Clinical Imaging

Complaint: ***
I am rejecting this response because: based on their diagnosis, both visits ended up with eye conjunctivitis, which could be the same or not, but for me in couple of days, if the situation is getting worse, the Doctor should be held responsible for the cure and diagnosis in just couple of daysWe are not talking here about weeks or months, this is in two days the eye just getting worse
Also, in their reply, they mentioned that they have got a copy of my insurance, so they did bill itThis is totally misleading and inaccurateThey have my vision insurance information, but they don't have a copy of my Aetna insurance (second medical insurance which the complaint about is about)During my visit, I discussed that with them in the office when they asked about it, and at the end, they mentioned that there is no need for the insurance, and this visit is just a follwith no charge, and hence I didn’t hand them my card nor signed anything
Beside the rudeness I've got from the business, where the representative didn't give me space to talk in last call, and told me that she would hang the phone on me, They can't bill me nor my insurance if they don't have a copy of my insurance, nor notifying me before the visit about the charge
Since the business didn't have my copy of the medical insurance card, they can't bill my insurance, nor me about any charge I didn't accept, nor sign for it before nor after the visitThis is illegal action from the business toward their customer and insurance companyThis is similar to charge a customer's credit card without having the credit card, but they've got the card number some how
Finally, I admit I was upset, when I see a health provider caring about money, not the patient; as when I called them after another couple of days from the second visit telling them that my son's eye is not getting any better, and after long discussion, they offered me to come back to the office for a third visit, and there would be another charge as wellAt this point I told them that I don't trust what they are doing, and I'm taking him to my primary doctor that I trust which he managed to get us a good/right prescription
Sincerely,*** ***

We received response from Mr*** regarding our response to his initialcomplaintWe maintain our original statements
We have a copy of Mr*** insurance card on file; therefore either he or afamily member gave us the card for our recordsIt is standard practice for us toask patients for this, and keep this on file
I can assure you we DO NOT misdiagnose patients purposelyWe have a teamof caring doctors who live in and contribute to our communityThey caredeeply about people and practice to the highest ethical standards
I am sorry that Mr*** feels the way he doesI am glad that he was able toseek care with another physician
Latreash D***
Practice Adiminstrator

We received the customer experience information regarding complaint ID*** given by *** ***
Mr*** brought his son to our office for a comprehensive visionexaminationThis was preformed and vision insurance billed (diagnosis:myopia and allergic conjunctivitis)A few days later our
office received a callregarding the son's eyes becoming increasingly red and uncomfortableAnappointment was scheduledThe patient was seen and medical insurance billed(diagnosis: acute follicular conjunctivitis).It is standard practice to bill vision insurance for routine comprehensive visionexams and medical insurance for medical appointmentsAll co-pays are billedas patient responsibility in compliance with the insurance carrierWe didreceive a copy of the insurance card and billed VSP for the comprehensive visionexam and Aetna for the medical appointmentEach appointment was for adifferent reason and the appropriate insurances were billed
Mr*** spoke with our Front Office/Billing Lead on March 5th, Sheexplained the separate visits and billing proceduresShe noted the following:Per Dr D***, we stand behind our diagnosis and our bill ing of separate visits.Dad, is really upset, still feels like we misdiagnosed and the visit should havebeen no charge follow-upPatient is still having issues with his eyes, and dad isgoing to take him to his primary care physicianI offered to send records anddad declinedOn March* *, Mr*** called the office againThefollowing note was created: Dad called and is still upset about the copayIexplained that we had this discussion last month regarding the copay for the visit.( below)
Dad was upset that I told him he owes the copay, and he said wecan send him to collections and called me the f word, and proceeded to hangup."There exists no mis-diagnosis as Mr*** claimsWe diagnosed and billedaccording to standard practicesWe have tried to explain this to Mr***,but regretfully, at this point feel it best for Mr*** to seek care withanother provider as he has stated he will do
Latreash D***
Practice Administrator
Snoqualmie valley Eyecare Associates