Avalon Dental

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ July 27th, [redacted] Senior Marketplace Counsellor Revdex.com of Central and Northern Alberta Complaint Activity Report Case # XXXXXXX Re: [redacted] Dear [redacted] This is our written response to the allegations [redacted] has put forth to the Revdex.com of Central and Northern Alberta Dr [redacted] (Dr [redacted] Registered Dental Assistant), [redacted] (Front End Support & Registered Dental Assistant), [redacted] (Front End Support & Dental Nurse) and myself [redacted] Office Manager to Dr [redacted] all are making comments to the allegations [redacted] has made about her visit to Avalon Dental on July 15th for an [redacted] (Orthodontic) consult [redacted] DDS I am a provider certified for [redacted] [redacted] presented to our practice July 15th to obtain an estimate for [redacted] [redacted] stated to us in the operatory that she is currently shopping around for quotes on [redacted] [redacted] commented that she had [redacted] in the past and did not complete it and the treatment regressedI did a full Ortho Exam as documented in her fileAfter my initial examination I found [redacted] to be a complicated caseI gave [redacted] four options; > Do nothing > Be referred for Traditional Full Orthodontic Treatment > Month [redacted] Full > DNA (Day Night Appliance) After giving her the four options I explained why DNA is the best option, not the only optionI also spoke of the other optionsI explained that both DNA and Full Ortho would be corrective not just cosmetic straightening [redacted] stated that she foudn the information on DNA very interesting [redacted] commented that we gave more information than anyone else ever had The Service I provided would normally be billed through insurance for anyone as it is a billable service renderedAs a professional courtesy I offered no charge consults to existing or with patients that will be proceeding with treatment with us [redacted] was in neither categoryAt this time I will not accept [redacted] as a new patient due to the allegations she has stated in a complaint about my practice and my employeesCurrently we have video surveillance both inside and outside of our practiceWe do have access to the footage for that day and will provide that information if requiredI cannot believe my Office Manager [redacted] would ever raise his voice let alone be verbally aggressive, rude or insultingNot one staff member here at Avalon Dental would present in that mannerWe pride ourselves on our constant professional care of all our patients regardless of the way they present themselvesI have requested [redacted] my Office Manager, to not take payment from [redacted] ***' insurance policies and have requested [redacted] to send her a copy of her financial agreement and her statement to be paid within thirty days of the service we have providedOtherwise, her outstanding billable balance will be sent to our collections department [redacted] RDA for Dr [redacted] presented to our practice to discuss the possibility of having [redacted] done for a second time [redacted] stated that she's "sifting through dentists for info and quotes"Dr [redacted] did an ortho exam, complete with an assessment of the muscles of the head & neckI charted all the information gathered at the timeDr [redacted] stated that [redacted] could definitely proceed with [redacted] , and he treatment planned her as an [redacted] Full Comprehensive Case, with an estimated treatment time of at least months Dr [redacted] then gave [redacted] a few other options based on her symptoms To do Nothing Referral for Full Orthodontic treatment [redacted] Full DNA appliance therapy Dr [redacted] explained to [redacted] that we could potentially help her with a solution to her issues previously documented (in her medical and dental history that she filled out), as well as fixing the cosmetic issues she originally expressed a concern about I gave [redacted] an info packet with information about TMJ, Headaches, Sleep Apnea, and the DNA appliance system [redacted] thanked us multiple times for the information and for being so thoroughI also let her know that, she wanted more information she could book a DNA consult at no charge [redacted] was very pleasant and smilled through the whole clinical appointment [redacted] Office Manager for Dr [redacted] I first met [redacted] when she was in the dental operatory with Dr [redacted] and [redacted] , RDAAt that time Dr [redacted] and [redacted] had completed [redacted] 's consultI am also a treatment coordinator here at Avalon Dental [redacted] had been present with four options as per Dr [redacted] and [redacted] (do nothing, traditional orthodontic braces, month [redacted] treatment plan, or DNA (Day Night Appliance with is also an Orthodontic appliance.) We spoke briefly in the operatory about the cost of [redacted] and DNA [redacted] had requested an