Complaints

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• Initial Complaint

  Date:09/13/2023

  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.

  In May of 2023 my 10-year-old child was referred to this psychiatric office by his primary care pediatrician and my childs insurance, in order to discuss the option of utilizing Neurofeedback therapy as treatment for his disabilities. We followed the proper steps and the chain-of-command and saw my childs PCP first, were referred to this psychiatric group, and patiently waited weeks for their earliest available appointment. One day before our appointment I found out that this psychiatrist would not be meeting my son face-to-face in person, as was initially stated in their email, but that it will only end up as a Zoom meeting. Not happy about it, but ok, fine. When I stated to the psychiatrist during the Zoom meeting that I DO NOT want my son to take any medication, and want to explore alternatives to simply medicating a problem and calling it a day, she agreed with me and stated alright, in that case I do believe and agree with you that Neurofeedback would be the best alternative treatment to medication to address his problems. I was further told to contact my insurance company to find out how her office is to refer my son for Neurofeedback. When I contacted my insurance they stated that each doctors office in California KNOWS how a referral process works and what they need to do to refer a patient for treatment outside of their office. The doctors office has to DO THE WORK of initiating the referral process. This office DID NOT do so. After waiting weeks and hearing nothing from their office, I went to their office IN PERSON and spoke to their referral person face-to-face. She said she saw the referral in the doctors notes, it must have been an oversight, and she will start the referral process immediately. It is now September of 2023 and my childs insurance does not have any referral paperwork from this ********************. Now the doctor says she will NO LONGER refer my child! Why was I left waiting 5 MONTHS and not told anything?!! Wow!

  Business Response

  Date: 09/23/2023

  Our office specialist only treat Psychiatric / Behavioural Health treatments. The patient in question was evaluated and recommended a treatment. Unless the patient follows the recommended treatment protocol, and wants something we do not provide the patient is generally referred back to the patient's insurance plan. Referring the pt to whomever they want is not our office provider's protocol when it is not appropriate especially if the patient is not following their recommendations. The doctor in question already explained to the pt's parent about the options which patient's parent declined and wanted only referral. So, the patient's mom was recommended to contact her plan to get a referral direclty. I do not think we have any referral coordinator as such assigned - the staff follows intructions given by the patient's doctor. Thank you.