ComplaintsforSanitas Medical Center

Urgent Care Clinic

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Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
July 2 2024, I was given a referral to a specialist and no they never did a single thing they said. I called them on July 8th 2024 and was put on hold for over an hour and a half then hung up on. After I called back with my insurance rep they proceeded to put us on hold for over 40 minutes and will not answer any questions
Business response
08/05/2024
Good morning,

The Patient Experience Team documented ********************** concerns in our complaint management tool to complete service recovery.

After reviewing our records ****************** was assisted in regards to his referral concerns.

If you have any questions please let us know.
Customer response
08/05/2024

Complaint: 21958114

I am rejecting this response because:

They did not assist in this matter, i had to go into a sanitas locatio. To get this rectified in person

Sincerely,

*************************
Business response
08/13/2024
Good morning. The manager of the center spoke with the patient and clarified their concerns regarding the service and the referral. The patient will continue to visit the ************* location, and the manager provided the patient with their contact information for any future assistance.
Customer response
08/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
07/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The nurse practitioner at Sanitas ****************** had erroneously sent me to the ** for Bradycardia (death). Both the ** doctor and my cardiologist said she should not have sent me to the **. My heart beats per minute (over 60) is NOT Bradycardia. She clearly saw this and should have consulted a doctor from Sanitas clinic. Now I'm stuck with an ** bill for ******. Date of service was June 10, 2024. I'm terribly upset over this and would likek them to pay this bill. They caused alarm, stress, waste of over 5 hours of my time. I went to the clinic for a left knee xray and only to have my blood sugar checked. I did not have chest pain at the time and I told them I had a history of bradycardia which was heredetary and normal for me. But the nurse practitioner does not know how many beats per minute constitute Bradycardia? I mean, she offered me to go by *********. Seriously? I felt perfectly fine. I had been weak from ***********, and that is why I needed to check my blood sugar.
Business response
07/18/2024
Good morning,

The Patient Experience Team documented Beko's concerns in our complaint management tool to complete service recovery.

After reviewing our records Ms. ****** was assisted by the medical director to discuss her concerns.

If you have any questions please let us know.

Thank you!
Customer response
07/29/2024

Complaint: 21949553

I am rejecting this response because: Even though I told my PCP (the medical director - ************************), I don't believe anything was done about this which it should have prompted them to re-train this ****. But of course, they will not accept liability or responsibility here.
What prompted me to file this complaint was my cardiologist's response (he was very upset over this and requested to keep the documents handwritten by the **** from Sanitas Clinic who sent me for 'Bradycardia", and stated she clearly did not know that 60+ heartbeats per minute was normal heart rhythm). He had the same reaction as the ** doctor who stated he did not know why she sent me, that she should not have sent me. Of course, Sanitas does not want to accept responsibility here!! That is a liability. They need to do the right thing and accept responsibility and pay my hospital bill. I have since appealed this to BCBS as of last week.
By the way, I also got a wrong diagnosis for my knee from the same Sanitas clinic per my Orthopedic doctor who took his own x-ray of my knee. So far, 2 incorrect diagnoses.

Sincerely,

*******************
Business response
08/02/2024
Good morning,

The Patient Experience Team documented ****'s concerns in our complaint management tool to complete service recovery.

Ms. **** will be contacted by the office to further discuss.

If you have any questions, please let us know.
Thank you!
Initial Complaint
06/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a Televisit with a Sanitas provider on June 4, 2024 for an infection that developed approximately 2 weeks after my appendectomy on May 1, 2024. The provider prescribed antibiotics and sent in orders for an ultrasound. However, I cannot see either in the Visit Summary which is odd, because there is no mention of the ultra sound or the antibiotics. BTW, I always get a COMPLETE visit summary when I have an in-person visit with Sanitas. I have an appointment with my surgeon tomorrow morning as a follow up to the appendectomy and want to provide him with the bloodwork and urinalysis and further tests from Sanitas providers. Since I cannot find current information on the Sanitas website, I contacted Patient Support. They were NOT HELPFUL AT ALL, and refused to give me the information I needed stating that HIPPA laws prevented it. IT SHOULD BE PART OF MY VISIT SUMMARY and I should be able to see it. I asked that an copy of the conversation be sent to me via email, several times, and it never was. I was able to copy and paste the conversation and will include it here. I also have my Visit Summary but was but was not sure I could send it though this portal. Thank You,***************************
Business response
06/10/2024
Good morning,

The Patient Experience Team documented *********************** concerns in our complaint management tool to complete service recovery.

