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Complaint Details
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Initial Complaint
04/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
They have been not following through with what they said as I was told I would be put over to a doctor as the neurologist doctor I was seeing at their practice had left. This was not the case I was setup with a nurse and then I am told I can not go to one of the other doctors at Orlando epilepsy center unless I want to go through the process of being established as a new patient. They refused to sign FMLA paperwork for absolute needed tests and there was and still is never anyone available when needed to get my stuff done. I ended up in the hospital and out of work on Medical leave because of retaining urine 12ozs to be exact because my seizures have gotten worse and therefore my brain is not telling my bladder or bowels to empty. I had a really bad kidney infection and because of the pain I had a seizure with stroke like symptoms and admitted to Orlando *******************. Now they are telling me I have to wait 3 months in order to get an appointment I can't go back to work like this I am going to end up back in the hospital if I am not given a sooner visit and I need my work paperwork filled out to extend my medical leave I need the five day study done and my meds to be kept with the same medicine until I really know what meds will control my seizures. I also need a stimulator device sense my seizures are now causing urine retention and over full bladder leakage. I am through with their time if they can make me wait months out for appointments they can fix my issues now, get me in with an actual doctor instead of a nurse, provide me with the documentation I need for leave, get me on actual medicine that works/ treatment plan such as the stimulator device etc.
Business response
05/20/2024
**************,
We are sorry to hear about your dissatisfaction with your service at Orlando Epilepsy Center. We pride ourselves on providing exceptional care to all of our patients.
We have reviewed your recent concerns and can provide you the following solutions
1) An appointment has been scheduled with a physician for 06/10/24 with ***********************. Unfortunately this is our soonest appointment as this provider is currently out of the country. We are able to provide you with an appointment with one of our mid level providers sooner if you feel you need a more urgent care
2) In regards to your FMLA forms; these were recently signed and completed on 05/09/2024. We understand these forms were submitted previously however payment was not submitted in accordance with our company policy to complete these forms. Also previously the amount of leave requested was not in accordance with what was medically necessary for the condition. Your current job duties do not involve any key functions which are contraindicated for patients with your condition.
Although we honor any necessary accommodations that *** be needed in the workplace please keep in mind that extended leaves of absence from work *** not be appropriate or required for every medical illness. The recent forms did provide the necessary accommodations for the requested continuous time off for your medical testing from 05/16-05/21/2024.
We understand that your condition *** require unexplained absences from work and thus will append to recent forms to provider intermittent time off for unexpected exacerbations of your medical illness.
3) We will review your request for a stimulator device at your next scheduled appointment (06/10/2024). Please keep in mind that specific medical criteria is necessary to qualify for the device and we will assess if you are a candidate at your next medical appointment after reviewing your recent testing results.
The above solutions should resolve your recent complaints. If you have any further questions or concerns please contact our office manager.Business response
05/20/2024
**************,
We are sorry to hear about your dissatisfaction with your service at Orlando Epilepsy Center. We pride ourselves on providing exceptional care to all of our patients.
We have reviewed your recent concerns and can provide you the following solutions
1) An appointment has been scheduled with a physician for 06/10/24 with ***********************. Unfortunately this is our soonest appointment as this provider is currently out of the country. We are able to provide you with an appointment with one of our mid level providers sooner if you feel you need a more urgent care
2) In regards to your FMLA forms; these were recently signed and completed on 05/09/2024. We understand these forms were submitted previously however payment was not submitted in accordance with our company policy to complete these forms. Also previously the amount of leave requested was not in accordance with what was medically necessary for the condition. Your current job duties do not involve any key functions which are contraindicated for patients with your condition.
Although we honor any necessary accommodations that *** be needed in the workplace please keep in mind that extended leaves of absence from work *** not be appropriate or required for every medical illness. The recent forms did provide the necessary accommodations for the requested continuous time off for your medical testing from 05/16-05/21/2024.
We understand that your condition *** require unexplained absences from work and thus will append to recent forms to provider intermittent time off for unexpected exacerbations of your medical illness.
3) We will review your request for a stimulator device at your next scheduled appointment (06/10/2024). Please keep in mind that specific medical criteria is necessary to qualify for the device and we will assess if you are a candidate at your next medical appointment after reviewing your recent testing results.
