September 16, 2015Revdex.com [redacted] Re: Complaint letter from 9/14/15ID: [redacted] Dear [redacted] :I am appalled at the comments in this complaint from 9/14/that this lady is accusing me of sayingI have been employed at this pain clinic for 20+ yearsI certainly know what to say to a prospective new patient and what not to say again, I am insulted that she said things I never said or would even think to say and contact the Revdex.com over this.First of all I did not refuse to give my nameThe caller never asked what my name was therefore it was never givenI am not the receptionist, I was answering the phones that day because the regular receptionist was off sick and I was answering the phonesWhen I would answer the phone I would answer with “Good afternoon, Jefferson Pain and Rehab Center, may I help you?”The caller stated that she wanted to make an appointmentI then asked her what her name was and what type of insurance she hadThe caller gave me her name and insurance.After caller stating what insurance she had, I then told the caller that our clinic is an injection clinic and that we do injections with medication management and that her insurance does not cover the cost of injections administered here at our office, I never said, "Do you need injections?” to this caller(I am not the physician I cannot determine whether or not a patient's condition can be treated by injections) The caller then stated that she did not want injectionsI then said we do not do medication management alone(I never stated anything about drug use or drug users to this caller.) The caller then said that she did not want medicationI then asked her “well, what sort of treatment are you looking for?” She stated that she wanted evaluated and then she said “What kind of place is this?” I told her I was just telling her the policies of our officeI repeated again that we are an injection clinic and that we manage your pain with injections as well as with medicationsI could tell in her voice she was getting agitated and I said I’m sorry you must have misunderstood what I am sayingSo not to agitate the caller further I then said ok, have your PCP send over your last office visits and any x-rays or MRIs you have had over to our office and I gave her the fax numberI told her then we’ll (meaning front office staff) present this to the doctor for review if the doctor feels she can help you (we ask for potential new patient's to fax over medical records in advance for doctor to review so that (1) the doctor is not wasting their time on patient that they cannot help, (2) we are not wasting that potential patients time and money) we’ll (again meaning front office staff) give you a call to schedule an appointmentShe then gave me her phone numberCaller than stated "that it would take months, and what is going on here? What kind of place is this?” and then caller hung up on me, I did not hang up on her.After this call went to my manger and reported this phone call to him and told him the conversation and how the caller hung up on me.Unfortunately, this caller’s insurance does not pay for injections that our doctors administer at this location because we do them under x-ray guide fluoroscopyHowever our nurse practitioner that works out of our satellite offices in Uniontown, Brownsville and Mon Valley will accept her insuranceAlso we do not accept patients for just an evaluation or second opinion evaluation.Sincerely, Lorraine
September 30, [redacted] The Revdex.com [redacted] ***Re: Complaint ID [redacted] Dear [redacted] :This letter is in response to the correspondence we received dated September 22, 2015.After a discussion with our nurse, Lorraine, it was found that she followed every protocol during her discussion with the individual who made the complaint.We are an independent pain clinic that provides “injections’ and we are not affiliated with any other healthcare entity or insurance entityThe individual who called stated that she had “UPMC for You” as her insurance carrierUPMC will not reimburse us for any injections for those patients with her insurance programOur physicians also do not provide medication management for patientsWe were unable to help this prospective new patientThere are other pain clinics in the area that the patient should be able to call.Thank you for your assistance in this matter.Sincerely, Dennis S [redacted] Office Manger
September 16, 2015Revdex.com [redacted] ***Re: Complaint letter from 9/14/15ID: [redacted] Dear [redacted] :I am appalled at the comments in this complaint from 9/14/that this lady is accusing me of sayingI have been employed at this pain clinic for 20+ yearsI certainly know what to say to a prospective new patient and what not to say again, I am insulted that she said things I never said or would even think to say and contact the Revdex.com over this.First of all I did not refuse to give my nameThe caller never asked what my name was therefore it was never givenI am not the receptionist, I was answering the phones that day because the regular receptionist was off sick and I was answering the phonesWhen I would answer the phone I would answer with “Good afternoon, Jefferson Pain and Rehab Center, may I help you?”The caller stated that she wanted to make an appointmentI then asked her what her name was and what type of insurance she