estimate for [redacted] I presented to [redacted] the treatment plan Dr [redacted] had prescribedDuring the presentation [redacted] was pleasant and asked the common questions about insurance and financial options here at Avalon DentalI briefly went over her questions as she had already informed [redacted] that she was shopping around [redacted] left my consult room and was leaving the practice when I asked [redacted] if [redacted] had finished with the billing process at the front [redacted] alerted me that she had not and I went to let her know that we had not finishedI waved and alerted her before she left, I did not at any time yell at [redacted] as she has stated in her complaint [redacted] did come back to the front desk and we started to completed the billing process [redacted] stated she was confused that she was being billed for a consult feeI asked her if she had not been alerted of the consult fee [redacted] said she had not been alerted that there would be a fee associated with the consultI then excused myself for a moment to speak with ***, our front end staff member who had spoken with [redacted] , confirming her appointment and alerting her of the fee associated with the consult, if she was not coming for treatment, or an existing patient [redacted] told me that she indeed did inform [redacted] that there was a fee associated to the consult [redacted] came up front with me and spoke to [redacted] reminding her that she had informed her of the fee associated with a consult, under these circumstancesI stated our policy her at Avalon Dental that if you are seeking an estimate only, and you do not intend to come to our practice for a treatment, or you are not a current active patient, then there is a fee associated to the hour long appointment we provide to a person seeking an estimate onlyWe will reimburse the cost of the consult if the person becomes a new patient, or commits to the treatment plan presentedAt the beginning of the appointment here at Avalon Dental [redacted] did sign our financial agreement that states the following; AVALON DENTAL Financial Agreement YOUR DENTAL INSURANCE IS YOUR RESPONSIBILITY, BUT WE WILL DO OUR BEST TO HELP You, the patient, are responsible for the total treatment fee As a courtesy to you, we do accept assignment of benefits from most insurance companiesThis will reduce your immediate out of pocket expendituresWe allow days for your insurance company to make payment to usAfter this time, all inquiries and follon payments due, become your responsibility I have read and agree to the above information **As per the information act we cannot provide the signed documents unless [redacted] requests the release of all signed forms, documents, charting, or chart notes [redacted] I have already submitted the claim for the consult electronically to her primary insurance she had provided to [redacted] at the start of her appointmentI attempted to get a signature for [redacted] 's second insurance when she stated that she would not sign it [redacted] was upset that we were processing her claim and stated that the consult should be no charge; I reiterated that there is a fee for service as per our policy for a patient requesting an estimate for services we provideAt no time did I become verbally aggressive, no did I, at any time, make rude and insulting commentsI was seated behind the front desk and calmly stated our policy and [redacted] was not happy about it [redacted] stated "I can't deal with this I have to leave" and stated she would come back later that day to continue the discussionI understood and stated that would be fineWe had a patient at the front who was completing his claim billing as well so I felt it was prudent that [redacted] come back to discuss her concerns [redacted] never returned on that dayIf we do receive funding from [redacted] 's primary insurance provided we will return the payment as per Dr [redacted] As of July 15th, [redacted] will have an outstanding balance of $We will be sending her a statement as of today, July 27th, As per our financial agreement with [redacted] we will be expecting payment in fullIf we do not receive payment by August 15th we will be sending her financial file to our collections department as per our policy here at Avalon Dental [redacted] Front End Support and RDA for Dr [redacted] On June 3rd [redacted] called our dental practice requesting an [redacted] consultSince [redacted] was neither a current patient nor intended to become a patient of ours I alerted her that there was a fee associated with the consultInitially [redacted] was booked with our associate Dr [redacted] LafleurOn June 22nd [redacted] was rebooked with Dr [redacted] who is also an [redacted] provider, Dr [redacted] Lafleur was no longer available here at Avalon Dental since he has moved to a practice outside of Edmonton [redacted] was confirmed on July 13th My Office Manager [redacted] came