ComplaintsforAdvanced Ear, Nose & Throat - Head and Neck Surgery

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October, 2022, I met with ***************************** to treat a sinus infection causing serious respiratory problems. I provided a CT scan which showed the problem in the right sinus cavity. After examining both nasal cavities, **************** insisted the left sinus showed signs of infection. Being in respiratory distress, I requested twice that a culture swab be taken and sent to the laboratory for prescribing the proper antibiotics. **************** refused requiring a second CT scan to determine the viability of "balloon sinuplasty", an unnecessary expensive procedure. I subsequently had my primary physician submit a culture of the right sinus, which when treated with amoxicillin completely resolved the problem. In June, 2023 after a month of constant headaches, my primary doctor recommended a Brain *** which revealed a sphenoid sinus mucocele or lesion which requires drainage by surgery. The radiologist recommended a CT scan of the paranasal sinuses and ENT evaluation. I forwarded the *** to Advanced Ear Nose and Throat requesting that Dr. ********************** **********************, founder and senior ENT surgeon continue to provide ongoing care.In conclusion, I was denied access to Dr. ********************** for proper treatment, stating unavailability for **** months. I was also informed to continue with **************** who misdiagnosed my condition, refused proper medical treatment, and would have performed an inappropriate procedure. I consider this unacceptable, obviously bias toward revenue above proper medical care, and intend to not let this go unresolved.

  Business response

  06/20/2023

  To Whom it May ********************** was seen in my office on 10/24/2022 with chief complaint of postnasal drainage for greater than a year.  He walked into our office, and did not have any severe respiratory difficulty, but suffered from nasal congestion.  Patient had no evidence of stridor, retractions, or severe respiratory difficulty.  He had trialed multiple antibiotics including azithromycin, clindamycin, and gentamicin saline solution followed by levofloxacin p.o  Following the most recent antibiotic trial, patient had hypertensive emergency with systolic blood pressure exceeding 240 mmHg, and diastolic was greater than 130 and he was treated and evaluated in the emergency department.  He had a CT scan of his neck and carotids that demonstrated left sphenoid and bilateral maxillary mucosal thickening.  Left maxillary sinus demonstrated mucous retention cyst possibly occluding the maxillary sinus ostia, and left sphenoid ostia also appeared narrowed or occluded.  These imaging modalities did not completely image the sinuses.  In office, flexible laryngoscopy was performed demonstrating stigmata of allergies with postnasal drainage that was not purulent.  Patient was adamant about culturing the nasal cavity to guide possible further antibiotic therapy.  Given his recent severe reaction to antibiotics that could have been life threatening given the situation, and adequate therapy previously, I advised against cultures and more antibiotics.  Instead, I recommended patient obtain a CT scan of his sinuses to guide further recommendations and guidance; and, based on medical comorbidities briefly discussed possible in office minimally invasive procedures to address unresolved chronic sinus infections as one option for future treatment vs medical management vs moreso invasive surgery. Treatment recommendations were pending a CT sinus to be obtained. Patient to date has not obtained CT sinus as recommended.  Instead, patient reportedly followed up with primary care physician who submitted a culture of the right nasal cavity and treated patient with "amoxicillin" which "completely resolved the problem" per the patient. However, patient had constant headaches per recent BBB patient report for which he underwent *** of brain in June of 2023. Deep seated headaches can be a symptom of persistent sinusitis, specifically of the sphenoid sinus.
  
