ComplaintsforPatient First

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
About may 27th 2024, I went to PF on battlefield blvd in **********, I ask for a yearly physical. What I got was what they called a wellness check, I was never seen by a doctor like I was supposed to. I was billed for a physical according to my insurance. I was told they would call me about test results but was never called. I complained to them and all I got was a letter from the president that stated he was sorry for the long wait, it was because of covid. there is no professionalism here. After three phone calls to them they said they were to busy to talk to me and I would have to leave a voicemail. It is certainly negligent behavior for a medical business. If it happened to me, it is happening to others.
Business response
07/17/2024
Due to no HIPAA release being on file, the patient will be contacted directly.
Initial Complaint
07/13/2024
Complaint Type:
Billing Issues
Status:
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.
Patient First of ************************* billed me for ********** Services" (SEE First Attachment) however the services I went in for were not emergency services but were ****************** CIGNA, my insurance provider, agreed to pay the fee due to not informing me that there would be an "emergency fee" for a non-emergency visit. They, CIGNA, paid Patient First on June 15, 2024, the date they re-processed the claim for services (SEE Second and Third attachment for pages of the Explanation of Benefits showing the reprocessing of the claim and the payment to Patient First). In early July, I receive a letter from a collection agency called *********************** Systems} dated June 24 ( 10 days after the payment was paid by CIGNA) who states the payment is outstanding and then added a late fee to the amount of ***** (SEE Attachment). I have reached out to Patient First to request confirmation that the payment has been received in full and that the account clear of all outstanding balances, however received no reply. I've also requested from the ********************** Systems providing them with the re-processing of the claim as received from CIGNA and requested confirmation that the payment is received, But also received no response.I then filed a BBB complaint against **********************, however was told by the BBB rep that the the BBB could not enforce correction because ********************** is a third party (despite the fact that they are the one's proving incorrect information and failing to correct)..Patient First needs to: 1) confirm that they have now received the payment in full and 2) correct their records with ********************** Systems!
Business response
07/19/2024
Good Afternoon,
Thank you for your communication. A correspondence has been sent to the patient directly.
Customer response
07/20/2024
Better Business Bureau:
Patient First failed to include their response to the complaint ID ********. The issue remains open and outstanding and I'm still waiting to receive a response and confirmation from Patient First showing that they acknowledges they have received payment in full and that they have informed ********************** Services that the account is in good standing.

Regards,

***************************
Initial Complaint
07/10/2024
Complaint Type:
Billing Issues
Status:
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.
I was told that I would not receive treatment until a past due bill was paid or a payment plan was established, so I gladly paid the bill as I was diagnosed with COVID.I asked to see an itemized list of the charges, which were incomprehensible and got the list, but was directed to call corporate billing.I called billing and was treated rudely by a customer rep who, very defensibly said she (******) could not answer the billing question I had, but said she would pass on my question to the insurance **** and that it would take at least 60 days to get an answer.******? Would not spell her name for me and would not let me speak to the insurance department; whereupon she hung up.Patient Last does not offer a patient satisfaction survey, so Im registering my dissatisfaction with the BBB.I would like an apology and an answer to my question as to why my secondary insurance was not billed and then was charged a late fee.
Business response
07/11/2024
Good morning. I am the appropriate coordinator to handle this complaint. I have called and left a voicemail for the patient advising his complaint was received and to offer resolution. Unfortunately, the attached HIPAA form is not filled out so I can advise on account specifics, but please let me know if you have any questions!

