Business Profile

Medical Service Organization

One Medical

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Complaints

This profile includes complaints for One Medical's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

121 total complaints in the last 3 years.
66 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:09/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
One Medical has repeatedly made administrative errors prescription Ive been taking which will lead to me going without the medication Ive been taking for 6 months with potentially harmful effects. Im running out of a medication ****** and needed a new prior authorization to get a refill. I requested this, provided a phone number for One Medical to call to expedite the prior authorization request with my insurance. I was given no timeline to complete the prior authorization despite almost running out of the medication. I requested a supervisor to connect with to try to resolve the issue more quickly. I waited on hold for a while, and eventually the representative back on the line and said that a supervisor would call me back. A supervisor never called me.Instead of submitting a new prior authorization as explicitly requested in my refill request and phone call, one medical told me that the prior authorization had been denied - this was based on a several month old request to increase the quantity of the medication for simplicity. They gave me an alternate prescription, but that ALSO required prior authorization, which they didnt provide to my insurance. I called back yet again to try to resolve and was given no information as to why the prior request didnt get fulfilled. There was also no record of my supervisor request earlier in the day. The representative was not able to process the authorization either, only submit the same request again. I requested a supervisor again, was told one would be on the phone in 1 minute. I waited 5 minutes, then hung up to avoid repeating the prior issue.This is a simple request Ive made clearly 3 times now, and 2 requests for a supervisor to get to the bottom of this have been ignored. The original prior authorization was quite cumbersome as well so Im concerned how long Ill go without the medication. Im not sure what else to do.
Business Response
Date: 09/26/2024
Hello *****,
My name is *******, and I'm a manager on our Patient Relations team here at One Medical. Thank you for reaching out, and I am so sorry to hear about the experience you've had regarding prescription prior authorizations.
I did see that the authorization issue was resolved this morning, which I was glad to see. I also have reached out to management. Please check your secure messaging for more communication regarding this issue.
Thank you again for sharing, and we appreciate your time.
All my best,
*******
Customer Answer
Date: 09/27/2024

Complaint: 22342127

I am rejecting this response because: Ill consider this issue closed once I have an appropriate explanation for why my prior authorization was so poorly mishandled and why Ive not been called by a supervisor.

Sincerely,

***** *****
Business Response
Date: 09/27/2024
Hi *****,
My name is *** and I work with ******* on the patient relations team. It looks like the issue with your prescription has been resolved based on the secure in app messages. Additionally, *******, who is a leader in our organization, reached out yesterday at 2:34 p.m. She left a voice mail and also sent a message securely in app asking for a better time to connect. If you would like to respond to that message with a good time to call, we are happy to discuss the issue further. You can also always reach out to us at ********************************* to reach our team directly.
Best regards,
***
Customer Answer
Date: 09/27/2024

Complaint: 22342127

I am rejecting this response because: Again, Ill consider this issue closed once I get a full explanation for the errors. Ive been unable to connect with ******* so far. *** if you want to try calling me directly that would be appreciated.

Sincerely,

***** *****
Business Response
Date: 09/30/2024
Hi *****,
I understand you spoke to our ********* Manager ******* last week Friday afternoon. If there is anything else we can do for you, please reach out to *********************************************************
Best Regards,
***
Customer Answer
Date: 09/30/2024

Complaint: 22342127

I am rejecting this response because: thanks ***, Ill consider this closed once the thorough explanation has been provided which I believe is being investigated currently. Thank you.

Sincerely,

***** *****
Initial Complaint
Date:09/24/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
One Medical sent me a written description of the weight loss program and the medical code that would be used to charge me for part of the program. I followed their instructions and verified that code was covered by my insurance. This is problem #1 - One Medical would save everyone a lot of time and money arguing later if they verified coverage themselves.After the OK from insurance, I joined the program. Got a bill from One Medical and they are not using the code they advertised, but instead they use another (not advertised) code. That code is not covered by a copay and instead results in over $400 of charges for 20 min with a non-doctor health coach.One Medical said they fixed the issue and my bills disappeared (after hours and hours of stress). Now they are back. The same code is still there. They did NOTHING, but send the bills back to my insurance as they already were and now we are starting this argument again. One Medical is trying to say this is a deductible issue, but insurance says if they used the advertised code I would be charged the copay. It is the way they are billing me.Not having trust in a medical provider is the worst case ever. I can't trust I can get care for the cost I am told in advance of the care and to fix the issue causes emotional distress. It was not only the opposite of a program to help you lose weight, but it was one that will send you straight to emotional support food when you try to cover the hundreds and hundreds of dollars they bill you against their own promise. One Medical is a scam. They need to submit my bills again to my insurance with the code they advertised. If it is not covered by insurance then we can have a conversation, but using another code and blaming them for my deductible is BS and my insurance says One Medical is wrong. They are a scam.
Business Response
Date: 09/25/2024
Good afternoon *****,
Thank you for reaching out us with your concern, my name is **** and I'm on the Model Experience team here at One Medical. I wanted to let you know that I reviewed your case with our billing manager and I believe we have come to a resolution that addresses your concern. When you have a moment, you can view the latest message using our app, sent at 12:30 pm PST on 9/25/2024, which outlines the resolution. My apologies for any undue stress this may have caused and if you have any future concerns please feel free to reach out to us at *********************************************************. Thank you.
****
Customer Answer
Date: 09/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I hope this won't be what we do again in couple months. :-)

