Kepp, Edward A, Md - Revelstone Family Practice

★☆☆☆☆

About Kepp, Edward A, Md - Revelstone Family Practice

Health & Medical

Health & Medical
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Customer service is awful @ Revelstone. The front desk people are rude in person & on the phone. For instance, I called:
Hello, may I please speak to someone who works in coding?
What for?
Something was billed incorrectly to me.
Like what? Who is this?
She proceeds to "help me" by rudely asking why I think it's wrong; 10 min later, she finally transfers me to the original person I asked for. The PA's aren't too bad, except that they don't acknowledge your existence once you walk out of your treatment room. You could be waiting, exasperated, and they're just having friendly chats with the front desk people, and they will look at you and then just go on about with their weekend plans.

Secondly, as a health care worker myself, I spotted multiple HIPAA violations. Once, when I went to the front desk to check in, she was on the phone. She doesn't bother to lower her voice, and she repeats EVERYTHING the patient on the other line gave her: name, dob, soc. security number, diagnosis, AND treatment information. Anyone could've gotten that information and used it against the patient. After she gets off the phone, she asks me for my info. Then she asks 'what are you here for' just as another patient walked up next to me. She obviously expected me to tell her AND the other patient what the heck I think is wrong with me. I told her, and she says, WHAT IS THAT? Then she goes on to ask me my symptoms in front of the other patient. I THOUGHT HIPAA WAS ALL ABOUT PRIVACY!!! Anyway, I notified the PA about those HIPAA violations, and she said she'd look into it, but she also said that I should've been more assertive and just say that I wasn't comfortable disclosing the information to her. Is she saying that it's partially my own fault here for their employee violating HIPAA laws?

So those are examples of bad customer service and privacy issues. Even if there are mistakes made, a little bit of good customer service will go a long way. Blaming the customer is NEVER good.

0
★☆☆☆☆

Customer service is awful @ Revelstone. The front desk people are rude in person & on the phone. For instance, I called:
Hello, may I please speak to someone who works in coding?
What for?
Something was billed incorrectly to me.
Like what? Who is this?
She proceeds to "help me" by rudely asking why I think it's wrong; 10 min later, she finally transfers me to the original person I asked for. The PA's aren't too bad, except that they don't acknowledge your existence once you walk out of your treatment room. You could be waiting, exasperated, and they're just having friendly chats with the front desk people, and they will look at you and then just go on about with their weekend plans.

Secondly, as a health care worker myself, I spotted multiple HIPAA violations. Once, when I went to the front desk to check in, she was on the phone. She doesn't bother to lower her voice, and she repeats EVERYTHING the patient on the other line gave her: name, dob, soc. security number, diagnosis, AND treatment information. Anyone could've gotten that information and used it against the patient. After she gets off the phone, she asks me for my info. Then she asks 'what are you here for' just as another patient walked up next to me. She obviously expected me to tell her AND the other patient what the heck I think is wrong with me. I told her, and she says, WHAT IS THAT? Then she goes on to ask me my symptoms in front of the other patient. I THOUGHT HIPAA WAS ALL ABOUT PRIVACY!!! Anyway, I notified the PA about those HIPAA violations, and she said she'd look into it, but she also said that I should've been more assertive and just say that I wasn't comfortable disclosing the information to her. Is she saying that it's partially my own fault here for their employee violating HIPAA laws?

So those are examples of bad customer service and privacy issues. Even if there are mistakes made, a little bit of good customer service will go a long way. Blaming the customer is NEVER good.

Pros: Competence in Treating Patients

Cons: Customer Service, Lack of Privacy

Kepp, Edward A, Md - Revelstone Family Practice Office Locations:

704-986-3900

320 Yadkin St Ste C

Albemarle, NC, NC 28001

Get Directions
704-986-3900

320 Yadkin Street

Albemarle, NC, NC 28001

Get Directions
 

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