ComplaintsforCentral Valley Medical Group

• Initial Complaint

  03/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This facility has discharged me as a patient after complaining about them losing an envelope I provided for my disability paperwork. I have then been ignored on my numerous calls, voice fax mail sent in order to retain a dr note for my employer along with my medical records. It’s been a month since I first reached out, I then have filed grievances, called with my insurance and even had my new PCP request the records as well. This facility is breaking the law and sees no problem doing so. I need my dr note stating that under Dr.****** care starting 12/13/22-I have been placed on disability and can not work. I also need my medical records transferred to my new PCP or sent to me in order to continue with the treatment for my disability. Thank you.

  Business response

  03/20/2023

  Ms. ********,

  We received your letter dated March 11, 2023 regarding ID ********

  1. We did discharged the patient after she complained about losing an envelope. We discharged the patient because she was rude.

  2. The patient was never ignored. We document all calls and respond to all calls within two hours or sooner. She was assisted each time she called. 

  3. Her medical records were faxed and verified. We were given incorrect information(fax number) but we do have proof that the records were sent on March10, 2023 @ 3:12 pm.

  4. the patient has her records and would have all the information she is requesting.

  We take pride in the service that we provide at Central Valley Medical Group. I personally interacted with the patient and she was very rude an unreasonable. We certainly did not "break" any laws as the patient stated. We discharged a patient that was belligerent to our staff and did not want to follow our office guidelines.

   If you have additional concerns, please feel free to give us a call at the number listed. 

  Thank you.

   

  Customer response

  03/21/2023

   I am rejecting this response because:
  

   

  1.How was I rude, by stating that there was a miscommunication between their staff members and not being happy with accepting an envelope with an incorrect address? 
  

  
  

  2.I have interaction ID #'s with agents who placed calls and were told by ***** that their director would get back to me. I even gave them my email address. The calls are recorded if evidence is needed. I also left a VM on 2/26/23 and sent two faxes as provided in the images as evidence, with no response. 

  
  

  3. My medical records were only faxed because I went in person to demand that they do so. Even then only lab work and some images were sent over so they had to refax the records over again. Not to mention that I was greeted by the medical record technician and someone behind her who was extremely rude stating something about, me not being able to return.  

  
  

  4. The fact that I had to go down there and wait almost 2 hours to get my medical records is just fact enough of how unorganized and ill managed the facility is. Read the one star reviews and you will see that this business has been causing a lot of patients more harm than good.

  
  

  5. The projection of my self in their statement is unreliable. Of course, they can't agree that my complaint caused my discharge. My dissatisfaction with their service is justified and according to the medical board and even my new PCP, denying a patient their medical records is against the law. 

  
  

  6.None the less I acquired the documents and am choosing to move forward. 

  
  

  
  

  Thank you, ***** *******

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