Sincerely,

***** ******
Initial Complaint
Date:09/23/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My PCP unexpectedly went on leave 9 months ago. I have received no information regarding their return or absence. No one has filled in for them. I have routinely asked for a PCP and been told their are none accepting new patients. Both **** and *************** have told me One Medical is required to give me a PCP. I was offered a remote PCP but every time I book remote they tell me I need to physically come in due to the nature of my situation, and then I'm not able to schedule an in person appointment. They have not provided a replacement PCP at the office where my previous PCP was located, or any other nearby offices. I have asked repeatedly over the past 9 months and gotten no real answers.
Business Response
Date: 09/25/2024
Hello *****,
My name is *******, and I'm a manager on our Patient Relations team here at One Medical. Thank you for reaching out and sharing your feedback.
I sincerely apologize for the experience you've had around finding a new primary care provider (PCP). We are actively recruiting and hiring more providers all the time in order to provide everyone with multiple PCP options. We are and continue to work on this, and take this feedback seriously.
In the meantime, please be on the lookout for communications from local management about current PCP options, and we appreciate your feedback.
All my best,
*******
Customer Answer
Date: 10/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. At this time I would no longer like the complaint to be active.

Sincerely,

***** *****
Initial Complaint
Date:09/23/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting a formal complaint against One Medical for its unethical billing practices and failure to resolve a billing dispute that has been ongoing since July 2024. On July 17, 2024, I had a brief, approximately 10-minute visit at One Medicals *************************************************************. Despite the short duration of the visit, One Medical incorrectly coded the service as a *************** visit, long" (CPT *****), resulting in an inflated and unjustified charge.I have repeatedly contacted One Medical via emails, phone calls, and their messaging system to rectify this error, including escalations to their billing leadership team and even direct communication with the Director of Patient Experience. Despite my efforts, One Medical has continued to uphold the original, incorrect coding based on misrepresented time spent on follow-up activities. They claim that post-visit tasks, such as coordinating a prescription, added significant time to the visit, which I witnessed was completed in-office in a matter of seconds.The billing and coding teams have provided generic, pre-scripted responses, failing to address the specific nature of my concerns. I have explicitly clarified that this is not a matter of seeking insurance coverage or an appeal for benefits but rather an ethical billing discrepancy that needs correction. Their refusal to acknowledge or fix this error represents a violation of ethical billing practices, causing ongoing frustration and financial ********* a healthcare provider, One Medical has a duty to bill accurately and provide transparency in its services. I request the BBBs assistance in ensuring One Medical takes corrective action by reviewing and adjusting the billing for my July 17 visit to reflect the actual services provided. The continued mismanagement of this issue undermines trust and calls into question the integrity of their billing practices.
Business Response
Date: 09/24/2024
Hello *******,
My name is *******, and I'm a manager on our Patient Relations team here at One Medical. I am sorry for the frustration you've endured with this issue.
This case has been thoroughly reviewed by our billing department and patient experience teams, and the information you have already received regarding this matter reflects the most accurate and up-to-date status of this case.
I recognize this may not be the resolution you were hoping for today, but I can assure you that this matter was diligently and thoroughly reviewed.
All my best,
*******
Customer Answer
Date: 09/25/2024

Complaint: 22324860

I am rejecting this response because it fails to address the central issue: the unethical and inaccurate billing for my visit on July 17, 2024. The response merely reiterates the conclusions already provided by One Medical, which I have consistently refuted as incorrect and unjustified. While I acknowledge that the case was reviewed, the conclusion reached by the billing and patient experience teams does not reflect the facts of my visit. The consultation lasted approximately 10 minutes, yet it was coded as a *************** visit, long" (CPT *****), resulting in an overcharge.

