Consumer Complaints and Reviews
Stormont Vail Health – Dysfunctional System In Automation No Resolution In Adminst
I have attempted to go through all channels available in the Stormont Vail health system X8 to no avail or response from them via email or phone message.
This is the problem I have been having with their automation for over 5 months. First, Stormont Vail automation calls me and asks me to verify m appointment with my doctor by clicking one on my phone pad. It doesn’t register and they keep calling me back, sometimes X4 with the same thing happening. I reported this to both their patient experience and patient advocacy departments to no avail/no resolution.
I then contacted my chart person on duty 24 hours per day and here’s how that went. When I called this my chart person said: “My computer is down and I don’t know when it will be back up, call me again sometime. So, I said “You have my phone number on caller ID, so call me when your computer is back up. He said, “I can’t do that.” I asked, “why?”
He said, “I don’t have a pencil to write your phone number down so call me again.” I did several days later and then the person in Stormont Vail IT automation department said, “I can’t help you with this because we contract with an outside company, and you will have to call the secretaries and nurses of all your doctors to tell them what is going on to call the outside provider of that service and let them know the problems you have been having.”
I communicated by calling the administrators over and over again and said “this was unfair to me as a patient and all this was interfering with my mental health, causing me stress and I want it resolved.” “You say you want feedback both positive and negative and ask if I wanted a call back to speak in voice to someone about this”.
As of the date of my writing this it is still not resolved, nor has any administrator ever called me back though I have called and left messages on their answering service X6. In the movie “Cool Hand Luke” actor, Strother Martin constantly says “What we have here is a failure to communicate!” to actor Paul Newman. At the finish of the movie, Paul Newman parrots “What we have here, is a failure to communicate! and then they shoot him dead. It seems to me, as a professional psychologist, this dysfunction of their system and human personnel getting back to me is like a Hoover vacuum cleaner…it really sucks!!! Lots of talk there without the walk. Dr. Darryl Pokea, Psychologist for 36 years
Date of experience: December 06, 2022
Dysfunctional System in their technology and the failure of the Stormont Vail health administration to contact me in reporting problems.
I keep getting emails asking for feedback about my experiences at my doctor’s appointments there. I give feedback that 90% is positive and 10% negative and check the box that I would like a follow-up call by their “patient advocacy personnel” and also their “patient experience personnel.” Though I have done this “request for follow-up” each time they sent me an email for feedback, they have never called me or emailed me as they stated.
I then contacted Stormont Vail health system by phone both the “patient advocacy personnel” and patient experience” personnel multiple times and never received a follow-up phone call. In addition for each doctor’s appointment, they sent me an automated message saying to press 1 if you are making this appointment or press 2 if you are not. I would press 1 on my keypad on my iPhone 13 and the automation would not recognize me repeatedly calling me back with the same unending cacophony loop.
Then I called the hospital operator and asked to be connected to an administrator since both “the patient advocacy personnel” and the “patient experience personnel” did not get back to me. I did this X2 and left a message on their voice mails to two different higher-up administrators at the hospital and as of the date of posting this review, never received a callback or email from either. Lots of talk at their site and emails about concern for my wellness, but no follow-up in their walk.
Date of experience: November 03, 2022
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