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Complaint Details
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Initial Complaint
09/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This claim is related to the sudden termination of my relationship to my providers because of the mistakes made by the office staff. ****** and ***** massively dropped the ball with Florida Blue members and didn't submit recredentialing paperwork on the providers to Florida Blue. This caused me, and a number of patients to be dropped suddenly (without warning) from the care of our providers, including therapists and psychiatrists. When I contracted Florida Blue (FB), I spoke to ******* who informed me that FB would pay for the claims with out of network coverages under the ref # I emailed to ***** and *************I am aware that Mistakes happen, so I asked for a resolution that could be compromised between them, my insurance, and me. The office staff (primarily ******) refused to offer me an out of network benefit option, refused to rectify the mistakes she and her staff made, and did nothing to support my mental health; effectively treating me like I was a nuance. I and my two providers were punished for the mistakes of the office staff, and I was rejected from being seen or even having the courtesy of a resolution for their mistake. To make myself clear, I was seeing a therapist twice a week, and a psychiatric nurse once a month for medication management. During the middle of the month, and without any warning at all, I was told by my providers that they were no longer able to see me. This was incredibly damaging to my mental health as I feel rejected, angry, abandoned, lied to, and massively let down and disappointed by this organization. I have never had a situation with my insurance in which I was suddenly removed from a provider. I deserve to be able to see my care team without interruptions, as the company must be responsible for the cost of the mistake made, and I request that they come up with an immediate compromise to make that happen. At this point, I additionally request a full refund of payments I have made for a failure to comply on their end.
Business response
11/02/2022
HIPAA is designed to protect a patient's confidentiality. It is the policy of Direct Access not to confirm, deny, or engage in consumer concerns in an open forum.Customer response
11/07/2022
Complaint: 18030404
I am rejecting this response because: It does not settle the issues that I have mentioned in my complaint. You do need to share my personal medical history to respond to the complaint.
Sincerely,
***********************Business response
11/09/2022
I am sorry that you don't like our response but, HIPAA is designed to protect a patient's confidentiality. It is the policy of Direct Access not to confirm, deny, or engage in consumer concerns in an open forum.
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