Phlebotomy 2nd Review

4/9/21

Kaiser Permanente
Member Services Dept
2500 S Havana St
Aurora, CO 80014

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For your convenience this document is published on the Internet at:
http://www.mkgappraisal.com/letter2020_50b.htm

Whodunit?

On 1/14/20 I had blood drawn at Aurora Centrepoint. I asked the phlebotomist to tell me her name. She refused. I walked away with no further comment.

Like Pulling Teeth

I wrote a letter dated 2/22/20 to Chris Burd, the Manager of Phlebotomy at Centrepoint. I sent a copy of the letter to Max Bastow, my PCP. I got no response of any kind from either of them.

I wrote a letter of complaint dated 12/29/20 to Member Services. I asked for the (1) name, and the (2) professional status, of the phlebotomist that drew blood on 1/14/20.

I got a response to my 12/29/20 letter in the form of an unsigned letter dated 1/28/21 from Marcantony T.
I received this document on 2/1/21.

The Pro with No Name

I will not quibble with the response I got on the "professional status". I am not complaining about, or asking for anything further on the professional status of the phlebotomist.

With regard to my request to know the name of the Phlebotomist:
The resolution of my complaint was very short. It simply said:

Per the Laboratory Compliance Manager last names of employees are not required to be given.

I am dissatisfied with this part of the resolution of my complaint.

Second Review

Please treat this as my formal request for a second review.

I expect Member Services Administration to respond to me, in writing, within 30 calendar days of the receipt of this request.

Please consider (and respond to) the following:

Please acknowledge the existence of the Statement of Member Rights.

Specifically:

Acknowledge that the Member Rights Statement says I have the right to "know the name of the individuals who provide my service or treatment".

Start with that.

Member Rights?

And then explain why The Statement of Member Rights does not apply in this situation. Explain why those words do not mean I am entitled to know the name of the phlebotomist.

If you can.

Please provide the undisputed portion of the requested information. Send me the correct spelling of the first name of the phlebotomist. Don't be a jackass about this. It will just make you look worse than you already do.

Citation

Quotes from the Statement of Member Rights:

Kaiser Permanente's member rights and responsibilities statement is reviewed the first of each year.

I am entitled to:
Receive information about Kaiser Permanente as an organization, its practitioners, providers, services, and the people who provide my health care.

I am entitled to:
know the name and professional status of the individuals who provide my service or treatment.

I have the right to be treated with respect and dignity.

Sincerely,

Philip G Rice
11268 E Linvale Dr
Aurora, CO 80014
720-282-3376
phil.rice@mkgappraisal.com

Health Record Number 427582802, DOB 4/25/53

-- End of Letter --

Responses:

Kepro
dated 5/4/21, Unsigned letter from Debbie Doe, Clinical Reviewer
Beneficiary Customer Service
My comment: An unsigned letter, from a woman, who does not provide her name. No surprise how this one turns out.

SHIP
email(s) , last one dated 4/29.
Lauren Bell, Lead Counselor
DRCOG (Denver Regional Council Government)
My comment: Another response from a woman. She makes it clear who's side she is on.

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