ComplaintsforChildren's Intensive Caring
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Complaint Details
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Initial Complaint
01/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I took my daughter into children’s intensive care on January 9th 2023 for possible treatment options regarding some symptoms my child was experiencing that was causing her a lot of pain due physical lesions in her mouth. Following her examination by one of the nurses, I was told that she had hand, foot and mouth - and no treatment was able to be given to her. I inquired about any pain medication‘s that could’ve been given, but was told there is nothing she could receive. At the end of my appointment a questionnaire was offered, in which anonymously filled out based on my experience. This was a 3 to 4 question survey inquiring about the friendliness of the front desk staff, and whether my concerns were able to be addressed. I honestly answered the provided questions, noting that the staff was not friendly and unfortunately my concerns hadn’t been met, however I indicated o that the nurse was nice and professional. About a week later on 1/18/2023, I had received a certified letter in the mail, stating that my child is being discharged from their practice. I not only felt that this was a breach in confidentiality because I did not indicate my name when completing the survey, but I also feel this was highly unethical and unjust, given that I have not had any prior concerns with this facility.Business response
02/02/2023
[BBB Transcription via Email]
*** ******************* <***********************>
Attachments
11:05 AM (12 minutes ago)
to me
Dear Ms. ********,
Thank you for your letter regarding complaint ********, submitted on 1/20/2023.
I tried to call mom regarding this matter, but her voicemail stated "voicemail is full and cannot accept calls".
The patient/family was discharged from our practice for 3 NO SHOW appointments within 3 months:
9/12/22: NO SHOW
12/2/22: NO SHOW. ("Mom called 4 minutes before the appointment time to say she would be 25 minutes late")
12/8/22: NO SHOW
Our contractual agreement with the parent/guardian (signed 8/10/2022-attached) states that if a patient does not show or give 24 hours' notice prior to canceling an appointment three times within a 6-month period, they will be discharged from our practice.
I have attached the signed parent contract and highlighted the missed appointment statement.
Please let me know if you will need further information and documentation.
Thank you very much.
Respectfully, ******* ******Customer response
02/02/2023
Complaint: ********
I am rejecting this response because: one of the appointments listed as no show on 12/8/2022 - should be accounted for as a cancellation provided that we were at the practice the day before 12/7/2022. And I verbally noted that I would not be able to come in a second time in succession because I would and I’d reach out to reschedule. Clearly this appointment was not cancelled as requested because I am being wrongfully discharged. In addition the discharge letter states that I’m being discharged due to poor feedback in relation to service, which is simply not accurate - provided that I filled out an ANONYMOUS survey and I did not slander the agency, but solely gave honest feedback in regards to what was asked on the survey. Please correct this error and I’ll clear my mailbox accordingly, however I am a working mother and I was never asked the best time I can be reached, which is after 3:30p Monday through Thursday or after 11a on Fridays. Thank you!
Sincerely,
******* *******Business response
02/08/2023
[BBB Transcription via Email]
*** *******************
9:49 AM (1 hour ago)
to me
Dear Ms. ********,
I have just spoken with Ms. ******* on the phone. She felt that we unfairly documented a missed appointment. I said we would be glad to see her and her child if she chose to return.
Please let me know if you will need further information and documentation.
Thank you very much.
Respectfully, ******* ******
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.