Complaints

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• Initial Complaint

  Date:08/29/2024

  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 around August 8th I scheduled an appointment for my granddaughter and myself to get prescribed a medication to manage my diabetes. On August 19. I was checking in and I'm asked for a picture of my drivers license and a photo of myself I was not comfortable giving that so I told the nurse if she could bypass that I would continue to check In well she couldn't and showed her frustration with me due to refusing to give photos and she said doctor wanted to check my A1C I said I didn't want to do that due to not being on any medications for at least the last 8 months I didn't want to due to feeling A1C would be high and that it would just cost me for labs and felt it was a waste of time My blood pressure and weight was done and the nurse asks are we seeing her today too? Meaning my granddaughter I said yes the appointment was made a week ago she says we can't see her today cause the Dr was not listed on her mo health I was very upset I said you guys knew about this and just now telling me this at 4 pm she starts school tomorrow I said I just can't do this today and I think it's time for a new doctor. The next day I get a text message saying I needed to pay $45 for a missed appointment which ive never been told of this fee or policy before. I said I was not paying the fee and I got a letter stating due to my disrespect and bad behavior I needed to find a new doctor because I was being discharged from their practice. I have been trying to get medication prescribed for the past 8 months the doctor would prescribe me something my insurance would deny it and I would be told oh make another appointment to discuss medications with doctor and again the process would start over with nothing getting done. No one answers the phone or you are put on hold and forgotten about. I was told when I made appointments that it wouldn't matter if I was late due to having appointments that close together he would see us both at the same time. I want discharged removed and bill dropped.

  Business Response

  Date: 08/29/2024

  Dear BBB Complaint Resolution Team,
  
  
  We appreciate the opportunity to address the concerns raised by *** ***** regarding her recent visit to our practice.
  
  
  1.Photo Identification and Check-In Process:
  During her visit on August 19th, *** ***** expressed discomfort with our iPad check-in system’s request for a photo. We understand and respect her preference not to submit a personal photo. Our check-in system does have a limitation that requires a photo to be taken; however, patients are informed that they may take a picture of any object, such as the floor, to fulfill this requirement. This policy is designed to help resolve any potential billing issues efficiently. It is important to note that the interaction was recorded by our waiting room camera, and after reviewing the footage, we found no evidence of our staff expressing frustration toward *** *****.

  
  2.No-Show Fee and Appointment Policies:
  Our practice has had a no-show fee since we opened in 2021, which is clearly outlined in the patient agreement that *** ***** has signed annually. This fee is essential for maintaining the efficiency and availability of our services to all patients. We regret that she was unaware of this policy, but it has been consistently communicated to all our patients, including *** *****.

  
  3.Medication and Lab Testing:
  *** ***** declined her lab tests during the visit, stating that she had not been on medication for the past eight months. While we would prefer to have current A1C levels for managing diabetes effectively, we respect patient autonomy and did not oppose her decision. We were not informed about her challenges with medication coverage until she mentioned it during this visit. Had we known earlier, we would have gladly scheduled a time to address these concerns and provided assistance during the appointment.

  
  4.Appointment for Granddaughter:
  Unfortunately, we could not see her granddaughter during the same visit because her granddaughter’s HMO plan listed another primary care physician, which requires either a referral from that physician or a change in the PCP listing on her insurance card. Our team made multiple attempts to contact *** ***** the day before the appointment to address this issue, but we were unable to connect. We would have been happy to reschedule her granddaughter’s appointment or assist in correcting the insurance listing while they were in the waiting room.

  
  5.Patient Dismissal:
  *** ***** left the office without being seen, expressing significant frustration toward our staff. We have a zero-tolerance policy for the mistreatment of our staff, who work diligently to provide the best care possible. Given the nature of her behavior during this encounter and the missed opportunity to address her medical needs, we decided that it was in the best interest of our practice and staff to discharge *** ***** from our care.
  Dismissal from our practice is a serious decision and is not taken lightly. As a private practice, we prioritize the well-being and safety of our staff and other patients. Therefore, we cannot reverse her dismissal. We encourage *** ***** to establish care with another provider as soon as possible. In accordance with Missouri Medical Board requirements, we will continue to provide any necessary emergency services for 30 days following her dismissal.

