Alamo Mental Health Group [redacted]
[redacted]
[redacted]
[redacted] [redacted]
* Revdex.com Corporate Office [redacted] Austin, Texas To Whom It May Concern; This letter is in response to a complaint made about our office concerning one of...
our therapists, [redacted], LCSW. A complaint was made after a scheduled office visit was cancelled. The patient made an appointment for counseling. The therapist had a family emergency and had to cancel the appointment. The therapist contacted the patient the day before asking to reschedule. The patient refused, insisting that she be seen at the initial appointment time, but she did agree to delay it by 30 minutes. The following day the patient arrived for the appointment. The therapist was still involved in an emergency situation and was not able to be available for the appointment time. The therapist was apologetic and did offer times, later that day, that evening and on the weekend so as not to interfere with the work schedule of the patient. Unfortunately, emergency situations do happen. There are times when appointments have to be cancelled and this situation was one of them. An attempt was made to reschedule for times that would meet the patient’s needs. It is understandable that the patient was upset and inconvenienced by the change. The patient wanted a $30 refund for her time and inconvenience. In the complaint she was stating she wanted a refund of her $30 copay. Our office never charges a copay if the patient is not seen. This patient was seen the following day by the counselor. She wanted her copay waived due to the inconvenience placed on her. She was told by the office manager that she could not authorize this. Unfortunately, the copays and amount of payment is dictated the insurance companies in which we contract with. In these contracts we agree to collect payment for this service. The office manager was not authorized to adjust the copay for this reason. We do apologize for this situation. We do pride ourselves on being available to patients for their appointments and we try to respect their time. When emergencies to occur, we do attempt to notify patients as quickly as possible and to reschedule those appointments as soon as possible. Sincerely, [redacted], LCSW Vice President Alamo Mental Health Group Addendum to this letter: Since filing this complaint, the patient did decide to continue to use services provided by our group. We did waive her copay for her first visit despite it going against our contract with her insurance company.
Alamo Mental Health Group [redacted]
[redacted]
[redacted]
[redacted] [redacted]
* Revdex.com Corporate Office [redacted] Austin, Texas To Whom It May Concern; This letter is in response to a complaint made about our office concerning one of...
our therapists, [redacted], LCSW. A complaint was made after a scheduled office visit was cancelled. The patient made an appointment for counseling. The therapist had a family emergency and had to cancel the appointment. The therapist contacted the patient the day before asking to reschedule. The patient refused, insisting that she be seen at the initial appointment time, but she did agree to delay it by 30 minutes. The following day the patient arrived for the appointment. The therapist was still involved in an emergency situation and was not able to be available for the appointment time. The therapist was apologetic and did offer times, later that day, that evening and on the weekend so as not to interfere with the work schedule of the patient. Unfortunately, emergency situations do happen. There are times when appointments have to be cancelled and this situation was one of them. An attempt was made to reschedule for times that would meet the patient’s needs. It is understandable that the patient was upset and inconvenienced by the change. The patient wanted a $30 refund for her time and inconvenience. In the complaint she was stating she wanted a refund of her $30 copay. Our office never charges a copay if the patient is not seen. This patient was seen the following day by the counselor. She wanted her copay waived due to the inconvenience placed on her. She was told by the office manager that she could not authorize this. Unfortunately, the copays and amount of payment is dictated the insurance companies in which we contract with. In these contracts we agree to collect payment for this service. The office manager was not authorized to adjust the copay for this reason. We do apologize for this situation. We do pride ourselves on being available to patients for their appointments and we try to respect their time. When emergencies to occur, we do attempt to notify patients as quickly as possible and to reschedule those appointments as soon as possible. Sincerely, [redacted], LCSW Vice President Alamo Mental Health Group Addendum to this letter: Since filing this complaint, the patient did decide to continue to use services provided by our group. We did waive her copay for her first visit despite it going against our contract with her insurance company.