ComplaintsforImaging Healthcare Specialists

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 19, ******************************************************************* was very rude and I believe the way she did the did test was not appropriate, she make me suffer without reason and I think it was the main reason my results came up abnormal. I call to speak with manager in charge of department, they transfer me to ********************* to get an explanation of how procedure suppose to be done and she refer me to ********* Which I don't think that was an appropriate response. Ever since I was trying to talk to someone else but over the general customer phone they keep me waiting for someone and at the end they said they will call me back and there is none who can talk to me about this incident that affected my life and cause me a psychological trauma because I thought I was going to die due to the reason of my test result that became abnormal.

  

  Business response

  08/23/2023

  We take patient care very seriously and make every effort to address any patient concerns as soon as we are made aware of them.  In ************************* case, we documented every contact made with her in order to continue to understand the issue.  In review of the documents, it is noted that the patient had her screening exam on May 19th, 2023.  We received no complaints regarding this exam. The results of the exam called for further imaging be performed a diagnostic mammogram and an ultrasound. Our team worked with *********************** to get her scheduled for these exams on June 8, 2023.  We didnt hear from this patient again until June 13, 2023, when she called at 10:42am to file a complaint.  She was offered to speak to the office manager, but she requested to speak to the **ray manager only. The **ray manager spoke with her, however, he explained that she should speak with the Mammogram Director and was transferred to her. The Mammogram Director, *******************, doesnt speak Spanish and recognized there was a language barrier and therefore, had one of our Spanish speaking team members speak with her.  The Spanish speaking team member stated that she had a difficult time understanding the patient.  We escalated this to our associate director who speaks Spanish also. He called her but she didnt pick up and he left a message, but we havent received a return call from her yet. 
  We understand that having a positive finding on an exam can be stressful and we do everything in our power to make it as stress free for patients as possible.  We are disappointed that *********************** interpreted our attempt to communicate with her as discrimination and we have continued to reach her to provide detailed explanation of treatment and apologize for any misunderstanding. She has yet to return any of our calls or answer when we call her. 

  Customer response

  08/23/2023

  Thank you for your response, but what is written is very wrong! 1st- *** center there did not offer me a sooner appointment what so ever, they got me schedule until the end of July! there got to be records for that! I was the one who look for all over ********* other locations for a sooner appointment, no matter how far away from my house it was!! 2nd- the person ******************* send me to ****** to check on how the procedure is to be done, since I ask her nicely to tell me what I did not understood! That was not a professional way of a speaking from a Director Manager!! 3rd- I was the one who suggest a second call for spanish speaking person but they young girl who call me back sounded like have never had a mammogram before when I ask her about the test she did not know what I was talking about!. -waisted call- ;(  From there I was calling and calling requesting speak with someone else, and the phone  operators always ask me the reason for and had me on hold for long time and that is not acceptable! I wish the highest person above the person ***** position talks to me  about this incident so I can explain with apples and pears- on my way that  I assure you it is not difficult to understand. All I am asking is for patience talk and do not think of me like I am a ****** person that does not understand the English language. Please and thank you! 

  Ps-***re were two numbers left on my voice message but not sure which one is the right person/ number to talk about my concern, the two were not identified; Since every time I called and spoke, there was the same answer: they had my information and someone will call me back!!  No luck for it!  From the last time, I was advised to call my medical insurance instead.

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