3/4/2016Dear [redacted] ***,This will be my final response regarding this unfortunate matterI am very sorry that the Complainant "rejects" my response to her complaintHer interpretation of "unprofessional manner" and any "rudeness" is simply her interpretationIn my view, my tone was matter of factI simply told her that the patient's exam was not, as she stated, routineYou know the facts from my previous letter.In fact, the patient came into my office not knowing about recent changes in his insuranceNeither he nor the complainant had any understanding of the differentiation of medical versus routine examsThis basic lack of understanding led the events that followed.The patient told me the complainant was "irate" over our phone conversation.Indeed, I spoke to an irate individual who would not have been happy with any response I gave herI apologized to the patient when I spoke with him on the phoneSpecifically, I said, "I apologize for any affront that was perceived."My office is highly regarded for the quality of medical care provided and the professionalismThis complaint is an outlierFor those who may view the remarks, I hope the lesson taken is that many problems arise when they are not familiar with the details of their insurance plans.Thank you for your time and interest.Kind regards,Michele PMD
3/4/2016Dear [redacted] ***,This will be my final response regarding this unfortunate matterI am very sorry that the Complainant "rejects" my response to her complaintHer interpretation of "unprofessional manner" and any "rudeness" is simply her interpretationIn my view, my tone was matter of factI simply told her that the patient's exam was not, as she stated, routineYou know the facts from my previous letter.In fact, the patient came into my office not knowing about recent changes in his insuranceNeither he nor the complainant had any understanding of the differentiation of medical versus routine examsThis basic lack of understanding led the events that followed.The patient told me the complainant was "irate" over our phone conversation.Indeed, I spoke to an irate individual who would not have been happy with any response I gave herI apologized to the patient when I spoke with him on the phoneSpecifically, I said, "I apologize for any affront that was perceived."My office is highly regarded for the quality of medical care provided and the professionalismThis complaint is an outlierFor those who may view the remarks, I hope the lesson taken is that many problems arise when they are not familiar with the details of their insurance plans.Thank you for your time and interest.Kind regards,Michele PMD