Comprehensive Primary Care and Associates

[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:
1) if you go back to my complain, I said that I waited 40mn on the day of my   Physical exam not the day of my blood result. 
2) the day that I called for my results the medical assisted told me that the portal wasn't working and that she couldn't give any inf a bout my results, fax them and that they were not obligated to provide them to me online.  The medical assistant Did not offer to fax me or mail me the results. Oh and who help me do the search of my results was my manager and the doctors mother and they hear me arguin with the assist and just in case u need a  witness. 3)  i'm fully I wear of my medical benefits that's why I'm complaining because it is not the first time that this doctors office does!  I'm aware Of coding and timing.  my job is billing how can I'm not! 
[redacted]

I am in receipt of your letter regarding [redacted], I want to address a few of her concerns on the letter.     1. She did not wait 40 min to see the provider it was 15 min before the provider came in the room.     2. When patient called from the lab results |...

spoke to the patient and told her that the patient             portal was down since we were transitioning to a new EMR. I asked her if I can mail her results until we              resolve the issue.       3. [redacted] was billed appropriately, the provider discussed her blood results, assessment ands a          treatment plan. Patient left the office satisfied with the provider.The patient was very upset with me and demanded I write off the charge. We will not grant her wishes to write it off, it was her insurance that applied this visit to her deductible. Providing quality health care is our number one priority and we did this with **. [redacted], we cannot control what her insurance made her responsible for.Regards,[redacted] Practice Administrator

Good Morning,Thank you for this information.I will be glad to correct this issue personally. We take situations like this as an opportunity to adjust our office work flow and policies. I do need the patients information (name, DOB, insurance information, etc.) to make the...

necessary changes. I apologize for any inconvenience this has caused as great patient care as well as customer service is what this practice strives for! Please reach out to me via email, [redacted] or by phone either ###-###-#### or ###-###-#### and ask to speak to me.Thank you kindly,Jackie J[redacted]Program CoordinatorComprehensive Primary Care[redacted]Rockville, MD 20850###-###-#### (O)###-###-#### (F)

Review: I was seen by Dr. [redacted] back in March 2013.2 weeks after the visit I received a bill.The first time I attempted to pay the bill over the phone was the last week in March. I gave my credit card over the phone and I was told they will take care of it. The charge never occured.I called every week and almost every day from March until September, and I kept giving the office my credit card in hopes they would finally charge it.This awful process continued until September 6,2013.I am afraid this bill will be placed in collections, regardless of the fact I've been attempting to pay it daily, and it will affect my credit.The billing personal I was told to ask for is [redacted].Every time I spoke with her from March-September she always had a different excuse as to why the credit card wasn't charged. End of July she began telling me Dr. [redacted] has the credit card machine at her house so she couldn't do anything about it.August the office kept telling me [redacted] was with a patient all the time purposely so she wouldn't have to speak with me.I was on hold for at least 10 minutes each time.I'd be happy to provide ALL call records from March-September.Finally at the end of August [redacted] asked me yet again, for the amount, I wasn't quite sure so I gave her my account #, my name, and phone number.The bill was $105.25 and a charge of $150.32 appeared on my card of September 6th.[redacted] stated that is the amount I told her.How could an accounting person not look at a patient's account to verify an amount before charging a credit card I do not understand.Needless to say, I have been trying to obtain a refund of $45.07 for the past 2 weeks now.I was able to get [redacted] on the phone once since, where she had a awful attitude and hung up on me.Since she has always been busy, and has never picked up the phone when I have called the office.I tried to speak with the office manager, she did absolutely nothing, and she just transferred me to [redacted].I do not know what else I can/should do at this point besides call.Desired Settlement: I would greatly appreciate the refund of $45.07 on my credit card sometime this month. That would be fantastic. I would also like some form of documentation proving my bill was never sent to collections, considering I have been trying to pay it since March continuously. Again, I will be glad to provide phone records that will display my persistence in trying to get my bill paid, and the length of time I was placed on hold because [redacted] never wanted to speak with me.Thank you so much.