ComplaintsforSignature Health, Inc.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* ****** (SH) was paid $390.86 on 10/17/2022 by Medicare for "partial" services rendered on 10/03/2022. SH did not fulfill services to completion. SH billed Medicare to evaluate me only. SH committed to provide immediate follow-up services after the evaluation. However, once SH received their money from Medicare, they failed to follow through with my post-evaluation services. SH led me on for months while I made multiple desperate attempts to redeem the remainder of services. I voiced my concerns with SH to no resolve. The ******** office ************** was assigned to my case. My authorized representative was to be Yari (at extension *****). I called multiple times but her voicemail box was always full, I spoke with receptionists who seemed like they had no idea how the office was run or what was even going on, I left messages with other agents, I left a voicemail with her supervisor, etc. I have no 'account' number per se. Yet I do have the Medicare Claim Number (222285000854070HA). I find it very shady that this business (whose sole purpose is supposed to be helping disabled people) collects federal funds without following through with services. It is a waste of patients time and taxpayer dollars. I can only imagine how many patients SH has done this to, but they lack the capacity (due to their disability) to file a complaint of any kind.

  

  Business response

  08/30/2023

  See Attached letter

  To Whom It May Concern:

  This letter is in response to the complaint letter dated August 17, 2023 with regards to
  Complaint ID ********. We cannot confirm or deny that the person who made the complaint is a
  patient at ********* ******. Further, we cannot release any patient information without a signed
  release. ********* ****** takes all complaints very seriously. Upon receipt of a complaint,
  ********* ****** conducts an internal investigation and responds to the complaint in the
  appropriate manner. The primary issues listed in the complaint was with regards to not being able
  to speak with someone at ********* ****** and being forced to leave voicemails. ********* ******** phone system is available to patients 24 hours a day. We have oncall staff to address any
  afterhours emergencies. Any after hour emergency calls are answered by our contracted answering
  service staff, who will notify the oncall provider in the event of an emergency. During business
  hours, any patient calling to schedule an appointment would be routed to our call center. A call
  center staff member will receive the live call and assist the patient with scheduling an appointment.
  It’s possible to bypass this system by entering a specific extension but we advise all patients to
  allow the system to route them to a call center employee. We are unable to address any of the other
  issues listed in the claim due to privacy laws. If you need further information please provide us
  with a signed release. We will take all necessary steps to ensure this complaint is investigated and
  addressed.

  Sincerely,

  ****** *******
  Compliance Manager

  Customer response

  09/03/2023

  Better Business Bureau:
  
  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 would like to know what you are going to do to address the issue of your staff not following through with patient services once you billed insurance.
  
  Regards,
  
  ****** *********
  
  
  
  
   

• Initial Complaint

  05/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had two phone appointments with my mental health practitioner in the past two weeks that the provider has missed both appointments with no effort to reschedule. I have complained to management and asked for a new provider and been advised they will respond to me in less than 24 hours. I have NEVER received a call back. I am now about to run out of prescriptions for mental health diagnoses and I cannot get an answer from anyone at ********* ******. I have been taking these medications for years and I cannot get an appointment with another provider in time to get the prescriptions refilled. ********* has been utterly non-responsive to ALL of my requests and they seem to have ZERO concern for patient well-being. This is the most recent of MANY issues, including an issue with my previous medical records, where I not only had to request the records myself from my previous provider and PAY FOR THE RECORDS, but, after I had them both faxed and emailed to *********, nobody could confirm they were received on their end. The previous provider advised that my current provider should be requesting the records themselves, however the nurse practitioner I was under the care of at *********, ****** *******, refused to request them himself. I spoke to nursing supervisor ******* ******* and advised her of litany of complaints on 5/10/22 and she assured me that either she or the night nursing supervisor, Alex, would get back to me before the end of the day. I asked to be assigned to another mental health provider at ********* due to the number of problems I was having with *** *******. I never received a phone call from anyone at ********* regarding my issues. I called today to advise them that Sikaffy once again failed to show up for the scheduled appointment and told them I am needing my medication refills IMMEDIATELY. I was transferred to ******** but had to leave a voicemail and have not yet heard back. I need help getting my refills at a minimum.

  

  Business response

  06/10/2022

  Please see attached letter for our response to this complete

  Customer response

  06/10/2022

  To Whom it May Concern,

  We are in receipt of the complaint made on May 18, 2022. ********* ****** takes all
  complaints seriously. Once a complaint is made, ********* ****** will investigate the complaint.

  ********* ****** prescribers use their clinical judgement to determine if the medication a
  patient is requesting is the best course of treatment for the patient. There are some situations
  where a prescriber does not feel it is medically appropriate to prescribe the requested medication
  to the patient. ********* ****** prescribers will always address their reasoning with the patient
  and make alternative treatment recommendations. Patients always have the right to request a new
  provider or get a second opinion with regards to the medication recommendation. *********
  Health will assist any patients with referrals or send any medical records to the provider of the
  patient’s choosing.

  ********* ****** has completed their investigation into this complaint. We have reached
  out to the person who made the complaint to resolve the matter. If you have any questions or
  concerns, please contact our office.

  Sincerely
  
  ****** *******
  Legal Assistant

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