hadThe caller gave me her name and insurance.After caller stating what insurance she had, I then told the caller that our clinic is an injection clinic and that we do injections with medication management and that her insurance does not cover the cost of injections administered here at our office, I never said, "Do you need injections?” to this caller(I am not the physician I cannot determine whether or not a patient's condition can be treated by injections) The caller then stated that she did not want injectionsI then said we do not do medication management alone(I never stated anything about drug use or drug users to this caller.) The caller then said that she did not want medicationI then asked her “well, what sort of treatment are you looking for?” She stated that she wanted evaluated and then she said “What kind of place is this?” I told her I was just telling her the policies of our officeI repeated again that we are an injection clinic and that we manage your pain with injections as well as with medicationsI could tell in her voice she was getting agitated and I said I’m sorry you must have misunderstood what I am sayingSo not to agitate the caller further I then said ok, have your PCP send over your last office visits and any x-rays or MRIs you have had over to our office and I gave her the fax numberI told her then we’ll (meaning front office staff) present this to the doctor for review if the doctor feels she can help you (we ask for potential new patient's to fax over medical records in advance for doctor to review so that (1) the doctor is not wasting their time on patient that they cannot help, (2) we are not wasting that potential patients time and money) we’ll (again meaning front office staff) give you a call to schedule an appointmentShe then gave me her phone numberCaller than stated "that it would take months, and what is going on here? What kind of place is this?” and then caller hung up on me, I did not hang up on her.After this call went to my manger and reported this phone call to him and told him the conversation and how the caller hung up on me.Unfortunately, this caller’s insurance does not pay for injections that our doctors administer at this location because we do them under x-ray guide fluoroscopyHowever our nurse practitioner that works out of our satellite offices in Uniontown, Brownsville and Mon Valley will accept her insuranceAlso we do not accept patients for just an evaluation or second opinion evaluation.Sincerely, Lorraine
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The woman who replied to my concerns(Lorraine) is the very woman I specifically asked not to hear from again. She denies everything she said, and claims she spoke to her manager about my call. If that was true, I would have expected to receive a reply from the manager or doctor himself, and I did not - only from her, despite her knowing it was against my wishes to speak with her again - there is also the fact to consider that I DID inform her I would be filing a complaint about her behavior, so she is probably afraid of disciplinary actions or job loss. She may actually be attempting to bar me from speaking with the manager or doctor, by intercepting the complaint and replying to it herself, for this same reason.Regarding the initial phone call that led to me filing the complaint: She claims, in her reply, that she provided me with her name; if she had done so, I would have included it in the complaint. Only in her reply has she provided me with her name. She claims she did not hang up on me; however, she did hang up on me, immediately after I said that it would take months to get my entire medical history sent to the doctor's office in order for the staff to make an assessment about whether or not I'm allowed to make an appointment(they have to give me permission, apparently - I am not allowed to simply schedule an appointment when this woman is at the desk). The only other possibility here is that one of our phones dropped the call when she appeared to "hang up" on me, but it seems to me like a very unlikely "coincidence" that such a thing would happen at exactly the same time that I chose to challenge what she was telling me. She said she needed all this information(my past imaging, scans, xrays, etc.) to evaluate(in an evaluation, I suppose? that is, the very same service she claims the doctor does not provide), even though she claimed(and continues to claim) that the doctor cannot evaluate me at all and can only give injections. Reviewing my past medical history, as related to my condition, implies that an evaluation would be taking place before an appointment can even be made. She claims she did not specifically ask me, during the phone call, if I did need either injections or pain medication, and that she did not refer to drug users - this is also a lie. She asked me, point blank, "Do you need injections?" When I said I do not, she told me point blank that I have to have injections to be seen at that office. She said each and every single thing I stated that she said, and in the exact same tone I stated that she said these things in. She is rude and unprofessional; whether she's "appalled" by my complaint or not, it is true. My insurance company lists the doctor she works for as providing evaluations(and both google searches and her own wording, regarding her need for my past medical history to be, well, evaluated, seem to verify that he does perform evaluations - though only the doctor himself could truly confirm what services he provides). In the aftermath of her completely inadequate and self-centered reply to me, I would like to receive a further response - a phone call made to my personal cell phone number of [redacted] - from the doctor himself, so that I can discuss the matter further and come to a resolution without this receptionist getting in the way. This is a completely unnecessary ordeal that completely undermines my dignity as a potential patient with a legitimate health concern. Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.It is easy to conclude that an employee followed protocol when you speak to that employee alone regarding the issueOf course this woman will not admit to being rude, or being inappropriate, or taking on a toxic attitude with a potential patient over the phoneShe'd like to keep her job, same as all others who find themselves in her situationHowever, a successful practice should take into consideration also how their employees are perceived by those who make contact, and should address the concern in a professional manner without "taking sides" or allowing the problem employee to answer the complaint in an offended, overly emotional tone the first place(which is what happened upon on my first attempt to contact you through this website)Firstly, I requested a phone call to settle the matterYou are so inconsiderate that you can't even honor that request - much like, again, the first time around, you refused to honor my request for the problem employee NOT to be the one to contact mePerhaps you truly are an "injection only" clinic, and, if so, you need to update your public information(which can be viewed by anyone with access to the internet) that states you are a full-treatment facilityPerhaps you are also very fond of your employee, and are prone to take her word over that of anyone else - loyalty is a good quality, if so, but, again, you are not showing yourself to be a clinic that even "injection only" patients will find the treatment they deserve atThis message will post publicly, and it will be accessible by anyone who wants further information on your practiceEveryone deserves consideration, and I am no exceptionI will await the phone call I requested, if your office decides to make it - I want to hear, out of the doctor's own mouth, that he operates an "injection only" clinic, and offers no other evaluation or treatment methods for the assessment/management of his patients' pain Regards, [redacted]
September 16, 2015Revdex.com [redacted] Re: Complaint letter from 9/14/15ID: [redacted] Dear [redacted] :I am appalled at the comments in this complaint from 9/14/that this lady is accusing me of sayingI have been employed at this pain clinic for 20+ yearsI certainly know what to say to a prospective new patient and what not to say again, I am insulted that she said things I never said or would even think to say and contact the Revdex.com over this.First of all I did not refuse to give my nameThe caller never asked what my name was therefore it was never givenI am not the receptionist, I was answering the phones that day because the regular receptionist was off sick and I was answering the phonesWhen I would answer the phone I would answer with “Good afternoon, Jefferson Pain and Rehab Center, may I help you?”The caller stated that she wanted to make an appointmentI then asked her what her name was and what type of insurance she hadThe caller gave me her name and insurance.After caller stating what insurance she had, I then told the caller that our clinic is an injection clinic and that we do injections with medication management and that her insurance does not cover the cost of injections administered here at our office, I never said, "Do you need injections?” to this caller(I am not the physician I cannot determine whether or not a patient's condition can be treated by injections) The caller then stated that she did not want injectionsI then said we do not do medication management alone(I never stated anything about drug use or drug users to this caller.) The caller then said that she did not want medicationI then asked her “well, what sort of treatment are you looking for?” She stated that she wanted evaluated and then she said “What kind of place is this?” I told her I was just telling her the policies of our officeI repeated again that we are an injection clinic and that we manage your pain with injections as well as with medicationsI could tell in her voice she was getting agitated and I said I’m sorry you must have misunderstood what I am sayingSo not to agitate the caller further I then said ok, have your PCP send over your last office visits and any x-rays or MRIs you have had over to our office and I gave her the fax numberI told her then we’ll (meaning front office staff) present this to the doctor for review if the doctor feels she can help you (we ask for potential new patient's to fax over medical records in advance for doctor to review so that (1) the doctor is not wasting their time on patient that they cannot help, (2) we are not wasting that potential patients time and money) we’ll (again meaning front office staff) give you a call to schedule an appointmentShe then gave me her phone numberCaller than stated "that it would take months, and what is going on here? What kind of place is this?” and then caller hung up on me, I did not hang up on her.After this call went to my manger and reported this phone call to him and told him the conversation and how the caller hung up on me.Unfortunately, this caller’s insurance does not pay for injections that our doctors administer at this location because we do them under x-ray guide fluoroscopyHowever our nurse practitioner that works out of our satellite offices in Uniontown, Brownsville and Mon Valley will accept her insuranceAlso we do not accept patients for just an evaluation or second opinion evaluation.Sincerely, Lorraine