  Per patient report with BBB, patient had months of constant headaches (based on my professional opinion, constant headaches could be a symptom of unresolved chronic sinus infections), and in June *************************************************************************************************** lesion which required drainage by surgery per patient.  Radiologist recommended a CT scan of the paranasal sinuses and an ENT evaluation.  Patient requested that I review the *** brain that was not ordered by myself, discuss things further with him, and order CT scan of sinuses if I felt that was necessary (all of this requested without a formal office visit to do so).  As I had not personally ordered the *** of the brain, I offered to have patient come into the office where I would review the *** of the brain, and determine whether or not a CT scan of the sinuses would be indicated at current time (as patient had not obtained this after our first encounter in October 2022).  I also offered to reassess the patient to determine should anything further be recommended as medical therapy.  Patient was not satisfied with this response and declined.  He subsequently requested to see my partner (Dr. *********************** instead.  Our office policy is that each of us keep our own patients to provide continuity of care and a higher level of medical management that would not be achievable if we were intermingling each other's patients on a consistent basis.  This patient's case has been discussed with Dr. *********************** who agrees with my recommendations, and therefore does not see how he can add to patient's current situation.  Should patient require/demand another opinion, he is welcome to seek this through an outside ENT office.  I have attempted to care for the patient, taking into account his medical comorbidities, and risks and benefits of each option proposed. We have not discussed much treatment as patient has been resistant to my diagnostic workup recommendations.  He has attempted to circumnavigate office policy, and has multiple times sought medical advice without following office policy channels to obtain this recommendation. I have offered patient what I can, and standby my medical decision making.  Without patient following recommendations in a timely fashion (I.e. CT sinus ordered in October 2022 and never obtained) I would advise patient to follow-up at an outside ENT physician's office for another opinion if he does not trust that provided by ours.  If patient would like to follow office policy, and follow medical recommendations, I would be happy to continue to care for him in our office.
  
  Patient also states that he requests reasonable appointment with Dr. ***********************  He was offered an appointment as a new patient, which is being booked 9 to 12 months in the future for Dr. ***********************  ZocDoc does not accurately show availability for new patient slots, and is not valid in that regard. New patients are not permitted to book on Zoc Doc as a consequence, but rather use this for established patient bookings.  Therefore, patient's options are: 1) to continue care with myself and follow office policy which includes follow-up in office for review of imaging ordered by outside physicians and to further assess future treatment/diagnostic workup options; 2) follow-up with outside ENT for another opinion; 3) schedule with Dr. ********************** as new patient to be seen at next available new patient slot (approximately 9 months in the future). 

  Our office prides itself on providing high quality care for patients on a routine basis; however, in order to do so, patient's must comply with office policy and be compliant with medical recommendations to further guide medical and surgical management in a timely fashion. We hope to be able to help resolve the complaint of our patient, but are unwilling to compromise on office policy and thus offer the above options for resolution. 

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

  Customer response

  06/21/2023

   
  Complaint: 20192079
  
  I am rejecting this response because:

  I am an an existing and not new patient of Advanced Ear Nose & Throat, previously assigned to ****************, and as such should not be restricted from seeing Dr. *********************** owner, as an existing patient in a timely manner. A clarification is in order to ******************** response.

  On 10/24/2022, I was seen by **************** while being under respiratory distress, complaining of excessive mucous drainage in my air passage making it extremely difficult to breathe. This was observed and noted by my primary physician ******************************* and cardiologist *********************************** in early November, 2022. The experimental treatment by a previous doctor using antibiotics from a "Compound Pharmacy" caused my blood pressure to become uncontrollable and was resolved by my cardiologist not an "emergency department. After receiving the laryngoscopy of both nasal passages, **************** insisted I had an infection in the "left sinus" although the attached CT scan dated 10/07/2022 and presented to **************** on 10/24/2022 clearly shows the problem to be in the "right sinus" I repeatedly question his analysis and asked that a culture be taken and sent to the laboratory, which he refused, and instead ordered an additional CT scan with no further appointment scheduled. Having extreme difficulty breathing, and believing ******************** conclusion that the problem was in the left sinus, I had **************************** nurse practitioner swab the left nostril for laboratory evaluation. The conclusion of attached laboratory report of 11/09/2022 was "negative." Returning a second time, and after showing ************************ the radiologist report of 10/07/2022. He took a culture of my "right nostril" which resulted in the attached laboratory report of 11/30/2022 as being "positive" requiring treatment with amoxicillin, and curing the respiratory distress issue. 