  
  6.Billing and Collections:
  The no-show fee remains due, and as *** ***** has indicated her intent not to pay this fee, it will be sent to collections shortly. Non-payment of this fee is not acceptable, as it reflects a disregard for the policies that are in place to ensure the smooth operation of our practice and fairness to all patients. Her prior signed agreement is attached.
  
  
  We hope this response clarifies the situation and our position regarding the complaint. Our practice strives to provide excellent care and service to all our patients, and we regret that we could not meet *** *****’s expectations in this instance.
  
  
  Sincerely,
  
  
  **** **********, DO
  Continuum Family Care

  Business Response

  Date: 09/03/2024

  Dear BBB Complaint Resolution Team,
  
  Thank you for allowing us the opportunity to respond to *** *****’s additional comments.
  
  We understand that *** ***** has further expressed concerns regarding her recent experiences at our practice, particularly regarding her visit on August 19th and our decision to discharge her from our care. I would like to provide further clarification on these matters.
  
  1. Medication Management and Communication:
     Since *** *****’s last visit in April, our team has taken multiple steps to ensure her diabetes management needs were met, despite the challenges with her insurance. We have:
     - Changed her prescription as needed.
     - Completed two prior authorizations on her behalf (one of which was denied and one approved).
     - Redirected her medications to *******, as per her preference, to facilitate easier access.
     - Renewed two prescriptions to maintain continuity of care.
  
     Additionally, we have communicated with *** ***** on the phone 10 times, totaling 20 minutes, and through three messages in our patient portal. This level of communication underscores our commitment to addressing her healthcare needs and ensuring she had the support required to manage her condition.
  
  2. Appointment for Granddaughter:
     We recognize that *** ***** was upset when we could not see her granddaughter during the same visit on August 19th. Unfortunately, as we informed her, we were unable to provide care for her granddaughter because her HMO plan listed another primary care physician, which requires a referral or an update to her PCP listing. Our team made multiple attempts to contact *** ***** the day before the appointment to address this issue, but we were unable to connect. We offered to reschedule the appointment or assist in correcting the insurance listing, but these options were declined at the time.
  
  3. Patient Dismissal:
     *** *****’s frustration on August 19th resulted in behavior that we found to be unkind toward our staff. As a practice, we maintain a zero-tolerance policy for mistreatment of our staff, who work tirelessly to provide the best possible care. After careful consideration, we made the difficult decision to discharge *** ***** from our practice to preserve a respectful and safe environment for our team and other patients.
  
     This decision is final, and we cannot reverse it. However, we encourage *** ***** to promptly establish care with another provider. As required by the Missouri Medical Board, we will continue to provide emergency services for 30 days following her dismissal to ensure a smooth transition.
  
  4. No-Show Fee:
     The $45 no-show fee remains due. This policy has been in place since 2021 and is clearly outlined in the patient agreement that *** ***** has signed. Although we did not charge her for the missed appointment for her granddaughter, as her insurance did not list our doctor as the PCP, the fee for her own missed appointment is valid and will be sent to collections if not paid.
  
  We hope that this additional response provides further clarity on our actions and the reasons behind them. Our primary goal is to deliver high-quality care in a respectful and efficient manner, and we regret that we could not meet *** *****’s expectations during her time with our practice.
  
  Sincerely,
  
  **** **********, DO  
  Continuum Family Care

  Customer Answer

  Date: 09/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are not being honest. I was not contacted the day before my granddaughters appointment. My medications were not managed properly. I'll pay my bill when I'm able too and I'll gladly find a new doctor but I feel the Discharge should be removed from my chart for their faulty actions as I stated I was going to find a new doctor as I was leaving the office and for the record I was not rude or disrespectful to anyone. I was upset but I did not express any harm to anyone. 
  
  
  
  Sincerely,
  
  
  
  ******* *****