ComplaintsforAugusta Health

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In March of 2023 I was seen by Dr. ******* ****** to have bloodwork done for my hormones and blood pressure, for potassium levels. I went to Augusta health clinic on 3 separate occasions trying to get the bloodwork done. First in March of 2023 I was told I was too late getting there. At the time I was working inside a prison so it wasn’t as easy to pickup a phone and make an appointment. I also live 45 minutes away from any surrounding town. Made my second trip in April to a different clinic in the ******** area and the nurse was very rude and told me that they didn't do bloodwork there, that I needed to go to the hospital to have it done. I go to the hospital wait quite so time before deciding to leave, as others did prior for such a long wait. The lady at the desk called me over and said I would be in soon. I explained to her the situation that I had made a few trips to different clinics just to have bloodwork and was turned away. Finally get called back and bloodwork done. I had a follow up appointment with Dr. ****** in September 2023. I live 2 hours away from him to find out after I arrived the bloodwork was never sent over. I of course called Augusta health immediately and told them what a wasted trip it was for me to drive 2 hrs, pay a copay of 85.00 for nothing. They apologized and said they would fax it over immediately, I made sure it was to the right doctor and location. This has gone on for a year! Still no bloodwork was sent to Dr. ******. I have been sent to collections, not once but twice. I have stated repeatedly I would pay the bill when services were provided and they still haven’t. Now I’m in a bind because I’ve lost my job, have no insurance, still need bloodwork done to receive medication, cant have it refilled without the bloodwork! Even if they sent it now its been a year and my levels have changed so won’t be able to use the information.

  Business response

  04/03/2024

  I have done a review of the complaint and have the following response: Thank you for referring this complaint to me for review.  Patient experience is extremely important and I regret to hear this patient’s experience was not great.  Dr. ******* ****** is not an affiliate of Augusta Health, so I am unable to speak about the experiences with his office.  I was able to confirm the patient came to Augusta Health for her lab work in June of 2023 with a lab order by Dr. ******.  The lab work was performed and results were sent to Dr. ****** as the ordering provider.  On two other occasions, 11/7/23 and 2/1/24, the results were resent to the providers office via fax.  Augusta Health billing team called Dr. ******’s office and confirmed with a gentleman named ***** on 2/1/24 that they were received.  I understand based on the complaint that the patient may be experiencing financial hardship and would encourage her to use our self-service tool to determine if she may qualify for financial assistance by clicking the link ****************************** or by reaching out to our financial counseling office at *********** for one on one personalized support.  Should the patient qualify for financial assistance it would cover any past and future services she may need for Augusta Health and its affiliates.   Thank you, ***** 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The office does not answer the phone, when you finally do get through they are rude and just say they are busy. I called for over a week with a refferal to make an appointment and to try and transfer my records! When I went for my appointment the entire appointment was awful from the wait to the doctor! I was sent for lab work basically to shut me up and then a week and a half later I have NO results no response no call back. I have called multiple times and no answer even after leaving messages! I called the hospital and spoke to an advocate who was so kind and so helpful they called me back and said sorry a nurse can go over that with you the doctor has to and he’s out of the office! I attempted to call for another hour of my lunch break again and they finally answered and said they would note the account for a nurse to call - a nurse can’t call is what I was told yesterday I want the doctor. And still NO CALL!!!! It’s absolutely insane!

  Business response

  01/16/2024

  Good Morning,   Augusta Health has received and reviewed complaint ******** and done a thorough review of the situation.  The following response was produced by **** ********, Administrative Director of Women’s Health. The patient was seen by Dr. ******* ****** on 12/12/2023. That same day, she sent an online portal message to the practice noting different symptoms that she felt might be contributing factors to issues discussed that day. The very next day, the office responded and let her know that the additional symptoms have been noted and Dr. ****** advised waiting for the lab results. On 12/19/23 the patient called about her lab results. The same day, the nursing team retrieved her lab results from the hospital and Dr. ****** reviewed the labs at 1:04 PM and noted them as normal through the patient portal.  On the following day, 12/20/2023, the patient called again regarding the lab results, which has already been reviewed and published to the portal. The staff let her know that Dr. ****** was out of the office. The patient called again the following day, asking for a callback regarding her lab results. A nurse called the patient on 12/22/23 to follow-up and left a voicemail. The nurse noted in a patient case that lab results were resulted and sent to the portal by Dr. ******, but that she was going to give her the normal results over the phone. Later that day, the patient called back and the nurse advised that all of the lab results were within normal limits.   In summary, the patient was seen on 12/12/2023 and labs ordered that day. Dr. ****** ****** reviewed the results, marked them as normal, and publish them to the portal on 12/19/2023. As the patient requested, verbal notification of the results was given to her over the phone on 12/22/2023. Her phone calls were answered and/or returned.  Should you have any questions, please do not hesitate to contact me directly. 

  Customer response

  01/16/2024

  I have reviewed the response offer 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. They are correct the ************ office called me back after not getting through to the Augusta county office! The labs were not posted to my portal! I had checked multiple times and no results for labs. When I called the office they told me they had to contact the hospital that they did not have my results. I called the hospital and filed a complaint as well. This is not the only issue this office is having it’s a nightmare and it needs to be addressed! There is no customer service and or patient care! I am not satisfied with their response because they state they gave results so they think all is okay when indeed it is not! No form of management has called me nor do they care to! It’s worthless and I have changed offices due to the poor care I have received! The fact that the hospital has not made them call me back is also poor for them too! It is poor customer service and patient care! I’m not satisfied  Regards, ****** *******

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