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Charlynn Ritenour-Bailey/UPMC Department of Ob-Gyn

22 Jan

Charlynn Ritenour-Bailey
UPMC Department of Ob-Gyn
211 North Whitfield Street,
Pittsburgh, PA, 15206
(412) 361-3132

What type of medicine does the provider practice?        

OB/GYN

Would you recommend this provider to others?              

No; I have never had a more negative experience with a healthcare provider in my life, and filed a letter of complaint with UPMC. Dr. Ritenour-Bailey and her staff were extremely incompetent, and it took 5 months and 3 office visits to get the results of standard STD tests, which I finally received after visiting an outside lab (fourth visit in total). Text of letter I wrote is here, happy to provide more details as well:

To Whom It May Concern:

I am writing in order to formally file a complaint against Charlynn Ritenour-Bailey, a nurse practitioner within the UPMC network.

My initial appointment with Ms, Ritenour-Bailey took place on February 10, 2015 at her office at 211 North Whitfield Street in Pittsburgh. The appointment was for a check-up, Pap smear, and STD testing. I was very clear about the fact that I had not been to a gynecologist in at least five years, and requested every STD test available. I was concerned about possible exposure to herpes, and thus was extremely clear that I wished to be tested for that virus.

At the conclusion of that visit, Ms. Ritenour-Bailey informed me that I would receive a phone call from her if any test results were abnormal, and a letter with my results if everything was normal. After approximately three weeks, I received two letters dated February 18, stating that my test results for Hepititis B, Hepititis C, HIV, Syphilis, HPV, and Pap Smear were normal. Since a number of the tests I had specifically requested were not addressed, I called the office immediately. I was told that all my tests were normal, and that letters with the remaining results would be forthcoming. Five weeks later, after many additional phone calls to the office from me, I recived a letter dated March 17 that indicated my test results for Chlamydia and Gonorrrhea were normal.

However, I still had no results, normal or abnormal, from the Herpes test I specifically requested. When I called back again, I was finally told that Ms. Ritenour-Bailey’s office had not in fact requested that test, despite me both asking for it by name and being told repeatedly it had been performed. Her office apologized, and offered me the option to come in for a blood draw so the test could be performed, which I did on March 25. In the month after that blood draw I called the office at least three separate times, and was told by various staff members that my test results were normal, and that a letter stating so was in the mail. On April 30, more than a month after that blood draw, I called the office again to find out what was going on and why I had not recived a letter regarding the results of my herpes test.

At that point, after speaking with three different staffers who were unable to tell me what was going on, Ms. Ritenour-Bailey called me herself. She stated that her records indicated that I had not shown up for the blood draw on March 25. I stated that was unequivocally false, and she said that she would call me back once she figured out what was going on. Her office manager called me about half an hour later, and told me that their office had mislabeled my blood drawn on March 25, and as a result Quest Diagnostics had discarded it without performed the herpes test. She then offered to write me a prescription to have the test done at the testing facility, which I accepted.
The level of incompetence demonstrated by Ms. Ritenour-Bailey’s staff and her inability to oversee them was staggering, and effectively prevented me from received information that I requested, was owed, and was crucial to my health. The errors in ordering and performing my tests were compounded by misinformation I received repeatedly, from a number of different staffers. I could not be more upset with the entire experience, and sincerely hope that efforts will be made to address what is a violation of ethics and the standards of decent medical care.

When was your last visit with the provider          

1-3 years ago

Why did/do you see this provider?         

OB/GYN checkup

What was/is your experience making an appointment with this provider?           

No problem making an initial appointment, but once something was wrong it was impossible to get in touch with anyone who could help. I spent at least five hours on the phone in total.

Was/is the provider affordable?              

They accepted my UPMC insurance.

Please describe your experience with the provider.       

Please see review above.

Please describe your experience with the provider’s support staff (if applicable).            

Please see review above.

What identities do you have?    

White woman, 32 at time of visit, able, middle class.

 

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