Complaints

This profile includes complaints for Volusia Medical Center, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Volusia Medical Center, LLC

  161 N Causeway Ste A New Smyrna Beach, FL 32169-5328

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  Volusia Medical Center, LLC

  421 N Causeway New Smyrna Beach, FL 32169

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:03/01/2024

  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.

  I had a telahealth scheduled on 2/29/24. I was told that they would call my prescription in. I checked with my pharmacy and was told they notified ***********************, **** that he did not put the dosage. I called Volusia Medical within their business hours and was told he was gone for the day. I asked if they could contact him so I could get my medication and was told they didnt have his number. The receptionist put me on hold and called my pharmacy. I was then told it was my fault that I asked for a dosage that was not available. I informed her that I did not request a dosage that I am not a doctor. I again asked her to get in touch with *********************** and have him fix it. She said she would call me back but did not. I called this morning and was told he is with patients and Id not have time to help me, that they would call right back. I waited two hours and called back and asked to speak with someone in charge. ******** got on the phone and started the conversation with I need to be patient and stop calling. I was told that ************** is with patients and that is his priority. I told her that I paid my copay and I am a patient as well. ******** told be that I need to wait and stop being so difficult. I explained to her that it has been 22 hours since my visit and she told me that they have 24 hours to help me. She also said that she was done talking to me I have been a patient there for 7 years and feel like they have absolutely mishandled this situation. This was their mistake and tried to blame me for it.I have filed a complaint with Tricare and also with the board of medicine It is my understanding that Volusia Medical Center is allowing a doctor ******** on a suspended license. This greatly concerns me

  Business Response

  Date: 04/11/2024

  02/29/2024 (Thursday) at 1:40 pm: Patient was seen by one of our providers. The prescription was electronically prescribed on 2/29/2024 at 1:55 pm.
  

  On 02/29/2024 at 4:54 pm, the patient called and spoke to a staff stating that the medication needs the quantity in the script. The staff noticed that the script that was sent had a quantity already. She then proceeded to call the pharmacy right after to clarify what was exactly wrong with the script since the sent script had the dosage and the dispense on there already. At 5:04 pm, the staff noted that the pharmacist requested a change in the number of tablets. By 5:04 pm, the provider had left the office.

  On 03/01/2024 (Friday, the next morning), at 9:16 am, another staff noted that the patient called about the same issue. This staff then proceeded to ask the nurse working with the provider. The nurse said the provider is with patients and will get to her when he (the provider) is able to. The patient called at 11:24 am asking to speak to someone with authority. This other staff, **********,said she will try to help. ********** notes, I explained to her that we have her concern and we are working on it. It was noted that the patient was upset and ********** documented, Informed her being upset wont make things easier.Informed her to give us a little more time as we are already working on this.It was documented that pt then hung up. By 11:55 am, ********** called the pharmacy to verbally correct the script. Afterwards, ********** noted that she called the patient to inform her that the script has been corrected. ********** also noted , She said shes still upset with the way I handled her but thanked me for the help. I apologized and told her we all have our boiling point but we are still compassionate thats why we helped her get this done. No other concerns.

  03/01/2024: Pt sent an email stating this: I have been a patient at your practice for 7 years. I did a telahealth call with a nurse practitioner that I have never seen before yesterday at 1:40. I told him I tested positive for COVID, he said he would call in a prescription for paxlovid. He did not tell the pharmacy the dosage amount. I informed your NSB office and was told he had already left for the day. I asked if he could be contacted by phone. I called back this morning over an hour and a half ago and was told he is with another patient and would get a call right back. I was also told that the dosage I asked for was not available. I NEVER requested a certain dosage. I will be calling tricare to report the issues I am having with your company, I do not feel well and should not have to fight for medication after paying my copay for the visit.
  
  04/09/2024: *******, our office manager, called and spoke to the patient. Patient was refunded the $25.

  Dispute: The dispute of $25 that is written here was never brought to our attention until now. If this was a concern for her, why didnt she bring it up to our office? Please inform us exactly what the patient is requesting or disputing. Many things can be easily resolved and explained with direct communication. From our documentation, the staff tried to take care of the prescription, but is unable to since this has to come from our provider. Staff is not allowed nor have the medical background to make a clinical decision to change any scripts without a providers approval. The call between the patient and the staff on the day the script was sent occurred less than 10 minutes before the office closed. By the time the staff finished speaking to the patient and the pharmacy, the office that the provider who saw the patient was closed. The staff is required to call the pharmacy whenever there are issues with any script to get a clear answer of what the situation/error is because in this case, the provider did place how many pills he wanted dispensed along with the dosage. The next morning, less than 4 hours after the office opened, the script was corrected and the patient was updated. Therefore, the script was corrected within about 4 business hours after the patient informed the office. Patient was refunded back her copay of $25. However, please note that any patient that is seen in the office,whether they are satisfied or not, must pay their responsible portion.  Refunding a patient their copay after a patient is seen is actually against the contract the office has with the insurance. The contract states patients are responsible for their stated portion, including deductibles or copays. In addition, the office does not knowingly allow a doctor on a suspended license to work. All of our doctors must have an active license before they are allowed to see our patients. If they do not have an active license, it is part of our office policy to discontinue their rights to see any patient.