B N.
It would take a book to explain my reason for this review.
Wish I could write my experience without it turning into a book. Because of their incompetence, Oak Street Health flatly lied to me about a form required by the Court when petitioning for guardianship. First, they said they didn't receive it by fax, although I have confirmation of transmission. I mailed it Certified, return receipt, and they said they couldn't find it. I drove 80 miles to deliver it personally. All three times, my contact information was included. Turns out they received the form all 3 times, but the treating nurse did not know what to do with it! When a business ignores a form that is captioned by the name of a Court, that is bad. That court form is because of disabled adults not having the capacity to know what they are signing. It does not require a HIPAA release. It goes before a judge and if granted temporary guardianship, that person then has authority to sign the HIPAA release on the patient's behalf to get medical records for filing with the court. But, I was talking to call center people -- not anyone at the clinic, nor their legal department. No matter what number you call, you get a call center, some which are not located in the same State where the patient lives. No matter what issue you phone about, the result is the same; "The care team will contact you within 48 hours." What about 48 YEARS! My sister is 78 yrs old, but the MSN, (not a doctor), thinks that a patient that old who has had dementia for over 8 yrs knows they are signing a HIPAA release form. Recently, financial exploiter number 1 got a HIPAA release form for complicit party number 2, had my sister sign it, so complicit party number 2 then changed the mailing address in my sister's file. In spite of having my contact information, the form was mailed to complicit party number 2 who resides 700 miles away because she is listed as having a HIPAA release. Effectively, Oak Street Health put the information of that form, and the actual form, into the hands of suspect people and obstructed my sister's ability to live her last months in peace with someone she loves and who loves her. I filed a complaint with BBB and the response was, in my opinion, just so BBB won't reduce their rating due to no response, because it was just like the responses you get from the call center, that is along the lines of saying, "we will look into this matter and get back to you". I tremble at the thought that I had to explain this. Oak Street Health's staff, upon realizing they didn't know what to do with the form, rather than lying to me, should have contacted one of CVS's attorneys, or contacted me, and I would have helped them reach court personnel to explain the reason and purpose of that form to them.