ComplaintsforKentuckyCare Mayfield

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have been my Dr for a few years. In that time there have been over a dozen issues. From not booking rides or appts to sheer staff incompetence It doesn't do to file complaints with them because they do nothing. They endanger my life with incompetent care. I want this on the bbb record. I'm filing with other agencies well. Very bad healthcare company. And they could care less.

  Business response

  09/20/2023

  We have investigated a few complaints from this patient. Most of the complaints have had no findings in his favor. In one instance, he was upset of a wheelchair battery and in that instance, we were waiting on documentation from Pennyrile Home Medical. In another instance is complained about front office staff not checking him in timely and spending too much time in the waiting room but the encounter time stamps did not agree. In one instance his complaint was about me not answering my phone. This patient has my personal cell phone number (given by a front office staff) and he called me at 5:30a when I didn't answer he left an irate voicemail and submitted a complaint on the website. I think I may be leaving out one or two, but he is routinely unhappy with us and the service we provide. 
  
  In the current situation we were at fault. He was put on the transportation schedule and not on the provider schedule. When he called to see why transportation hadn't arrived centralized scheduling told him he wasn't scheduled. Not long after that call the transportation vehicle showed up at his house to get him, and that sent him into a tailspin. I will share the voicemail I received from him with you as well informing me that he would "bury us in complaints". (I have already been contacted by KEPRO the Medicare complaint division as well.) I called the patient to let him know that this was our mistake, and we would do what we could to make this right and let him know we had made an error but when trying to say this to the patient he was just belligerent and hung up on me. During my conversation with the lady from KEPRO I agreed to try to reach out to him again one day next week after he has had time to calm down.   

  Customer response

  09/21/2023

   
  Complaint: ********
  
  I am rejecting this response because:they are liars. Many more issues happened over the 3 yrs I was a patient. They are lying to cover there asses. And yes I will keep complaining until this corrupt co.pany acknowledes there incompetence.
  
  Sincerely,
  
  **** *******

*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. ↩