The justification that additional time was spent on follow-up tasks such as prescription coordination is misleading and not in line with the services rendered during the visit. I witnessed the prescription coordination being completed in-office in a matter of seconds. Reiterating the same conclusions without addressing these key points is unhelpful and continues to prolong the issue.

I am seeking a thorough review by leadership beyond the teams that have already been involved, as this remains a clear case of incorrect billing that has not been resolved. I respectfully request that this matter be properly addressed, rather than providing the same insufficient, scripted response.

Sincerely,

******* *********
Business Response
Date: 09/27/2024
Hello,
Thank you for reaching out regarding this matter. My name is *** and I lead our Patient Experience team at One Medical. We have escalated it to our Director of Billing and she has responded to you in a secure in-app message. We believe that this will result in a satisfactory resolution to this complaint. If you have any further questions or concerns, please reach out to us at *********************************************************
Thank you,
***
Customer Answer
Date: 10/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The business, One Medical, has resolved the issue by waiving the $61.24 charge related to my visit on 7/17/2024, which was incorrectly coded as ***** based on an inaccurate record of time spent by the provider. I received confirmation from *** **********, the Director of the Revenue Cycle/Billing Team, that my patient balance is now $0.
While this process has been frustrating, I am satisfied with this outcome and appreciate BBB's efforts to resolve this complaint in a timely manner.
Sincerely,
******* *********
Initial Complaint
Date:09/14/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the Amazon/ One Medical website. It makes a misleading statement about Pateint Billing. "$9.00/ month for virtual doctor visits, or $49.00 for one time virtual visits". I completed my appointment which was to get a prescription for Covid Medication "Paxlovid". I went to the Pharmacy to pick up the medication and with my insurance it was over $400 so I could not afford the medication. I contacted One Medical to get a invoice and noticed they were billing me for $501 for this virtual visit. At no time was that price discolsed to me before I agreed to receive services. If anything they are price gouging insurance companies. It was a 20 minute virtual appointment for $501? If I had known the price of that I would have at least chosen the other option for $49.00. I am so upset about this.
Business Response
Date: 09/16/2024
Hi ******,
My name is *** ********** and I lead our Patient Experience team at One Medical. I'm sorry that there was some confusion about our membership model, which is different than our Pay Per Visit model. Our membership is $9/month through Amazon Prime and includes video chats for urgent issues at no additional charge. Scheduled visits - whether in office or remote - are charged to insurance or at the self-pay rates, which is stated at the time of booking those visits. Pay per visit is a single visit with a provider for urgent issues for $49 and is separate from your One Medical membership. Most conditions treated as a pay per visit for $49 could also be covered as a video chat at no additional charge.
I understand that it can be confusing when you first sign up for a new program, and I would like to make this right for you. I did send you an in-app message to find a time to chat this week and resolve this bill as a one time courtesy. If you could respond to that message or email us at ********************************* I'd be happy to discuss further with you.
Thank you,
***
Initial Complaint
Date:09/09/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was billed a medical code for services March 25th, 2024 and paid it blindly, immediately upon getting billed. I had not met deductible yet, so I paid it in full totaling $747. A month or two later I had time to look into the bill and investigate it. I realized that had billed me for a full ultra sound when they had only done a partial, so I called to get it re-coded, which was successful and they sent a new claim on June 11th, 2024 - Total was now (and always should have been) = $310 - I was therefore entitled to a refund of $437. I have since called one time per month since June 11th and have yet to get the refund. I called again today, Sept 9 and the person said its still processing. It has been 90 days since they admitted they overcharged me and still have not refunded what I overpaid.
Business Response
Date: 09/16/2024
Hello ****,
My name is *** ********** and I lead our Patient Experience team. I understand that you have had some issues with receiving a refund for money that was owed to you. I have been working with our billing team and ****** ****** did send you an in-app message regarding your bill and the refund. You should see it in 5-7 business days, depending on your credit card.
I hope this information assists you. If you have any questions, please reach out to our Billing Hotline at ************. Thank you again for your inquiry and thank you for being a One Medical patient. Enjoy your day!
Initial Complaint
Date:08/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Company prescribed me a medication and told me that they would confirm that it was covered by insurance. The medication cost me over $3000. I had to email them three times to confirm that it was covered. I was told it was covered by One Medical. I tried to submit the purchase for reimbursement to insurance. They informed me it wasn't covered. I've spent over 3 weeks trying to get One Medical's help for the payment. They are refusing to assist despite telling me blatantly incorrect informaton.
Business Response
Date: 08/19/2024
Hello *****,
Thank you for reaching out. My name is *******, and I'm part of our Patient Relations team here at One Medical. I hope this message finds you well.
Per the secure messaging already shared with you, we passed along the information shared with us by insurance and Cover My Meds as to what was deemed covered or not. At the time you picked up the medication, if the pharmacy did not apply this coverage or benefit and you chose to pay for it regardless, it is the responsibility of the patient to follow up with CoverMyMeds or their insurance prior to paying for the medication.
The information already shared with you is the most up-to-date and accurate information regarding this case we can provide. I'd recommend following up with your insurance and CoverMyMeds regarding reimbursement options for this medication with the information provided in the secure message, including a screenshot, showing coverage for the medication.
All my best,
*******
Customer Answer
Date: 08/20/2024

