ComplaintsforSupracare Family Health

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/9 I went to Dr office and started a weight loss program they advertise. I paid for my office visit and medication out of pocket and was told to return weekly for the medication. On 6/12 I received a phone call from a nurse asking me if I knew who gave me my shot cause they needed to close the case and didn’t know who gave me my shot. I did not know the name of nurse and was told they would figure it out. On 6/13 I called to the Dr office with concerns if my case had been closed by figuring out who gave me the shot. The lady at the front desk was unsure so left a message for the PA to call me. That evening around 4:30 the PA called me back and was unaware if the situation but stated the case would need to be closed in order to get the medication ordered. I voiced my concerns of the medicine not being there Friday 6/16. The PA informed me that they had medication at the time but couldn’t speak for Friday depending how many shots was given before then. Friday around 9am on the 16th of June I went to get my weekly shot and was informed they don’t have the medication. I voiced my thoughts of starting the shots and now they don’t have any. Was told by front desk clerk they have been waiting on medication for 3 days but would take my name down and call me if it came in. I left the office and called to speak to the PA or nurse with no luck was told I could be given a Dr notes for work explaining they was out of the shot. As I proceeded to explain it is not my jobs business why I am at the Dr but was concerned for taking time off work to come there for a shot as directed the week before. Now my concern is I have already paid for a week shot plus office visit out of pocket and started a program that the dose is a week dose before moving up in dose only to have to start over, not have the results that was explained to me during my visit. Not only is a product being advertised and being paid for on my co-pay I am out of that money and loss time from work for nothing

  Business response

  06/30/2023

  Ms. ******** came in and spoke with ******.  Ms. ******** was upset about the clinic not having medication in stock. We tried to explain to her there was a manufacture back order.  Getting many medications since COVID19 has been a struggle.  When Ms. ******** called earlier in the week, we asked Ms. ******** to call before coming to make sure we had a shot available.  When she was here, we explained to her the order would most likely be here after lunch when deliveries are normally made.  
  Ms. ******** then called back asking to speak with C. ****, NP (primary care provider) ASAP, and said she doesn't want to wait another day for a response. I told her okay, but I can’t make promises on her behalf because it is Friday, and **** NP is seeing patients now, so it'll probably be later today if that’s okay with her.  She then got angry and said that this is no way to run a business that she called off work to be here and now y’all don't have the shot. No one here advised Ms. ******** to take off work to come get a simple injection nor would we tell anyone to do so.  I told her I can add her to the waiting list and write her a work excuse so she wouldn’t get in trouble with work, she said it’s not about that, my job doesn’t need to know why I go to the doctor, I told her I agree but if she's needing something to excuse herself, I can do that. She said no. I asked Ms. ********, what do I need to do in order to help you? She said just have ******* call me “TODAY”! I said okay, that’s what I am working on for you. She said yeah right and then hung up. About 20-30 minutes later, she calls again. She says, "who is your office manager?" I told her, ***** ******. She asked me to speak with her, I told her she wasn’t here, she was sick. She says "Oh great, of course. I don’t care, the Better Business Bureau will handle this" and hung up on me again. We will document any further calls.
  Ms ******** came in requesting a medication injection. I let her know that we were currently out of them but that they should be here later today and that I would add her to my list and be more than happy to call her as soon as they arrived. Ms ******** then got angry and said that she had spoken to ******* and was told she could get one. I asked if she had spoken with her today because we just ran out yesterday. before I could ask for a minute so that I could go talk with ******* she said, "this is exactly why I did not want to start this stuff" and she acted like she wanted to say more but instead glared at me for a moment and then walked off without saying anything. Ms. ******** then called and spoke with *******.  
  Ms. ******** is on our security camera acting like a mean girl throwing a fit in the lobby because she can’t get what she wants immediately.  Of note the medication she was seeking came in after lunch.  More importantly she could have discussed this matter with ******* or ***** and she would have easily received a mutually agreeable resolution.  Due to her impatience, harassment, lack of impulse control, threatening behavior and upsetting staff we are no longer able to continue a professional relationship with her.  We pray for her and hope she does well.
  This is a very unfortunate and unnecessary situation. The issues Ms. ******** alleges are at best an embellishment and at worse an outright deception.  With her mean spirited and wholly unnecessary behavior with video evidence she is no longer welcome at SupraCARE clinic.  At Ms ********’s original office visit she made a $40 copay -insurance paid the balance for the office visit with primary care provider, medical asst., vital signs, and exam she received.  She was given the first injection here and she paid $35 for the medication. She received the services and medication agreed upon.  We provided the requisite services of the professional exchange.  She had not paid for the medication on the day she came in and made a scene.  We have never had this happen in 10 years of business in our community.  Please let us know what would be considered fair?

