ComplaintsforEmergynt Virtual Care/Ethos-Care LSWHB, LLC

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have **** ***** **** ****** ** ******** AND **********. They keep saying I owe them for copays. I don’t owe them copays due to my dual insurance. I’ve called countless times to their “billing department” yet it keeps happening. They even sent me to collections. They said I owed them over $1,500 then they said I owed $140 and sent me to collections.

  Business response

  04/19/2024

   

  Dear *** ********,
  
  We appreciate the opportunity to address the concerns raised by *** ******, as reported to your office under ID ******** on April 9, 2024. Ethos Care is committed to maintaining the highest standards of service and patient confidentiality in accordance with the Health Insurance Portability and Accountability Act (HIPAA) and other applicable regulations.
  
  Please understand that due to strict federal privacy laws, specifically HIPAA, we are unable to confirm, deny, or discuss any individual's care, treatment, or association with our services. This policy is in place to protect the privacy and security of all individuals' personal health information.
  
  However, we take every concern and complaint seriously and have internal processes designed to review and address such matters thoroughly and impartially. While we cannot discuss specific cases or outcomes publicly or outside the confines of a legally authorized request, we assure you that we are committed to providing high-quality care and resolving any issues that may arise in a manner that is both fair and respectful to all parties involved.
  
  For general information or concerns about our services, we encourage individuals to contact us directly through our multiple communication channels, where we can address matters in a manner compliant with privacy laws and in the best interest of those we serve.
  
  Ethos Care will happily discuss any financial issues with the appropriate parties on a phone call, as well as the BBB, as long as release is signed to allow us to do so. 
  
  We value the feedback we receive as it is integral to our continuous improvement efforts, and we are dedicated to upholding the highest standards of care and service for our community.
  
  Thank you for bringing this matter to our attention. We are committed to continuous improvement and the well-being of those we serve.

  DR. Newell C****, President
  

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The physician that I had been seeing with Emergynt Virtual Care since the Spring of 2021, Dr. B***, went on a month long vacation in August of 2021. I was told to see another provider in the practice while my doctor was on vacation. When I saw the provider, she refused to refill the medication I had been on for years. She changed my medication even though I told her that I had adverse side effects from the medication she was prescribing. On 9/23/2021 I called the practice to discuss my next doctor appointment I had scheduled. The receptionist, Elda, was very rude and disrespectful. She hung up on me while I was speaking to her. I called back to speak to Vicki H*********, and was hung up on again. When I called back, no one would answer the phone. I was then mailed a letter stating that I was no longer apart of their practice. I tried to reach Dr. N*****, but he has not called me back since leaving me a voicemail that disclosed my medications (completely inappropriate). I have since found a new provider. When I called the office on 10/28/2021 requesting a letter of my providers under their practice as well as my medication list, Elda, the secretary, refused to write me one. Her response to my was request was, "NOPE!" She then hung up on me. I have been unable to get anyone from the practice to call me back or help me in my transition to my new medical provider.

  Business response

  11/11/2021

  Thank you for providing me the information.  The patient did need to be moved from one medical provider to another as was stated.  But it needs to be noted that a psychiatrist prescribing scheduled medications must be very careful each and every time they see and evaluate a patient.  While not specifically addressing this particular patient, it is sometimes the case that patients may insist that certain drugs be given to them.   In this particular case, if the patient is not satisfied with their current provider they may request another provider and we will be happy to comply with the request.  However,  Telehealth Psychiatry is not for everyone, and I would strongly recommend if necessary the patient return to her Primary Care Provider and request a psychiatrist that can be seen in the office.  Hope this helps.  Please contact me directly if there are any additional concerns or questions.  Best regards, Dr. N***** *****

  Customer response

  11/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  Regards,
  
  ****** ******

   

  Since I filed this complaint, the business has sent me a bill for services but refuses to accept my phone calls, or return my phone calls in order to get my new insurance card information. On Thursday, 10/28/2021, I called the office and spoke to Eula. I asked her to provide me with a statement regarding what physicians I was under care with at their practice and the medications I was taking while under their care for an upcoming appointment with my Primary Care Physician, scheduled for Monday, 11/1/2021. She refused to provide me with the requested information, stating that she was too busy to write one. I explained that I needed the information for my new doctor and it is my right to have my medical information provided to me. I asked her again if she could please give me something for my upcoming appointment with my new physician and she stated, "Nope!" and hung up on me. When I called back, no one answered the phone. I need them to take my insurance information and re-bill, but they are not compliant. This is medical malpractice by the healthcare provider and their professionals through negligence and omission of my treatment, aftercare and health management. 

  Business response

  11/19/2021

  Good Morning.  I have authorized her medical records to be released to her as well as cancelling any payments due to our company.  This should resolve the issue.  Thank you for the follow up.  Dr. N***** *****

  Customer response

  11/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint as of yet.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ******

   

  I will be satisfied with this effort to resolve my complaint when I actually receive my medical records and written documentation from the business stating that I do not owe them any money. 

*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. ↩