ComplaintsforCommunity Care Physicians, PC

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been going to Community Care Physicians for many years and have had multiple doctors at this practice. I had been running low on my medication which I have been taking regularly for years and made 2 attempts using the automated system to have my refill completed. After the second attempt failed I called to speak with someone. 5/31/22 - I spoke to someone at the front desk explaining that I have not been getting my refills for my prescription. At this time I was advised that my doctor (Allen B) had left the practice. In order to have my refill completed, I would need to see another doctor. I questioned why and was advised it was because no doctor would write me my script without seeing me. I advised that I was seen in November (less than 1 year prior) and that my script and check-up appointments were yearly. The receptionist said to make sure it wasn't a burden they would set me up with a telehealth visit. That same day I had my visit. I later received a bill for outpatient care. 7/25/22 - I spoke to a billing representative explaining my scenario. I advised her that I didn't see how I could be billed when I was forced to have a visit even though in the system they had my records. She advised that she could escalate for review. 8/4/22 - The billing representative from 7/25 contacted me back saying that she reviewed the concern with the office manager and the request was denied and I would need to make payment. I asked that the manager call me back to ensure that she was hearing what occurred because it was not the resolution I expected 8/8/22 - Megan (office manager) called me and left a voicemail requesting a callback. I called back and spoke with Megan. She was unwilling to do anything and became argumentative over the phone saying that during my visit my meds were changed which they were not. She was unwilling to assist and I advised I would be leaving the practice and am now filing a complaint.

  Business response

  09/07/2022

  Patient was in our office and we addressed his concerns and advised him of our policies.  Patient did not accept our explanation or policy, became argumentative, and told us he was transferring his care.  Our office cannot advise information on personal medical history due to HIPPA laws.

  Customer response

  09/07/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was advised that my prescriptions cannot be refilled due to the fact that my doctor had left the practice. I was then forced to have a medical appointment which I was charged for. When I questioned the charge I was met with resistance and the staff there became argumentative. When I advised the manager that I would be leaving the practice I was simply told that’s not a problem I’ll notate that on your account. They were unwilling to resolve my concerns or even have a conversation with me. They were focused on the fact that I did receive service during the appointment rather than my initial complaint was which was that I should not have needed the appointment to begin with therefore I would not have been charged the doctor visit. I simply wanted to understand why I was required to receive medical treatment and have a medicine check within a 12 month period of my last visit.

  I’m order for me to consider this matter resolved I would expect their policy to be provided to me in writing stating that the doctors office can request a medical appointment at any time regardless of reason. If that is not provided then I will refuse to pay the medical visit because as far as I’m concerned I was forced an appointment and forced to receive treatment that I did not request and did not need. Regarding me leaving this practice that is accurate. 

  
   
  
  
  
  

  
  

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