This is complaint for the Lodi branch)
Center manager, Jennifer, on (Tuesday 5/23/23) refused to give me a copy of my physical that I did at the Riverside center on 6/2/2022. I have never heard of a patient being denied their medical records, let alone a copy of a physical, ever.
She kept retorting that my medical record is the employer's property & "If I don't have insurance & I didn't pay, I should call my employer to request for my copy of the physical" a false assumption that made me show her my aetna insurance card. Realizing that I actually have Indy insurance & work in the field, Jennifer, center manager, lied to me that employers instruct them to deny patients any copy of their records.
I've been working in this field for many years now, & doing travel for years as well & every facility that my employer sent me to get a physical or other med work done for a different hospital contract, has always given me my medical records without issue whenever I asked. Including this site so this center manager was clearly biased in making assumptions.
I called my employer who confirmed that it is illegal & they never instruct any of their affiliated occupational health facilities to deny their employees/patients their medical records. & that it was odd so they'll send me a copy & fax one to my facility as well. But I was disturbed by this exchange with a manager at Optum.
Once I got verification from my employer, I asked Jennifer, the center manager, to give me contact information about her boss so I can discuss this issue with him/her....and Jennifer REFUSED!
For over an hour she went to the back pretending that she does not have her boss's contact. She kept saying bear with me I have to look for it, I don't have it....who doesn't have their boss's name & contact information. She proceeded to call a bunch of other people to try and redeem herself but still refused to give me her boss's contact information.
So she refused to give me a copy of my physical, she insisted she was RIGHT for DENYING me a copy of my medical record & when I asked her to give me her boss's contact information, she also refused. Why would she refuse if she is right??
I made it clear that I wasn't leaving without her boss's contact information to address this issue with her higher ups. I do understand patient rights. She threatened to call the police so I could leave without getting her boss's contact info and I told her to go ahead at which point she didn't call the police and handed me a sticky note with a first name (Dan) and an email but no phone number. When I tried to email this contact, she had given me an invalid email.
I need to speak to someone in patient relations & this center manager's boss about this issue. I did not appreciate the treatment I received at this site by this manager. & I'm reaching out here prior to contacting the VP & CEO since she clearly did not want me to have her management's information. read more