Classical Five-Element Acupuncture, LLC

Dear Revdex.com,This is in response to Mrs [redacted] rejection of my response to her complaint regarding my Traditional Diagnosis/Initial Evaluation and ExamI believe that I provided enough documentation that Mrs [redacted] did in fact receive hours of my time and that I explicitly informed her that I never perform acupuncture at the initial intakeThere just isn't enough time after obtaining the medical history and personal history of the patientEspecially in Mrs***'s caseShe has a very large family of originThe general details of the family of origin are pertinent to accurately treat every patient.Mrs [redacted] states in her rejection that "the provider knew I was uncomfortable with the strange questioning, she continued, ignoring my feelings." How would I know that she was uncomfortable with being questioned about her family? Just the very nature of her stating after the fact that she was uncomfortable yet didn't do anything about her discomfort, or tell me that she was uncomfortable is indicative of the problemFurthermore, why was Mrs [redacted] uncomfortable about reporting on her family? I've treated 10's of thousands of patients over the years and not one has ever hesitated to discuss their family with meIt's what all Classical Five-Element Acupuncturists do in their Initial IntakeWe discuss family history and personal history.Mrs [redacted] stated that she felt like she was "strung along, in hopes of getting acupuncture." Again, in Classical Five-Element Acupuncture, we never treat a patient at their first appointmentIt is an Initial Evaluation and ExamIt is not a treatmentI can't treat anyone until and unless I obtain their complete history.Mrs [redacted] also states that I crossed out diagnosis in my documents sentI am held to HIPAA regulations that state that I am not allowed to disclose anything medical about a patient to anyoneNote that I also crossed out other patients' and prospective patients' names on the various documents that I sent.I only became aware of Mrs***'s dissatisfaction the day after she spent hours at her appointment with meAgain, because she didn't like the service that she knowingly paid for, after she spent hours with me, isn't reason for her to be refunded her moneyI did offer to pay her $as a gesture of good will during our phone conversation the day after her appointmentShe angrily rejected that saying that she would collect the full refund from her credit card companyEvidently the Credit Card company also didn't find her claim validAt this point, not only have I spent hours of my time at the Initial Intake with the patient, but I have now spent several additional hours of phone calls, assembling and faxing documents and writing letters to discuss further Mrs***'s disgruntled conditionMy preference would be to actually treat Mrs [redacted] with acupuncture as I feel that acupuncture would help over time, ease her distressI can only hope that she's getting some help from perhaps another acupuncturist in Rochester and if she's not getting help now that she do so in the not too distant futureThis is my wish for her.Thank you for your time in helping to resolve this unfortunate situation.Sincerely,Diane [redacted] ***

The patient filing a complaint tried to recover her money through the credit card companyThey did not rule in her favor.This patient knew that the first appointment was a 2-hour intake or Comprehensive Evaluation and ExamI never give acupuncture treatment at the first visitAll patients know
this from our first phone encounter and also from my websiteI always take a personal history, a family medical history, a personal medical history and also complete a surface physical exam at the EvaluationThis is why I take hours for the initial intakeThe patient knew thisShe stayed for the full hours, paid me and then the next day emailed me saying she didn't like the time she spent with me.I am forwarding several pages documenting the hour time period and all other interactions I had with this patientShe got exactly what she paid forI have spent another hours since my Initial Intake dealing with her complaints afterwardsDo I get to bill her for my time with that? Of course not! This is a disgruntled person looking for something that she needs to fix for herself, i.e., basic happiness.Please let me know if there is anything else you need from me to resolve this patient's complaint.Sincerely yours,DianePS Please note that the Document List page was an ato a letter that I wrote to the Merchant Card Service Company (credit card company) to respond to her complaintI am only sending that page to you and not the whole letter to themSo you will see what looks like an "incomplete" pageIt's notI just wanted to give a list of what the documents are

Dear Revdex.com,This is in response to Mrs. [redacted] rejection of my response to her complaint regarding my Traditional Diagnosis/Initial Evaluation and Exam. I believe that I provided enough documentation that Mrs. [redacted] did in fact receive 2 hours of my time and that I explicitly informed her that I never perform acupuncture at the initial intake. There just isn't enough time after obtaining the medical history and personal history of the patient. Especially in Mrs. [redacted]'s case. She has a very large family of origin. The general details of the family of origin are pertinent to accurately treat every patient.Mrs. [redacted] states in her rejection that "the provider knew I was uncomfortable with the strange questioning, she continued, ignoring my feelings." How would I know that she was uncomfortable with being questioned about her family? Just the very nature of her stating after the fact that she was uncomfortable yet didn't do anything about her discomfort, or tell me that she was uncomfortable is indicative of the problem. Furthermore, why was Mrs. [redacted] uncomfortable about reporting on her family? I've treated 10's of thousands of patients over the years and not one has ever hesitated to discuss their family with me. It's what all Classical Five-Element Acupuncturists do in their Initial Intake. We discuss family history and personal history.Mrs. [redacted] stated that she felt like she was "strung along, in hopes of getting acupuncture." Again, in Classical Five-Element Acupuncture, we never treat a patient at their first appointment. It is an Initial Evaluation and Exam. It is not a treatment. I can't treat anyone until and unless I obtain their complete history.Mrs. [redacted] also states that I crossed out diagnosis in my documents sent. I am held to HIPAA regulations that state that I am not allowed to disclose anything medical about a patient to anyone. Note that I also crossed out other patients' and prospective patients' names on the various documents that I sent.I only became aware of Mrs. [redacted]'s dissatisfaction the day after she spent 2 hours at her appointment with me. Again, because she didn't like the service that she knowingly paid for, after she spent 2 hours with me, isn't reason for her to be refunded her money. I did offer to pay her $50.00 as a gesture of good will during our phone conversation the day after her appointment. She angrily rejected that saying that she would collect the full refund from her credit card company. Evidently the Credit Card company also didn't find her claim valid. At this point, not only have I spent 2 hours of my time at the Initial Intake with the patient, but I have now spent several additional hours of phone calls, assembling and faxing documents and writing letters to discuss further Mrs. [redacted]'s disgruntled condition. My preference would be to actually treat Mrs. [redacted] with acupuncture as I feel that acupuncture would help over time, ease her distress. I can only hope that she's getting some help from perhaps another acupuncturist in Rochester and if she's not getting help now that she do so in the not too distant future. This is my wish for her.Thank you for your time in helping to resolve this unfortunate situation.Sincerely,Diane [redacted].

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is in response to the provider's comments.  First, The provider states that she spent 2 hours with me, while the receipt itself that she provided shows me being checked out at 11:30AM  (The appt. was supposed to begin at 10AM).Second, The provider states that she did not know that I was uncomfortable. She did in fact acknowledge that she sensed I was uncomfortable a couple of times.Third, the provider stated that acupuncture would be performed if time allowed.Fourth, the provider wrote a false diagnosis of "Shoulder Pain" on my record (for insurance reasons...), which made me feel even more uncomfortable concerning her business ethics and professionalism.
Given the above, I would not feel comfortable with this provider giving me acupuncture or any kind of treatment.
Regards,
[redacted]