Bunker Vein and Imaging Center

Thank you for the opportunity to respond to the allegations by Ms***This is a very unfortunate situation, and we are deeply disappointed that we were unable to satisfy the expectations of this customerOur primary focus has always been to exceed our patients' expectations and provide excellent healthcare in an open and inviting forum Unfortunately, it seems this situation is a clear case of miscommunicationOn 03/01/2014, our companies participated in the Austin Monthly's Annual 2nd Street Sound Check EventThis event was free to the public and included live music, a beer garden, and several other vendorsDuring the event, we had a split booth with information about our two companies, Bunker Skin and Bunker Vein & Imaging CenterAlthough separate companies, Bunker Skin and Bunker Vein & Imaging Center have a symbiotic relationship allowing us to offer medical solutions to vein related problems, as well as, medical grade skin care by a professional aesthetician As a promotional benefit to introduce Bunker Skin during this event, we prepared a drawing for a free skin care treatment with a $non-cash valueAttendees interested in winning a free facial wrote their name, phone number, and email address on a small business sized card and dropped it into a bowl that was placed on top of the booth Bunker Vein & Imaging Center is a small medical practice and, as a result, is limited on what "free services" can be offeredHalf of our contracted booth at the event was dedicated to displaying educational materials regarding venous disease and the treatment proceduresOne pamphlet in particular stated that participants of the 2nd street Sound Check event were invited to our office for a "Free Leg Screening" and contained information regarding the company's phone number, address, and websiteNone of our marketing materials utilize the verbiage "free ultrasound." Our marketing staff adhere to a script that is used during all events in which we participate, to ensure a consistent message is given to persons interested in exploring their risk for venous insufficiency or venous refluxThis script is as follows: "Varicose veins and spider veins can be a sign or symptom of an underlying problem/conditionThis condition is known as venous insufficiency or venous reflux and because it is considered a medical condition, it can be covered by most insurance companiesIf you think you might be at risk, you may schedule for a "free leg screening" at one of our two convenient locations." If the customer requires more information, our staff will continue: "During a free leg screening you will come into the office and meet with one of our medical assistants to discuss your medical history and your concerns about your veinsIf at the end of this screening you and the medical assistant come to the conclusion you might be at risk for venous disease, then our staff will assist you in verifying your benefits with your insurance provider and estimating your out-of-pocket costs to move forward with a diagnostic ultrasound and a consultation with Dr [redacted] The ultrasound will help to "see inside the vein", measuring vein diameters and reflux within the vein, so that Dr [redacted] can determine a diagnosis and individualized treatment planDr [redacted] has a variety of treatment options and during his consultation he will go over with you what the best option is for your specific condition." If further information regarding vein procedures is requested, the following information is provided: "The procedure is minimally invasive, with an average of one to two days recovery timeDr [redacted] uses a catheter with either RadioFrequency (RF) or Laser Technology to heat the vein from the inside, causing it to collapse on itselfOnce the diseased vein is closed, blood is then rerouted to healthier veins and the body absorbs the material from the collapsed vein." Any other questions are deflected with: "I'm sorry I do not know the answer to that question, but you can call our office to schedule an appointment where you can receive more detailed information." The sponsors of 2nd Street Sound Check advertise that typically 10,people attend their event each yearWith the sheer volume of visitors, coupled with other surrounding vendor tables, a beer garden, and bands playing live music, it would be an understatement to say this was a very busy and chaotic eventIt is understandable that one would be very easily overwhelmed and unable to discern all the different vender offersFactoring in all the outside variables, we can only deduce that the drawing for the "Free Facial" and the offer for the "Free Leg Screening" were misinterpreted and led to the initial confusion as to what was being offered Three names were drawn for the free skin care treatmentAll winners were contacted by phone on 03/23/2014, informed they had won the skin treatment and offered a scheduled appointment for their visitIf the winning customer did not answer the phone, a message was relayed, using the following script: "Good Morning/AfternoonMy name is [redacted] and I am with Bunker Vein & Imaging CenterYou stopped by our both on Saturday March 1, during the 211(Street Sound Check event and entered to win a free facialI wanted to let you know that you have won a free facial and we would be happy to schedule an appointment for youPlease call us back at [redacted] Thank you and have a nice day." When patients call