J. Richard Lily MD ABFP AND ASSOCIATES

02/10/2015Dear [redacted],I am responding to the issues regarding the patient identified by the above number. It certainly is true we do have an EHR (electronic health records) system and have computerized billing and scheduling, and have since 1987, however, we do not schedule appointments via...

email. We do have a website and a patient portal that when the patient signs themselves up can request for us to make them an appointment, but does not set up appointments without the patient knowing or requesting. I am not sure why he thinks we are making him appointments without his knowledge, other then he is confused. when he was here for his physical on January 20th, an appointment with the nurse was made with his consent for fasting lab work on January 29th. This is the appointment he said he did not make. He also made an appointment for a 2D Echo on 3/9 and a Treadmill on 2/13. He called our office upset stating he never made these appointments either and canceled them only to Call back and reschedule them. His medication was electronically prescribed as ordered by the physician. We do not call in or hand write maintenance medication, they are “eprescribed” and sent to the pharmacy electronically, Our front desk staff does not do this task it is done by the practitioner.We did not do anything in error taking care of this patient. He has been a patient for many years and think he was in a state of confusion the day of his appointment. He now has his medication, he has his appointments which he rescheduled and he seems to understand how. If our office can be of further assistance or you need any other information please do not hesitate to contact my assistant, Cathy F[redacted] at ([redacted]) [redacted] ext. [redacted].Sincerely,Darlene C Practice Administrator

Review: 10 August 2013I have a complaint about this company's billing practices. It seems to send out bills whenever it feels like it, yet doesn't cash payments made, which is either indicative of abuse, or general incompetence of the billing department. (I had this issue with another medical company in this area, for which I had filed a similar complaint, to find that they had literally been sitting on payments; ie not depositing them). In this instance, I had received a bill dated 7/10/13 for $124.04 for a back bill, payment of which was supposed to have discharged all outstanding obligations to this company. I mailed them a credit card payment for that amount. As of 10 August they have not deposited the payment because the charge still has not appeared on my credit card. I am not some sort of ATM, and I do/will not continue to send them payments for the same amount just because their billing department does not deposit payments. I also do not think the post office lost the payment because none of my other mail has been lost. Their behavior is just like the other medical company's behavior in this area; simply inefficient. I have not been to this facility in awhile because of the problems caused by Obamacare, and I will not resubmit this payment.Desired Settlement: I want them to deposit the payment already made and get this over with.

Consumer

Response:

More 64 of 180 Fwd:

Case ID [redacted], J

.

Richard Lilly & Associates

InboxxRevdex.com of Metro DC and Eastern PA

Aug 13 (7 days ago)to me---------- Forwarded message ----------

From: [redacted]. [redacted] <[redacted]>

Date: Mon, Aug 12, 2013 at 7:39 PM

Subject: Case ID [redacted], J. Richard Lilly & Associates

To: [email protected]

Monday, August 12, 2013 Dear [redacted], Please close this case ID. I have resolved the issue with the company today.

Thank you for the follow-up.

Sincerely,

[redacted]. [redacted]

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Review: everytime I come in the office there Ill have an appointment at a certain time and sit and wait for an hour an a half after my appointment time. I left paper work with [redacted] on friday April 12 2013 that needed to be filled out by my doctor and faxed by the 15th for the health department for me to continue to have transportation by the health department. Well needless to say it was not done I call the office and left a message with [redacted]s assistant [redacted] on mon apirl 15 2013 and I was not called back till after the office was closed. The dr said I never left the paperwork with her and I did. I asked to speak with a manager because I was told that the dr would not be back in till wensday and I could not wait till then. The managers name was [redacted] and she was very rude and said she couldnt do anything till the dr came back and that was unacceptable. They had three days to complete the neccesary papers. Also she said that they would not fill out the papers because I had not been going to the practice that long and that was wrong because there was no needed past history. I asked to speak with another manager and I did she offered to do more help then the last lady. She was suppose to call me back the next day and she never did. I called yesterday the 18th of april and I was getting transfered to [redacted] and thats not what I happened I actually got ahold of dr lily the owner he was very rude and said he could not help me they hung up on me three times yesterday and here it is friday the 19 and have yet to recieve my paperworkand now have no help with transportation.Desired Settlement: So I need my papers filled out and done what I asked the first time and a saction of some kind this place is just ridiculous I dont know how they still have their business treating people like this an its always been like this since ive been coming there.