Business ProfileforAza Health Wellness A to Z

I have had continued issues with staffing on referrals, medication and returned phone call. I have waited 3 months for a bi-pap referral. 2 months for a surgeon referral. As long as 2 weeks for medication. My phone calls do not get a returned call.

November 29, 2021 BBB of ***************************** Atlantic *************************************************** RE: ****** Dear ***********************:I am in receipt of the customer review dated November 22, 2021, of a patient grievance regarding referrals, medication, and return of phone calls. Referrals:This patient was seen at our Aza Health medical center on 10/04/2021. *** Referral Supervisor reviewed her chart to evaluate the amount of time it took to complete the referrals. Please see below:2/8/21 Neurology ordered, completed 2/25/21 3/16/21 Gastroenterology ordered, completed on 4/7/21 4/5/21 Mammogram ordered, completed on 4/7/21 6/14/21 Pain Mngt, Orthopedic, and Neurology ordered, completed on 7/28/21 8/9/21 Dermatology, Physical ***rapy, Pulmonology and Pain Mngt ordered, completed on 08/13/21 10/14/21 Rheumatology, Gastroenterology, Gynecology, and Mammogram ordered, completed on 11/2/21.Due to COVID related staffing shortages, there have been delays in referrals that are ordered as routine. *** longest wait between referral order to referral completion in this patient was 32 business days. Teams have been working on Saturdays to catch up the referrals so that they are completed within 7 business days.*** Referral Supervisor reached out to this patient via phone on 11/23/2021 to confirm the listed referrals were received. When speaking with the patient, she found out that the specialists office was missing some things and those were immediately faxed. *** specialist now has what he needs, and the patients procedure has been scheduled. *** Referral Supervisor offered further assistance and provided patient with her direct contact information.DME Issues:Durable Medical Equipment (DME) falls under Nursing responsibilities. *** patient was inquiring about a bipap machine. *** Director of Nursing researched this issue, *** center manager reported to her that there were transmission issues between AH and the specialists office. After five attempts, the order finally came through and the bipap was approved. *** patient has since been notified.Medications:*** patient had six medications that were renewed and sent to the pharmacy on 11/08/21. ***re are currently no other pending medication requests.Phone Issues:Due to COVID related staffing shortages, phone calls were not being returned in a timely manner. To help with this situation, the *** has assigned one person at each center who is responsible for taking off phone messages and returning phone calls. We have also implemented a *********** for scheduling and rescheduling appointments so that the front office staff can have more time to address patient issues and follow **** We apologize to this patient for messages that were not returned, and we now have a system of accountability to determine who was on phone duty the day calls were not returned. Please contact me should you require further information regarding this matter.Thank you,