Complaints

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

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  Integrated Care, LLC

  4832 S 24th St Omaha, NE 68107-2703

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  Integrated Care, LLC

  14450 Meadows Blvd Omaha, NE 68138-3896

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:12/16/2024

  Type:Customer Service 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.

  see attached
  
  drug testing issues

  Business Response

  Date: 01/13/2025

  Dear Alan,

  Thank you for contacting Integrated Care. We appreciate the opportunity to address your concerns. Please note that Integrated Care serves only as a collection site for DOT drug screens. We do not perform the laboratory analysis of the specimen, nor do we act as the Medical Review Officer (MRO). The MRO is an independent authority responsible for reviewing test results and determining whether a result is positive or negative.

  If you have any further questions regarding the test outcome, we recommend contacting the MRO or the lab directly, as they will have the most accurate and up-to-date information about your test results. We hope this clarifies our role in the process. If we can be of further assistance, please let us know.

   

  Sincerely,
  
  
  **** ********
  Clinic Administrator
  Comprehensive Occupational Health and Rehabilitation Solutions
  
  Two locations:
  ***** ******* ***** ****** ** ***** ***** *******
  **** ** **** ******* ****** ** ***** ****** *******
  
  ************ ***** ** ****
  ************ ***
  ************ ****
  **************************
  *************************

  Business Response

  Date: 01/21/2025

  Integrated Care serves as a professional drug screen collection site, dedicated to maintaining the highest standards of security, accuracy, and regulatory compliance throughout the chain of custody process. As a collection site, Integrated Care is responsible for ensuring the integrity of all specimens, safeguarding the confidentiality of donors, and adhering to stringent protocols as outlined by governing bodies such as the Department of Transportation (DOT) and other regulatory authorities.
  Our responsibilities include verifying donor identity, properly documenting all steps on the Chain of Custody Form (CCF) and securing the specimen against tampering or contamination during the collection, handling, and transportation processes. We ensure compliance with federal regulations, maintain a controlled collection environment, and provide clear communication to all donors to uphold the transparency and trustworthiness of the process.
  The collection process begins when the donor arrives at Integrated Care with valid identification. The collector verifies the donor's identity and explains the procedure to ensure the donor is fully informed. The Chain of Custody Form is initiated to document the test details, including the donor’s information, the type of test, and the reason for testing, such as pre-employment, random, or post-accident screenings.
  Before the collection, donors are instructed to remove outer garments and leave personal items outside the restroom to prevent tampering. The restroom is inspected to ensure a secure environment, with safeguards such as the addition of blue dye to the toilet water. The donor then provides a urine specimen in a private setting unless regulations require a directly observed collection.
  The collector verifies the sample immediately for temperature (90–100°F) and volume (typically 45 mL for DOT tests) to ensure authenticity. The specimen is then transferred to tamper-evident containers, sealed in the donor's presence, and initialed by the donor to confirm the integrity of the seals. The Chain of Custody Form is updated with the date, time, and signatures of both the collector and donor, further solidifying the documentation trail.
  The sealed specimen bottles and the completed CCF are placed in a tamper-proof, leak-resistant bag for secure transport to the testing laboratory. Integrated Care ensures that every specimen is handled with care and in full compliance with applicable regulations.
  At the laboratory, the specimen undergoes initial screening tests, and any non-negative results are subject to confirmatory testing using advanced methodologies like Gas Chromatography-Mass Spectrometry (GC-MS). The laboratory results are then forwarded to a Medical Review Officer (MRO), who reviews the findings and contacts the donor if additional verification is required (e.g., for prescription medications). Once the review is complete, the MRO issues the final determination, which is securely reported to the requesting organization.
  Throughout the process, Integrated Care meticulously documents every transfer or interaction with the specimen to maintain an unbroken chain of custody. By fulfilling these responsibilities, Integrated Care ensures the accuracy, security, and defensibility of drug test results while delivering professional and reliable service to our clients.