Errors found on medical records from date of most recent urgent care visit of 05/15/17. In addition to errors, the intake information is not thorough or complete, and it also contained outdated information. This needs to be rectified ASAP and I would appreciate someone calling me to resolve this. No one has bothered to return my call at all this week. On 06/09/17 I picked up my medical records pertaining to the 05/15/17 urgent care visit to take to my primary care doctor. While at my primary care doctor's appointment on 06/09/17 in comparing what I was telling her regarding what had occurred and her reading along with the printouts that I had just brought over to her from West Valley Urgent Care, we noted discrepancies and or gaps of information that was not logged, as well as outdated information. A further complaint pertains to the hassle that it was to obtain my records on 06/09/17. When my husband and I came inside the building, the waiting room was practically empty so it cannot be blamed on being too busy with patients. We had to wait more than an hour to get 5-6 pages of printout info and my knee x-ray. I had called ahead of time on 06/06/17 and spoken to someone in the Medical Records Department to find out what was involved with picking these up and was told just to come in and that there's no charge so long as I'm bringing them to my primary care doctor, which I was. No one warned me ahead of time that it would take as long as it did to wait for these to be copied. No one in the office could locate my x-ray, and they just left us sitting there, not apprising us of the fact that ultimately it was a matter of only ONE person in the office being able to get this for me, and she was with patients. I almost missed my appointment with my primary care doctor because of this. We had purposely come in more than 1 1/2 hours in advance of my primary care doctor's appointment just in case it might take a LITTLE while. Rather, it took a ridiculously LONG while.
We are very sorry to hear about your experience at WVC. Please give us a call and ask to speak to the Clinic manger on 623-334-8671. We would like to investigate the incident and will put corrective steps in place to stop such incidents happening. Sincerely, West Valley Urgent Care.