Thank you,
*******************************
Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
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.
I went to Patient First (*******************************************) on Saturday May 6, 2023, after coughing uncontrollably for nearly 3 days to the point in which I felt my lungs were going to give out! There, I received extremely poor treatment/check up that could have killed me, had I not decided to take myself to ********************* in **********, ** twos days after leaving with no hope of recovery or proper diagnosis. There, at ******, I was informed that 2 out of the 3 lobes in my lung on my right side were filled with liquid, and that I was in danger of being unable to breathe. There, at *********************, I was treated for 3 days for pneumonia, and finally was able to breath once again. I say all this to say, during my visit with Patient first I was given several tests, including LabCorp tests, none of which were proper for the symptoms I was experiencing. After going directly to Sha' *****, the ********************** Coordinator, and being denied a refund for any of the services, I now resort to the BBB to handle matters for me. Now I am asking for the $231.00 initially paid to Patient First, as well as the $297.40 still being requested from me to be refunded. Also LabCorp has now sent me to a collection agency with a total of $400 in tests owed to them from my visit, which I believe Patient First should pay for. Therefore, for clarity purposes, I would like my $231.00 returned back to me, the supposed $297.40 owed to Patient First, forgiven, and I would like them to pay LabCorp for the $400 that I now I have in collections.
Business response
06/25/2024
Good afternoon,
T**** you for sharing the concerns of **************. As she relayed, this matter was previously addressed. We are sorry to hear she is still displeased with the outcome. There is nothing further to add. If ************** would like more details of the May 2023 review to be shared with the BBB, the signed authorization would need to be completed.
Well wishes,
Administrative Services
Initial Complaint
05/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
6/18/23 went for urinary infection. Got email in March of 2024 stating they will be charging my debit card 442.$. Called and asked insurance company why it was not paid and was told it was never submitted. Contacted Paient First and told them not to charge me as it had not been submitted, was told they would resubmit it and not charge me. Well they never submitted it and charged me anyway. Contacted them again and got refund. Now I get another text from them 5/20/24 stating they are going to charge me again 442.$ I checked again and they still have not resubmitted to insurance.
Business response
05/21/2024
Good Afternoon,
Thank you for advising of the patient's concern. Contact was made with the patient this morning. Thank you!
Customer response
05/21/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Customer response
05/21/2024
Patient First never contacted me today.
Business response
06/18/2024
Good Morning,
The patient has been contacted directly. Thank you
Customer response
06/18/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

Regards,

*******************************
Initial Complaint
05/15/2024
Complaint Type:
Billing Issues
Status:
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.
I want all the statements for every single visit since 2019. And how much it cost and the details for every single visit and what tests were performed to cost the amount for the charges that I'm seeing. I want statements for every single time I paid you. I want all the dates on these transactions. Something is not lining up with the amount of charges I am receiving from this business.
Business response
05/24/2024
thank you for allowing us the opportunity to address our patient's concerns.
Because there is no signed Release of Information included in this correspondence, I will reach out to the patient personally once i have completed my review.
Respectfully,

*********************
Administrative Services Coordinator
Initial Complaint
05/09/2024
Complaint Type:
Billing Issues
Status:
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.
I went to Patient First at ******************************************************************* on July 30th for titer tests and tdap. The physician assistant, **** (******************) *****, stated that I must have my blood drawn both there at the Patient First facility and again at another lab because Patient First did not offer some of the titers. I requested to have my blood drawn only once by the lab who could do all at one draw, but ******************* refused stating that per Patient First policy they had to draw the blood for the tests they could perform despite the fact that LabCorp, the second facility, could do all.The next day I went to ******* as prescribed by ******************* to have the remainder of the tests. The end result, Patient First did NOT process the blood drawn at their faculty and LabCorp filed two claims to Cigna, five of the tests duplicated. This fraud would not have occurred if Patient First had allowed only one blood draw at one facility. THERE IS ABSOLUTELY NO BASIS FOR PATIENT FIRST TO REQUIRE PATIENTS TO BE PUNCTURED MORE THAN ONCE FOR A BLOOD DRAW IN NON-EMERGENCY SITUATIONS! Patient First then bills me $60 for "emergency services". Cigna informed me that Patient First has to correct the coding on their claim to show preventative service, I called Patient First billing and spoke to "Iris" to have this corrected who stated she would contact Patient First insurance department for a review. Both myself and ***** called to follow up but Patient First refused to answer our calls or allow vms. Now in May 2024 I receive another Patient First statement for $60 as they failed to correct the coding on their claim. It's obvious my visit was not for emergency services! The fraud, negligence, malice (lack of care that causes harm to their own patients) is unbearable! Stop the policy requiring the blood to be drawn twice for the same visit and remove the $60 charges for emergency service that I neither requested nor received! See Document of Complaint and Attachments.
Business response
05/13/2024
Good Afternoon,
Thank you for advising of the patient's concern. Direct contact has been made with the patient.
Customer response
05/14/2024
Better Business Bureau:
I did not receive a resolution to my complaint. Please include the resolution in the BBB forum.