September 30, [redacted] The Revdex.com [redacted] ***Re: Complaint ID [redacted] Dear [redacted] :This letter is in response to the correspondence we received dated September 22, 2015.After a discussion with our nurse, Lorraine, it was found that she followed every protocol during her discussion with the individual who made the complaint.We are an independent pain clinic that provides “injections’ and we are not affiliated with any other healthcare entity or insurance entityThe individual who called stated that she had “UPMC for You” as her insurance carrierUPMC will not reimburse us for any injections for those patients with her insurance programOur physicians also do not provide medication management for patientsWe were unable to help this prospective new patientThere are other pain clinics in the area that the patient should be able to call.Thank you for your assistance in this matter.Sincerely, Dennis S [redacted] Office Manger
September 16, 2015Revdex.com [redacted] ***Re: Complaint letter from 9/14/15ID: [redacted] Dear [redacted] :I am appalled at the comments in this complaint from 9/14/that this lady is accusing me of sayingI have been employed at this pain clinic for 20+ yearsI certainly know what to say to a prospective new patient and what not to say again, I am insulted that she said things I never said or would even think to say and contact the Revdex.com over this.First of all I did not refuse to give my nameThe caller never asked what my name was therefore it was never givenI am not the receptionist, I was answering the phones that day because the regular receptionist was off sick and I was answering the phonesWhen I would answer the phone I would answer with “Good afternoon, Jefferson Pain and Rehab Center, may I help you?”The caller stated that she wanted to make an appointmentI then asked her what her name was and what type of insurance she hadThe caller gave me her name and insurance.After caller stating what insurance she had, I then told the caller that our clinic is an injection clinic and that we do injections with medication management and that her insurance does not cover the cost of injections administered here at our office, I never said, "Do you need injections?” to this caller(I am not the physician I cannot determine whether or not a patient's condition can be treated by injections) The caller then stated that she did not want injectionsI then said we do not do medication management alone(I never stated anything about drug use or drug users to this caller.) The caller then said that she did not want medicationI then asked her “well, what sort of treatment are you looking for?” She stated that she wanted evaluated and then she said “What kind of place is this?” I told her I was just telling her the policies of our officeI repeated again that we are an injection clinic and that we manage your pain with injections as well as with medicationsI could tell in her voice she was getting agitated and I said I’m sorry you must have misunderstood what I am sayingSo not to agitate the caller further I then said ok, have your PCP send over your last office visits and any x-rays or MRIs you have had over to our office and I gave her the fax numberI told her then we’ll (meaning front office staff) present this to the doctor for review if the doctor feels she can help you (we ask for potential new patient's to fax over medical records in advance for doctor to review so that (1) the doctor is not wasting their time on patient that they cannot help, (2) we are not wasting that potential patients time and money) we’ll (again meaning front office staff) give you a call to schedule an appointmentShe then gave me her phone numberCaller than stated "that it would take months, and what is going on here? What kind of place is this?” and then caller hung up on me, I did not hang up on her.After this call went to my manger and reported this phone call to him and told him the conversation and how the caller hung up on me.Unfortunately, this caller’s insurance does not pay for injections that our doctors administer at this location because we do them under x-ray guide fluoroscopyHowever our nurse practitioner that works out of our satellite offices in Uniontown, Brownsville and Mon Valley will accept her insuranceAlso we do not accept patients for just an evaluation or second opinion evaluation.Sincerely, Lorraine
