ComplaintsforGastro SB Clinic
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Complaint Details
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Initial Complaint
09/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made an appointment several weeks ago via phone call and was never told that I needed to send a picture of my ID via text to them. That seems unsafe because text messages can be intercepted and hacked. The initial consultation was over the phone and not in person, making me feel even more unsafe. THE *** OF THE APPOINTMENT They called from a weird number in which they just asked for my ID and when I was unwilling to provide it to them over text message they cancelled my appointment. When I called them back I explained my situation and that when I made the appointment they should have explained their process and should have set expectations. The person was not apologetic and when I asked for the manager in an attempt to not have my appointment canceled they said that the manager was not available. i should have had the chance to speak to the doctor myself and explain my situation and they did not even offer that.Business response
10/02/2023
Good ********************************************************* policy is to verify identity of patients before visits. option to submit documents are the following:
1. Text ( HIPAA COMPLIANCE NUMBER)
2. EMAIL (HIPAA COMPLIANCE EMAIL)
3. BRING DOCUMENTS IN PERSON TO OUR OFFICE.
Patient was asked before appointment to submit documents via text or email.
If you have further question feel free to call us at ************.
Thank You
Customer response
10/02/2023
When I called and made the appointment initially they did not ask me to provide my ID nor did they explain that I had to by the appointment date. Their response might be protocol but was not explained when I started my process with them..ask them to verify through the phone call when I mad the appointment initially. Also I called my primary care doctor's ****** and they also advised that this is not customer procedure that they were aware of. They are lying.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.