Complaint: 22162272

I am rejecting this response because: I was never told that the information related to the insurance coverage was coming from a third party provider. I relied on One Medical's words (detriminentally so) that were presented as their own views and filled the prescription. I would never have done so if I was not told that it wasn't covered. That is medical malpractice.

Sincerely,

*********************
Business Response
Date: 08/20/2024
Hello *****,
We offer to check benefits for customers as a service, but we work with information shared with us by insurance. It is ultimately the responsibility of individuals to know their specific benefits. After careful review of this case, the original determination stands. Please follow up with your insurance to hopefully get reimbursement for this purchase - we are happy to help any way we can.
All my best and respectfully,
*******
Initial Complaint
Date:08/12/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,I began receiving bills this past spring for services rendered over a year prior. I asked for a documentation and an explanation of the charges from the business multiple times and was never sent anything other than a verbal explanation that it was for my insurance deductible. When I told them that made no sense because I had never been charged a deductible before and it was in December of the year that I had my son so surely I would have met the deductible if there was one, I received no response. Eventually they sold the debt to a medical collector. I continued to ask for them to send actual documentation showing the reason for the charge as opposed to a verbal explanation and they refused, saying that the debt had been sold. They also said they had sent me numerous statements to my email with confirmation that the statements had been opened. I searched my email and found no such statements. When I asked them to share one of the proofs of receipt that I had opened the email, they sent me one example in a document that either could not be opened or had nothing in it -- either way there was no proof. I have been primarily dealing with ***************************** and *************************. I have no problem actually paying my bill, but I would like to know what I am paying for and certainty that they billed my insurance correctly before sending the payment.I request assistance because I believe I am entitled under federal law to receive an explanation of the medical debt before I am required to pay it, but they are refusing to share that.Thank you,*****
Business Response
Date: 08/12/2024
Hello *****,
My name is *******, and I'm a manager on our Patient Relations team here at One Medical. Thank you for reaching out, and I'm sorry to hear about your experience. Please check your messaging portal in the app for an update regarding this billing inquiry.
All my best,
*******
Initial Complaint
Date:08/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/4/24 I contacted One Medical via phone to get advice on what I should do for symptoms I was experiencing. I was told to book an urgent visit with One Medical that same day so that I could get any test results back as soon as possible (this is the reason I was given by the person on the phone). When I came in I was asked to provide specific samples. One Medical took insufficient samples and then LabCorp misplaced at least one other sample. Not only did they never reach out to me proactively, but I had to contact One Medical numerous times to check in on the status of labs. At one point was told that One Medical hadnt taken enough sample and I would need to come in and give more sample. I still dont know what I had, if I still have it, and if it is contagious. I filed several complaints directly with One Medical, which they rejected and blamed on their lab partner LabCorp. They refused to let me speak to someone on the phone so I am now seeking support in resolving this bill.
Business Response
Date: 08/05/2024
Hello,
Thank you for reaching out about your issues with LabCorp and their handling of your samples. We are so sorry that you had this experience. We have contacted LabCorp on your behalf and provided this negative feedback to the LabCorp team for improvement. LabCorp processes samples on behalf of One Medical, but is a separate company from One Medical.
Because of these issues, we have asked LabCorp to waive all LabCorp fees and you will not receive a bill from LabCorp. Again, I'm so sorry that we had so many issues with the lab and the samples.
Please don't hesitate to reach out to ********************************* or ************** if you have any questions, our phones are available 24/7/365 to answer any questions and assist.
Thank you
The Patient Experience Team
Customer Answer
Date: 08/06/2024

