ComplaintsforAscend Medical

• Initial Complaint

  12/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Provider refuses to permit customers who are hearing impaired or deaf to utilize TRS Relay. Failing to accept calls made using relay services, failing to answer calls made with a TTY / TDD and/or requiring these callers to leave messages which never resulted in a return call or access to services available to individuals without disabilities via telephone, failing to provide effective communication through sign language interpreters upon request during meetings with customers who are deaf or hard of hearing, failing to remove physical barriers to access by individuals with mobility disabilities, or otherwise discriminating against individuals in violation of *** requirements.

  Business response

  01/19/2023

  Good morning- 

  Can you please update any further correspondence to be sent to the following email for Ascend GA? **************************************************. 

  Attached is the response sent on receipt of the notification via mail. This was received over the holidays and with ***************************** no longer with the company there was a slight delay in response. On 1/9/2023, I called and spoke with the BBB representative, our initial complaint only had the notice, and we did not have the scanned image of the actual complaint to respond. On 1/9/2023 we immediately responded with the attached notice sent by mail to the address on the letter. 

  Due to the history with the complainant and the aggressive behavior, false allegations, repetitive disregard for our providers clinical judgement in his best interest we do not feel like further communications is in the best interest for either party. We have shared all information with his ************ Providers to ensure he receives the care he needs immediately. 

  We appreciate the notice and hope the complainant changes his mind and understands we provided all the necessary compliant means of communication, and we want nothing but the best care for him. *****************************

  letter also attached below. 

  January 9, 2023
  
  BBB of Metro Atlanta,****** & NE *******
  235 *****************
  Suite 900
  *******, ** 30303
  ************
  
  RE:         Compliant 18632855
  
  
  To Whom It May ****************** stated, the notification was received over the holidays and unfortunately delayed our response. Ascend would like the opportunity to provide a formal response to the allegations.  
  
  The complainant has corresponded directly with our clinical teams on multiple occasions through TRS relay, email, and texting. During the appointment, a sign language interpreter was recommended and is available upon immediate request through video as part of an ongoing contract with Ascend Medical and Language Line. Our contract ensures that we comply and adhere to ADA ********** requirements as part of our service to our community. The complainant refused the interpreter and demanded to utilize closed captioned communication which we do not have the ability to provide. Ascend was able to assist the complainant with initial concerns through our Telemedicine chat function.  Unfortunately, the allegations and tone of emails, texts and phone relay became so aggressive and accusatory that we have notified the complainant that all communications must be made through the patient portal and should not be directed to any of our Ascend team members directly.
  We appreciate you allowing us to provide documentation on our behalf.
  We are sorry that the complainant feels that we did not do our best and have tried to resolve the complaint one on one to no resolution.
  
  *******************************************************
  
  *****************************
  Chief Operations Officer
  Ascend Medical ********************************************************************** 30326
  Cell: ************

  Customer response

  01/23/2023

  Good afternoon,

  Since I was not able to use the telephone, I was never offered ASL or an interpreter at no time. This is actually the first time that I learned that this was an option which was not offered during my initial televisit. I do not understand how they can "Lie" and say I was aggressive when the only communication was with the *** service in which they attempted to explain how the service works and their response was that they were not deaf and did not need the service. I requested to speak to ********* supervisor as the complaint is actually against ******* for her treatment against me for people who are disabled. I would like to set up an appointment with her supervisor as I have the evidence to support her unprofessionalism to me and the relay operator. I did not authorize the relase of any information which again I will work with the ********** of ****** and ***** Services which is what ******* suggested I contact. The purpose of my contact is that the medication which was sent to me was sent via mail order which I was calling to make a change so I can have the medication delivered same day. The abandonment of care and not a definitive care plan is what I exprienced and I would like to have a dialog with the organization's chief executive officer.

  Business response

  01/24/2023

  Good afternoon ******************, 

  I have fully investigated this incident and feel based on my review of the calls that were made to our call center. During a call that was recorded, an offer for the language line interpreter was offered and refused, I apologize that you do not remember the offering that occurred and is on record for any future complaint responses we will need to provide to HHS or OCR. I will also share with you through the patient portal a signed consent with your name, insurance cards and state issued ID dated 12/18/2022 that provides an overview of release of patient information for the following purposes and fall within compliance of HIPAA.  Consent for Treatment and Payment Agreement-Healthcare Operations include but are not limited to:release of my medical information to any of my physicians and their offices or insurance companies participating in my care or treatment and the quality of that care. I understand that this is given in advance of any specific diagnosis or treatment and that these services are voluntary and that I have the right to refuse these services. 

  I want to again apologize that you are dissatisfied with the service and care you received. Our management team takes these allegations very seriously and have reviewed this case in detail and have provided you with our response. We hope that you are satisfied with the investigation that has taken place to ensure our team followed all compliance requirements. 

  ************************************************

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