We take patients feedback seriously and see it as an opportunity to improve our services. Please allow some time for us to investigate this case and contact the patient. We are working with the leads of the center to find the root cause of this complaint and we will be providing you with our findings as soon as possible.
Thank You!
Customer response
06/12/2024

Complaint: 21824543

I am rejecting this response because: Sanitas asked for some time to look into the matter, and contact me with a solution. To date I have not heard back from Sanitas. Thank You

Sincerely,

***************************
Initial Complaint
05/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased SanitasCare, a proprietary service that pays for doctor visits, labs, etc under Sanitas medical, last month around 4/20. This is monthly service, paid monthly, to which I have since not needed since aquiring insurance on 5/1. I was automatically charged for the Sanitas care service on 5/21, in the amount of $50.I have contacted Sanitas Care to have that cancelled and reversed, but have gotten so much push back for such a simple request, I'm now writing to BBB. I keep being told it's being "Investigated" and that I'll be getting an email once a resolution is found, not being clear as to what the resolution or conclusion of that investigation entails. I've now spoken with 5 different agents telling me the same thing, 3 times being told I'd get an answer before 6pm on 5/21. I never got that answer. The last person I spoke to, *********, couldn't even tell me exactly what they were "Investigating", only that they for some reason have to review calls and the reason for cancellations.
Business response
05/28/2024
Good afternoon,

The Patient Experience Team documented ****************** concerns in our complaint management tool to complete service recovery.

We take patients feedback seriously and see it as an opportunity to improve our services. Please allow some time for us to investigate this case and contact the patient. We are working with the leads of the center to find the root cause of this complaint and we will be providing you with our findings as soon as possible.

Thank You!
Customer response
05/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
04/25/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
complete mess in prescriptions
Business response
04/26/2024
Good afternoon,

The Patient Experience Team documented ********************** concerns in our complaint management tool to complete service recovery.

We take patients feedback seriously and see it as an opportunity to improve our services. Please allow some time for us to investigate this case and contact the patient. We are working with the leads of the center to find the root cause of this complaint and we will be providing you with our findings as soon as possible.
Thank You!
Initial Complaint
04/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
*****************************.*********************************** will not transfer my blood pressure prescription of metoprolol. I've called repeatedly , and the office calls back and leaves voicemails stating that I had to be seen by the doctor first. I do not have to see a drloctor for a transfer! I also have new insurance and can't be seen by this facility anymore. This is not a schedule 2 drug. There is no issue with transferring. ********* has also tried to get the transfer, but no one from Sanitas is responding. I can't be seen by my new PCP until mid May. I've been without my med for almost a month.
Business response
04/23/2024
Goodmorning,

The Patient Experience Team documented Mrs. ******** concerns in our complaint management tool to complete service recovery.

We take patients feedback seriously and see it as an opportunity to improve our services. Please allow some time for us to investigate this case and contact the patient. We are working with the leads of the center to find the root cause of this complaint and we will be providing you with our findings as soon as possible.

Thank you!
Initial Complaint
04/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
After being asked to come into the office in person and having been scanned in by the front desk, I was refused a private room to see my designated provider. I repeatedly requested a private room and a place to sit down given my medical symptoms, but the office manager refused. Instead, in the middle of a busy lobby, two employees (*************, **, and *****, office manager) read aloud from my medical chart, even when I asked them to stop. At this point, I was so unwell that I sat down in the nearest chair, which was in the office manager's office. At this point, rather than help me, the office manager called security. The security officer, in turn, escalated the situation further by calling the police, making exaggerated claims that I used force to get in and had barricaded myself inside the office. Meanwhile, the two employees continued to ask me questions about my medical history within earshot of the busy lobby, and continued to read from my chart and speak about my medical history to each other in Spanish in front of me. While I do understand some Spanish, this is not my designated language on my medical chart, meaning this was done intentionally so that I would not understand nor be able to participate in the conversation.When the police officer arrived, she found that there were no barricades and that I was so unwell that I could not walk by myself. The police officer assisted me to my car and advised me to report the facility.
Business response
04/18/2024
Good afternoon,

The Patient Experience Team documented *************************** concerns in our complaint management tool to complete service recovery.

