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I appeared at their Kissimmee location at 2:pm eastern time roughly on Saturday 5/26/2024. I urgently explained that my son Luca DeLeonardis might have been prescribed an epi pen or a Auvi-Q pen. I told them that I do not have the discharge notes from when Luca was last seen on 05/07/2024 because his mother refused to provide me needed medical documentation and that I need to get a copy for myself.
The clerk struggles to find the paperwork online. He says that the system is having issues, and he cannot locate the desired information. He directs me to a number to call [protected] but I cannot get a hold of anyone from that number at that time to resolve my issue. I think trying again at the normal business hours attached 9-5 M-F. I call on Tuesday morning but was only able to get a machine.
So I call additional numbers which are the following
[protected]
[protected]
and then I call [protected] and the lady I got on the phone refers me to to the 398 number I already called that does not have a human being answer.
The way they handle issues like this is absolutely unacceptable. A request for the medical was put in but urgently needed the discharge notes from that one visit in case an emergency happened, and they cannot provide it because the system they use is inadequate for storing documents.
I would attach the EOB but pdf is not an accepted format.
Claimed loss: Hours of my time trying to get help to understand what to do just in case an emergency occurs and/or verify the prescription was made.
Desired outcome: They need to be forced to upgrade their IT infrastructure, take direct calls, and have a plan in place to get discharge notes in an emergency like this.
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