Complaints

This profile includes complaints for Presbyterian Healthcare Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Presbyterian Healthcare Services has 26 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Presbyterian Healthcare Services

  PO Box 26666 Albuquerque, NM 87125-6666

• 

  Presbyterian Healthcare Services

  4005 High Resort Blvd SE Rio Rancho, NM 87124-5906

• 

  Presbyterian Healthcare Services

  PO Box 27822 Albuquerque, NM 87125-7822

• 

  Presbyterian Healthcare Services

  8300 Constitution Ave NE Albuquerque, NM 87110-7613

• 

  Presbyterian Healthcare Services

  11 Elliott Barker Ln Angel Fire, NM 87710

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a reimbursement for native Americans called the traditional healing benefit awarded to natives. It's a $300 check for individuals to be reimbursed for our practices. I've done several applications for this benefit that we are entitled with. In 2022 sent out four applications for myself and three children. I received two checks, one for myself and my youngest son. I called for a reason why I did not receive the checks for my two other children and was told , they (Presbyterian) will track the check to see what happened and to call back in 3-4 weeks to get info on what happened. I called for the remainder of the year regarding and several check tracers later. those two checks i never got an answer for because new year started Presbyterian was not able to work on anything from the prior year ......fast forward to 2024 I did 4 applications in August and was told the checks had been mailed out and I have to wait 5 -6 weeks and I called to ask about the check and was told to submit another application. I did do 4 more applications for the traditional healing benefit again and it was denied because checks had already been issued in August so they are going to do another check tracing. I'm going to place another application for the year of 2025 but I realized they are not going to resolve this issue with out support from another source....or something is wrong with this program and is fraudulent. But I'm tired of calling and not getting a real answer..I call to ask about the checks and all I get is a check tracers and told I will get a call. I've called about atleast 7 times for the first checks in 2022, twice for the 2024 checks in August and I'm going to send out some applications for this year 2025 and because of the wait procedure of 3-5 weeks wait time in 2022 before you can call and ask about about the checks, the year ended w/o a resolution. So this past 2024 time frame has changed to 6-7 weeks and I must wait but I'm sure no resolve will be made.

  Business Response

  Date: 02/28/2025

  Dear BBB,

  The assigned Research Specialist attempted to contact the member on 02/24/2025 at 1:07 PM and left a message. We are processing their concerns and will respond in writing on or before 03/23/2025.

  Sincerely,

  **** **  -Patient Relations

   Presbyterian HealthCare Services

   

  Business Response

  Date: 03/11/2025

  I will be on PTO on Thursday 3/5/2025 returning March 11, 2025.  If you need assistance please contact **** ***** ***** @ *********@phs.org or send email to ***********@phs.org
  Thank you,

• Initial Complaint

  Date:11/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am formally filing a complaint against Presbyterian Rust Hospital regarding an unjust billing issue that has been ongoing for over 18 months. I was hospitalized on January 3, 2023, after falling down the stairs at 9 months pregnant. I had already confirmed that I had flu-like symptoms when I arrived and had tested positive days prior. Despite this, the medical staff insisted on performing a COVID-19 test, which I did not request and did not want. I was subsequently billed over $580 for this COVID test. Since then, I have made repeated efforts to resolve this issue. I have contacted the hospital's billing department on more than 15 occasions to dispute the charge, and each time, I was assured that the issue would be handled, that the charge would be resubmitted with a different billing code, or that it would be written off if insurance did not cover it after the 6+ 3 way calls when it was never resubmitted properly according to my insurance. Despite these assurances, the issue was never resolved, and today, I received a collection notice for $720. This is a direct violation of the promises made to me during previous calls, where I was told that the charge would not be sent to collections and that the matter would be taken care of. I have also requested to speak with a supervisor on 4 separate occasions, but I have never received any follow-up communication. I have consistently paid every other bill I have received, including my entire delivery, but I will not pay for a service I did not request or consent to, especially when I have been assured that this would be resolved multiple times over the past 18 months, not to mention the absolutely ridiculous cost for a covid swab. I respectfully request the following: 1. Immediate removal of the collection notice from my account. 2. Resolution of the billing issue by resubmitting the charges correctly or, if necessary, writing off the amount due.

