Rogelio S.
1/5
This is with regards to a virtual/FaceTime 15-minute appt I set up today (June 13, 2023) with Dr Kawa at the Baptist Health Place in Nocatee. Dr Kawa is my primary care doctor. Later in the day I received a call that my appt was canceled by the provider because I had seen a different doctor at the Mayo Clinic in 2021 and 2022 and could no longer be seen at Baptist Medical Center (BMC). I told the front desk lady that I didn’t understand and had already filled and signed all the documents they sent me earlier in the morning in preparation for my appt, and that Dr Kawa had seen me in the past as my primary care doctor; nevertheless, she cancelled my appt. When I first arrived in Jacksonville (2021), I made an appt for a physical at the Mayo Clinic in Jacksonville. I was clearly told that I could have the physical there but I would have to obtain a permanent primary care doctor as they do not accept new “primary care” patients. I began the physical at the Mayo Clinic on 12/9/2021 and had my first appt with Dr Kawa, as my primary care doctor a week later on 12/16/2021. The Mayo Clinic would NOT see me unless I had established a primary care doctor that could view my physical results, hence I obtained Dr Kawa as my primary care doctor. Dr Kawa was able to see my Mayo Clinic physical results online that day. In fact, he prescribed to me high blood pressure medication that day. Other Mayo Clinic physical appts (several different specialties) occurred in 2022 as well, such as cardiology and a colonoscopy because of the long waits to get those scheduled. Again, I was told by Dr Kawa’s office that they could not see me today for my virtual appt because I supposedly already had a primary doctor. WHAT? This is incorrect, as I tried to explain, again, unsuccessfully. The Mayo Clinic will not see me as they do not take primary care patients. I tried to explain this to them all over again and again. Not only did Mayo tell me that on the phone, they also forwarded an email confirming I am NOT a primary care patient of them. When I login in to my BMC patient portal, in the top left shows a Mayo Clinic doctors name as primary care doctor. This is the doctor you go through to schedule all your needed physical appointments. That’s his one-time only role. That Mayo Clinic doctor, again, is not my primary care doctor - but wish he was. I do not know who input his name in the BMC patient portal, but it sure wasn’t me. Seems a pretty simple fix Dr Kawa should be able to resolve as a BMC doctor. I am assuming that’s why my 15-minute appt was cancelled; they weren’t really clear. The lady I spoke to today just stated that Dr Kawa can no longer see me and to find a different primary care doctor or go to an urgent care clinic, seriously, not dressing the message up for me, just go find another doctor. So now today, I do not have a primary care doctor. Very little to no care was given to my immediate condition, just was told “go elsewhere.” This is complete nonsense and the fact that they do not have a way to continue to see me is ridiculous. A simple call to the Mayo Clinic would've confirmed what I tirelessly tried to explain to them - I cannot be seen by a primary doctor at the Mayo Clinic. I will find another primary care doctor and will do anything on my power to help others stay away from this hospital/office. Patient care/service is obviously not their fortitude. If they cared that much today this may actually be a blessing in disguise going forward. It would’ve been so much easier to keep my 15-minute appt and work on the issues afterwards, you know, show you care a little for you patients. This should not be happening this day and age…and please work on you customer service skills. I intend to file additional complaints.
