ComplaintsforDigestive Health Association of Texas, P.A.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a colonoscopy scheduled with *********************** MD, for Wednesday, March 29 at 7:30am.On Thursday March 23, I awoke with a slight jaw pain. On Friday March 24, the pain was an 8 on a scale of ****. I was able to get in to see my dentist around 1:30pm on Friday March 24. I was diagnosed with have an issue with temporomandibular joint. My dentist prescribed a 10 day regiment of an antibiotic and a mussel relaxer. With my pain and not wanting to have a general anesthetic for my procedure while on these meds I decided I should postpone my procedure. The surgery center sent a text message to me on Friday March 24 to either confirm or reschedule which I saw Saturday morning and later replied RS, for reschedule. I called ********************* office at 8:47am on Monday March 27. ****, who answered my call said I could be charged a fee based on giving less than 72 hour notice, subject to ******************** discretion. I told **** the information concerning my appointment with my dentist. She reiterated that it would be up to ****************. I told **** that I do not know anything about the charge without a 72 hour notice. **** explained that the information is in the "prep" box for my procedure. To which I told **** that the prescription box was unopened, so I know nothing about the charge. **** replied, "Oh you didn't receive the box?" I replied yes I received it however it is still sealed.i received an email from TDDC on Monday, May 1 at 9:42am stating that I have an outstanding balance on my account of ****** called back to ******************** office on Tuesday May 2 at 12:33pm to speak with ****************. Again I spoke with **** and was told he was not available. While on the phone with ****, she sent him a message to please call on my cell phone, she repeated my number to confirm she has the correct number. She also told me that she would tell **************** when she saw him later that day.It is now Friday May 5 and I have not received a call from **************** or anyone else from his office!

  Business response

  05/24/2023

  May 24, 2023
  
  
  
  To Whom it May ******************** letter is in response to the formal complaint filed by Mr. ************************ We apologize he had a negative experience at one of our clinics. We strive to provide a patient centered experience and took the immediate steps to evaluate the issues brought to our attention.
  
  Our investigation concluded on 5/24/2023 and the following actions have been taken to investigate and assist with the resolutions:
  
  Initiated an intensive investigation and review of the case.
  A meeting to took place 05/24/2023 to discuss the complaint between the Regional Director of Operations and the Director of Clinical Quality, to discuss the investigation results.
  It was determined the financial charge for the cancelation fee would remain on the patients account.
  
  The ********************** and wellness of our patients is extremely important to us, and we sincerely apologize for the experience Mr.*********************** went through. If you have any further questions or concerns regarding this matter, please feel free to contact me directly. I can be reached at ************.
  
  
  
  
  Sincerely,
  
  ***********************, BSN, RN
  Director of Clinical Quality
  GI Alliance
  ************************************************************************* 76092
  **************************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received service from Digestive Health Management in August of 2021 at their Allen facility. I ended up paying for this service in full over the phone and have the credit card receipt to verfiy in the spring of 2022 after receving billing from their office. They just recentely sent a bill over to their debt collections facility even though I had paid the bill in full in April 2022 (1,008.72) in total. Digestive Health has been zero help trying to rectify this saying they no longer have access to their billing system from 2021 and they send me to their debt collector. The debt collector says they are only directed by Digestive Health on what to collect, so as it turns out there is no one able to help clear this error of an amount sent to debt collections. I have spent hours trying to fix this and no one at the company or their assigned debt collections will assist. I would advise others to stay far away from this company as I have never experienced anything like this. Hours of time I have had to spend on this due to their error.

  Business response

  12/28/2022

  Business Response /* (1000, 7, 2022/10/17) */ To whom it may concern: This letter is in response to the formal complaint filed by Mr. ***** *****. We are very sorry he had a negative experience with our billing department. We took the immediate steps to evaluate the issues brought to our attention. Our investigation concluded on 10/13/2022 and the following actions have been taken to investigate and assist with the resolutions: Initiated an intensive investigation and review of the case. Reported the complaint to the Regional Director of Operations and our billing department for immediate follow-up. The billing department called and talked with Mr. ***** related to his billing complaint. The bill was brought back from collections and Mr. ***** paid his bill. We sincerely apologize for the experience Mr. ***** ***** went through. If you have any further questions or concerns regarding this matter, please feel free to contact me directly. I can be reached at 817-893-2388. Sincerely, Ann M*******, BSN, RN Director of Clinical Quality GI Alliance 550 Reserve St #550, Southlake, Texas 76092 [email protected]

