Please know that it is darn near impossible to work with your front line employees -- those who…read moreanswer the phone. A critical position, however, there seems to be a "bottleneck" &, as a long time patient of Dr Rawan, I simply cannot get the help I need. I am an 02 dependent patient currently on home health nursing services but Centerwell and your nurse, Angela, have worked well together to keep me alive. Every time I have to call BIMGA (3 times so far today) it causes undo exacerbation for my lungs. As today is Monday, I waited to call until 10:20. I was on hold for a period of time. A very nice person asked how she could help. Feeling hopeful, I gave my date of birth, my name and my phone number. I specifically said the following: "please have Angela with Dr Raman's office call me. I am feeling some unpleasant side effects from my Repatha and I need to speak to Angela". BIMGA employee asked what kind of side effects. Again, 02 dependent, I was able to say the same pain as I experience with oral statin drugs. I reminded your employee that the pain is rated about 7.5 and is definite statin pain. I again asked for the message to be cycled to Angela. 12:50 I get a call from the nurse for Ms Williams. She was very kind but said she couldn't help me because Repatha was not prescribed by Ms Williams. I thanked her very much and told her I had SPECIFICALLY asked for the message to route to Angela. Nurse for Ms Williams said that information was no where in the note but that she would get the message to Angela. I hung up and called BIMGA again. After being on hold for a short period of time, I asked the BIMGA representative why my message was not sent to Angela -- again, I said Dr Rawan was the prescriber. Your employee said that it's practice procedure to route all messages to the provider last seeing the patient (I saw Ms Williams once. Ever since I became BIMGA patient -- Ms Williams ONCE). Doctor Musa, I was flabbergasted. This is absolutely the definition of insanity! An 02 dependent patient who has been seeing Dr Rawan consistently for multiple years having to beg for a message to be routed to her practice. BIMGA employee did not seem to be concerned AT ALL. She just kept repeating "practice policy". I asked to be transferred to the practice office manager -- I again had to repeat the same information to voice mail. I've now lost count of how many times I've interacted with BIMGA via phone calls today. I am wore out. 2:15 -- Angela called thank God and is working toward resolution. My question, is it really practice policy to make something so dang inefficient when a patient is reaching out begging (yes, I was begging -- whatever's going on is extremely painful) that patients frustration level is off the charts and pulse ox drops? Is it really the intent for the office manager to consistently be unavailable for the patients who need help?

From the owner: Dr. George E. Thomas founded Beaumont Internal Medicine & Geriatric Associates with the mission to…read moreprovide compassionate, personalized medical care, while enhancing the overall quality and effectiveness of healthcare. Since our founding in 1983, we have always strived to foster excellence and professionalism in the practice of medicine.