Becker's Healthcare June 17, 2024
Mariah Taylor

Amazon’s One Medical is facing scrutiny after leaked documents show one of its call centers failed to escalate calls from senior patients with urgent symptoms, The Washington Post reported June 15.

The Tempe, Ariz., call center for senior patients was created last year “to increase access and quality of care.” The call center is staffed by employees and contractors with limited training and little to no medical experience. When they receive a call, they are supposed to triage patients and escalate calls to a virtual medical staff member for 17 “red flag” symptoms. However, a spreadsheet that tracked incidents flagged by medical professionals between Feb. 19 and March 18 showed dozens of calls that were not properly escalated. Many of...

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