  In conclusion, the above speaks for itself. The *** requested by ************************ was as a result of something other than what is described herein. It reported an issue that needs to be dealt with by an ENT. Both ************************ and ********************** are fully aware of ******************** misdiagnosis and lack of treatment, and have concurred with my decision to seek further care from Dr. *********************** I would hope that Advanced Ear Nose & Throat would be sensitive to an unfortunate situation, and expedite rather than block an my seeing Dr. *********************** It's obvious **************** needs to be part of the solution and not the problem. Asking me to seek medical care elsewhere would only escalate the issue to the ****** Medical Board.
  
  Sincerely,
  
  ***********************

  Business response

  06/29/2023

  I have reviewed patient request.  I am sorry that patient is not satisfied with the recommendations and care I have provided.  I wish that were different as I have made excessive efforts to achieve a level of satisfaction for the patient with regards to the care and professional recommendations from me to him.  Patient is an established patient with me as a doctor, not Dr. ********************** or another ENT in the ****************.  While Advanced Ear, Nose and Throat as an entity appears to have shared patients among employed professionals, that is not the case as we share costs of running a practice, but do not share patients. As previously discussed in my previous response, patients seen by each medical professional in our office are deemed the patient of that professional, and are not passed back and forth between other professionals within the office or without.  I have no power to force another doctor to see him in the requested time period requested by patient.  As a board-certified otolaryngologist, I do not agree with patient's "medical opinion" even after reviewing the images from the ** scan dated 10/7/2022.  I stand by the findings that I documented in my note.  I stand by my medical opinion to avoid further antibiotics given the hypertensive emergency that patient experienced while on levofloxacin.  Patient again has not obtained the recommended ** scan of his sinuses that I requested back in October 2023.  He continues to seek professional opinions regarding his sinuses from non-otolaryngology doctors.  He continues to push for me to validate his personal medical opinions, and I feel that is dangerous for a patient to continue to push a doctor to accommodate for a patient's medical opinion to be validated.  I feel I have done nothing wrong for the patient.  After further review of his case, I feel this is not a case that would be entertained by the ****** ************** should the patient want to send that forward to them.
  
  My recommendation to the patient would be to abide by the office policies in place to protect patients and to provide continuity of care; obtain previously recommended ** sinus so that I (or another ENT) can more fully understand the extent of his sinus disease as previously obtained ** neck and MRIs do not fully evaluate the sinuses; also, to continue to follow with myself at his earliest convenience, or to set up an appointment at next available option for Dr. ********************** or another ENT that he would like to consult with.  I wish I were able to expedite him getting in to see an ENT of his choice in ****************; however, I am at the mercy of other ENTs, their schedules, and other urgent/emergent medical conditions that demand moreso urgent/emergent medical conditions.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dr H******* office owes me $30 that I was overcharged as my deductible on 7/22/21. My deductible was $20. I was charged $50. I called their office on 10/12/21 and talked to Megan who said I was overcharged and had a $30 credit. I instructed her to mail me a check for the $30 because I would not see Dr L**** again, so I would not be using the credit. After not receiving the $30 check I called on 10/20/21 and spoke to Jessica who said the check could take up to 2 weeks. On 11/23/21 I called their office again. Jessica said she would tell the office manager, Samara, that I am still waiting for the $30 I was overcharged to be mailed to me. Now, nearly 5 months since I was overcharged and 2 months since I told their office personnel that I wanted my $30 that I was overcharged returned to me, I am still waiting for my money. Please help. ***************

  Business response

  06/27/2022

  Business Response /* (1000, 11, 2022/01/18) */ Reimbursement of this patient's overpayment has been processed back to him. Consumer Response /* (2000, 13, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) After nearly 6 months of waiting and many times of me calling them for my refund this business finally sent me the money they forced me to overpay for my copay.

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