ComplaintsforHeritage Health
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Complaint Details
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Initial Complaint
05/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was in the ** with health issues and the ** advised me to follow up with my primary care provider promptly to figure out my issue and I went straight to my doctor got blood work done and I waited over a week and a half for results and called several times with promises that they would contact me with results as a result of the outcome and several nurses telling me that it was unacceptable that the facility has not contacted me regarding my test results or uploaded them in my portal is absolutely unacceptable. I have switched providers and think other people need to be aware of how many doctors come and go at this facility and that there is no follow up. . I should not be charged nor my insurance for these services as they were supposed to be prompt and this way it has caused me to have to switch providers because this is a serious medical issue and I need to get it resolved.Business response
05/31/2023
We are following up with clinical leadership and billing leadership asking for a full review to determine the delay in results routing as well as whether, or not, it's appropriate to waive patient's last visit fees per her request. I'll provide an update as soon as our clinical and billing leaders have completed their review.Customer response
05/31/2023
Complaint: 20025321
I am rejecting this response because: Because I came into the office to get my records to transfer providers and the front desk girls told me that the Dr went on vacation and closed out my results. I do not feel like I need to pay for a visit that I never got results for and to this day still have no results due to a Dr being irresponsible and closing out files to go on vacation. I know accidents happen and that's fine but after calling for weeks another provider could have easily read me my results or a phone call would have been nice. The girls at the front desk are wonderful but that clinic really needs to get it together. Dr are constantly leaving there is no consistency and very unprofessional.
Sincerely,
***************************Business response
06/01/2023
Our clinical and billing leadership reviewed the scenario and concerns in question, and have agreed to waive the clinic visit fees, so there will be no charges that will go to ***************************, nor her insurance. Moreover, we will be working w/ Labcorp to assume responsibility for the lab fees as well, so those charges should also be waived. My last response was only to keep BBB and patient aware of where we were at with this complaint, as it wasn't a proposed resolution, but I wasn't able to respond further.
Sincerely,
*********************
Customer response
06/05/2023
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,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.