Regards,

***************************
Customer response
05/20/2024
```
Please see the attached re my complaint #********, I received this letter from Patient First who is insisting that my visit was for "urgent care" and that they put in their notes that my visit wasn't for primary care, however I called them on July 28th (before my visit) to let them know that ***** had referred me for primary care and to confirm with them that they were on board with seeing me for primary care.   I  also asked for an appointment date and time and the attendant stated they do not take appointments even for primary care.  And before calling to confirm this, I also checked their website re the primary care and it stated they act as a primary physician.   Their notes stating state that they weren't my primary care physician are wrong, as it was the purpose of my phone call with them and the Cigna referral and my visit for primary care I was assured that was 100% covered.   
```
Customer response
05/24/2024
"I received the letter from Patient First who is insisting that my visit was for "urgent care" and that they put in their notes that my visit wasn't for primary care, however I called them on July 28th (before my visit) to let them know that ***** had referred me for primary care and to confirm with them that they were on board with seeing me for primary care. I also asked for an appointment date and time and the attendant stated they do not take appointments even for primary care. And before calling to confirm this, I also checked their website re the primary care and it stated they act as a primary physician. Their notes stating state that they weren't my primary care physician are wrong, as it was the purpose of my phone call with them and the Cigna referral and my visit for primary care I was assured that was 100% covered."
Initial Complaint
03/29/2024
Complaint Type:
Billing Issues
Status:
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.
I obtained medical service from this facility through ** ********* I reached out to ** ******** regarding this bill. ** ******** responded in writing that Patient First should stop billing **** called Patient First few times and asked them to bill the ** ********, but we are still getting the bills from this facility. It is really stressful to get the bills with late fees.
Business response
04/02/2024
Good Afternoon,
Thank you so much for the correspondence. A response has been mailed to the patient directly. Have a great day!
Initial Complaint
03/14/2024
Complaint Type:
Billing Issues
Status:
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.
I visited Patient First on February 12, 2024. They turned me away because they were unable to treat my injury and suggested I go to an emergency room which I did. I received a notice from them stating they would bill my credit on March 6th, unless I contacted them prior. I contacted them on March 1st via email (website), stating not to bill me because I did not receive any services. They never contacted me regarding the matter and they billed me $176.16 on March 6, 2024 for services I didn't receive. They also billed my insurance provider which I have contacted as well to inform them.
Business response
03/13/2024
This Better Business Complaint against Lincare is for another company. This is not a patient of Lincare. You must direct your complaint to " FIRST PATIENT" as this complaint is against them not Lincare.
Business response
03/18/2024
I do not see a Release of Information form giving permission to respond with detail. I can advise a message has been left for the patient to contact me on 02/29/24 and 03/18/24.
Thank you,
************
Admin Services
Customer response
03/18/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The release that was referenced in the reply was already provided and is attached to the complaint.

Regards,

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

Business response
03/19/2024
Hi ****,
I see an authorization for a company referred to as Lincare. Lincare is not affiliated with Patient First. An authorization would have to be specific to Patient First. Are we missing that one?
Thank you
Customer response
03/22/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The authorization from Lincare was what I was asked to complete. If you need a different release from me, please forward the appropriate document as soon as possible.

Regards,

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

Customer response
03/22/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Attached is the completed HIPPA release document.

Regards,

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

Business response
03/25/2024
Good afternoon,
The complaint is noting as being for ******************* yet the authorization is signed by *********************. The adult patient, *******************, would be the party permitting Patient First to communicate with the BBB.

