ComplaintsforRiggs Community Health Center

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  All my records at this business are under the wrong name. Called prescription in under wrong name so did not get. They did nothing for me except cause me grief. I am receiving a bill today in the mail for *************************. I will be sending that back as there is no one here by that name, I have filed a HIPAA complaint with HHS. If they had accepted the mistake they made, and left this alone I would have left it alone but since they want to collect money for nothing I filed the complaint. The least they could do is wipe this clean and apologize.

  Business response

  01/10/2024

  Riggs has investigated the complaint thoroughly, and we have been working to correct this issue since December 13, 2023. We have reached out three times to the Patient apologizing for any inconvenience and trying to update his Medical Record.

  Our findings indicate that between Riggs and the Patient, the Patients name was misspelled in our Medical Record and was not corrected on the day of the appointment. In this case of an incorrect name spelling, we cannot take a verbal change to update the name on any Medical Record without identification.We requested this information from the Patient three times, and each time we were denied. A Riggs Timeline of events can be found in the attached letter.

  While there may have been an issue with documents at the initial visit, Riggs provided multiple opportunities to update the Patients name and insurance information. Riggs tried to correct this information three times after the Patients visit without any cooperation from the Patient. While Riggs does not believe we need to, we are going to zero out Patients account balance and send Patient a letter that he no longer owes Riggs for his December 11, 2023 visit.

  In the complaint, there was an additional complaint of a HIPAA breach.  Riggs does not believe there has been any breach of patient information as the information provided to the Patient was the Patient's information.

  Riggs is proud of our efforts to go above and beyond and meet our patients needs. We realize that sometimes we fall short of our high expectations and try to remedy issues as quickly and appropriately as possible. We are saddened to hear that we were unable to remedy this issue with the Patient directly, although believe our actions taken should now provide an acceptable resolution from all parties. If there are any questions or anything that Riggs can be of assistance with, please contact me directly.

  Customer response

  01/10/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