Complaint Filed With NYS Department of Health

A complaint was filed with the New York State Department of Health, the Office of Professional Medical Conduct against First Care Physicians of Monroe, NY.


Medicare Denied

Second Attempt to Call Office Manager of First Care Physicians of Monroe, NY

9:30 am, I called First Care Physicians of Monroe, NY and asked to speak with the office manager again. The receptionist stated that she wouldn't be in until later, and transferred me to her voice mail. I left a detail message again, stating my problem about Joanne not accepting Medicare and treating us poorly, and to please return my phone call at her convenience. The voice mail sounded like her name was either "Gee" or "Dee" -- I couldn't make it out. I will wait for a call back and report back to this blog to keep a record.

First Care Physicians in Monroe, NY Denies Emergency Medical Care of Patient

This was on the wall of the ER. Don't I have the right to receive medical treatment?

This afternoon at 9am, I was denied medical attention from First Care Physicians in Monroe, NY for an emergency. My throat was closing because of the inflammation due to an unknown reason. I could not eat, I couldn't even swallow. A blonde older lady named Joanne pulled me aside and explained that my insurance, which is Medicare would not cover it. I asked why not, since my primary doctor is Dr. Chasin and they have always taken my Medicare since 2003! She didn't give me a reason, so I said, "Because this is an emergency, can I just pay out of pocket?"  She went into Dr. Chasin's office and was told by the doctor that they would not assist me medically. Joanne came back out and said, "I'm sorry, the doctor will not take you in. That's not how we work here. You need to drive yourself to another clinic who accepts your insurance or go to the ER."  I said, "I just need a shot of steroids to get my airways opened as I feel it closing, I'll pay you out of pocket as I've always been doing even before my insurance." She said, "No, I'm sorry."  Then she looks over at my mother who was with me and said, "Who's this? Why can't she drive you to the ER?" And I said, "That's my mom, she is 75 yrs old. She cannot drive." She huffed and puffed and went back into her office. So I went up to the window and said, "Can you at least call 911 for me?" As I was making a phone call to let my sister know where my mother and I were, and that we would be heading up to the ER, Joanne screams out, "Oh look! She has a phone! Let her do it herself!" Everyone in the waiting room shook their head in disbelief. I asked again, "Why can't I pay you with a credit card or cash?" She then came running out from behind the office **screaming**, "FINE! YOU WANT TO PAY OUT OF POCKET, THEN IT's $120.00. OKAY??? OKAY??? MEDICARE IS NOT GOING TO PAY FOR THIS!" At that point, after she screamed at me, I couldn't possibly bear to get help from an angry facility who didn't want any part of helping a patient who was suffering. They kicked me out of their office and I had to drive 30 minutes up to the ER. During the drive up to the ER, I had to stop and pull over at the side of the road because I was having such a horrible anxiety attack. I couldn't breathe. I drank some water and thought I would have to call 911 right there, but after ten minutes, I felt well enough to continue the ride there.

When I got into the ER, the staff at St. Anthony's hospital, they were incredibly upset over what had happened to me after I explained my entire situation. They brought me in right away for treatment and then said I should really "look into this matter further". Luckily, everything was ok, but what if I had passed out or my throat closed up on the way there? Thankfully the staff over at St. Anthony's were not only nice and compassionate (especially toward my mother), but they assisted me right away.

This happened another time at First Care in Monroe, NY. I had severe chest pains and called 911. When the EMT and ambulance arrived, they checked my vitals, and decided that it was pulmonary, to which they suggested that I drive over to First Care in Monroe, NY to get looked at and to have x-rays done since they have that on site. When I arrived at First Care, clutching my chest, the same lady, Joanne, came out and said, "Sorry, we can't help you." I explained that 911 guided me here. She said, "I'm sorry, you have to just drive up to the ER yourself - we can't take an emergency such as that." Denied again by the same woman. When I finally arrived at my last medical stop, the ER --- the nurses and medical team were so outraged over the hoops I had to jump through in order to get medical attention --- that they also said, "Please look into that matter" with a concerning voice.

Nobody - I don't care if you have ZERO medical insurance - NOBODY should be treated so awful, especially when they are in such great pain. This lady, Joanne should not only be let go from her duties, but she should be banned from ever being in the medical field ever again. I am currently pursuing a lawsuit and making sure that this never, ever happens to another patient again. Because next time, she may get someone who needs those steroids in order to breathe or who needs someone to dial 911 for them and not drive up themselves. Joanne from First Care is risking lives by being employed.

I called First Care Physicians when I got home from the ER. Let me just point out one thing with this phone call. I called from my home phone number. It went straight into a voice mail. I called 15 minutes later, and again, went straight into a voice mail. I then dialed *67 to hide my phone number, to which I wouldn't think a medical center would screen calls, but there was a recording that said, "We're sorry, this number is not accepting blocked or private numbers." I then called from my partner's cell phone which had a different name and number. They picked up immediately, "First Care, how can I help you?"  Nice, huh? They blocked me from calling. I explained to a woman named "Joan" --- NOT Joanne, that I am pursuing this and complaining, she said, "I saw what happened. Please don't get our names confused. She has done this before." Her coworkers are against her too. Joan had transferred me over to the manager of the facility and I had to leave a voice mail. I left a detailed voice mail explaining everything that had taken place. I still have not received a phone call back from "Dee" the manager - which is what Joan stated her name was. I will keep logging as I go.

Right on First Care Physicians' website, they state this in the frequently asked questions:

Can I see you even if you do not participate with my health insurance?
Even if we do not participate with your health insurance, we are happy to provide your care. You are responsible for payment at the time of service.

So what's the problem? Why won't you take my cash for medical attention -- even when I have insurance that covers me completely as I have been doing all these years with this clinic?

I am making this blog, my "log" for all communications and events that have taken place.