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:08/01/2023

  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.

  After waiting for appt to be seen for knee injury, finally get seen to be told I need a injection that needs insurance pre approval. After 4 weeks we started calling insurance to find out what hold up was, they faxed approval over 4 times in same day for them to keep saying we can’t find it. When they got it Dr went on week vacation. Then two days before appt we can’t get med. so had to re-approve with insurance. We got that expetited, appt then went over half hour late!!! This is totally not acceptable and this is just the basics with this place.

  Business Response

  Date: 08/17/2023

  07/19/2023 Patient arrived at our office multiple times demanding her injection be done prior to her leaving for vacation.  We did not have the insurance authorization for the injection at that time nor did the patient have an appointment scheduled for that particular day.  I spoke to patient directly and apologized but again explained we didn't have the required authorization and she had no appointment scheduled.  I did give her/insurance my direct fax # to have them send the authorization.  Patient was still upset and stated she might not return and proceeded to leave the building.  Once I received the authorization I delivered it to the appropriate Team.

  I was advised by the Team there was an issue with the injection but patient was contacted and overbooked and put in the soonest appointment possible.

  Patient arrived for her appointment on 08/01/2023.  She was confrontational at the appointment and continued to make negative remarks.  Patient was called back 30 minutes from her schedule appointment time which is not ideal but not unrealistic in a medical office.  Following the appointment I received an email from patient that she sent via our OCI website.  She wanted her complaint heard.  I called patient; she was upset over her wait time for "just an injection" and  asked why someone else couldn't have given her the injection.  I again apologized and explained the same; not ideal but it does happen and that only the physician could administer the injection.

  Patient continued to voice her frustrations about Dr. ****** and our office.  I at that time advised patient I felt the best option was for her to contact her PCP to establish care within another office.  She hung up on me.

  I have apologized more than once to this patient but there was no apology from her for her actions towards OCI/staff.