Performance Health Medical Group Inc

Review: I had a 12:00 apt. with [redacted]. At 1:00, I asked when I would beseen, they told me at least another 1/2 hour. So, my options were, wait or come back and be the first seen at 3:00. I went back at 2:55 as instructed, only to find out [redacted] wasn't even there. She was at lunch taking her time while I was waiting, yet again. After another frustrating 1/2 hour I left. This is HORRIBLE treatment to a first time patient, let alone any decent human being. It is unacceptable to treat people as if they don't exist.I would never step foot in this office again, they never once apologized!!!That leads me to believe that this happens ALL THE TIME!!Please do something to stop these places from making people wait for unreasonable times.Desired Settlement: An apology would have been nice, but you can't fix stupid!!!!!

Business

Response:

I am in receipt of your letter stating that our patient, [redacted] filed a complaint with

the Revdex.com. I would like to take the opportunity to explain our practice's

side of the story. Ms. [redacted] was scheduled for a new patient consultation at 12:00pm on

May 1, 2014. On May 1, 2014, Ms. [redacted] arrived at our office at 12:00pm and checked in

with our front office. Upon check in, the front office informed her that [redacted],

P.A. was running behind due to an emergency. Ms. [redacted] seemed fine with it and sat

down to complete her new patient forms. Ms. Peny was one of 2-3 patients waiting to be

seen by [redacted]. P .A at that time. After 30 minutes, the front office supervisor

announced to the patients in the waiting room that [redacted] was still delayed and apologized

for their wait. After 45 minutes, the front office supervisor apologized once again for the

delay and offered for patients to continue to wait or reschedule. Ms. [redacted] did not accept

the offer to reschedule. Around 1:00pm. Ms. [redacted] approached the front desk and

expressed that she was upset about her long wait time. The front office staff apologized

once again and checked with the medical assistant regarding the status. The medical

assistant estimated that there would be another 20-25 minute wait. Ms. [redacted] was

informed and grew very upset. The front office supervisor offered for her to return after

our office's lunch hour at 3:00pm where she'd be one of the first patients on our

afternoon schedule. Ms. [redacted] agreed but demanded that she be the first patient. The front

office supervisor said that she could not guarantee that. Ms. [redacted] promptly left the

office.

Ms. [redacted] returned to the office at 3:00pm and checked back in with the office. She was

notified that there is one patient ahead of her. After 20 minutes, the patient approached

the front desk and cursed at the staff. The front office supervisor stated that she would not

tolerate being cursed at and asked her to calm down. The patient escalated her voice and

continued to curse. Suddenly, she violently swiped the pen container off the front

counter, scattering the pens' around the waiting room then stormed out of the office

slamming the door behind her. Our front office supervisor immediately informed our

office manager and our billing manager. Our billing manager immediately called [redacted]

Western, Ms. [redacted]'s medical insurance company and filed a formal incident report.

I can completely understand Ms. [redacted]'s frustration with the long wait time. However,

our staff did continuously announce our delay, apologize for the delay, and offer options

to her and our other patients. Our staff did not deserve to be cursed at or have objects

thrown across the waiting room. Ms. [redacted]'s behavior was completely inappropriate and

unbecoming of a professional.

I believe that our practice is not the only facility dealing with the increased work load and

confusion that has come with the new Affordable Care Act. It has required more hours

and staff to process eligibility and authorizations.

Should you have any questions regarding this incident, please feel free to contact me

directly at [redacted].

Thank you for your attention and cooperation.

Sincerely,

Clinical Director