Kaiser San Rafael Complaint - Lost Records Bad Customer Service No Follow Up
SAN RAFAEL, CALIFORNIA -- In July 08 I received a mammogram at Kaiser San Rafael 3rd street location. I was covered under a different insurer in 2009 and requested that my films and results be transferred to Queen of the Valley Hospital. I was transferred to medical records and they told me (two different people during two different conversations, one being Carlos) that my folder was "empty" and that I had already requested that my films be transferred out to Queen of the Valley. When I requested proof of this, they sent me the release form to Queen of the Valley asking that their 2007 mammo results be transferred TO Kaiser. They were grossly confused. I called back and was told my films had been lost and my folder was "empty". I then called patient relations and was told they would investigate and call me back. Never heard from them.
Over a month later I call again. It took me 10 minutes and 8 layers of a phone menu to get a customer representative on the phone only to be transferred to someone who said they couldn't hear me and was not able to understand my phone number so someone could call me back. I still don't have films for comparison purposes and my entire experience with Kaiser has been appalling.