The Monroe Clinic, Inc.

We are sorry to hear about this customer's poor experienceIt is our goal to exceed customer expectations not to disappoint. FastCare has been very busy this winter season, and as a waclinic we serve people in the order in which they arrive.Unfortunately we are constrained by
SHOPKO hours. We must make sure all patients and staff are out of the premise by closing time, 9:pm. When we have patients lining up for care, the FastCare team does their best to estimate how many patients can be cared for before the store closesIf additional patients come after that number is identified we let them know that we will be unable to see themIt is not a matter of caregivers wanting to leave work early--it is a matter of wanting to inform patients that they will not be seen because of the number of patients ahead of themeven if we don't close for some time. It is important to note that when there is a long wait we have many customers leave our waiting area to shop the SHOPKO store, so many times it looks like there are fewer people waiting than there actually are. This customer's complaint is an opportunity for us to look at improving our serviceWe continue to seek additional caregivers so we have more capacity to serveWe will review our communicationsit maybe helpful to post the number of people waiting for care in a visible manner so people can understand the wait they might experience. Finally we will engage with the SHOPKO management to see if there are opportunities to allow us more flexibility in closing the clinic when traffic is at its peak. We appreciate the chance to reach out to this customer and express thanks for his input and help him with any unresolved health issues

Review: On 2/10/14, my husband made an appointment with family practice to get pain meds for his back pain (he's had ongoing back problems and surgeries). Family practice wanted to do an an MRI to see if more was going on. To do this, they sent him to the ER for them to do it. He had the MRI and they told us there was nothing else they could do for him.

We then made an appoint at St. Mary's in Madison, WI since Monroe couldn't help.

We took the MRI disk and St. Mary's would have to do another MRI since Monroe's MRI was so horrible, they couldn't see what they needed to see on it.

We were then billed by Monroe for the ER visit when we were at family practice and family practice sent us to the ER.

And also billed for the horrible MRI, which was worthless to the next hospital.Desired Settlement: We would like the ER visit and the MRI that was worthless removed from our bill. We will pay for the family practice visit only.

This is for acct # 42221

Business

Response:

Monroe Clinic has been in contact with [redacted] who filed a complaint with your organization regarding her husband [redacted]'s services. Our Director of Primary Care and Emergency Services spoke with [redacted] earlier this week. The follow up letter which is attached was mailed out to [redacted] yesterday Aug. 21, 2014.

If you have any questions please feel free to contact us.

Thank you