Thank you,
Administrative Services
Customer response
03/25/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

What do you want from me to proceed? I asked my mother (the insurance is her name) to sign the release on my behalf. Do you want a new release to proceed? This is nothing but a stall tactic and a waste of my time. I was billed for services not received and I want a refund.

Regards,

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

Customer response
03/26/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Attached is my signed HIPPA authorization.

Regards,

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

Customer response
03/27/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Attached is the updated authorization.

Regards,

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

Business response
04/04/2024
Thank you for the Release of Information form. The patient was seen for a Left Finger pain. Once the Provider reviewed the x-rays and examined the patient, he was diagnosed with a dislocation of the ** joint without obvious Fractured. An effort was made to reduce the dislocation however was not successful. Pt was referred to the ** for further management. Charges still apply to the visit.
Pt was NOT turned away. It was in the best interest of the patient to be referred for further treatment.

Thank you,
************
Admin Services
Customer response
04/04/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
According to the emergency room doctors that treated my injured, a dislocated joint could be easily remedied. Perhaps the appropriate staff was not available to resolve it, therefore I should have not been treated period at Patient First and sent to the emergency room. This is dishonest providing a so called partial service that would not remedy my issue because a member of the staff said they were not comfortable treating my injury and then charging me for it, knowingly that I had to seek further treatment. The staff said directly - THEY WERE NOT COMFORTABLE treating my injury.
I don't accept your decision and will continue to fight this decision.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*******************
Initial Complaint
03/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
Location: Patient First ******* and *********** ********** Date of Incident: 12/22/2023 I am filing a complaint against Patient First due to the following issues encountered during my recent visit for an annual physical check-up:Misrepresentation of Visit Type: Despite clearly stating my intention for an annual physical check-up during registration, I was treated as if I were seeking urgent care services.Failure to Confirm Previous Visits: During registration, I confirmed that I had visited Patient First before. However, this information did not appear to influence the handling of my visit or the level of service provided.Lack of Confirmation as ******* Care Physician (PCP): I am uncertain whether I was specifically asked if Patient First was my primary care physician. However, had I been asked, I would have confirmed it as such. This information should have been verified and utilized during my visit.Improper Billing: Despite my insurance plan covering annual preventive care visits in full, I was billed $178.50 as if it were an urgent care visit. Despite assurances from my insurance claim handler that the claim could be resubmitted correctly, Patient First failed to take appropriate action.Billing Errors: After being charged $178.50 on January 6th, I received another bill on February 13th for the same amount, claiming it was my responsibility to pay. This demonstrates a lack of competence and organization within the billing department.Unsatisfactory Response from **************** and ************** Services Coordinator: Both the customer service representative and administrative services coordinator, *******************************, have reviewed the matter but insist on their business practices. I am seeking a prompt and satisfactory resolution to this matter, including:A refund of the erroneous charges.Improved communication and transparency regarding billing practices.Compensation for the time spent attempting to resolve this issue.
Business response
03/06/2024
Good afternoon,

Thank you for bringing this to my attention. I do not see a signed HIPAA release form on this complaint so I will be unable to speak on this patient's account with you. I have sent a letter to the patient in regard to their complaint. Thank you again and have a great rest of your day!

-**************************;
Customer response
03/07/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I left my phone number with the Patient first billing department who told me they would forward to *****. I received a letter in a few days from ***** basically repeating the information. I have no insight into their agreement with my insurance company even though the latter agreed and asked patient first to refill the claim. However, patient first refused to do so. From the billing perspective, patient first is doing business with bad intent. Ironically they dont seem to put their patient in the first place as they claimed in their mission statement.

Regards,

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

Customer response
03/08/2024
Hi, *****,
Thanks for the follow up. I noticed that the ***** form is from Anthem but my insurance provider is Meritain, a subsidiary of Atena. Should I proceed to complete this form?
Thanks,
*********
Customer response
03/12/2024
No. I didn't receive any email from Patient first. They sent me a physical mail that I mentioned in my complaint, and it didn't address my concerns. Please see the attached pdf for the signed privacy form.

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