to talk to me about whether [redacted] had been told about that there would be a fee associated to a consult for a patient that was just seeking an estimateI then came up front to talk to [redacted] and attempted to inform her that we had spoken about the fee for service [redacted] denied that we had spoken about itAt no time did I see or hear my Office Manager [redacted] become verbally aggressive or making rude and insulting commentsMy Office Manager did state our policy to [redacted] and she was not happy about it and wanted to leave because she could not talk any further about our policy and stated she would come back later that day to discuss the matterMy Office Manager agreed and [redacted] left [redacted] Front End Support and Dental Nurse I first met [redacted] when she came in to our practice on her July 15th, [redacted] consultI took all her personal, medical, and insurance information [redacted] was very pleasant; [redacted] never asked any questions at that timeWhen [redacted] was leaving our practice my Office Manager [redacted] asked if [redacted] 's billing was complete, I said it had not been completed, I was on the phone with a patientI observed [redacted] call [redacted] at the front door of our practice I did not hear him yellingI did not see the patient leave the officeI observed [redacted] and [redacted] discussing our policy with [redacted] Both [redacted] and [redacted] were seated (there was no aggressive behavior) [redacted] and [redacted] were calmly discussing our policy for billing a consultI did observe [redacted] commenting "I can't deal with this I have to leave"I never observed [redacted] or [redacted] speaking rudely or insulting [redacted] If you have any further questions to our response to this complaint please feel free to contact me direct Sincerely, [redacted] DDS [redacted] Office Manager for Dr [redacted] RDA [redacted] RDA [redacted] Dental Nurse gph/GS

Initial Business Response /* (1000, 5, 2015/07/28) */
July 27th, 2015
[redacted]
Senior Marketplace Counsellor
Revdex.com of Central and Northern Alberta
Complaint Activity Report Case # XXXXXXX
Re: [redacted]
Dear [redacted]
This is our written response to the...

allegations [redacted] has put forth to the Revdex.com of Central and Northern Alberta.
Dr. [redacted] (Dr. [redacted] Registered Dental Assistant), [redacted] (Front End Support & Registered Dental Assistant), [redacted] (Front End Support & Dental Nurse) and myself [redacted] Office Manager to Dr. [redacted] all are making comments to the allegations [redacted] has made about her visit to Avalon Dental on July 15th 2015 for an [redacted] (Orthodontic) consult.
[redacted] DDS
I am a provider certified for [redacted].
[redacted] presented to our practice July 15th 2015 to obtain an estimate for [redacted] stated to us in the operatory that she is currently shopping around for quotes on [redacted].
[redacted] commented that she had [redacted] in the past and did not complete it and the treatment regressed. I did a full Ortho Exam as documented in her file. After my initial examination I found [redacted] to be a complicated case. I gave [redacted] four options;
> Do nothing
> Be referred for Traditional Full Orthodontic Treatment
> 18 Month [redacted] Full
> DNA (Day Night Appliance)
After giving her the four options I explained why DNA is the best option, not the only option. I also spoke of the other options. I explained that both DNA and Full Ortho would be corrective not just cosmetic straightening. [redacted] stated that she foudn the information on DNA very interesting. [redacted] commented that we gave more information than anyone else ever had.
The Service I provided would normally be billed through insurance for anyone as it is a billable service rendered. As a professional courtesy I offered no charge consults to existing or with patients that will be proceeding with treatment with us. [redacted] was in neither category. At this time I will not accept [redacted] as a new patient due to the allegations she has stated in a complaint about my practice and my employees. Currently we have video surveillance both inside and outside of our practice. We do have access to the footage for that day and will provide that information if required. I cannot believe my Office Manager [redacted] would ever raise his voice let alone be verbally aggressive, rude or insulting. Not one staff member here at Avalon Dental would present in that manner. We pride ourselves on our constant professional care of all our patients regardless of the way they present themselves. I have requested [redacted] my Office Manager, to not take payment from [redacted]' insurance policies and have requested [redacted] to send her a copy of her financial agreement and her statement to be paid within thirty days of the service we have provided. Otherwise, her outstanding billable balance will be sent to our collections department.