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The woman who replied to my concerns(Lorraine) is the very woman I specifically asked not to hear from again. She denies everything she said, and claims she spoke to her manager about my call. If that was true, I would have expected to receive a reply from the manager or doctor himself, and I did not - only from her, despite her knowing it was against my wishes to speak with her again - there is also the fact to consider that I DID inform her I would be filing a complaint about her behavior, so she is probably afraid of disciplinary actions or job loss. She may actually be attempting to bar me from speaking with the manager or doctor, by intercepting the complaint and replying to it herself, for this same reason.Regarding the initial phone call that led to me filing the complaint: She claims, in her reply, that she provided me with her name; if she had done so, I would have included it in the complaint. Only in her reply has she provided me with her name. She claims she did not hang up on me; however, she did hang up on me, immediately after I said that it would take months to get my entire medical history sent to the doctor's office in order for the staff to make an assessment about whether or not I'm allowed to make an appointment(they have to give me permission, apparently - I am not allowed to simply schedule an appointment when this woman is at the desk). The only other possibility here is that one of our phones dropped the call when she appeared to "hang up" on me, but it seems to me like a very unlikely "coincidence" that such a thing would happen at exactly the same time that I chose to challenge what she was telling me. She said she needed all this information(my past imaging, scans, xrays, etc.) to evaluate(in an evaluation, I suppose? that is, the very same service she claims the doctor does not provide), even though she claimed(and continues to claim) that the doctor cannot evaluate me at all and can only give injections. Reviewing my past medical history, as related to my condition, implies that an evaluation would be taking place before an appointment can even be made. She claims she did not specifically ask me, during the phone call, if I did need either injections or pain medication, and that she did not refer to drug users - this is also a lie. She asked me, point blank, "Do you need injections?" When I said I do not, she told me point blank that I have to have injections to be seen at that office. She said each and every single thing I stated that she said, and in the exact same tone I stated that she said these things in. She is rude and unprofessional; whether she's "appalled" by my complaint or not, it is true. My insurance company lists the doctor she works for as providing evaluations(and both google searches and her own wording, regarding her need for my past medical history to be, well, evaluated, seem to verify that he does perform evaluations - though only the doctor himself could truly confirm what services he provides). In the aftermath of her completely inadequate and self-centered reply to me, I would like to receive a further response - a phone call made to my personal cell phone number of [redacted] - from the doctor himself, so that I can discuss the matter further and come to a resolution without this receptionist getting in the way. This is a completely unnecessary ordeal that completely undermines my dignity as a potential patient with a legitimate health concern. Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.It is easy to conclude that an employee followed protocol when you speak to that employee alone regarding the issueOf course this woman will not admit to being rude, or being inappropriate, or taking on a toxic attitude with a potential patient over the phoneShe'd like to keep her job, same as all others who find themselves in her situationHowever, a successful practice should take into consideration also how their employees are perceived by those who make contact, and should address the concern in a professional manner without "taking sides" or allowing the problem employee to answer the complaint in an offended, overly emotional tone the first place(which is what happened upon on my first attempt to contact you through this website)Firstly, I requested a phone call to settle the matterYou are so inconsiderate that you can't even honor that request - much like, again, the first time around, you refused to honor my request for the problem employee NOT to be the one to contact mePerhaps you truly are an "injection only" clinic, and, if so, you need to update your public information(which can be viewed by anyone with access to the internet) that states you are a full-treatment facilityPerhaps you are also very fond of your employee, and are prone to take her word over that of anyone else - loyalty is a good quality, if so, but, again, you are not showing yourself to be a clinic that even "injection only" patients will find the treatment they deserve atThis message will post publicly, and it will be accessible by anyone who wants further information on your practiceEveryone deserves consideration, and I am no exceptionI will await the phone call I requested, if your office decides to make it - I want to hear, out of the doctor's own mouth, that he operates an "injection only" clinic, and offers no other evaluation or treatment methods for the assessment/management of his patients' pain Regards, [redacted]