Capital Dermatology, LTD

Hi *** ***,Thank you for the letter from the patientI do apologize for any miscommunication between the patient and Capital DermatologyAlthough I cannot comment directly on what happened between the patient and the staff, I can advise you and the patient that I have discussed these concerns extensively with the staff to avoid any future miscommunicationsI have also addressed the concerns about the attitude that was provided to the patientWe here at Capital Dermatology always strive to care for the patient and treat them with respect and professionalism.I do understand his concerns and have reviewed all of them with the staff to better ourselves in handling patient care.As already mentioned in the previous letter, we have already waived the fees.Please do not hesitate to contact me if you have any questions.Thank you!
Stephanie LOffice Manager

July 21, *** ***,Thank you for the letter regarding *** ***.*** *** did have an appointment scheduled for 7-11-at 10:45am*** *** missed his appointment at 10:45am, we called *** *** as a courtesy to remind him of his appointment and advised him that he
could come into the office to be seen before 1:45pm, because we were closing at 2pm*** *** never showed up for his appointment that day.We emailed *** *** on 7-9-at 7:57am to: *** reminding him of his appointment, which also states the office no show policy and that a fee of $may incur if an appointment is missedWhen *** *** was seen on 2/11/2014, he signed a no show agreement, that stated if he missed an appointment or cancels within hours a no show fee of $will be chargeI have attached that agreement for your record.Our no show policy changed on July 1st 2014, the fee increased to $50, as stated in the email that was sent to the patient, I have also included a copy of the emailWe had previously wrote off the remaining $balance of the no show fee for any confusion or misunderstanding.If you have any questions, please let me know.Thank you!Stephanie LOffice Manager

February 24, 2014
**. [redacted],
Thank you for your letter concerning the patient listed above. We do apologize to **. [redacted] for any confusion regarding the accounting. In February 2013 we did make a billing change from our previous company to our current company...

[redacted]. We enlisted in [redacted] to review in detail all accounting before mailing patient statements to assure accuracy, which caused a delay of statements being sent out. We do have the first statement that processed on 7-3“ 2013. The second one sent on 9-18-2013, the third on 10-15-2013, and then the courtesy email that was sent by [redacted] on 11-29-2013 to help solve the account before sending to collections. We apologize if your address was entered incorrectly, but we did not process your paperwork online; only the patient can do that via the portal. I have attached documents that you filled out the paperwork online, so we do not have to type the information into to your chart, it automatically imports the data. I have attached also a copy of the demographic form that we can print from your account, to review with you during the check in process to verify all information that was sent to was correct, you initialed the bottom of the page verifying that all information was correct.
The patient did contact [redacted] on 11-19-2013, to help resolve the account. [redacted] mailed the patient copies of her EOBS and accounting summary. I have also included a full financial summary to help clarify any questions you may have, I am also available to review this information via phone (if you prefer).
I do apologize for any confusion regarding the account, or the staff at Capital Dermatology. Our goal here is to help patients and minimize confusion and I have already addressed the staff to prevent concerns like this for the future, I have attached a financial statements that indicates that the balance is paid in full.
If you have any further questions, please feel free to contact me at ###-###-####.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
I called their office at 9am and informed that I was cancelling my appointment that I thought was on Saturday , July 12,2014. The receptionist informed that my appointment was scheduled for 10:45am that day. I asked her if I could reschedule and she warned against it. She told me that I would better off just coming in later and asked if I could be in the office by 2pm. I replied yes.
Around 1pm another receptionist called me and told me that the previous receptionist was wrong for scheduling the appointment at 2pm. The receptionist then informed me that I needed to be in the office by 1:30pm becauuse the doctor was leaving at 1:45pm. I told her that I work in DC and could not make at that time. I also told her that the receptionist earlier that I spoke too, told that 2pm was fine.
She then became angry and went on a rant about how the doctor is leaving and how do I expect to be seen at 2pm if the doctor is leaving. She also began denying the fact the she told me that receptionist from earlier had made a mistake and that I should be grateful that she change my appointment time in the first place. I informed her that it was not fault that my appointment got rescheduked for a time that was not available. The receptionist then began to repeatedly call me a "liar" and tell me that she did not care if couldn't make it in by 1:30pm. I asked her if I could come in at 1:45pm and she got real upset and yelled " if you can't make it in at 1:30, what makes you think your gonna be here at 1:45." She sounded really disgusted. I informed the receptionist that my ride is on it's way and I would be in before 2pm.
I really found the practices of the office rude and unprofffesional. I would really appreciate an apology and waiver on any fees.
 