We take patients feedback seriously and see it as an opportunity to improve our services. Please allow some time for us to investigate this case and contact the patient. We are working with the leads of the center to find the root cause of this complaint and we will be providing you with our findings as soon as possible.

Thank you!
Customer response
04/24/2024

Complaint: 21591015

I am rejecting this response because:
The business response states that they will follow up with the BBB after investigating the complaint.
I am awaiting a response regarding their findings. Please do not close this case yet until the business has followed up with this matter.

Thank you,

*************************************
Business response
04/26/2024
Good afternoon,

The Patient Experience Team documented *************************** concerns in our complaint management tool to complete service recovery.

We take patients feedback seriously and see it as an opportunity to improve our services. Please allow some time for us to investigate this case and contact the patient. We are working with the leads of the center to find the root cause of this complaint and we will be providing you with our findings as soon as possible.
Thank You!
Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I got a specialist from My Blue a dermtolgist of Sanitas in *****, Floirda, Sanitas force you to swich Primary Doctor to them to use their specialist. The have a virtual monoply as value added service provider and instead of having the customary referal acceptance from any doctor which is customary, they will not accept this unless you leave your beloved doctor for theirs.This is possibly illegal but in the least case it is in moral and not respectable
Customer response
04/10/2024
There may be a legal case in ******* based on this statue statement, "It is unlawful for any person to monopolize, attempt to monopolize, or combine or conspire with any other person or persons to monopolize any part of trade or commerce in this state." Here is the suspected company and the act, Sanitas medical center does not accept referral to their specialists from any primary doctors not part of there company. To seek access access to specialist in the medical center a person must move their primary care doctor to thier company primary doctors. even though a patient current primary and the medical center are part of the same insurance acceptance network, and there that there is no notes in the insurance directory stipluating the only use of specilist is by moving primary doctors. The excuse that Sanitas is giving to this policy is they are consolidating the use of the specialist for their patients value, sounds pure monopoly to me.
Business response
04/11/2024
Hi ******,
Thank you for letting us know about your recent visit to Sanitas Medical Center. We're sorry to hear that we did not meet your expectations and would like an opportunity to learn more about your experience. Please get in touch with us at ******************************************** so we can assist you.
Kind regards!
Initial Complaint
04/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Only pcp available in my network horrible experience they use contracted doctors that are temporary 90 days then new ones show up I have different provider and now they are using nurses acting as doctors. Ive found it impossible to get appointments and when *** got an appointment they made me wait over an hours time. Ive been admitted into hospital 2 separate times in the last 30 days and they have not followed up with my care or provided any relief for referrals, refills of life saving meds etc. just a complete nightmare experiences. When I look at reviews on ******* yelp, and even the bbb its all people havent the same issues. Something must be done
Business response
04/11/2024
Good afternoon,

The Patient Experience Team documented ************************ concerns in our complaint management tool to complete service recovery.
We take patients feedback seriously and see it as an opportunity to improve our services. Please allow some time for us to investigate this case and contact the patient. We are working with the leads of the center to find the root cause of this complaint and we will be providing you with our findings as soon as possible.
Thank you!
Initial Complaint
03/27/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Im so appalled. Ive been waiting two weeks for simple blood panels. Every time I call and try and find out they patronize me and say look in your Sanitas app when Im checking it daily and they still wont give me my results. If I point that out they keep telling me three to five business days and you cant keep saying that until eventually its true. Like I said its been 15 days, 10 business days, and no one will help me. They keep making hoops for me to jump through like telehealthing a doctor so they can bill my insurance and still wont release my results. I dont know what to do anymore because no one will help me. Im appalled and no one will help me and act like Im insane for wanting my test results. Ive never been so mistreated in my life and my health is depending on the results I get so Im just getting sicker and sicker until they give me the results. I meet with them like they ask, they wont give me the results. I ask for the results. They dont give me the results. I dont know what to do. Employees also refused to give me any identification or pass me to a supervisor. Specifically ******* (called at around 7:40 3/23/24) I have a recording of such and he is aware of it. Video can be made available was too much to upload at the time.
Business response
04/03/2024
Good morning,

Thank you for letting us know about your recent experience at Sanitas Medical Center.

We apologize if our service did not meet your expectations and appreciate you taking the time to share your concerns.

This reply is to let you know that we have received your request and are communicating with the appropriate department in order to better assist you.

We will get back to you as soon as possible!

Thank you for your patience!

Have a good day,

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