A poorly ran office, lack of attention to detail, treated poorly
Issues with Record Keeping: I went in to get some tests done. The staff asked me to sign up for the online patient portal website they use. When I asked if my records would be available there, they said not automatically. I was told in order to get records of my visits, diagnosis and test results on the site I would have to remember to ask them to upload them each time I visited.
Issue with Prescription: I received a prescription from Dr Mikhail. He forgot to write the frequency (times per day) on the prescription so the Pharmacy would not fill it until he corrected it. It was a Friday; he did not make the correction until late the next Tuesday, so I was not able to get my prescription until Wed, 5 days later.
Issues with Billing: I scheduled an appointment for preventative care - physical and testing. I was very clear with the doctor and with the staff I did not want any test that was not covered by my insurance. I requested this repeatedly and they acknowledged my request. Subsequently I was billed for 4 tests that were not covered because the doctor prescribed a single group of tests instead of specifying the tests that were covered. Additionally I was billed for the physical because they did not code it as preventative care. Even my insurance company who is not in the business of paying when they don't have to, stated I should not have to pay and this was the doctors error. They refused to correct this later after we had a falling out and I had to pay.
Issues with Prescription Refill Requests: I requested a refill from my pharmacy. They informed me Dr. Mikhail wrote the prescription and they would need to contact him to get a refill. This did not happen immediately and after returning from some unexpected travel 2 weeks later I asked the Pharmacy if my prescription had been refilled. They informed me they had contacted Dr. Mikhail's office repeatedly via phone and fax with no response. I called the doctors office and spoke to the head nurse Jamie who said she never received any request for a prescriptions refill.
Issues with Record Keeping #2: Jamie also claimed the Doctor had never written a prescription for me in the first place. She checked the records and said there was nothing there, no prescriptions had ever been written for me by them. I later checked the prescription bottle and verified Dr Mikhail was the prescribing doctor.
Head Nurse w/ Poor Attitude: While on the phone with Jamie, she made it a point to state that I was wrong repeatedly and suggested maybe I had the wrong doctor. When I tried to explain to her that I had just got off the phone with the pharmacist who stated Dr Mikhail was the prescribing doctor she just talked over me and kept repeating there was no record. When I suggested that records are entered manually and are subject to human error, incredulously she asked me why I was being argumentative with her and hung up on me.
Issues with Providing Feedback Directly to the Doctor: I called back later to leave a message for the doctor to let him know what happened but when I selected the options to leave him a message I got Jamie's voicemail box. I then called and talked to another staff member who said I could provide feedback directly to the doctor via the online patient portal website. The next morning before I could submit feedback I received an automated email stating: "You were un-enrolled from Patient Portal by your practice and cannot use the portal for communication with Irvine Internal Medical Group." I called and talked to the staff and they said Jaime had told the doctor that I was rude to her and that I could not be a patient there or access my records. I was never planning on going to this doctor again but it seems cruel to block a patient from accessing their records. Plus I was blocked from contacting the doctor directly to let him know how Jamie treated me. I suspected this was not the first time she had had a problem with a patient, judging by her oversensitivity and short fuse with me. The staff member said I could email her and she promised to forward the email to the doctor. Not trusting that, I decided to communicate what happened here and via a formal complaint to my insurance company instead. read more