our office for the first time, our staff utilizes the following script, or as much as the caller needs: "Good morning / afternoon, Dr [redacted] Office, this is_____ , how can I help you? (Caller: I heard about you / would like an appointment / wanted some information...) Great! You've called the right place! We specialize in the diagnosis and treatment of venous insufficiency and venous reflux, which is the underlying medical problem for pain & swelling in the legs, spider veins and varicose veinsQUESTIONS TO ASK — (NOT NECESSARILY IN THIS ORDER)How did you hear about us? Are you an insurance patient or cash patient? Who is your insurance with? If you would like, I can go ahead & take your insurance info and check your benefits to find out what your out of pocket costs would be for services in our officeWe will need: policy number/group number, date of birth, address the insurance company has on file for you, call back phone number, e-mail address, and how you heard about usWere you interested in visiting our Westlake office or Round Rock?" As mentioned previously, as a medical practice we are limited on what "free services" can be offeredBunker Vein & Imaging Center cannot and does not offer "free ultrasounds" because this would subject Dr [redacted] to inducement and jeopardize his contracts with insurance companiesUnlike most offices in our specialty field, we choose to work with the insurance companies because we want to help people with their medical condition without causing fmancial hardship on our patientsAs shown, we have a script that is used during all interactions to ensure the same message is consistently being given throughout any and all encountersWe are not in the practice of misleading our patientsWe are up front with all information regarding our process and procedures, and are happy to supply all information requested as long as it allows us to maintain HIPAA complianceAs seen in the messaging of our scripts there is never a mention of a "free ultrasound." This verbiage is not a part of the dialog used in our office or events that represent our officeWe do not, and would not use this phrase The aforementioned customer was one of the winners of the free facial from the 2nStreet Check EventThis customer also showed interest in learning about the risks of venous insufficiency, and was scheduled for a "Free Leg Screening" after the appointment with our Medical AestheticianWe maintain detailed notes on every phone callBased on our script and these notes we can deduce that a "Free Ultrasound" was never mentionedIf the customer had asked about a "Free Ultrasound", they would have been informed that the ultrasound is part of the next step, which is diagnosis and treatment options, and that we would be delighted to assist them in verifying their insurance benefits to determine what their out-of-pocket costs would be for these services This customer received a free facial, which is a $non-cash value; decided they wanted to provide with a "Free Leg Screening" with one of our paid medical assistantsBased on paid staff time and overhead costs, each "Free Leg Screening" costs the office approximately $During the visit to our office the customer received all the services we advertised for free, at a non-cash value of $The customer left during the "Free Leg Screening" once informed that we do not offer "free ultrasounds," although a benefits review was offeredAfter receiving this information the customer became irate and left the officeOur lead medical assistant reached out to the customer to attempt to resolve any confusion, but was met with anger and accusations We apologize for any misunderstandings or miscommunications this customer experiencedIt is our desire to ensure that all customers and patients enjoy a positive experience in our office, whether they are visiting for skin care services or medical servicesWe value our patient's time, and are open six days a week in order to accommodate our patient's schedules to the best of our abilities We would be happy to offer this customer an appointment with our office to complete the free leg screening, verify insurance benefit structure, and provide information regarding out-of-pocket costs for services in our officeUnfortunately, we would be in violation of our contracts with insurance providers and Medicare if we were to offer to this one patient free medical services that anyone else would be required to pay for We have discussed this situation with our marketing staff, and will be implementing a FAQ section on our website to more specifically address what information will be provided for a free leg screening, although this is our first such instance of confusionIt is our intent to continue to improve our public education campaign for venous insufficiency and venous reflux in order to provide the greatest relief to the greatest number of people affected by this conditionOur primary focus has always been to exceed our patients' expectations and provide excellent healthcare Thank you again for the opportunity to resolve this situation with this customerWe do hope that the customer will take the time to visit our office and learn the valuable services we offer to our patients

Thank you for the opportunity to respond to the allegations by Ms. [redacted]. This is a very unfortunate situation, and we are deeply disappointed that we were unable to satisfy the expectations of this customer. Our...

