Dima Rz

Review of Prism Healthcare Services

Short story - the staff is nice, but record keepin...

Short story - the staff is nice, but record keeping and communication within the team is poor. Multiple errors while processing the order.

My case was supposed to be really straightforward. Prism Health Care has been recommended by my doctor to have CPAP dispensed. I have send them a fax with the confirmation over 3 weeks ago I called them at least 3 times thereafter. During every single call I've provided the staff with the cell phone number (doctor's order listed my home #) to call and kept requesting a retail store appointment to pick the equipment up. I've been given the same "we'll call you back" reply.
Finally, at 3.5 weeks mark, I had enough and demanded to talk to the manager. Well, she just informed that... they had the original phone number on file and then again asked when I want a delivery. Yet for the fourth time I told her to schedule a store visit. Then she transfers me to the scheduling person and...(drum roll) he starts setting me up for delivery. And the closet appointment is in 1 week. Let me re-emphasize, after I point out to the MANAGER that there were multiple counts of communication issues she still does not save the best phone number in the system...
I have to note that the original phone number is working and there were no missed calls and/or messages. I feel like it has been used an an excuse.

Back to my original point. Nice staff does not mean the quality service. If the company can't figure out how to save phone numbers and schedule an appointment during multiple calls, I am now very concerned about the quality of services provided by the clinical team. Taking over a month to dispense the equipment is unacceptable, especially given the fact that I have a good coverage and this was an uncomplicated case. I hope that the management is reading this and will take my concerns into consideration.