  Business Response

  Date: 11/22/2024

  We will reaching out to the consumer today. 

  Business Response

  Date: 12/10/2024

  Thank you for contacting Presbyterian. We have received your e-mail and a member of our service team will respond back to you within 1 business day.

  
  

• Initial Complaint

  Date:09/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill through MyChart Presbyterian for the birth of my son. I paid it through the portal on 8/11/2023. When I submitted the payment I got a notification that there was an error on the system and that the payment was not processed, so I repeated the payment and submitted it a second time. Later that week I looked at my bank account and it showed two withdrawal payments to Presbyterian having withdrawn on 8/13/23. I contacted the billing department through the avenues provided, and they stated that they did not show a duplicate payment and that I should contact the credit union to find a resolution. I did that and they agreed that it was a duplicate payment and that they could retract one of them, so they did. In November of 2023, I received a duplicate bill as though I never paid it in August. I have met with the billing department multiple times, supplied documentation as proof of payment, corresponded through email with individual representatives with the billing department as with the billing research department specifically. All correspondence and supporting documents are attached. Every time I ask to speak to someone in person who can assist me, I am denied. I have spent close to 50hrs trying to resolve this issue and have had no success. My bill has been sent to collections and I would just like it to be resolved.

  Business Response

  Date: 10/03/2024

  Dear BBB,

  We have reached out to patient and are processing her grievance. We will be responding to the patient by letter at the end of our review.

  Sincerely, 

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

  Presbyterian HealthCare Services

   

• Initial Complaint

  Date:07/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in to see Dr. Ybing ** for my annual physical on July 11 at his office at 5550 Wyoming Blvd. NE and two weeks later I get a bill for over $133 saying that my insurance company (that pays 100% for annual physicals) didn't pay part of it. When I looked into it, Dr. ** charged a fortune for the physical (which the insurance covered) but added a charge for an "office call" and decided to code my lab work as not related to my physical (though it was ALL part of my physical). When I asked his office why I was billed for a physical and an office call they said that because I discussed knee pain the 16-minute visit was more than just a physical. I told them that I mentioned the knee because Dr. ** asked how I was feeling, presumably as part of the physical. Regarding the labs, they acknowledged that I was there for my annual physical, but it is their "policy" to not code labs as related to a physical if any other issues are discussed. Hours and hours on the phone and now I'm left with $133 in bills.

  Business Response

  Date: 08/08/2024

  We have been in contact with the patient and will be responding to all his concerns he shared with your office. 

  Sincerely,

  Jana M, Patient Relations-Coordinator

  Presbyterian HealthCare Services

   

   

  Customer Answer

  Date: 08/08/2024

  Complaint: ********
  
  I am rejecting this response because:  Presbyterian is still investigating the claim and will make a determination.  I thought the billing issue was just a mistake on their part that was easy to fix, but it appears it was not a mistake.
  
  
  
  Regards,
  
  ***** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 08/22/2024

  Dear BBB,

  We reached out to the patient again in writing on 8/19/2014 addressing his concerns reported to BBB.

  Sincerely,

  Jana M., Patient Relations

  Presbyterian HealthCare Services

  Customer Answer

  Date: 08/23/2024

  Complaint: ********
  
  I am rejecting this response because:  The provider says that their unethical billing practices are not a mistake and that they intended to bill me for both an annual physical and an office visit for the 16 minutes Dr. ** saw me, even though I did not request an office visit.  I thought they had simply made a mistake, but their unethical billing is apparently part of their policy.  Future patients need to be warned.
  
