00:00I'm speaking to Robert Record, CEO in the state of Alabama, licensed medical doctor for Christ Health Center. Is that
00:07correct?
00:08Sir, yeah, this is Robert Record. How can I help you? It sounds like you're upset. I would love to
00:13be of great help to you. I know we've got you for you. What can I do for you? It's
00:17been four years.
00:18Oh, yes. It's been four years. I've been trying to get that issue resolved for four years, actually. I saw
00:25Dr. Terry Daniel Smith, MD, and he was at the Chalkville, Old Springville Road Christ Health Center.
00:34My issue with my Christ Health visit, 2019, I believe I received no measurable level of service in my visit.
00:43And I had two visits, okay? The one with the doctor, Terry Daniel Smith, and that visit was $109. I
00:52had a visit with nurse, NP, and Musgraves, $107.
00:59Okay. I was just trying to figure out the course of your medicine, your medical history there.
01:04Yeah, if you want to see some of those, I'll send you that CT scan, and you can see exactly
01:10what my condition was. Broke the underside of my skull. I had CSF fluid leak out of my skull. Almost
01:17died from the injury.
01:19I'm so sorry. I wish that I knew how to look at CT scans. I'm a family doctor, so interpreting
01:25CT scans is not in my...
01:28I don't have that skill. I am pretty much my entire team. We're completely dependent on what the radiologist reads
01:34and tells us. We're not able to look at those films.
01:38Okay. You're the CEO of a company, and you can make stuff happen to correct this thing, and I would
01:45like to see what you can come up with.
01:46Okay. What I would like to do is get one of our team who's fantastic at hearing patients' complaints and
01:54problems, and I'm not saying complaint as in it's bad.
01:57You've been through something terrible, who's very good at figuring out ways forward, and get someone on our team who
02:03does that for us to call you and help us figure out what forward looks like.
02:08Would that work for you, sir?
02:09Oh, okay. When will I get that call? Because, yeah, there's an issue. I don't play phone tag games, all
02:16right?
02:17And 12 calls to get in touch with you, that's way too many. I need to know a time of
02:22day. That's professional.
02:24Well, I'll have to get with them because they'll have to look at their calendar. I can't say their calendar.
02:28This is my first time calling. In your case, you're saying it took 12 calls to get in touch with
02:33me.
02:34The moment I got your call, I called you twice that day.
02:37I called you last week. You didn't call me that day?
02:41Last week. I called you as soon as the message got to me.
02:44I got records that show otherwise, sir.
02:48Yeah, I found many of the answers that Dr. and CEO Robert Record gave me during our conversation.
02:56On May 17th, some of these were absolutely appalling, and many fell short of what I think even a nurse
03:06or doctor employed for a medical practice would offer,
03:11let alone a CEO who has many doctors and nurses under his supervision, ultimately.
03:19Yeah, you can hear it in his answers.
03:21Okay, he talks about others, right? So others bear the responsibility, and yeah, you can hear he makes a lot
03:30of excuses.
03:31He mentions other radiologists, okay?
03:35Well, my belief is when a patient goes to a refer-ee doctor, it's the job of that doctor, the
03:44subsequent one,
03:45from the original doctor or nurse who made the referral.
03:49The next doctor has got to represent, be an advocate, and go to bat for that medical patient, all right?
03:59If there are issues that arise about the incorrect or erroneous diagnosis that came from the referring doctor or nurse
04:12visit,
04:12the subsequent doctor has got to represent the patient, and go back and try to get that corrected, and that's
04:19a proper service.
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