Tri-Area Community Health Center

Review: I called the Tri-Area Community Health Center (TACH) on Monday 3/2/2015 to setup an appointment for blood work. The receptionist informed me that I would not be able to do blood work unless there was an order to do so. She looked in my record and saw that Dr. [redacted] did write in my record from previous visit in August, that I needed blood work performed in six months. Therefore, she stated that I did have an order and scheduled me an appointment on 3/4/2015 9:25AM.Upon arrival, the lab technician told me that I did not have an order and she would not be able to draw blood. I informed them that the person scheduling my appointment had told me that she saw the comments from Dr. [redacted] in my record and therefore, did have an order. The receptionist confirmed that she too could see those comments in my record. The lab tech said that was not an order and would not be able to draw blood. She went on to explain that Dr. [redacted] preferred to have patients blood drawn on the same day they see her. Not to have the blood test done first. She expressed that the Dr. gets mad when people question her on that.I had taken a day off from work and should not be penalized for a mistake that was clearly the facilities fault. I expressed this and was under the impression that they would rather inconvenience me than to talk to the Dr.I asked the receptionist if I could speak with a manager. She asked what manager. I said whatever manager that handles scheduling. She said no and handed me a complaint form. I asked her if she could see who it was that scheduled my appointment. She said that she could not. I find that hard to believe with the computer system they use. I took the form and decided to write Revdex.com.There are no instructions on the form for return. My assumption is to hand it back to the desk. If that is true, I have no confidence that the form would even make it to upper management. Before I left I asked for their names.Receptionist: Brandy Bryant Lab Tech: [redacted]Desired Settlement: My settlement is one day of pay since I took a day off for this. I work at [redacted] and make $51.68 per hour. An 8 hour day is $413.44I am requesting $413.44 for compensation.

Consumer

Response:

Would like an explanation of why could not get my blood drawn that day.

Business

Response:

It is very disappointing to hear that this patient felt the need to complain to the Revdex.com andnot return his complaint form. All complaints are taken very seriously.I am not making excuses for the staffs error in judgement in dealing with this patient;however we changed computer systems in August 2014. The old system would allowfor clinical staff other than providers to place orders, the new system will only allowmedical providers to enter lab orders.The receptionist was mistaken in scheduling Mr. [redacted] to come in to have lab drawnprior to his visit. Providers may choose whether to pre-draw lab or order lab during thevisit. There were no orders entered for the lab to be drawn prior to the visit. There was amention of labs in his chart with the note "Will do routine labs for chronic conditions nextoffice visit in 6 months. Return in six months, fasting". The phone receptionist mistakenlyread the office note and assumed there were orders.When Mr. [redacted] came in for his lab appointment, the lab technician could not find anyorders. The lab technician and receptionist apologized to him for the error andexplained that without orders they did not know what tests to perform. The provider wasseeing other patients at the time, and having been six months since his last visit, wouldhave needed to examine him for his current medical conditions before placing laborders.This was explained to Mr. [redacted] and the receptionist again apologized. We had noopen appointments for the provider that morning, but he was offered an appointment forthat afternoon and the next morning which he declined both.He asked to speak to the person who manages the doctors. The receptionist followedour protocol and gave him a complaint form. Our policy is that patient complaints mustbe presented in writing. If the patient had returned his form he would have beencontacted and an explanation would have been given to him.We will contact this patient with an explanation and offer apologies for hisinconvenience.Sincerely,[redacted], RNClinical Operations Director

Consumer

Response:

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.

In the response it is said that I was offered an appointment for later that same day as well as the next day. This is NOT true. I was only offered the option to come back the following day. I stated that I could not since I had already taken a day off for my scheduled appointment. I would not be able to take another day off. If I would have been offered the option for later that day I would have accepted. That was never offered.

Regards,