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Complaint Details
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Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been a patient for nearly two years. Phone calls are never directly answered. Voice messages always have to be left. The wait for a return call can take weeks, if at all. Recently, I've been trying for two months for the manager, *****, to complete a request sent to her by New West. I am in need of a BIPap machine. The first request was "lost". New West hand delivered another to ***** a month ago, on April 3, 2023. She had called me that very day, confirming she had it in hand. ***** stated she'd call me back when she figured out what exactly was needed. I never got a call back. I'm still waiting for my new BiPap machine. Sleep Innovations has directly stalled me getting one, putting my health in danger. Calling last week for an update, I was told Sleep Innovations had no paperwork from New West. ***** was supposed to call me on Friday, April 28th, to figure out what was done with the paperwork. Of course, I never got a call back. I've left two more voice messages since, one on May 1st and one today. No one has returned my call. I also just checked the message I sent Sleep Innovations via my patient portal, dated April 24th. No one has responded to that either. As of today, I had to order and pay for my own BiPap machine. I can no longer wait for Sleep Innovations. The cost of the new machine was $1816. Being low income, I cannot afford this extra financial burden. Due to my poor health, I cannot continue living without treatment either.Business response
05/30/2023
Dear ************************,Thank you for making Innovative Sleep Centers your sleep care provider. We are sorry to hear that you did not have a good experience due to receiving delayed communication and treatment.Careful analysis of your case reveals that initial communication among Innovative Sleep Center staff and your DME vendor was suboptimal, mainly due to staff shortage and high demand for our services. However, once a clear understanding of *** data requirements was established, there was only a two- week processing time, which is well within industry standards. We are glad to hear that you are being currently treated.Please keep in mind that your insurance contract does not allow us to directly provide you with equipment, which contributed to the delay. Furthermore, it does not allow us to refund any patients for equipment we did not dispense in the first place.We do accept responsibility in failing to communicate these items to you clearly and timely. We hired extra staff and are working on improving our communication to our patients.Again, patient comments are instrumental in helping improve overall services. Thank you for your feedback.Thank you*******************, RPSGT, RSTDirector of Clinical OperationsDirector of Technology & Quality ControlInnovative Sleep CentersOffice: ***********************Direct: **************
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