Arizona Retina and Vitreous Consultants

Thank you for giving us an opportunity to respond to this complaint.We did indeed see this patient earlier this year. At the time of the patient's visit with us, my front desk was apparently not aware of some changes with his carrier, which now made us "out of network". Other than the...

patient's [redacted] complaint, I was never made aware of any business interactions with this patient. This is most unfortunate, as any emails directed to[redacted].[redacted] goes directly to the physicians of the practice, as did this [redacted] complaint. As soon as I received the complaint via email, I reached out to the patient via phone to see how I could rectify this. Upon introducing myself, the call was interrupted. When I dialed the number again, I left a voicemail with my direct phone number so the patient could directly speak to me about his grievances. I never heard back from him. It is against our practice policies to charge a patient anything other than the an agreed upon/contractual amount. I cannot be certain what the content of the patient's conversation with our billing department was but I have reiterated this policy with all of our staff as has my office manager. Our office manager has also specifically pointed out the patient's concerns regarding phone etiquette. I am in fact grateful for his feedback as we take pride in outstanding customer service. The patient's balance has been written off. While insurance panels are very dynamic, we are working tirelessly to improve our process of coverage determinations until that process is optimized. All in all I am grateful for our patient's feedback. While I would have preferred the opportunity to personally "make things right" for him - we never received his letter in the mail. I hope and trust that this addresses all concerns. Please let me know if there is anything else that I can be of help with to resolve this issue. Sincerely yours,[redacted], MD

Thank you for giving us an opportunity to respond to this complaint.We did indeed see this patient earlier this year. At the time of the patient's visit with us, my front desk was apparently not aware of some changes with his carrier, which now made us "out of network". Other than the...

patient's [redacted] complaint, I was never made aware of any business interactions with this patient. This is most unfortunate, as any emails directed to[redacted].[redacted] goes directly to the physicians of the practice, as did this [redacted] complaint. As soon as I received the complaint via email, I reached out to the patient via phone to see how I could rectify this. Upon introducing myself, the call was interrupted. When I dialed the number again, I left a voicemail with my direct phone number so the patient could directly speak to me about his grievances. I never heard back from him. It is against our practice policies to charge a patient anything other than the an agreed upon/contractual amount. I cannot be certain what the content of the patient's conversation with our billing department was but I have reiterated this policy with all of our staff as has my office manager. Our office manager has also specifically pointed out the patient's concerns regarding phone etiquette. I am in fact grateful for his feedback as we take pride in outstanding customer service. The patient's balance has been written off. While insurance panels are very dynamic, we are working tirelessly to improve our process of coverage determinations until that process is optimized. All in all I am grateful for our patient's feedback. While I would have preferred the opportunity to personally "make things right" for him - we never received his letter in the mail. I hope and trust that this addresses all concerns. Please let me know if there is anything else that I can be of help with to resolve this issue. Sincerely yours,[redacted], MD