the check out counter and I said that we could and would refund her money. After some research she had paid $226.76 at the front desk on March 12, 2018 and I sent out a refund on Monday, April 2, 2018 check #[redacted] in the amount of $186.76 as she was only charged for a $40.00 co-pay. I spoke with [redacted]-PA-C that had seen Ms [redacted] and he stated she might have gotten the creams confused and used them differently than he had prescribed. On April 3rd, [redacted] called and I was out of the office at the time. When I got back we ([redacted]) called and spoke with her and ask her did she want to schedule an appointment with [redacted] or she could see Dr. [redacted] and there wouldn't be a charge to see what was going on with her skin. She declined and said she wouldn't see any of the PA's or Doctor's here ever again. She stated we had ruined her skin before her wedding and that she would report us to the Revdex.com. I feel as though we seriously tried to resolve this issue with [redacted], yet we do not feel as though she was receptive to any type of additional treatment from us.