I've now legitimately observed this regarding two separate grievances. The BS grievance dept. personnel receives the written report from the initial complaint call, then calls the client to confirm the details, then calls the doctor's office in question and adopts whatever that office personnel claim didn't ever occur, then calls the client to relay that nonsense. From there, the grievance personnel needs to know with as much detail as possible that the doctor's office personnel are spineless liars. With continued objection by the client, this can be escalated to the state department of managed healthcare, appeals & grievances. However, they probably do the same pathetic act, or at least that was my experience on a grievance about the unhelpful, apathetic, and braindead office personnel kids who need their job duties explained to them to extents that they gaslight their faults as excuses to terminate the call and screen all following call attempts — you know, normal office etiquette nowadays.
Good luck preparing for the worst in your attempts to be heard and honored as a client by Blue Shield.
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