ComplaintsforSun City Center Health and Wellness LLC

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***************************. I am a disabled Vet who was referred to Suncity center HAW by ************** program out of the ********. I get approved for 8 acupuncture visits at a time. At the end of 8 appointments I need Suncity center HAW to request further treatment. There is where the problem is. I am being forced to wait 6 or 7 weeks just to get this provider to request more treatment. The VA sends me to help with Chronic Pain, if I go for 8 weeks and then have to wait 10 weeks to get another 8 weeks of treatment where is the help in that? Also the office staff, mainly the supervisor *** seem to act as if I am requesting some sort of charity and I should just wait without explanation or say in my own treatment. I am a Disabled Veteran and I don't receive any kind of charity nor am I trying to get a service free.

  Business response

  07/30/2024

  
  We are sincerely attentive of veteran M.S.' concerns with our clinic. On the most recent authorization from the VA is the first appointment date of 04/15/2024 and an EXPIRATION DATE of 10/12/2024. Veterans are encouraged to schedule the appointments to last the duration of the authorization which in this case would have been one treatment every ************************************************* to not submit the **** (request for additional services) until the expiration date of the authorization. 

  
  It occasionally can happen that if the veteran contacts the VA to continue the treatments before the expiration date we (the office) will get a request from the **** staff to submit the chart notes with a ****.

  We are proud of the services we provide to veterans and consider it an honor to provide them with exceptional service. We have no say or determination when or if a veteran receives additional services. We want to treat our veterans and welcome that opportunity. I welcome veteran M.S. to contact me for any explanation needed. When he called my office to speak to me I returned his call at the time he specified. He did not take my call or respond. 

  
  We have supporting documentation that verifies our statement but cannot violate HIPPA by submitting these documents here however we will give copies to the veteran should he require same. We value our relationship with the VA and the opportunity to give relief to the veterans. We strive to submit any and all documentation as expediently as possible as it is in our best interest to provide services to the veterans!
  We trust this will explain our position and am concerned that the veteran does not understand the protocol of the VA which dictates the rules that we do abide. We are honored our office has treated this veteran and many more.

  
  Respectfully,
  
  *********************
  Office Administrator
  Sun City Center Health and Wellness
  ************

  *****************
  Office Admin
  Sun City Center Health and Wellness
  
  
  
  

  
  

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