The above solutions should resolve your recent complaints. If you have any further questions or concerns please contact our office manager.Customer response
05/23/2024
Complaint: 21621611
I am rejecting this response because: FMLA was supposed to be filled out before this whole incident happened with ending up in the hospital this never got done. They refused to fill out the leave of absence form for my job for the five day study and the testing was rescheduled 3 times and filled the form out only because of filing this complaint after ending up in the hospital. They also did not provide me with a new neurologist once the doctor left the **************** placing me with only a nurse practitioner. This nurse practitioner was supposed to be temporary and I was told I would be setup with a new neurologist at the ****************. I was yelled at by the office staff at this ********* location and treated poorly over the phone when I asked to be placed with a doctor at the *************** or within the kissimmee office and told I would be considered a new patient there. The only time anything got done with my paperwork was after filing this said Complaint after ending up in the hospital. The follow up appointment and the five day study were not scheduled until after I ended up in the hospital due to not obtaining proper signature work documents to have the 5 day study performed and not having a actual neurologist perform my care. I was lied to and continued to be lied to and treated poorly once the five day study was performed at the Orlando location.
*************************Business response
06/18/2024
**************,
We do sincerely apologize regarding your continued dissatisfaction with your care and reply to your recent complaint. In review of your most recent complaints it appears that this is a continuation of the initial complaint that you have placed.
Regarding your FMLA forms: again we do apologize for what transpired regarding the delay. It looks like there was some confusion as your testing was repeatedly cancelled/ rescheduled. As per our last reply these have since been filled out. Moving forward we do continue to send our sincerest apologies however the forms have since been completed.. If you feel like this request has not been satisfied please call the office so to see how we can rectify further. Due to HIPAA regulations we cannot discuss further details of your health condition in this forum.
Physician request: There has not been another physician located in the ********* office so we were previously unable to honor that request in that location. You have since been scheduled with a new physician at one of our satellite offices on 06/19/2024. Again we apologize for your dissatisfaction but believe that we have moved forward to honor your request. If this accommodation does not rectify your previous request please reach out to the office to let us know.
We do hope that we can continue to reach an agreement regarding your concerns. Please review above and the initial response to see how we have addressed the elements of your complaint. Again we sincerely apologize for any previous inconveniences that these may have caused. If there is any other specific accommodation that you need please let us know what we can do.Business response
06/18/2024
**************,
We do sincerely apologize regarding your continued dissatisfaction with your care and reply to your recent complaint. In review of your most recent complaints it appears that this is a continuation of the initial complaint that you have placed.
Regarding your FMLA forms: again we do apologize for what transpired regarding the delay. It looks like there was some confusion as your testing was repeatedly cancelled/ rescheduled. As per our last reply these have since been filled out. Moving forward we do continue to send our sincerest apologies however the forms have since been completed.. If you feel like this request has not been satisfied please call the office so to see how we can rectify further. Due to HIPAA regulations we cannot discuss further details of your health condition in this forum.
Physician request: There has not been another physician located in the ********* office so we were previously unable to honor that request in that location. You have since been scheduled with a new physician at one of our satellite offices on 06/19/2024. Again we apologize for your dissatisfaction but believe that we have moved forward to honor your request. If this accommodation does not rectify your previous request please reach out to the office to let us know.
We do hope that we can continue to reach an agreement regarding your concerns. Please review above and the initial response to see how we have addressed the elements of your complaint. Again we sincerely apologize for any previous inconveniences that these may have caused. If there is any other specific accommodation that you need please let us know what we can do.Initial Complaint
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Medication was changed against all previous Neurologist notes and family input. LGS is a very hard to control seizure disorder. We spent years working on different medications and doses with a Neurologist in SC. We finally were able to reduce seizures to a few per week. Scott ********** at the last visit reduced one medication and increased another. We informed him that this had already been tried with negative results. He spoke to my wife like she was 10 years old during the entire appointment. A week into this medication change, the frequency of seizures started to increase. I called and asked to be scheduled with a different provider which they accommodated. I also left a VM with the Office Manager on 4/5 stating by desire to discuss the professionalism of Scott and my desire to speak to a DR about this change since Scott is a NP. Today is 4/14 with no return call. My Son had more seizures yesterday than he has had in the last 5 weeks. The only thing that has changed is the medication. Which we informed Scott was going to happen. I called again this morning and was told the office manager was in a meeting and would call back. I explained that I had no faith in that since I had already waited 9 days with no call back. I asked to speak with a DR and was told that wasn't an option. My next step will be to call the Florida Medical BoardBusiness response
05/05/2022
Consumer Response /* (2000, 6, 2022/04/19) */ Business has reached out and offered an acceptable resolution.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.