ComplaintsforSummit Orthopedic Specialists

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was supposed to have disability through December 12, 2022 for a shoulder surgery. They informed is that health **** takes care of medical records and edd, health **** did they're portion, said it was an EDD problem called EDD, they aid the doctor need to log in put the claim ID in and press extend disability. Called the doctors they said no it's all by paper. I informed them that EDD said it's all online they don't do only paper request. Called the doctors office they gave the same excuse and then called and stated that they will not extend my disability from September 29- December 12th. Today is December 20th. Therefore, I was unable to work and now they are starting they will not approve the extension.

  Business response

  03/03/2023

  Since October 2022, the patient has been calling our office/forms vendor (Healthmark) regarding his *** disability form. Multiple teammates informed him on various occasions that the *** process has changed, and he will need to request a physical copy of the *** form from **** website in order for us complete his paperwork.  The patient refused, hanging up on teammates each time. Patient called our forms vendor (healthmark) again on 12/16/22 with his spouse on the phone as well inquiring about his *** and the vendor again explained the *** process to him. The patient and his wife then started to yell at our forms vendor (Xoshia), cutting her off when she tried to talk and then hung up on her. On 12/20/22, the patients spouse called in directly to our office and started yelling, cursing and berating one of our staff about the change in the *** process and that they will not follow our forms guidelines and then hung up on her. Directly after that call, that staff member called the patient directly and explained our process again and informed him about the conversation with his wife and asked that only he contact our office in the future since he is our patient and asked that his wife not call since she has been disrespectful each time. The patient stated he will not follow our process, so our staff member informed the patient that if he did not want to follow the process regarding his ***, he can reach out to his ******* Care Physician and maybe they can help to fill it out. 

   

  We are always happy to assist patients with their forms/disability, but the patient does have steps they have to take which we cannot do for them.  In this case, the patient was unwilling to do their part, so we were unable to assist them unfortunately.

   

  Please let me know if anything else is needed in this matter.

   

  Thank you,

  ***********************

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