Complaint: 22091083

I am rejecting this response because: I am looking for a resolution related to the charge from One Medical for the urgent visit and sample collection, as I never found out what was wrong with me due to the fact that the samples were not sufficiently collected by one medical. While LabCorp is a separate company, One Medical is responsible for the partnership because patient has no choice in the matter. I do not feel I should be charged for a visit which did not diagnoses nor treat what I came in for, let alone an urgent visit fee (when everything was delayed and never resolved). Pinning the blame on another company for which One Medical owns the relationship and sample collection is negligent and blatantly avoids responsibility for patient care. At minimum I would like the urgent visit fee waived, and ideally the whole visit. Thank you.

Sincerely,

KS
Business Response
Date: 08/14/2024
Hi ****,
Thank you for reaching back out through BBB regarding your issues with the sample collection and labs. We are sorry this issue occurred and as a result, we have waived all fees related to the sample collection and labs.
I understand that you are also interested in receiving an additional waiver of fees for an Urgent Care visit. We have reviewed this additional visit waiver request and it appears to be unrelated to the lab collection issue above. Therefore, it was billed as a regular visit. In the visit notes, it appears you discussed several issues with the provider during this visit. We had our clinical team review the clinical care provided in this visit and they have deemed it appropriate. We have also had our billing team review the charges and they were also determined to be appropriate.
We have reached out on 8/5 and 8/14 to set up a time to attempt to understand the background and reasons for the request for the waiver of the additional visit, but have been unable to reach you to set up a phone call. You can reach us by replying to our messages or at *********************************
Thank you
***
Initial Complaint
Date:07/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On (7/17), I get a bunch of emails, and phone calls the nurse practitioner at One Medical, I work with, saying they got my lab work(that was processed by ******** on 7/8) back and something seems to be wrong. It looks like Im in renal failure, and I need to go to the hospital immediately to get checked out. I also found out someone did something my sample, and a bunch of the tests couldnt be done. So I do, after spending six hours there, they let me out around midnight telling me other than the cyst on my kidney - Im perfectly fine, and absolutely not in renal failure(for the record my mom died of kidney cancer, and had been in renal failure for the last few years of her life - so needless to say I was both relieved & a ***************** shocked). Next day(7/18), I messaged my doctor telling them what happened, and asking what the h*** is going on? But far more professional. On the 19th, I hear back from the office. Evidently the hospital didnt run all of the tests they wanted, so I have to come back to give more blood. On the 24th, I find out my tests are incomplete again. Something was wrong with my sample(via LabCorp). They say they want me to come back again for more blood. I put my foot down, and say I want answers, but I would rather go to hospital and get it done. They said they understood, and theyre working on the problem, and gave me the lab requests. Went to the hospital(the one they told me to go to today 7/25), they didnt put it in the system. Three times I told them they needed to enter the order thru Epics, and they keep faxing. I have been sitting her for two hours waiting for them to do it right!
Business Response
Date: 07/30/2024
Hello *******,
My name is *** and I lead our Patient Experience team at One Medical. I'm so sorry you had a negative experience with ********* which is a third-party lab that One Medical partners with to run lab tests for patients. We have provided the feedback to ******** about your experience and have asked them to provide a root cause analysis. Our team will be in touch with you on the resolution of the discussion with ********. I understand how frustrating your hospital experience at the lab might have been as well. Epic is a system used by the hospital, and One Medical uses a different Electronic Medical Record, which may have caused the delay as we do not have access to Epic, and therefore fax requests that are external to our EMR. Again, I'm sorry for this poor experience with these external organizations, we have provided the feedback to them for improvement and will follow up with you with more information. Please don't hesitate to reach out to ********************************* if you have any additional questions.
Thank you,
***
Customer Answer
Date: 07/31/2024

Complaint: 22049166

I am rejecting this response because:
One medical sends me to Mass General for mammograms & the doctors on One Medical are listed on Mass Generals website. If theyre listed, and you use them for everyday procedures - which is on epics, you should be able to upload lab requests to Epics.
also I got a phone call from ********************************* from ******, and she came in way too hot. She wouldnt allow me to explain myself and why I submitted the complaint. She got combative, so I removed myself from myself from the call. I understand accidents happen, and people have bad days - but I didnt deserve that.
Because of that, I reject this pitiful excuse.
Sincerely,

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

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