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:05/23/2023

  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.

  I visited a psychiatrist to have medication management last month. They claim to have sent my prescription through to the pharmacy over a month ago. It was worded poorly and pharmacy did not fill it due to discrepancy. So I called the office 4 days ago. They told me multiple time its been sent to the pharmcy. I am the middle-man inside of their "Direct Line Of Communication" with the pharmacy. However im being treated like a drug addict for trying to receive the legally prescribed anti-depressants. I have two prescriptions. The pharmacy received one, but not the other. How is that possible when drs office claims to have sent them both? I knew this would happen. They are causing a lapse in the treatment they claim to provide. All I want is accountability from the health care industry. They charge me well over $1200/hr. And the whole point is the medication. They failed at that for over a month. I SHOULD NOT HAVE TO PAY for that service. Doctors offices can charge whatever they want but have zero accountability. Conveniently nobody is responsible for the fees charged or the services provided. Last, their medical assistant is rude and acts like I'm at fault for their lack management. When the business is to deal with mental health issues, one should not push the blame onto their clients that pay them thousands of dollars and escalate issues that are not understood by themselves. I should owe them Zero dollars. Convince me otherwise.

  Business Response

  Date: 07/03/2023

  Hello,

  As a behavioral health company we are cautious in how we respond to complaints. We recognize that some of our patients are in duress when they document dissatisfaction and yet we continue to strive to serve our communities to the best of our ability. I request that this information not be made public to ensure that we do not violate this individual's HIPAA rights. 

  The patient has always received his medications. The dates in which prescriptions were sent included the following:

  2/18

  3/17

  4/19

  5/17

  When we sent in the May 17th prescription, we had no communication from the pharmacy indicating that our directions were unclear. It wasn't until the patient contacted us on 5/22 that we were notified of an issue. We immediately contacted the pharmacy and the patient received his medication that day. Unfortunately, if we do not know there is a problem, we are unable to solve it. We were certainly eager to ensure he received his medication and thus reacted with urgency.

  Regarding the cost for visits, we do bill this patient's insurance and evidently he does have a high deductible plan. We simply charge him the contracted rate that he has with his insurance company; nothing more. We also offer self-pay rates but our self-pay rates are higher than his insurance rates. The patient has been seen and been given great care from our Providers, we are unable to provide any refunds for services rendered.

  We have continued to care for this patient and he has continued to seek our services even after this complaint, expressing to the provider that he is frustrated with the 'pharmacy process' but did not discuss anything further. His Psychiatric Nurse Practitioner plans to have a face-to-face conversation with him at his next visit to determine if he feels we are the right fit for his needs. We certainly take complaints seriously and it requires a lot of investigation to objectively determine if he is receiving his medication and quality care. Based on pharmacy records and our ********************, he is receiving the medications we have discussed with him.

  I would request that our response publicly reads"

  "Due to HIPAA concerns and the utmost importance of Behavioral Health privacy, we do not respond publicly. When situations arise, we take them seriously and contact our patients privately."

  I apologize for the delay in response. I was able to speak to a representative a few weeks ago who also advised that we could request certain items be omitted from our response. We never want to upset our patients and truly always seek to do better. However, we believe this conversation should be between the patient and his clinical team.

  Please reach out if you have further questions. Thank you for presenting an opportunity for us to learn and grow!

   

  ******, VP of Operations