Complaints

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• Initial Complaint

  Date:05/22/2023

  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.

  January 27, 2023requests to this agency began. Three separate entitiesall of who can provide request receipt confirmations, ALL received no response from this facility. My primary care Veterans Affairs My psychiatric provider All ******** made several requests and continued to relay no response given.I have 6 letters from the VA alone indicating the facility refused compliance.I have saved emails and all fax delivery confirmation with this facility. The facility failed to comply with HIPPA regulations and procedures.After 63 days of no responsethe VA called and said we need the records now. I called the clinical director who seemed to care less, but agreed to send a copy.This copy was received by the VA 03/20/2023.The record was incomplete, almost no treatment information provided. This caused my claim to be denied. A higher level review did reopen the claimagreeing the claim was only closed due to failure of the facility to provide accurate records.The requestwhich was received by the agency many times, species: VA Form: 21-4142 I voluntarily authorize and request disclosure (including paper, oral, and electronic interchange) of: All my medical records; including information related to my ability to perform tasks of daily living. This includes specific permission to release: I. All records and other information regarding my treatment, hospitalization, and outpatient care for my impairment(s) including, but not limited to a. Psychological, psychiatric, or other mental impairment(s), b. Drug abuse, alcoholism, or other substance abuse, c. Sickle cell anemia, d. Records which may indicate the presence of a communicable or non-communicable disease; and tests for or records of HIV/AIDS, e. ************ impairments (including genetic test results) 2. Information about how my impairment(s) affects my ability to complete tasks and activities of daily living, and affects my ability to work. I want the facility to comply with federal law and correct my record. The claim can receive no new information so the facility must CORRECT their mistakenot forward view information.

  Business Response

  Date: 05/25/2023

  Records could not be released because the name on the release of information did not match the name of patient and did not match any former patient of Williamsville Wellness. This was rectified on 3/20/23 when the former patient sent the correct records request and records were sent by fax to her requested provider on 3/20/23.

  The custodian of records at Williamsville Wellness (*************************) advised that 38 pages of records for ****************** were faxed on 03/20/2023. These are the records that are typically sent when records are requested due to the detailed clinical and diagnostic information. Williamsville Wellness faxed ********************** Psychiatric Evaluation,Psychological Assessment, Treatment Plan, and Discharge Summary to her requested provider. These records included detailed psychiatric and psychosocial history,diagnoses, limitations, medications, clinical progress and recommendations,etc. We usually send additional records if needed and/or requested. Additional records were requested and the custodian of records at Williamsville Wellness has faxed the entire medical record of 287 pages to her provider on 5/23/23.