Complaint Investigation Report

OS1 reported that S1 became combative while signing in C1 for a doctor’s appointment, did not have C1’s medical records, and left the office abruptly with C1 in an unsafe manner. OS1 also alleged that S1 prevented C1 from speaking and acted in a verbally aggressive manner.

Interviews with S1, C1, S2, and C2 consistently described S1 as calm, respectful, and professional. C1 stated that S1 had never made them feel uncomfortable and denied that the transportation was unsafe. S1 explained that they had taken C1 to the appointment under the belief it was with a specialist. Upon learning it was with a Primary Care Physician (PCP), S1 canceled the appointment, stating that C1 already had an established PCP.

S1 reported that OS1 attempted to persuade C1 to switch PCPs, which triggered behavioral concerns in C1. S1 stated they attempted to deescalate the situation by disengaging OS1 from questioning C1 and ultimately left the office. C1 confirmed this account and requested their paperwork back during the incident. Both S1 and C1 denied that the transportation was unsafe. A review of C1’s records revealed a history of aggressive and assaultive behaviors triggered by similar situations. Additionally, the facility was found to be in possession of C1’s medical records, contradicting the claim that records were not maintained. [See LIC811 for confidential names]

Based on the information obtained through interviews and record reviews, the allegations are Unsubstantiated as there is not a preponderance of evidence to support the claims

An exit interview was conducted with Caregiver Shalabi, and a copy of the report and appeal rights were provided. Signature below confirms receipt of the reports.