primary focus has always been to exceed our patients' expectations and provide excellent healthcare in an open and inviting forum.
Unfortunately, it seems this situation is a clear case of miscommunication. On 03/01/2014, our companies participated in the Austin Monthly's Annual 2nd Street Sound Check Event. This event was free to the public and included live music, a beer garden, and several other vendors. During the event, we had a split booth with information about our two companies, Bunker Skin and Bunker Vein & Imaging Center. Although separate companies, Bunker Skin and Bunker Vein & Imaging Center have a symbiotic relationship allowing us to offer medical solutions to vein related problems, as well as, medical grade skin care by a professional aesthetician.
As a promotional benefit to introduce Bunker Skin during this event, we prepared a drawing for a free skin care treatment with a $120 non-cash value. Attendees interested in winning a free facial wrote their name, phone number, and email address on a small business sized card and dropped it into a bowl that was placed on top of the booth.
Bunker Vein & Imaging Center is a small medical practice and, as a result, is limited on what "free services" can be offered. Half of our contracted booth at the event was dedicated to displaying educational materials regarding venous disease and the treatment procedures. One pamphlet in particular stated that participants of the 2nd street Sound Check event were invited to our office for a "Free Leg Screening" and contained information regarding the company's phone number, address, and website. None of our marketing materials utilize the verbiage "free ultrasound."
Our marketing staff adhere to a script that is used during all events in which we participate, to ensure a consistent message is given to persons interested in exploring their risk for venous insufficiency or venous reflux. This script is as follows: "Varicose veins and spider veins can be a sign or symptom of an underlying problem/condition. This condition is known as venous insufficiency or venous reflux and because it is considered a medical condition, it can be covered by most insurance companies. If you think you might be at risk, you may schedule for a "free leg screening" at one of our two convenient locations."
If the customer requires more information, our staff will continue: "During a free leg screening you will come into the office and meet with one of our medical assistants to discuss your medical history and your concerns about your veins. If at the end of this screening you and the medical assistant come to the conclusion you might be at risk for venous disease, then our staff will assist you in verifying your benefits with your insurance provider and estimating your out-of-pocket costs to move forward with a diagnostic ultrasound and a consultation with Dr. [redacted]. The ultrasound will help to "see inside the vein", measuring vein diameters and reflux within the vein, so that Dr. [redacted] can determine a diagnosis and individualized treatment plan. Dr. [redacted] has a variety of treatment options and during his consultation he will go over with you what the best option is for your specific condition." If further information regarding vein procedures is requested, the following information is provided: "The procedure is minimally invasive, with an average of one to two days recovery time. Dr. [redacted] uses a catheter with either RadioFrequency (RF) or Laser Technology to heat the vein from the inside, causing it to collapse on itself. Once the diseased vein is closed, blood is then rerouted to healthier veins and the body absorbs the material from the collapsed vein." Any other questions are deflected with: "I'm sorry I do not know the answer to that question, but you can call our office to schedule an appointment where you can receive more detailed information."
The sponsors of 2nd Street Sound Check advertise that typically 10,000 people attend their event each year. With the sheer volume of visitors, coupled with other surrounding vendor tables, a beer garden, and bands playing live music, it would be an understatement to say this was a very busy and chaotic event. It is understandable that one would be very easily overwhelmed and unable to discern all the different vender offers. Factoring in all the outside variables, we can only deduce that the drawing for the "Free Facial" and the offer for the "Free Leg Screening" were misinterpreted and led to the initial confusion as to what was being offered.
Three names were drawn for the free skin care treatment. All winners were contacted by phone on 03/23/2014, informed they had won the skin treatment and offered a scheduled appointment for their visit. If the winning customer did not answer the phone, a message was relayed, using the following script: "Good Morning/Afternoon. My name is [redacted] and I am with Bunker Vein & Imaging Center. You stopped by our both on Saturday March 1, during the 211(1 Street Sound Check event and entered to win a free facial. I wanted to let you know that you have won a free facial and we would be happy to schedule an appointment for you. Please call us back at [redacted]. Thank you and have a nice day."