  
  
  Regards,
  
  ***** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 19,2022, I saw my primary care physician, Dr. ************ for my annual medicare well check up. Pres. Healthcare schedulers made a mistake and scheduled me one day (24 hours) before I was eligible for the no cost well check up through medicare. Unfortunately during this time period my mother was given less than eight weeks to live, and my father (who was also terminally ill) and I were her primary caregivers. I did not have the luxury of the time to reschedule nor was that option explained to me. Instead in order to be seen, I was required to sign a form stating I wanted to be seen as Dr. ************ wanted to cover up a mistake made by their scheduling department. I made arrangements to have someone watch my mother while I was at the doctor. Dr. ************* nurse said we need to train the schedulers. I received an invoice of $92.61, and I appealed to the call center, and filed a written appeal with Presbyteriian. The appeal was denied, and when I called the call center the individual said you want to "appeal an appeal." I attempted to get in touch with upper management, and that information is not provided by Presbyterian. On 08/14/2023 I sent a letter to **** *******, President (CEO) with the aforementioned details, and I never received a reply. I did not make a mistake in scheduling the wrong date for my appointment, yet I am being forced to pay $92.61. I am on a fixed income, and my mother died on 12/17/2023, my father died on 04/21/2024. I did not have time to be away from them, and Pres. staff were well aware of my dilemma. I cannot get anyone to listen to me at Pres. because they are standing behind a protocol to cover their clerk's mistake with no consideration for my signing their document under extreme duress I need for Pres. to remove my $92.61 amount due. Pres. needs to train their schedulers to be more diligent, and for staff to be more empathetic when a patient is struggling with extreme circumstances.

  Business Response

  Date: 11/08/2023

  Hello,

  We reached out to the patient by telephone to listen to and confirm their concerns. We also sent them a letter addressing their concerns. 

  Sincerely,

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

  Presbyterian HealthCare Service

   

• Initial Complaint

  Date:03/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Office visit took place on Sep. 15 2022. In my appointment on June 16, 2022; my lab test results showed that I had results that put me in the diabetic range. On the Sep. 15 visit, the diabetic diagnosis from previous visit automatically triggered new tests specific to the condition. During the visit, a blood test was done, an eye exam, and an inspection of my feet. At the time of these new additional tests, I was not informed that any part of the services would not or might not be connected by my Presbyterian provided health insurance. Sometime the Sep. 15 office visit, I noticed a balance due showing in my account. I immediately called customer service and was told that the charges had not processed through the insurance payment process and that once that happened that there would be no payment amount due. During the interim, I recorded statements by mail stating that I owed the original amount of $148.07. I called Presbyterian today, 03/07/2023 to discuss the matter and was told that my account was now in collections. I let the customer service representative know the chain of events and that the response I was given to call the collection agency was and is unacceptable. She filled a grievance on my behalf and I told her that I would be contacted the BBB.

  Business Response

  Date: 03/16/2023

  Dear BBB,

  We have contacted the patient verbally and sent them a letter addressing their concern they reported to your office. 

  Sincerely,

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

  Presbyterian HealthCare Services

   

   

• Initial Complaint

  Date:09/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having difficulty getting Presbyterian Healthcare Services to bill my insurance for the attached bill. Sadly, this won't be the first time Presbyterian neglected to bill my insurance. I have requested multiple times through written correspondence that they please bill my health insurance, yet instead they have continued to ignore my written requests to bill the following insurance: ******* PO Box ***** ******, ** *****-**** Send electronic claims through Emdeon: payer ID is *****. Please request that Presbyterian bill *******. Thank you, ******* *********  PS My member number is my SS number, which they already have.

  Business Response

  Date: 09/23/2022

  Hello, 

  I contacted the patient and addressed their concerns and sent them a letter with the outcome of their review. 

