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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/21/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have tried unsuccessfully to have my physician Contact me concerning my health questions as well as concerns with a referral from them to see specialist to address my health issues who also have failed to provide me with treatment options and respond to my messages left. Lastly my doctor referred me to have a colorguard screening and I received a letter from the lab who did the screening test stating they sent the results to the doctor but the doctor has yet to call me with the results so I have no idea what hat my health issues are in relation to the screening labs as the doctor at Oak Street Health nor the ** a ******************************* have yet to readout to me as my health worsened.
Business response
12/16/2022
Hello, thank you for taking our call. Oak Street Healths mission is to deliver an unmatched patient experience. Were happy to hear that a teammate was able to reach you and help you make an action plan. Please contact us at ************** if you need any further assistance.Customer response
12/19/2022
Complaint: 18442181
I am rejecting this response because:
Sincerely, they have not addressed my healthcare needs
***************************Customer response
01/06/2023
Complaint: 18442181
I am rejecting this response because:
Sincerely, False claim by the business I still have not seen the doctor nor got any positive response from them. They have ohms request for my medical records and both in person and via phone my request was ignored and the Medical director has not reached out to me despite my request for meeting her this ***********************************. I now have contacted the ** ************* and was instructed how to file my complaint with the medical board. The ********** Street Health continues to treat me in an unprofessional manner and the I medication was automatically refilled by my pharmacy and not due to any help by the staff at Oak Street Health . This center is racially biased and will lie to save themselves. I still havent received all my medical records nor seen or met the Medical Director or center manager so my complaint will be made to the ************* and also legal counsel is being addressed.
***************************Initial Complaint
10/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I called Oak Street Health around 08:00 Monday, Oct. 10th. 2022 asking for a prescription for a UTI infection. At that time the pain was mild. I needed the medication before it became fully blown. A couple hours latera ** reach out to me but I missed the phone call. She did not leave her name. I called back and spoke to a young lady name ***** who put me on hold to find the ** who called me. ***** came back to the phone and said she was still working on the problem. Than I was cut off. No one tried to call me back due to the disconnection. This infection has became full blown. I went into full blown panic mode. What was I going to do? I could not take this pain. This is not the first time someone just hang up on you from this organization because they did not feel like doing the work. I decided to ask a friend to help me out since she has a medicine cabinet full of pills. She gave me some anti biotics that she had. To this day no one has contacted me from Oak Street Health about anything. The ball was dropped big time. Why didn't I go to the emergency room? You will be sitting there for hours in a lot of pain while going to the washroom every 3 minutes. This was totally uncalled for. It all began with the ** not leaving her name. Which was totally not professional.Customer response
11/03/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
06/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I signed up with Oak H3234**33313834333837H in December of 2021. I&#**;ve been having problems with balance and needed a referral to a neurologist. I had an appointment at 10:00 am to see my doctor today, June 15th. No one ever showed up to pick me up so i called the office they said the appt had been cancelled and would not give a reason why it was cancelled. They didn&#**;t even try and reschedule the appt. I need a referral. This place is preventative medicine facility with no emphasis on diagnostic care. This complaint is for information only.Business response
06/20/2022
After further looking into this matter we discovered that this patient's appointment was canceled by our team by accident. ******************** had an appointment scheduled for 6/15/2022 at 10:00 am. Her original pick up was scheduled for 9:30 am, which would have been too early. Our welcome coordinator called the patient to reschedule her pick up time to 9:40 am. Our welcome coordinator was not able to get ahold of the patient to inform her of this.
On the day of Ms. ********* visit, our driver noticed that she only had transportation scheduled and no coordinating appointment. Our welcome coordinator assumed this was a mistake and canceled transportation. ******************** called the day of her visit asking why our van never picked her and our welcome coordinator did not have a reason, but apologized and offered to reschedule her visit due to her needing a referral to a neurologist. Patient got frustrated and said she no longer wanted an appointment.
After pulling a report from our EMR, the local team was able to determine that the patient's appointment was canceled by mistake by someone on our staff. The local team attempted to reach out to ******************** and left voicemails on 6/15/22 at 3:15pm, 6/16/22 at 3:42 pm, & 6/17/22 at 3:03 pm. OSH will continue to attempt calling the patient to get her rescheduled.
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Customer Complaints Summary
15 total complaints in the last 3 years.
10 complaints closed in the last 12 months.