 Regards,[redacted]

Review: I had several appointments with Capital Dermatology from May-November 2013. In November 2013 an email was sent to me to call their office immediately which I did. When I contacted their office, I was transferred to their office manager. I was told that I had an outstanding balance and advised that I was unaware of the outstanding balance from May 2013. When I asked why I was not made aware of the outstanding balance during my subsequent visits to the office in June, July and October. I was told that the billing company that they were using was not keeping the outstanding charges up-to-date and that a new company had since replaced them. I then asked why was I not sent a statement. The office manager stated that she would verify my address, which was incorrect. I then stated that the address that I filled out on the initial form had the correct address and that their office must have mistyped it. I also stated that they had my e-mail address so why did they not email me prior to November 2013 re: the outstanding charges. At this point the office manager threatened to turn the account over to a collections agency. When I stated that it was not my fault that they are experiencing billing issues, she started yelling at me. I then requested that transactions be sent to be me from May-November, which included what the insurance company paid and what I paid. I received the statements within two days. I reviewed the payments which I had made and found there were several payments that were not included. I then sent proof of those payments from my bank statement back to the office manager and requested an updated invoice.I then received an updated invoice that showed my missing payments, but the balance was still the same due to some difference in what the health insurance company paid, which I found questionable. I then paid the balance of the outstanding invoice in December 2013 but have not received an updated statement. Their customer service as well as billing practices are terribleDesired Settlement: an apology and a statement indicating that there is no balance due on my account.

Business

Response:

February 24, 2014

**. [redacted],

Thank you for your letter concerning the patient listed above. We do apologize to **. [redacted] for any confusion regarding the accounting. In February 2013 we did make a billing change from our previous company to our current company [redacted]. We enlisted in [redacted] to review in detail all accounting before mailing patient statements to assure accuracy, which caused a delay of statements being sent out. We do have the first statement that processed on 7-3“ 2013. The second one sent on 9-18-2013, the third on 10-15-2013, and then the courtesy email that was sent by [redacted] on 11-29-2013 to help solve the account before sending to collections. We apologize if your address was entered incorrectly, but we did not process your paperwork online; only the patient can do that via the portal. I have attached documents that you filled out the paperwork online, so we do not have to type the information into to your chart, it automatically imports the data. I have attached also a copy of the demographic form that we can print from your account, to review with you during the check in process to verify all information that was sent to was correct, you initialed the bottom of the page verifying that all information was correct.

The patient did contact [redacted] on 11-19-2013, to help resolve the account. [redacted] mailed the patient copies of her EOBS and accounting summary. I have also included a full financial summary to help clarify any questions you may have, I am also available to review this information via phone (if you prefer).

I do apologize for any confusion regarding the account, or the staff at Capital Dermatology. Our goal here is to help patients and minimize confusion and I have already addressed the staff to prevent concerns like this for the future, I have attached a financial statements that indicates that the balance is paid in full.

If you have any further questions, please feel free to contact me at ###-###-####.

Review: I have been overcharged repeatedly. I was not informed in advance that in addition to $35 copayment, I will be charged $150 for every visit I had with **. [redacted]. In addition to my health insurance company, I have paid over $500 for three visits to **. [redacted] - my skin disease was not cured despite all the payments and I had to visit a different doctor.

Capital Dermatology just sends me bills again and again, despite the fact that I have paid it over $500 (in addition to my health insurance coverage provided by [redacted] company), and has recently asked for $75 more. It says the $75 is a kind of return fee.Desired Settlement: I want Capital Dermatology to;

A: stop sending me bills

B: readjust its bills which I have already paid and refund the extra charges it has forced me to pay

Business

Response:

See attachment or check attachment tab.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Jul 30, 2013 at 1:05 PM

complaint #[redacted].

