ComplaintsforActive Podiatry, PC

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred to Active Podiatry by ********* after I was seen in their ER on Sept 23rd for an injury to my foot. I made my follow up appointment with Active Podiatry and was seen on Oct 3. Active Podiatry took X-rays and I met with the doctor. His bedside manner was sorely lacking, but that wasn't the problem. When I called the next day to get a copy of my x-rays for a second opinion, I was told that I would have to wait 10 days until I could get my x-rays. The reason for this wait is that no one will be in their ************ office until then, and they do not have their systems linked. I need a second opinion now and can not wait until October 13th. The customer service that I have received thus far has been rude, condescending and abysmal.

  Business response

  10/14/2022

  I am writing this letter in response to the complaint filed by ********************. She was referred to my office by the ** for a fractured foot. ****************** was evaluated in my ************ office on October 3, 2022. She was accompanied by her sister, who by the way did most of the speaking for her.
  
  During the visit, **Rays of her foot were taken and she was evaluated. We discussed her treatment alternatives both surgical and non surgical. I recommended she stay non-weight bearing on her broken foot to allow for proper healing. After this, she started yelling expletives at me stating "how the f*ck am I supposed to be non weight bearing?" "I have kids to take care of, I am going to lose my sh*t!" The visit ended at that point and she left. She did not reappoint.
  
  The next morning she called the office and started yelling at my office staff demanding her **rays. Due to the fact I have two offices I travel between, and have my staff follow me, it would not have been possible to give her a copy of her **Rays that morning. She called back several times each time more threatening and continued to berate my office staff.
  
  We explained to her that no one was available in the office she was seen at because we were in the ************** office. ******************** did not find this acceptable. At no time did we deny her of her medical records. I have always happily obliged my patients with their records requests. ******************** refused to accept our reason for the delay. The disc with the **Ray images has since been made and will be mailed to her ASAP.
  
  If there was an emergent need for these **Rays she could have also contacted the emergency room she visited and obtained a copy from the Medical Records/Radiology Department.
  
  I have since dismissed ******************** from my practice as I will not tolerate belligerent behavior towards me or my staff.
  
  In twenty four years of practice, this is truly one of the most bizarre and shocking patient encounters. Please do not hesitate to contact me if I can be of any other assistance.
  
  Sincerely,
  
  *******************************, FACFAS
  

  --
  

  Active Podiatry, PC
  **** Lafayette Rd

  **************, ** 47933

  TEL **************
  FAX **************
  
  

  Customer response

  10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  **************** response to my complaint were full of inaccurate statements, therefore I reject his response.  I was accompanied by my older sister to this appointment, she was there for moral support and to be an additional set of ears.  She did not do most of the talking for me, there was no reason for her to do so.  She did ask clarifying questions for her benefit, but in no way did she do the bulk of the talking or speak on my behalf.  Once ************ provided me with his evaluation, I was absolutely upset by the recommendation to be non-weight bearing for 6-8 weeks as this would be a major disruption to my family life, and therefore reacted accordingly.  It has been my experience in a medical setting to be met with a level of compassion or empathy after receiving bad news.  ************ did not provide anything close to that, which made my emotional state worse. I will admit to using profanity, but never once was it directed at the doctor, it was directed at the situation and how my life had been altered by my injury.  I recall apologizing to ************ for my word choice, that I wasn't blaming him or upset with him, rather at the recommendation he provided and the impact it would have on my life.  My sister asked a few follow up questions and asked if I could come back in 3 weeks to be re-evaluated and he replied that we could.  After that, the evaluation was over and we walked to the check-out desk and made a follow up appointment for October 24th.  

  The next morning I called Active Podiatry to ask that my x-rays be sent to ********************* in order to gain a second opinion.  At that time I was told I would have to wait until October 13th because no one would be in the ************ ****** until that time.  I was confused and frustrated that a doctor's ****** wasn't able to access my x-rays from their second ****** that day due to a lack of technology or ability.  I did not yell at the staff at Active Podiatry, I was very frustrated at the poor business practice and customer service I was receiving. I was frustrated because I was trying to advocate for myself and my health.  I questioned how a medical ****** in 2022 could operate in such a manner, in that x-rays were not uploaded to a shared network especially when there is one doctor who travels between two ******s and was scheduled to take time off, and that was the reason I would not be able to access my x-rays until the 13th.  I was called rude many times by the ****** staff, and was told that the doctor wouldn't want to talk to someone as rude as me and would not call me back.  They told me that I must have been rude to the doctor the day before and that was why he did not show any compassion or empathy toward me.  I was highly frustrated that this practice does not have the policies in place to provide their patients access to x-rays in a timely manner.  It was absurd to me that my reaction to their policy was met with such callousness and combative language.  During this phone call, I canceled the appointment that I had made for October 24th.  

  Never in my life have I been described as rude, however with this company I was told just that multiple times during my phone conversations.  I was not belligerent, I was frustrated and advocating for myself.  I was questioning and pushing back on company policies that had a direct impact on my life.  This is my absolute right and duty to question policies that effect me, I will not apologize for that.  Since October 4th, my x-ray images have been mailed to me and I have received a second opinion.  This morning I received a certified letter from ************ stating that he would no longer see me as a patient due to my hostility and disagreement on my treatment protocol.  Since I had already canceled my appointment with his practice there was no need to send this letter. He has not reached out to speak with me about the manner in which his staff treated me or to make this right.  In my dealings with ************ and his practice, it is in the best interest of the Better Business Bureau to not recommend or endorse this practice to the ************ community.  
  Regards,
  
  ******************************;

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