  Business response

  06/30/2023

  Ms. ******** came in and spoke with ******.  Ms. ******** was upset about the clinic not having medication in stock. We tried to explain to her there was a manufacture back order.  Getting many medications since COVID19 has been a struggle.  When Ms. ******** called earlier in the week, we asked Ms. ******** to call before coming to make sure we had a shot available.  When she was here, we explained to her the order would most likely be here after lunch when deliveries are normally made.  
  Ms. ******** then called back asking to speak with C. ****, NP (primary care provider) ASAP, and said she doesn't want to wait another day for a response. I told her okay, but I can’t make promises on her behalf because it is Friday, and **** NP is seeing patients now, so it'll probably be later today if that’s okay with her.  She then got angry and said that this is no way to run a business that she called off work to be here and now y’all don't have the shot. No one here advised Ms. ******** to take off work to come get a simple injection nor would we tell anyone to do so.  I told her I can add her to the waiting list and write her a work excuse so she wouldn’t get in trouble with work, she said it’s not about that, my job doesn’t need to know why I go to the doctor, I told her I agree but if she's needing something to excuse herself, I can do that. She said no. I asked Ms. ********, what do I need to do in order to help you? She said just have ******* call me “TODAY”! I said okay, that’s what I am working on for you. She said yeah right and then hung up. About 20-30 minutes later, she calls again. She says, "who is your office manager?" I told her, ***** ******. She asked me to speak with her, I told her she wasn’t here, she was sick. She says "Oh great, of course. I don’t care, the Better Business Bureau will handle this" and hung up on me again. We will document any further calls.
  Ms ******** came in requesting a medication injection. I let her know that we were currently out of them but that they should be here later today and that I would add her to my list and be more than happy to call her as soon as they arrived. Ms ******** then got angry and said that she had spoken to ******* and was told she could get one. I asked if she had spoken with her today because we just ran out yesterday. before I could ask for a minute so that I could go talk with ******* she said, "this is exactly why I did not want to start this stuff" and she acted like she wanted to say more but instead glared at me for a moment and then walked off without saying anything. Ms. ******** then called and spoke with ********  
  Ms. ******** is on our security camera acting like a mean girl throwing a fit in the lobby because she can’t get what she wants immediately.  Of note the medication she was seeking came in after lunch.  More importantly she could have discussed this matter with ******* or ***** and she would have easily received a mutually agreeable resolution.  Due to her impatience, harassment, lack of impulse control, threatening behavior and upsetting staff we are no longer able to continue a professional relationship with her.  We pray for her and hope she does well.
  This is a very unfortunate and unnecessary situation. The issues Ms. ******** alleges are at best an embellishment and at worse an outright deception.  With her mean spirited and wholly unnecessary behavior with video evidence she is no longer welcome at SupraCARE clinic.  At Ms ********’s original office visit she made a $40 copay -insurance paid the balance for the office visit with primary care provider, medical asst., vital signs, and exam she received.  She was given the first injection here and she paid $35 for the medication. She received the services and medication agreed upon.  We provided the requisite services of the professional exchange.  She had not paid for the medication on the day she came in and made a scene.  We have never had this happen in 10 years of business in our community.  Please let us know what would be considered fair?

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