Dear Sir/Madam:

This case has been settled and I paid the company all their dues.

Thank you for your collaboration in due course.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Best regards,

Review: I called to reschedule my appointment and the receptionist told me to arrive no later than 2:00pm. I received a call from their office at 1:21pm and the receptionist told me that I needed to be at the office before 1:30pm. I told her that I was told be in the office before 2:00pm and she had a serious attitude. She then gave me more attitude and said "no one here would have to you that" repeatedly and would not let me speak. I eventually had an opportunity to speak and she said " what? Do you think that you can come in here at 1:45 or 1:59?" This went on for a few minutes and asked id I could get another appointment or just pay the $30 appointment fee. She continued to talk about how no one told me 2:00, although when she called me back she said that she had seen the note about my appointment and was calling to notify me. Now they want me to pay $50 no show fee.Desired Settlement: I would like to be only charged my deductible fee and not a failure to show up doctor appointment fee.

Business

Response:

July 21, 2014[redacted],Thank you for the letter regarding [redacted].[redacted] did have an appointment scheduled for 7-11-2014 at 10:45am. [redacted] missed his appointment at 10:45am, we called [redacted] as a courtesy to remind him of his appointment and advised him that he could come into the office to be seen before 1:45pm, because we were closing at 2pm. [redacted] never showed up for his appointment that day.We emailed [redacted] on 7-9-2014 at 7:57am to: [redacted] reminding him of his appointment, which also states the office no show policy and that a fee of $50 may incur if an appointment is missed. When [redacted] was seen on 2/11/2014, he signed a no show agreement, that stated if he missed an appointment or cancels within 24 hours a no show fee of $30 will be charge. I have attached that agreement for your record.Our no show policy changed on July 1st 2014, the fee increased to $50, as stated in the email that was sent to the patient, I have also included a copy of the email. We had previously wrote off the remaining $20 balance of the no show fee for any confusion or misunderstanding.If you have any questions, please let me know.Thank you!Stephanie LOffice Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

I called their office at 9am and informed that I was cancelling my appointment that I thought was on Saturday , July 12,2014. The receptionist informed that my appointment was scheduled for 10:45am that day. I asked her if I could reschedule and she warned against it. She told me that I would better off just coming in later and asked if I could be in the office by 2pm. I replied yes.

Around 1pm another receptionist called me and told me that the previous receptionist was wrong for scheduling the appointment at 2pm. The receptionist then informed me that I needed to be in the office by 1:30pm becauuse the doctor was leaving at 1:45pm. I told her that I work in DC and could not make at that time. I also told her that the receptionist earlier that I spoke too, told that 2pm was fine.

She then became angry and went on a rant about how the doctor is leaving and how do I expect to be seen at 2pm if the doctor is leaving. She also began denying the fact the she told me that receptionist from earlier had made a mistake and that I should be grateful that she change my appointment time in the first place. I informed her that it was not fault that my appointment got rescheduked for a time that was not available. The receptionist then began to repeatedly call me a "liar" and tell me that she did not care if couldn't make it in by 1:30pm. I asked her if I could come in at 1:45pm and she got real upset and yelled " if you can't make it in at 1:30, what makes you think your gonna be here at 1:45." She sounded really disgusted. I informed the receptionist that my ride is on it's way and I would be in before 2pm.

I really found the practices of the office rude and unprofffesional. I would really appreciate an apology and waiver on any fees.

Regards,[redacted]

Business

Response:

Hi [redacted],Thank you for the letter from the patient. I do apologize for any miscommunication between the patient and Capital Dermatology. Although I cannot comment directly on what happened between the patient and the staff, I can advise you and the patient that I have discussed these concerns extensively with the staff to avoid any future miscommunications. I have also addressed the concerns about the attitude that was provided to the patient. We here at Capital Dermatology always strive to care for the patient and treat them with respect and professionalism.I do understand his concerns and have reviewed all of them with the staff to better ourselves in handling patient care.As already mentioned in the previous letter, we have already waived the fees.Please do not hesitate to contact me if you have any questions.Thank you!Stephanie LOffice Manager