Amazon’s health clinic pushed a misleading account of call center errors

Amazon's One Medical clinic distributed talking points to workers to respond to patient inquiries about recent reports of call center errors. The talking points claimed that an internal safety team reviewed incidents and concluded that patients received the care they needed. However, the company acknowledged that two cases were mishandled and should have been escalated immediately. One Medical is still unable to locate records for six of the incidents flagged for failure to escalate to clinical staff. The company's distribution of talking points follows reports of laying off in-office staff and transitioning senior patients to a centralized call center, which led to complaints about minimal qualifications and limited training for call center staff.