When patients call our office for the first time, our staff utilizes the following script, or as much as the caller
needs: "Good morning / afternoon, Dr. [redacted] Office, this is_____ , how can I help you? (Caller: I heard about you / would like an appointment / wanted some information...) Great! You've called the right place! We specialize in the diagnosis and treatment of venous insufficiency and venous reflux, which is the underlying medical problem for pain & swelling in the legs, spider veins and varicose veins. QUESTIONS TO ASK — (NOT NECESSARILY IN THIS ORDER). How did you hear about us? Are you an insurance patient or cash patient? Who is your insurance with? If you would like, I can go ahead & take your insurance info and check your benefits to find out what your out of pocket costs would be for services in our office. We will need: policy number/group number, date of birth, address the insurance company has on file for you, call back phone number, e-mail address, and how you heard about us. Were you interested in visiting our Westlake office or Round Rock?"
As mentioned previously, as a medical practice we are limited on what "free services" can be offered. Bunker Vein & Imaging Center cannot and does not offer "free ultrasounds" because this would subject Dr. [redacted] to inducement and jeopardize his contracts with insurance companies. Unlike most offices in our specialty field, we choose to work with the insurance companies because we want to help people with their medical condition without causing fmancial hardship on our patients. As shown, we have a script that is used during all interactions to ensure the same message is consistently being given throughout any and all encounters. We are not in the practice of misleading our patients. We are up front with all information regarding our process and procedures, and are happy to supply all information requested as long as it allows us to maintain HIPAA compliance. As seen in the messaging of our scripts there is never a mention of a "free ultrasound." This
verbiage is not a part of the dialog used in our office or events that represent our office. We do not, and would not use this phrase.
The aforementioned customer was one of the winners of the free facial from the 2n1 Street Check Event. This customer also showed interest in learning about the risks of venous insufficiency, and was scheduled for a "Free Leg Screening" after the appointment with our Medical Aesthetician. We maintain detailed notes on every phone call. Based on our script and these notes we can deduce that a "Free Ultrasound" was never mentioned. If the customer had asked about a "Free Ultrasound", they would have been informed that the ultrasound is part of the next step, which is diagnosis and treatment options, and that we would be delighted to assist them in verifying their insurance benefits to determine what their out-of-pocket costs would be for these services.
This customer received a free facial, which is a $120 non-cash value; decided they wanted to provide with a "Free Leg Screening" with one of our paid medical assistants. Based on paid staff time and overhead costs, each "Free Leg Screening" costs the office approximately $75. During the visit to our office the customer received all the services we advertised for free, at a non-cash value of $195. The customer left during the "Free Leg Screening" once informed that we do not offer "free ultrasounds," although a benefits review was offered. After receiving this information the customer became irate and left the office. Our lead medical assistant reached out to the customer to attempt to resolve any confusion, but was met with anger and accusations.
We apologize for any misunderstandings or miscommunications this customer experienced. It is our desire to ensure that all customers and patients enjoy a positive experience in our office, whether they are visiting for skin care services or medical services. We value our patient's time, and are open six days a week in order to accommodate our patient's schedules to the best of our abilities.
We would be happy to offer this customer an appointment with our office to complete the free leg screening, verify insurance benefit structure, and provide information regarding out-of-pocket costs for services in our office. Unfortunately, we would be in violation of our contracts with insurance providers and Medicare if we were to offer to this one patient free medical services that anyone else would be required to pay for.
We have discussed this situation with our marketing staff, and will be implementing a FAQ section on our website to more specifically address what information will be provided for a free leg screening, although this is our first such instance of confusion. It is our intent to continue to improve our public education campaign for venous insufficiency and venous reflux in order to provide the greatest relief to the greatest number of people affected by this condition. Our primary focus has always been to exceed our patients' expectations and provide excellent healthcare.
Thank you again for the opportunity to resolve this situation with this customer. We do hope that the customer will take the time to visit our office and learn the valuable services we offer to our patients.