Complaints

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:03/05/2024

  Type:Customer Service 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.

  Sinai ******* (AKA: Mount Sinai Health System) is sharing my personal health information in the Care Everywhere or **** system. Per the attached document from the **** system, there is a link that will any provider to see my personal health information via ****.I ask that myChart in the **** system to be deactivated immediately since I did not provide authorization for my records to be shared via ****.

  Business Response

  Date: 03/28/2024

  Hello,

  Thank you for bringing this matter to our attention. Upon review of the medical record in this case, there has been no inappropriate access, use, and/or disclosure involving this individual's medical record. Updates received and/or viewed via MyChart/Care Everywhere as noted in the complaint are related to interoperability under CMS final rule 9115-F with other institutions at which this patient is currently seeking care/services. For more information regarding CMS final rule 9115-F, please visit ***************************************************************************************.

   As patients must actively enroll with the MyChart platform upon seeking services from a healthcare provider, a patient may perform the following steps to deactivate their MyChart account:
  
  1. Log into MyChart (Sinai MyChart link: **********************************************************************************************).
  2. Select the Menu tab at the top left of the page to bring up the drop-down list.
  3. From the Security Settings page, select the link under Deactivate Your Account.
  4. At the bottom of the page, select Account Deactivation Page.
  5. Click Deactivate.
  

  As a hospital system, our organization must follow the 10-year medical record retention requirements under ** state law 210 ILCS 85/6.17. Further, under HIPAA, we are required to retain medical record information for six years. Patients may request an accounting of disclosures or an amendment to their medical record at any time by contacting the Sinai ******* Medical ************** at **************.

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21390191
  
  I am rejecting this response because I am revoking authorization for Mt. Sinai Hospital to share and obtain my personal health information in MyChart EPIC system without my permission.  I ask for the appropriate form to complete so that I stop the sharing my pesonal health information.

  Thank you for sharing me about the *** Rule 9115-F that allows patients and payors to access the personal health information via patient portal website.  *** rule does not state that my personal health information can be shared with others without my permission.

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/12/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/22/2023

  Type:Order 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.

  This message regarding my mother, Jevity Formula 1.5, is for the ******************** I contacted this department on 12/22/23 regarding my mother needing a new prescription for my mother. Dr. ****** prescribed for my mother last year, in November 2022. I am having difficulty understanding why *************** who works with my mother, refuses to send the prescription to the supply company. It's frustrating to have to be transferred to different staff and explain the same thing repeatedly when this staff is sitting right next to each other because I was on speaker. I spoke with Ms. ******* who couldn't assist me. ************** stated that she was uncomfortable writing the prescription, but my mother was there in August for her follow-up. ************** stated I needed to speak with ******* someone who I don't know. The supervisor (********* ) for the oncology department refused to talk to me in the background, telling the receptionist, "Is that ************?" which means that they refused to answer the phone when my number appeared on the caller's ID. I called another number, and the receptionist answered the phone. The supervisor informed the receptionist to tell me while in the background that I needed to leave a message. FYI: I did use cursed words because I refused to allow this department to continue to play and lie to me about my mother's formula. These individuals dared to tell me they didn't have to service me and would send me someone else. Please rectify this situation immediately.

  Business Response

  Date: 12/27/2023

  Mount Sinai
  Sinai ******* is committed to developing a culture of service excellence. Can you please give us a call at ************? We would like to learn more about your experience and concerns.  

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21047692
  
  I am rejecting this response because:  I am requesting a phone call to resolve this matter. I also left a voicemail on 12/27/23 at 11:58am with the number you provided. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/08/2024

  Hi,

  Please refer to our attached response to the BBB complaint letter, which is also attached.

   

  Please reach out as needed.

   

  Thank you.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 corneal transplant done by ***********************. When the doctor took out the first stitch out my cornea start to reject. Once she seen that the drops was not working at my last visit she tells me that she is going to *********** and I need to find someone who will be able to continue to see me. Wow a slap in the face. Now I am being sent to find my own care, after ************ messed up. I was sent to Chicago Cornea Consultants to try to fix it.