  Sincerely, 

  /s/ Sasha R on behalf of Jana M Coordinator 

• Initial Complaint

  Date:09/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4 March 2022 I went to the Pres Now Urgent / Emergency care clinic at 4515 Coors Blvd. NW 87120 for treatment for vomiting and dehydration, presumably due to eating spoiled salad greens. I had received treatment for a similar condition in 2021, receiving IV fluids and an anti-nausea medication, and was charged the $350.00 emergency visit fee. I have also received care at this location for an animal bite. In the animal bite occasion, I was charged the $350.00 emergency visit fee, and the PA said he'd like to do x-rays of my hand, and this would be at additional cost, and asked if I consented to this, which I did. In the 4 March case, the staff took a blood sample and gave me IV fluids, anti-nausea medication, pain medication, and an acid-blocker. At the end of my visit, the doctor came to my room and discussed what she thought my condition was and gave me instructions for home / after care, including getting prescription medications at a local pharmacy. At no time was the need for any test(s) not covered under the emergency fee ($350.00) discussed. This was not a life-threatening condition; there was no need for extraordinary diagnostics or treatment which could not be discussed with me or performed without my consent due to urgency. At the beginning of April I received a bill for $3,184.00 minus a $955.20 self-pay discount for a total of $1,878.00. Presbyterian's stated policy is to discuss healthcare options with patients so the patient can make informed healthcare decisions; this was not done in this case. It is my position that because Presbyterian did not follow their policy or previous practice by not seeking my consent for the unnecessary additional tests, Presbyterian should absorb the cost of these tests.

  Business Response

  Date: 11/01/2022

  Hello,

  We reached out to the patient on 4/15/2022 verbally and in writing. We addressed the concerns and mailed 2 more letters. 1 on 4/29/2022 and another one 7/14/2022. Today, the letters were mailed again.

   

  Sincerely,

   

   

  Presbyterian HealthCare Services

   Jana M. Patient Relations, Coordinator

   

   

   

• Initial Complaint

  Date:08/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a grievance in March of 2022 for services rendered Urgent Care but was charged for ER. I paid at the time of service. I sent a letter to the person that handles grievances. I received a letter stating that the wrong billing code was used and therefore validating my grievance and return of money paid. I have spoken monthly about what is owed to me and get every excuse possible! It started with a $400 return and as of last month was a $300 return. They will not pay me my money! I would have been sent to collections if I didn’t pay them money owed! I have a letter from individual stating the billing code error. I just want my money owed to me that they agree they owe me but refuse to pay me! Letter to me dated 3-24-22 is just verification that my grievance had been received. The letter dated 3-30-22 states the bill coding error. Every time I call the phone says “this call may be recorded.” My file should have ever phone call made along with every excuse they have given.

  Business Response

  Date: 09/01/2022

  Hello, 

  I contacted the patient and addressed their concerns and sent them a letter with the outcome of their review. 

  Sincerely, 

  /s/ Sasha R. on behalf of Jana M

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ******** ****** filed a complaint on behalf of my wife ******** ****** who had a telemedicine appointment on 5/23/2022 with Dr. Martinez, pharmacist with the GI Department. Nobody called. Patient relations sent us a letter dated 7/15/2022 stating the doctor did call but the call went straight to voicemail. I stated that nobody called us. I offered our T-Mobile call logs as proof. I also requested Presbyterian's call log for 5/23. The appointment was at 08:30. PtRelations has not responded to my email request. I just assumed the doctor did not know how to place a three-way call (my wife needs a Mandarin interpreter), but he insists he called so it is obvious that he misdialed our number or forgot to dial the (505) area code first. I am filing this complaint since PtRelations has not responded to my email. I find that troubling. I had to reschedule my wife's appointment which took about two months. This is not acceptable care and PtRelations still has not acknowledge the screwup. The T-Mobile logs are independent of my statement and clearly show no calls received from Presbyterian on 5/23/2022. I'd love to see Presbyterian's call log for 5/23/2022. Our phone number is verified at every appointment. It's been over three months now. Presbyterian needs to take responsibility for this. I have attached copies of PtRelations response letter and my email response which has gone unanswered.