[redacted] RDA for Dr. [redacted]
[redacted] presented to our practice to discuss the possibility of having [redacted] done for a second time. [redacted] stated that she's "sifting through dentists for info and quotes". Dr. [redacted] did an ortho exam, complete with an assessment of the muscles of the head & neck. I charted all the information gathered at the time. Dr. [redacted] stated that [redacted] could definitely proceed with [redacted], and he treatment planned her as an [redacted] Full Comprehensive Case, with an estimated treatment time of at least 18 months.
Dr. [redacted] then gave [redacted] a few other options based on her symptoms.
1. To do Nothing
2. Referral for Full Orthodontic treatment
3. [redacted] Full
4. DNA appliance therapy
Dr. [redacted] explained to [redacted] that we could potentially help her with a solution to her issues previously documented (in her medical and dental history that she filled out), as well as fixing the cosmetic issues she originally expressed a concern about.
I gave [redacted] an info packet with information about TMJ, Headaches, Sleep Apnea, and the DNA appliance system. [redacted] thanked us multiple times for the information and for being so thorough. I also let her know that, she wanted more information she could book a DNA consult at no charge. [redacted] was very pleasant and smilled through the whole clinical appointment.
[redacted] Office Manager for Dr. [redacted]
I first met [redacted] when she was in the dental operatory with Dr. [redacted] and [redacted], RDA. At that time Dr. [redacted] and [redacted] had completed [redacted]'s consult. I am also a treatment coordinator here at Avalon Dental. [redacted] had been present with four options as per Dr. [redacted] and [redacted] (do nothing, traditional orthodontic braces, 18 month [redacted] treatment plan, or DNA (Day Night Appliance with is also an Orthodontic appliance.) We spoke briefly in the operatory about the cost of [redacted] and DNA. [redacted] had requested an estimate for [redacted]. I presented to [redacted] the treatment plan Dr. [redacted] had prescribed. During the presentation [redacted] was pleasant and asked the common questions about insurance and financial options here at Avalon Dental. I briefly went over her questions as she had already informed [redacted] that she was shopping around. [redacted] left my consult room and was leaving the practice when I asked [redacted] if [redacted] had finished with the billing process at the front. [redacted] alerted me that she had not and I went to let her know that we had not finished. I waved and alerted her before she left, I did not at any time yell at [redacted] as she has stated in her complaint. [redacted] did come back to the front desk and we started to completed the billing process. [redacted] stated she was confused that she was being billed for a consult fee. I asked her if she had not been alerted of the consult fee. [redacted] said she had not been alerted that there would be a fee associated with the consult. I then excused myself for a moment to speak with [redacted], our front end staff member who had spoken with [redacted], confirming her appointment and alerting her of the fee associated with the consult, if she was not coming for treatment, or an existing patient. [redacted] told me that she indeed did inform [redacted] that there was a fee associated to the consult. [redacted] came up front with me and spoke to [redacted] reminding her that she had informed her of the fee associated with a consult, under these circumstances. I stated our policy her at Avalon Dental that if you are seeking an estimate only, and you do not intend to come to our practice for a treatment, or you are not a current active patient, then there is a fee associated to the hour long appointment we provide to a person seeking an estimate only. We will reimburse the cost of the consult if the person becomes a new patient, or commits to the treatment plan presented. At the beginning of the appointment here at Avalon Dental [redacted] did sign our financial agreement that states the following;
AVALON DENTAL
Financial Agreement
YOUR DENTAL INSURANCE IS YOUR RESPONSIBILITY, BUT WE WILL DO OUR BEST TO HELP.
