Navarro Pain Control Group Inc complaints

Company states: Ms. Ortiz was discharged from our practice on 9/8/22 due to her abusive verbal abuse to our staff. Patient events as follows: • 8/1/22-Patient was seen at clinic as a follow-up by the PA. Patient complained of lower back pain and was recommended for injection therapy. • 8/9/22-Patient was seen at clinic for a Lumbar Medical Branch Block performed by Dr. Navarro., patient recovered and release to go home. • 8/12/22-Patient called our clinic and became verbally abusive with staff and would not listen or reason regarding her demand to have an injection performed the same day. She was explained that Dr. Navarro was at Hospital and would not be returning to office, was offered to speak with Medical Assistant to take all information so that it could be communicated to Dr, Navarro first thing on Monday, and it was then that she became more verbally offensive and demeaning with front desk staff. She was told that we do not tolerate that kind of behavior and that we could end the call. Patient kept calling at least 3 to 4 times, still verbally abusive and said wait and see what I'll do…My front staff lead became very frustrated and reported situation. I immediately called patient, gave her the opportunity to explain her issue and, I told her that we truly understand her pain status, however, we had to talk to Dr, Navarro and would get back to her, she finally calmed down and understood the process. She apologized for any offensive language used toward staff, she was frustrated, upset and in pain. I reminded patient that offensive language, comments and/or threats toward staff are taken seriously and to refrain from future occurrences or it would be immediate discharge from clinic. She agreed and apologized once again. • 8/15/22-Patient was scheduled for a Telehealth with Dr, Navarro to review progress and pain status after injection. Patient reported very little pain relief and was referred to Dr. Tayyab, Orthopedic Spine Specialist for a consultation. Dr. Navarro addressed with her the previous incident and explained that this was unacceptable behavior and would not be tolerated. Patient scheduled for a in-office follow-up for 9/8/22. • 9/21/22-Dr. Navarro called the referring physician Dr. Shumilak and reported the issue regarding this patient. Dr. Shumilak would make sure to refer patient to Ortho Spine and would recommend a new Pain Management Physician. We sincerely strive to serve our patients in the best manner possible to meet their Pain Management needs. We understand the frustration when experiencing pain, our staff's job is to try their best to accommodate and meet our patient's needs. Our job is to serve our patient community with compassion and respect, and we will continue to work to meet our highest expectations.

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