This five star review is for Charles whose professionalism and customer service was outstanding. I was having an issue and spoke with several people who would not investigate or take time to resolve a serious problem. Charles took time and found the issue and even admitted they had made a mistake on their end during the processing. He fixed it promptly. This agency needs more people like Charles in leadership.
Very rude customer service. I called to ask about a facility that a family member would like to open, I only had a few general questions to get some clarification so that we could get approved to open the correct facility. The first person I contacted did try to answer my questions, but continued telling me that I could get the information on the website. That's fine, I took her advice and tried looking online. I couldn't find the information so called back to ask where on the site I could find the info and also to ask a few more questions. I got another representative on the line who LAUGHED when I asked my question, and did not allow me to finish explaining my situation. I excused myself (politely) and tried letting her know that I would like to explain the entire situation so that it would be more clear, she gave me an attitude and told me that I had asked a question and she was trying to answer but couldn't because I "kept interrupting". No ma'am, you did not let me finish and I said excuse me only once to try to finish explaining myself. I was so upset by the rudeness that I quickly said never mind I'll call back at another time and hung up the phone. Very rude and uneccesary. If you're going to have people working with the public, have people who will actually attempt to be patient and help. Just because a piece of information might be obvious to you (because you work with it everyday) does not make it obvious to everyone else (especially someone who has never even touched the subject before), and allow people to finish explaining themselves before interrupting and trying to give a rude response. This person had me feeling stupid when she had no idea what the situation was.
Spoke to a nice, friendly receptionist (Kelly) who helped me with my first issue and then transferred me to the right person to help me with my 2nd issue.
Someone within the organization changed my mothers insurance arbitrarily without notifying anyone. The insurance they changed it is one that is not accepted at the assisted living she lives in. I have been trying to appeal it. I call, write, email and get no response. Hours per day is spent on this. Very bad....waste of time and this will cost me a fortune in uninsured care.
I submitted a complaint via phone, to a woman named, "Shalom" - in re Orange Park Medical Center who failed to do a proper workup on me as a cardiac pt in cardiac distress due to right sided hypertrophy, tachycardia, etc, and, the ER staff was dismissive, and hostile, failed to provide a 2nd opinion upon request, failed to show me my labs, etc, which is a violation of my patient's rights. "Shalom" failed to do an investigation, typed a report the same day, literally, after getting off the phone with me, and, it was in the mail the next day - denying any wrongdoings, by the hospital, who did not even do a CXR (chest x-ray) which is standard protocol, as well as failing to sanitize hands, or equipment, as well as inappropriately calling security who assaulted and battered me, and, upon going to restroom, with pulse ox, and HR at 165, OPMC failed to notate such, nurse lied stating dr wanted to know if I wanted to be admitted, and then stated I had to make a decision, but, being light headed, very tachycardic, SOB, and needing to sit, before collapsing, the Admin RN also failed to respond appropriately, and, the hospital threw away the ambulance EKGs which showed the problems in the right ventrical, right atrium, and OPMC's EKG showed left atrial enlargement as well - and, ACHA's "Shalom" dismissed the entire situation - as not being in violation of anything - sorry, ACHA - you all have done pretty good in the past with complaints I have filed against area hospitals over the years, on a few occasions, and investigated, by sending people to the hospital. I told "Shalom" I contacted medical records, and there was no signature on the discharge papers, as I was not given such, before being discharged and assaulted and battered. Failure to investigate is not acceptable under any circumstances, especially by a hospital who has been sued many, many times throughout the years. The ER Dr - Janel Laura Keener was poorly educated, and not at all knowledgeable of the cancer I have been treated for a very long time, and most patients with this disease die of right sided heart failure, which I have signs of documented back 2 1/2 years ago. I have a hx of heart attacks, strokes/TIAs, cancer, etc, with OPMC, and, this woman at ACHA did NOTHING to investigate - she listened to the situation, which much was caught on video, the rest on audio which was not played for her, but, she could hear the alarms of the pulse ox, with my heart rate at 165 BPM, etc, and, she still failed to investigate - even after giving her the link to the video - in which she did nothing! When medical records at OPMC affirmed no discharge papers were signed, and my admit papers disappeared, as did the ambulance EKGs, I am very skeptical of the ability or interest this woman at ACHA had in mine, or anyone's care. ACHA really failed to investigate, and I wonder why?? Here's the YouTube video, which I played for "Shalom" at ACHA, in which I pointed out the nurse lying multiple times, and, the alarm going off, and, the heart rate of 165, etc, and, she apparently was dismissive as the security (and off duty Clay Co. Sheriff Deputy in uniform on private duty at OPMC, who was aware of my filing Internal Affairs complaints, allowed the assault and battery to go on, and, refusing to allow me to sit, and blocking the entrance to my exam room to get my things. Security guard was standing there, putting his filthy hands on hospital equipment, and no call bell on bed, etc Here is the YouTube video of the hospital violating my rights, and complete and utter disregard for my well being as a patient, and lying about the discharge papers, and admission, etc... https://www.youtube.com/watch?v=lvjQuMp0EPw&t=749s -- When patients cannot openly rely on ACHA to do their jobs and properly investigate cases of patient neglect, and abuse, the person who failed to do such, in this instance, and likely others, ought to be terminated, as "Shalom" had no right to be dismissive, and, as soon as I got off the phone, just wrote a letter stating nothing was wrong! That's a load of BS!
I NEED MY SSI GOLD MEDICAID CARD.GOT TRANSFERRED AROUND TO 5 DIFFERENT PEOPLE.FINALLY SPOKE TO DIONANDREA, IN THE DEPUTYS OFFICE.I WAS PATIENT AND TOLERANT WITH THEM.I NEED IT MAILED TO ME THATS ALL.
Called to ask a question and was hung up on.
I thought it was a transfer error so I called back and the same lady hung up on me again immediately and then refused to even answer my 3rd call.
As I can see form the other review this company has many many people working for them that do not take customer service seriously and a few good ones that are being dragged down by the rest through association.
I have NEVER seen such an inept agency in all my days. Of course I should expect this in Flori-DUH! Will be writing to my Senator and Governor over this sham of an agency.
On hold for 37 minutes and then get a rude rep. Leandia who said I was being difficult. This agency is a complete farce and needs to be re-organized with competent, decent staff.
All this company does is take your complaint and never get back to you! What a joke of a company.
ahca.myflorida.com