You, the patient, are responsible for the total treatment fee.
As a courtesy to you, we do accept assignment of benefits from most insurance companies. This will reduce your immediate out of pocket expenditures. We allow 30 days for your insurance company to make payment to us. After this time, all inquiries and follow-up on payments due, become your responsibility.
I have read and agree to the above information.
**As per the information act we cannot provide the signed documents unless [redacted] requests the release of all signed forms, documents, charting, or chart notes. **
I have already submitted the claim for the consult electronically to her primary insurance she had provided to [redacted] at the start of her appointment. I attempted to get a signature for [redacted]'s second insurance when she stated that she would not sign it. [redacted] was upset that we were processing her claim and stated that the consult should be no charge; I reiterated that there is a fee for service as per our policy for a patient requesting an estimate for services we provide. At no time did I become verbally aggressive, no did I, at any time, make rude and insulting comments. I was seated behind the front desk and calmly stated our policy and [redacted] was not happy about it. [redacted] stated "I can't deal with this I have to leave" and stated she would come back later that day to continue the discussion. I understood and stated that would be fine. We had a patient at the front who was completing his claim billing as well so I felt it was prudent that [redacted] come back to discuss her concerns.
[redacted] never returned on that day. If we do receive funding from [redacted]'s primary insurance provided we will return the payment as per Dr. [redacted]. As of July 15th, 2015 [redacted] will have an outstanding balance of $124.80. We will be sending her a statement as of today, July 27th, 2015. As per our financial agreement with [redacted] we will be expecting payment in full. If we do not receive payment by August 15th 2015 we will be sending her financial file to our collections department as per our policy here at Avalon Dental.
[redacted] Front End Support and RDA for Dr. [redacted]
On June 3rd 2015 [redacted] called our dental practice requesting an [redacted] consult. Since [redacted] was neither a current patient nor intended to become a patient of ours I alerted her that there was a fee associated with the consult. Initially [redacted] was booked with our associate Dr. [redacted] Lafleur. On June 22nd 2015 [redacted] was rebooked with Dr. [redacted] who is also an [redacted] provider, Dr [redacted] Lafleur was no longer available here at Avalon Dental since he has moved to a practice outside of Edmonton. [redacted] was confirmed on July 13th 2015. My Office Manager [redacted] came to talk to me about whether [redacted] had been told about that there would be a fee associated to a consult for a patient that was just seeking an estimate. I then came up front to talk to [redacted] and attempted to inform her that we had spoken about the fee for service. [redacted] denied that we had spoken about it. At no time did I see or hear my Office Manager [redacted] become verbally aggressive or making rude and insulting comments. My Office Manager did state our policy to [redacted] and she was not happy about it and wanted to leave because she could not talk any further about our policy and stated she would come back later that day to discuss the matter. My Office Manager agreed and [redacted] left.
[redacted] Front End Support and Dental Nurse
I first met [redacted] when she came in to our practice on her July 15th, 2015 [redacted] consult. I took all her personal, medical, and insurance information. [redacted] was very pleasant; [redacted] never asked any questions at that time. When [redacted] was leaving our practice my Office Manager [redacted] asked if [redacted]'s billing was complete, I said it had not been completed, I was on the phone with a patient. I observed [redacted] call [redacted] at the front door of our practice I did not hear him yelling. I did not see the patient leave the office. I observed [redacted] and [redacted] discussing our policy with [redacted]. Both [redacted] and [redacted] were seated (there was no aggressive behavior). [redacted] and [redacted] were calmly discussing our policy for billing a consult. I did observe [redacted] commenting "I can't deal with this I have to leave". I never observed [redacted] or [redacted] speaking rudely or insulting [redacted].
If you have any further questions to our response to this complaint please feel free to contact me direct.
Sincerely,
[redacted] DDS
[redacted] Office Manager for Dr. [redacted] RDA
[redacted] RDA
[redacted] Dental Nurse
gph/GS