Amanda B.
1/5
Beware of this clinic. My experience was as follows:
Response to your response:
It is curious how the demeanor and quickness of your communication is completely different on this public platform compared to our private communications. Your rhetoric and standardized response here does not match the clinic's actions or actual habits. There is a very rapid response here, in public, as opposed to my experience as a client. An executive director in an administrative position has no right to review my medical records, as what happened at Maxwell Clinic. For me, this shows you are more concerned with this google review than "patient care, trust, and open communication." I paid around $430 a month only to receive poor communications and dismissive behaviors of my health concerns. On the contrary, waiting for test results and reports is not stressful for me. What is concerning is insisting your office policy trumps state regulation. Ignoring state regulation is a violation and is unethical. All of this does not promote an environment of "patient care, trust and open communication." I hope you do take action to "re-examine this policy and improve our processes and communication," but I feel this is just more rhetoric for this public platform.
Original post of my experience with Maxwell Clinic:
*Refusal to put my test results/reports on their portal (giving me access) until it was convenient for them to do so, (waiting time more than 10 days after results were given to them). When I insisted I wanted my results, it escalated to the 2nd in command, Mr. Queen. In the mean time, I was able to access my reports directly from the lab/agency they sent me to for testing, bypassing the Maxwell Clinic.
When I called and spoke to Mr. Queen, I stated they do not have the right to hold my medical reports or records from me for more than 10 days according to Tennessee law. He ignored my requests and kept parroting their office policy back to me instead of answering my questions and granting me access to my reports. He then yelled at me "You aren't hearing me!" and kept repeating their office policy, implying that they do have the right to do that.
I let him know that withholding my medical information, or even suggesting he would withhold it from me in the name of office policy is disturbing, and horrible best practice. I let Mr. Queen know that their office policy does not supersede Tennessee law and seems antiquated. I let him know that it would be great to receive my reports in a timely manner in line with their perception to provide stellar client service.
I first communicated with Caroline, and she told me that to prevent "undue stress or panic" they would be withholding all of my test results from me until they basically got around to accessing and looking at the results first.
08/12/24, 5:58 pm
Caroline stated
"The clinician needs to give permission to show results prior to appointments." Then refused to give me access to my test results.
08/13/24, 8:52 am
Caroline stated,
"It is standard procedure to hold results... As I said yesterday, I sent the message along to Dr. Lickey who would need to give that permission to post prior to your appointment." My appointment was scheduled 2 months away. I needed the records for an upcoming appointment (in a week) with another specialist. They did not care.
Further, Mr. Queen, as executive director, told me he accessed and reviewed my medical records. I told him I did not give him consent to look at my medical records as he is in an administrative role and not part of the medical team, he had no reason to view it. He insisted that it was necessary that he review it and that was part of office policy, too.
My experience with Maxwell Clinic was horrible. I tell everyone to avoid this clinic. It seems to me, in my experience, that they operate with the main goal of getting as much money out of me as possible, and also ran what seemed to be unnecessary extensive testing at my cost. In my experience, their customer service is terrible and they operate in a passive aggressive manner.