  Business Response

  Date: 10/03/2022

  The grievance has been responded to. The POA has been contacted and notified in writing by mail.

   

  Sincerely,

  Presbyterian Patient Relations 

  Jana M.

   

  Customer Answer

  Date: 10/03/2022

  Complaint: ********
  
  I am rejecting this response because:

  In the Presbyterian Patient Relations response letter dated 7/15/2022:  They got my name wrong (never acknowledged that error nor apologized).  The main issue is that Presbyterian continues to ignore the fact that T-Mobile's call log for the day of my wife's appointment show that Presbyterian never called all day **************.  I also attached my wife's call log because I used her phone ************** to call the Presbyterian GI Department at 0832 (note the logs are CDT not MDT) to find out what was going on.  I was told that the doctor was running late but would call us.  He never did.  Everything else in the 7/15/2022 response letter is just noise.  Patient Relations is not about customer service nor care.  Their job is obviously to avoid any admission wrongdoing/liability to avoid lawsuits.  To imply in the 7/15/2022 response letter that I or my phone is the problem is not acceptable.  I've was on 100% telework for 2020-2021 and now am teleworking 60% of the week so I obviously need a reliable phone.  I would also point out that we have used several telemed calls with my wife's oncologist with no issue.  We have also done a televideo call with her liver transplant specialist in Denver Colorado with no issue.  Our *********** phone number is verified every time I call to make appointments for my wife as well as at check-in.  The screwup was by Presbyterian and there simply is no denying it.  Presbyterian needs to be accountable, take responsibility so that this error is not repeated again in the future.
  
  Regards,
  
  ******* *****

  
  

  Business Response

  Date: 10/17/2022

  Dear ***,

  We will be mailing another letter to the patient today.

  Thank you

   

  Jana M.

  Presbyterian Patient Relations

  Customer Answer

  Date: 10/17/2022

  Complaint: ********
  
  I am rejecting this response because:  I received a copy of Patient Relations response letter to the *** last Friday afternoon.  The letter states it acknowledges and is responding to my concerns, but it doesn’t.  None of their letters have.  Patient Relations continues to ignore my statements about the T-Mobile call log that proves no calls from anyone on 5/23/2022 occurred.  That is a fact.  There is only my call to Presbyterian to speak with the doctor 1249 CDT.  That was not allowed so all I could do was reschedule my wife's appointment with no explanation as to why the doctor never called us.  To tell *** or ***** otherwise is a lie.  Presbyterian does not want to acknowledge the doctor screwed up my wife’s appointment.  This is not acceptable.
  
  I brought the call log to S**** R’s attention back in August yet she still does not acknowledge that.  I talked to her on the phone about this and emailed it to her on 8/19/2022 per her request.  She still does not acknowledge the fact that nobody called us as she claims.  She has never mentioned the call log in any of her so called response letters to address my concerns, yet it is stated in my complaint to *** and I think previously to *****.  I also asked her if she had checked Presbyterian’s call log for 5/23/2022 to see who the doctor actually tried calling.  She stated that she had not.  I find that ironic since her job title states that she is a Research Specialist.
  
  S**** R states the doctor attempted to call us.  Maybe he attempted to call somebody but it clearly was not us per the T-Mobile call log as I have been stating.  Note that the call logs are recorded in CDT not MDT.  Also worth noting is ********* call log that shows me calling the GI Department ***** ******** at **** on 5/23/2022 to find out why we had not been called for the 0830 appointment on our number on record with Presbyterian.  The receptionist told me that the doctor was running late, but he would call us.  Nobody ever call as I have always stated and that is supported by the T-Mobile call log.  The error was on the part of the doctor not us.  Presbyterian needs to take responsibility and acknowledge the error was the doctor's not ours.  Otherwise no corrective action will ever be taken to prevent this from happening to other patients in the future.
  
  Regards,
  
  ******* *****