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled with Dr. D**** in the Dallas location of the DHAT. We were rushed throughout the appointment and brushed off with acid reducer meds. I scheduled the labwork and sonograms he asked for and not once did we receive a call back with results. I called and left messages and would be asked to check an online portal. When it was time for the endoscopy I kept getting calls for payment and I felt it unprofessional that I received subpar care from D**** and the entire DHAT group. I spent hours searching for other in network doctors and they are all part of the same group. I tried to do a transfer of care with Dr. O***** but he was prepping to retire- I was denied by Dr. Alvarez and Dr. Mantas front office said they would decline me because I had already seen D****. I pleaded with them to leave messages with both doctors and I was told that I couldn't because the others had denied my case. If I wanted to see Dr. Mantas I would need to wait 3 years to be scheduled as a new patient. I simply want help. I want a provider that calls and listens. I am frustrated with this group and their policies that are not best practices.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/05/19) */ Contact Name and Title: Ann M******* Contact Phone: 8178932388 Contact Email: ann.m*******@GIAlliance.com To whom it may concern: This letter is in response to the formal complaint filed by Mr. ***** ****. We are very sorry he had any negative experience at one of our clinics. We strive to provide quality of care and took the immediate steps to evaluate the issues brought to our attention. Our investigation concluded on 5/19/2022 and the following actions have been taken to investigate and assist with the resolutions: Initiated an intensive investigation and review of the case. Reported the complaint to the Regional Director of Operations and the Vice President of Operations for immediate follow-up. A meeting between the lead Physicians and the Vice President of Operations to discuss the transferring of care for Mr. **** on 05/17/2022. Mr. **** was contacted by the office manager of one of the lead Physician's on 05/18/2022, to discuss arranging an appointment. An appointment was scheduled for the following business day 05/19/2022, with another provider. The health and wellness of our patients is extremely important to us, and we sincerely apologize for the experience Mr. ***** **** went through. If you have any further questions or concerns regarding this matter, please feel free to contact me directly. I can be reached at 817-893-2388. Sincerely, Ann M*******, BSN, RN Director of Clinical Quality GI Alliance 550 Reserve St #550, Southlake, Texas 76092 Ann.m*******@GIAlliance.com

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was instructed to use the patient portal to request an appointment after having some issues with Dr. Rangasamy's office getting back to me to set one prior to the pandemic. So I was in need to consult with the doctor and used the portal to request a virtual or in person appointment. 5 days went by and I received no response so I went again into the patient portal and requested a second time to set an appointment, with no response at all from the officer for another 4 days. So I went back online and used the main webpage to request an appointment and 4 days later I got a phone call to my voicemail (I was busy doing some preparation for receiving the cremated remains of my wife who had died about 2 weeks prior to my first request) and could not answer. The voicemail said if I still wanted an appointment "I should call back", really? Why should I call back again, I will not use this organization ever again.

  Business response

  02/16/2022

  Business Response /* (1000, 7, 2021/12/07) */ Texas Health Physicians Group (THPG) thanks you for bringing this issue to our attention. After diligently researching this situation and speaking to you about it, we determined together that the physician office involved in your claim is not affiliated with our organization. The THPG patient advocate did also suggest that you notify the Better Business Bureau so the claim could be directed to the correct business for follow-up. We strive to live Texas Health Resources' faith-based values: respect, integrity, compassion, and excellence. On behalf of Texas Health Physicians Group, we wish you a speedy resolution for the issue you experienced during such a difficult time. Consumer Response /* (3000, 10, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bbb needs to perform the response and vontact the doctors office not Texas health who has no domain over thus dispute. Please contact Digestive Health Assocuates of Texas DIRECT! Business Response /* (1000, 14, 2021/12/22) */ Our goal is to provide excellent customer service and it's unfortunate our patient feels we missed the mark in this instance. Upon receipt of this complaint, our staff went back and reviewed the patient's chart in an attempt to understand what occurred. Since there was not a specific date range referenced in the complaint, chart entries for the last year were reviewed. The review indicated there were numerous correspondents between our clinic staff and the patient during that time period, but nothing stood out as unusual. As a follow up, I will ask our Regional Director to contact the patient to determine if there is anything we can do at this time to address their issue. Consumer Response /* (3000, 16, 2021/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can provide the exact dates and times I used the portal to try and set an appointment. I told this to the regional director who contacted me. The response shows they have no mechanism to account for portal requests by patients. No one has asked me for the dates and times, but the fact remains there is no excuse for using the tools to set appointments and to get no response, twice! Consumer Response /* (2000, 22, 2022/01/06) */ The regional director and I had a chat, we have solved the issue you can close this complaint as a solution has been reached.

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