Access Eye Center Coleman Eye Division

Hello MsAtkisson, Please see the attached response from Access Eye Centers, P.Cin regards to case# [redacted] If you have any further questions, please do not hesitate to contact Michele M [redacted] at [redacted] or 540-371-2020x***To Whom It May Concern: Access Eye Centers, P.C., recently received the complaint Revdex.com Case# [redacted] regarding a patient being charged a "No Show" fee for her procedureThis patient did initially have cataract surgery as she described in October A cataract is when the eye's natural lens has become cloudy and causes trouble seeing and doing everyday activitiesDuring cataract surgery, the natural lens of the eye is replaced with an artificial lensAs an option of cataract surgery, patient's can choose to upgrade their lens to a multifocal lens, which will reduce their dependence on glasses following surgeryHowever, the primary purpose of cataract surgery is to remove the cloudy lens, therefore further procedures or glasses may be necessary to achieve the best possible vision following cataract surgeryThe patient in this case elected the option to upgrade her lens implant, which is considered cosmetic by insurance companies, and paid the fee to upgrade her lens, $ [redacted] out of pocketThe multifocal upgraded lens that the patient paid for has been permanently implanted in her eyeThe remaining fees for her surgery were billed to her insuranceAll remaining fees due to our office for the surgery were covered by her insurances in fullThe patient returned for all follow up care after the surgery, which is covered under the surgery no matter which lens option a patient electsA common occurrence after cataract surgery, like any surgery, is the development of scar tissue, which is removed with an in-office laser procedure called a YAG CapsulotomyThis procedure was performed on the patient in this case in February and was billed to her insuranceIt was paid by the patient's insurances in fullDue to the patient's desire to improve her vision further following cataract surgery, the patient was interested in pursuing a PRK procedure on her right eyeThe patient had several appointments scheduled before the surgery to discuss options and ensure that she was a candidate for the surgeryHer surgery was scheduled for October 20, Initially this appointment was scheduled for /26/16, but was rescheduled for 9//at the patient request and it was again rescheduled to 10/20/at the patient's request with a follow up appointment scheduled on 10/24/The patient received two email reminders for both of these appointments via our reminder program and should have also received an email for each appointment from our Patient Portal systemThe patient failed to show for her PRK procedure appointment on 10/20/and was charged the $ [redacted] no show fee for a procedure per our office policyShe had signed a copy of this policy 8/4/when she scheduled her cataract surgeryThe same policy applies to both proceduresPlease see the enclosed copies of her reminders for each appointment (the surgery on 10/20/and the follow up on 10/24/16) and her signed "'No Show' Policy & Procedure For Procedures & Surgery" AgreementThe patient even called in regarding receiving the email appointment reminder for her follow up appointment scheduled on 10/24/16, so we can verify that these appointment reminders were in fact received by the patientThe patient was not charged a "No-Show" fee for her follow up appointmentShe was only charged the "No-Show" fee for her missed procedureNo refund is due to the patient and the charges will not be reversed off of her accountIf you need any further clarification regarding this case, please do not hesitate to contact our office at 540-371- Sincerely, Elizabeth C [redacted] Benefits Director/Accounts Payable/Credentialing ManagerAccess Eye540-371-2020x***Cambridge StreetFredericksburg, Virginia 22405(Corporate Location)accesseye.com“locations to serve you”

Hello Ms. Atkisson,         Please see the attached response from Access Eye Centers, P.C. in regards to case#[redacted].  If you have any further questions, please do not hesitate to contact Michele M[redacted] at [redacted] or 540-371-2020x[redacted]To...

Whom It May Concern: Access Eye Centers, P.C., recently received the complaint Revdex.com Case#[redacted] regarding a patient being charged a "No Show" fee for her procedure. This patient did initially have cataract surgery as she described in October 2015. A cataract is when the eye's natural lens has become cloudy and causes trouble seeing and doing everyday activities. During cataract surgery, the natural lens of the eye is replaced with an artificial lens. As an option of cataract surgery, patient's can choose to upgrade their lens to a multifocal lens, which will reduce their dependence on glasses following surgery. However, the primary purpose of cataract surgery is to remove the cloudy lens, therefore further procedures or glasses may be necessary to achieve the best possible vision following cataract surgery. The patient in this case elected the option to upgrade her lens implant, which is considered cosmetic by insurance companies, and paid the fee to upgrade her lens, $[redacted] out of pocket. The multifocal upgraded lens that the patient paid for has been permanently implanted in her eye. The remaining fees for her surgery were billed to her insurance. All remaining fees due to our office for the surgery were covered by her insurances in full. The patient returned for all normal follow up care after the surgery, which is covered under the surgery no matter which lens option a patient elects. A common occurrence after cataract surgery, like any surgery, is the development of scar tissue, which is removed with an in-office laser procedure called a YAG Capsulotomy. This procedure was performed on the patient in this case in February 2016 and was billed to her insurance. It was paid by the patient's insurances in full. Due to the patient's desire to improve her vision further following cataract surgery, the patient was interested in pursuing a PRK procedure on her right eye. The patient had several appointments scheduled before the surgery to discuss options and ensure that she was a candidate for the surgery. Her surgery was scheduled for October 20, 2016. Initially this appointment was scheduled for 7 /26/16, but was rescheduled for 9/27 /16 at the patient request and it was again rescheduled to 10/20/16 at the patient's request with a follow up appointment scheduled on 10/24/16. The patient received two email reminders for both of these appointments via our reminder program and should have also received an email for each appointment from our Patient Portal system. The patient failed to show for her PRK procedure appointment on 10/20/16 and was charged the $[redacted] no show fee for a procedure per our office policy. She had signed a copy of this policy 8/4/2015 when she scheduled her cataract surgery. The same policy applies to both procedures. Please see the enclosed copies of her reminders for each appointment (the surgery on 10/20/16 and the follow up on 10/24/16) and her signed "'No Show' Policy & Procedure For Procedures & Surgery" Agreement. The patient even called in regarding receiving the email appointment reminder for her follow up appointment scheduled on 10/24/16, so we can verify that these appointment reminders were in fact received by the patient. The patient was not charged a "No-Show" fee for her follow up appointment. She was only charged the "No-Show" fee for her missed procedure. No refund is due to the patient and the charges will not be reversed off of her account. If you need any further clarification regarding this case, please do not hesitate to contact our office at 540-371-2020.   Sincerely, Elizabeth C[redacted]Benefits Director/Accounts Payable/Credentialing ManagerAccess Eye540-371-2020x[redacted]110 Cambridge StreetFredericksburg, Virginia 22405(Corporate Location)accesseye.com“5 locations to serve you”

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The employees at Access Eye Centers are dishonest brokers. They have lied. I refused to accept the eyeglasses because Kelly, who originally took the order, failed to include transitions lenses which I ordered in September. John R[redacted], the Optical Manager, not wanting to lose the sale, asked if they would include the transitions lenses at no charge to me, would I accept the glasses. I agreed to this verbally. I also met in person with John. I never agreed to pay any additional monies. I never agreed to have additional monies deducted from the refund due me. What they have done is dishonest and unethical. They own employee, Cindy, who reviewed my account, told me I was charged $[redacted] for transitions lenses plus postage (which I never authorized). Their story keeps changing as they try to justify their lies and deceit. I hold to my original complaint, which is truthful and valid.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]