ComplaintsforHuman Behavior Institute Clinical Services

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My son went to PHP there in 2019. They screwed up his insurance billing. Now in 2023, because of their billing mistake, I have to pay a collection agency $888! When I called the billing office last week (2023) to confirm, they said my account was in archive status and they could not access any information.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since April I have been having difficulties with this company due to non accommodations along with causing harm to my mental health. I have expressed to them that the medications that I was on so not work well with my body and I have still not had a successful appointment with my psychiatrist due to the company constantly canceling my appointments and or not confirming them. Now I have been told that I cannot shave an app with him over the phone and have to see him in person. I've expressed that this doesn't work with my schedule. They never referred me out to another psychiatrist or therapist for the meantime since having the issue. With my therapist sessions I last saw her in March and wasn't until July 25th when I finally saw her. Same issues would occur with them canceling my therapy sessions as well as not accommodating me with being able to have session with her over the phone. When constantly requesting to speak to a supervisor I never would receive a call back and would constantly get sent to voicemail. Since all of this occurring beginning of April my mental health has been not taken seriously, caused more harm, neglected, and not accommodated by the office staff that makes the scheduling. I have expressed to them on numerous occasions the importance of seeing my psychiatrist and therapist and never once did they refer me to an outside source for the time being until I could see my current ones. My mental health conditions are not ones in which I could go without. I am considered mentally disabled and have not been supported with the proper care

  Business response

  09/21/2022

  Business Response /* (1000, 6, 2022/08/23) */ Patient Name: ****** ****** DOB: ********** To Whom it May Concern, Patient ****** ****** has been seen in our office since December 14, 2020. The patient had been in treatment with Provider Melinda ***** & **** Jared ********* Patient was being seen consistently once to twice a month with both providers. This continued to be the pattern until early 2022, when patient begun rescheduling or no showing to scheduled sessions. Below is a timeline of scheduled sessions, addressing her concern of "still not had a successful appointment with my psychiatrist due to the company constantly canceling my appointments and or not confirming them." 02/05/22 - Pt was scheduled for a telephone session with our provider Melinda Wiafe, our provider initiated the telephone contact for the session. Session was canceled by patient stated she was unaware of her session and was currently at work. 02/20/22 - Session was scheduled with provider & attended by patient via telephone consultation. 03/06/22 - Pt was scheduled for a telephone session with our provider Melinda Wiafe, our provider initiated the telephone contact for the session. Session was canceled by the patient due to being Ill. No additional appointments were scheduled or noted in our system between February 5th of 2022 & June 29th of 2022. Front office desk did attempt to reach out to patient on February 7th to reschedule cancelled session. No contact was made, and voicemail was left to phone number on file. 06/29/22 - PT was scheduled for a follow-up session with Provider Melinda; however, session was cancelled on our behalf due provider being called into a last-minute patient crisis. Session was rescheduled for the first available appointment. 07/13/2022 - PT was scheduled for a follow-up session with Provider Melinda ****** to which she no-showed/no called. 07/25/22 - Session was scheduled with provider & attended by patient. 07/26/2022 - PT was scheduled for a follow-up session with Provider Jared ******** for medication management, however, session was cancelled on our behalf due provider being out sick. Session was rescheduled for the first available appointment the following week. 08/03/2022 - PT was scheduled for a follow-up session with Provider Jared ******** for medication management, to which she called to cancel the night before due to work. 08/04/2022 - PT was scheduled for a follow-up session with Provider Melinda Wiafe, to which she no- showed/no called. 08/15/2022 - PT was scheduled for a follow-up session with Provider Jared ******** for medication management, to which she no-showed/no called. During this six-month time frame, our facility cancelled on patient 2x for unforeseen consequences. While patient cancelled her own sessions twice and no showed on our facility an additional 3x times. Patient stated in her compliant that "Now I have been told that I cannot shave an app with him over the phone and have to see him in person.". Any time there is a concern about medication, such as her statement of "expressed to them that the medications that I was on so not work well with my body" Our providers prefer that all following medication appointments are scheduled in person to monitor any symptoms the patients might be having. All of HBI's providers agree that face-to-face interactions are crucial for medication management. During COVID these procedures were adjusted for the safety of patients and members, since then, multiple policies and procedures were added to prioritize face to face therapy and medication management. Based on patient's history of same day cancelations, no-shows, and our policy, signed by patient, we have already attempted to reach out to patient, on Tuesday August 16, to refer her to a different facility. Please let me know if there is anything further needed, I can be directly reached at (XXX) XXX-XXXX ext. 202 or via FAX at (XXX) XXX-XXXX. Thank you, Grecia M****** Exec. Admin. Assist. Consumer Response /* (3000, 8, 2022/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept there response due to inaccuracies. I have not done three no call no shows since seeking help from this facility. The only no call no show I have done was the recent appointment with the "psychiatrist". Aside from that I missed one appointment with my therapist due to the facility not informing me that her appointment would be in person. I was told previously that my appointment with her would be over the phone. Due to that being the case I was waiting for her phone call but never received a call. Also, with my "psychiatrist" along with my therapist they would repeatedly cancel my appointments with them and push them back. It was not my doing but theirs. The only instance in which I had to cancel with my therapist was when she called and I was feeling I'll. Also, they never addresses the issue with my psychiatrist actually only being a registered nurse. Upon speaking with an office staff member she informed me that there are only five nurse practitioners including Jared ********. They have been covering for him along with the facility and misrepresenting what my care provider is and have been putting my life at risk since December 2020. I still have transcripts of my voicemails in which state them canceling my appointments as well

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