Margarita L Qfm

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Verified Reviewer
| map-marker San Diego, California

What on earth is wrong with the Orthopedic Department at Scripps in Rancho Bernardo?

I'm a 77 year old patient for m15 years at RB Scripps and I'm alarmed and distressed about the way this health organization has been steadily deteriorating. Presently suffering from "Severe chronic cervical spine degenerative changes ". I saw Dr. E. Kaufman of the Orthopedic Dept on 6/30 and besides RXs she referred me to Spine & Sport on Pomerado Rd., Poway for physical therapy. I have been in treatment there already for 12 weeks for hip bursitis/tendonitis and lumbar problems. On 6/30, upon reading her notes on the portal I saw that she wrongly referred me to Spine L for PT. I called her office and explained that referral needed to be sent to S&S who also called Dr. K's office and spoke to Sheila (sp?) who said she would fax it. On 7/3, a Monday, as no referral was received by S&S and having had a previous run around 12 weeks ago when Dr. Shaker and his PA had referred me for PT, I tried to send a message to Dr. Kaufman through the portal. Her name would not come up in the list of doctors I had seen recently. I called Dr. K's office and was answered by a man to whom I explained the problem. This man was very short and insisted the referral had been sent to the correct place and that he could do nothing about my not being able to reach Dr. K for intervention on this. S & S also called and left a message that referral needed to be re-faxed. On 7/5 as no referral had been received, S&S called the orthopedic department. They spoke to a very rude man who insisted that the referral had already been sent to Spine L and that they had no record that this was the wrong provider, and that no one had called to correct it. He ended up hanging the phone up on the clerk from S&S who disputed what he was saying. I called Orthopedic Dept.and asked for Dr. K's nurse and explained the convoluted situation. I spoke to Sheila (sp?) who confirmed that she had indeed faxed the referral to S&S on 6/30 and suggested that perhaps they have a different fax #. I called S&S and verified that they only have one fax # which is 877-298-****. I called back and asked to speak to Sheila. The man who answered (named Marvin) said that no one by this name worked in that department. I had to explain the whole story all over again. Then he said that there was a Shella who scheduled appointments. I asked him to send her a message that the fax # for S&S was correct and to please send referral again to S &S. Upon my asking he stated that the only male who assists Dr. K is an MA named Matthew. He may or may not have been the person who blew me off on 7/3 and hang up on S&S on 7/5. As things stand today 7/5 12:30 PM no referral has been re-sent to S&S, nor received. My hands and fingers are on fire as given my condition I should not be typing on a computer or Iphone as the neck injuries radiate down to arms and hands, until PT alleviates the situation. This is totally Kafkiest . And to add insult to injury I'm sure I'll get an e-mail canned message asking me to call blah, blah, blah which I won't be able to do because even holding a phone aggravates my pain. Why can't Scripps simply reach out to me since they have the means to do so by going into their patient data base? While the doctors are great, Scripps' supportive staff are in need of re-education and their communication and protocols system in need of a complete overhaul.Do not
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Resolved
Margarita L Qfm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Continued problems with supportive staff

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Updated by user Dec 23, 2021

Company fixed the issue and I have been provided with apology.

Original review Nov 22, 2021
I have been a patient at Scripps Health in Rancho Bernardo for the past 13 years, and while I like most of my doctors, their support staff and procedures have gradually and steadily been going downhill. The most recent episode of sheer staff incompetence has taken place over the last week. I saw Dr. Shaker a week ago on 11/15 and he renewed my Rx for Omeprazole with my mail-in prescription program Express Scripts. I've been on this med for 10 years. It was denied because it needed prior authorization the way it was written. I made multiple calls to my doctor's office begging them to follow the correct procedure for getting this Rx approved. I was given multiple contradictory updates showing that the right hand doesn't know what the left hand is doing, also because conversations are either not documented, improperly worded or staff don't bother checking what the last person did. I have sent 3 emails to Dr. Shaker's office hoping that his staff would bother to read them and follow through. Around 3 PM, a staff person (name unknown) responded that I needed to make a new appointment with Dr. Shaker to discuss tStay his issue-- which I had taken up with the doctor just a week ago. It takes weeks or months to get a new appointment with him. Why can't the staff send a message to the doctor rather than sending me from pillar to post in circles? I have just spoken to Linda Georgeson the Administration Coordinator for the Rancho Bernardo Clinic and found out the procedure for filling an official complaint. After checking my portal she advised that my chart shows that the Rx had been approved at 12:24 PM. I'll believe it when I see it, because why would I be told hours later that I needed to see Dr. Shaker again by someone in his staff? What a disgraceful waste of time, energy and resources, not to speak of frustration!
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Pros:
  • Location

Preferred solution: A review of their terrible procedures to make them more patient-friendly, re-training of their supportive staff.

User's recommendation: If you suffer from HBP, stay away from this clinic. While the doctors are great, there are many systemic issues that, despite being told they are being addressed, they never are.

Marilyn F Oiq
map-marker San Diego, California

Incompetent care

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Saw Dr Namee Kim after visit with my PCP regarding an episode of syncope. He said to see a cardiologist to play it safe. Without examining me or looking at records from Palomar Hospital, she notified DMV and had my drivers license suspended. I know she had the right to do this. After ordering blood test, EKG, electrocardiogram, and 30 day heart monitor. The tests were completed September 7, 2018 and appear to be normal except for some mild AFIB. I have not heard one word about the results of these tests from her or anyone at the cardiology department at RB. Saw another cardiologist at Scripps Mission Valley, DR. Jorge Gonzalez September 20. He prescribed a baby aspirin. Had an appointment with Dr Kim on October 4 to get her opinion on test results which SHE ordered and she cancelled it 30 minutes before the appointment time after I had arranged transportation to get there. She has refused to see me because I saw Dr. Gonzalez. My drivers license continues to be suspended since she will not complete DMV Drivers Evaluation for with her results of the tests SHE ordered. Are her feelings hurt or is she just an incompetent doctor? Marilyn Florin
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Loss:
$4000
Cons:
  • Dr named kim
  • Very poor patient care
Reason of review:
Bad quality
Anna M Ssm
map-marker San Diego, California

You have to watch Scripps billing system

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Today, I had to call the billing department to find out why the $55 credit that they supposedly made to my bank account had not yet shown up in my bank account. This has been two weeks. The service rep I spoke with said that it showed that it went thru on their end and that she would have to contact that department. I had to prompt her to find out how I would be notified and she seems put out by my inquiry. Two years ago, I was seeing a PT and NONE of the co-payments I made actually showed up on my Scripps account. Meanwhile I get this billing statement saying I owed them for all theses visits. It was easy to sort out, but come on. I can see it happening once, but not half a dozen times. DO NOT TRUST THEIR BILLING SYSTEM!
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Loss:
$55
Cons:
  • Accounting
Reason of review:
Problems with payment

Preferred solution: Full refund

Anonymous
map-marker San Diego, California

Lab wait time

I made an appointment for lab work because I have waited over an hour on previous occasions. With an appt—I am still waiting & it has been 35 minutes.
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Reason of review:
Poor customer service
Anonymous
map-marker San Diego, California

Incompetent front desk checkin personnel

Checked in at 2:50 with the lady who asked for my insurance card etc. 40 mins later, still waiting to be called. Apparent lady didn't check me in! Didn't even bother when I asked at 15 min interval to see if my doc was on time.
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Reason of review:
Poor customer service

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