Darcy J. Hansen, MD

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The response is completely false The office manager never took into consideration even discussing the cancellation fee I in no way became nasty with the front desk receptionist or office manager I explained the situation to the receptionist who then explained to me she had no authority on billing, which I expected, and took my number for the office manager to return my call I received no call and phoned again I again calmly explained my situation to the receptionist who transferred me to Donna, the office manager I was never transferred for being nasty As I have informed the office manager multiple times, I received word of being dropped from my insurance the Saturday before my appointment, which I have documented At this time they were closed until Monday morning, when I phoned, as soon as the office opened I was never once informed of an office policy of a cancellation fee until that Monday morning and was never informed I could still be seen by the doctor As for the phone behavior, I never once raised my voice to the office manager As for saying the office is an internist and therefore does not require a recommendation from a doctor, that is a statement of fact and should have in no way been taken in offense That she hung up on me for saying this is extremely unprofessional and juvenile The office manager never told me she was terminating the call She yelled at me that I would have to pay and hung up the phone She did not respond when I tried to phone again And again, she threatened me twice with legal action if I chose to exercise my 1st amendment right and review her offices services I have documentation and proof of all of this in an email chain; she openly admits twice she hung up on me The issue isn't just the $50.00, it's that DrHansen is completely unaware her professional staff is driving away patients Below are reviews from online rating services that validate my story, even one where a patient had the same experience of being hung up on:Submitted on ***, 9/5/14:I have been a patient of DrHansen for decades (since 1994); she is very personable and thorough, and I've had no problems with herHer office manager, however, has proven to be another story...in July after my annual physical I was invited via email to access information using Patient Fusion; upon discovering there was/is an issue obtaining password to access information, I contacted the office manager (I don't recall being told her name) who responded with I perceived to be "attitude" that she hadn't gotten back to me after more than one week because "she's trying to find out what is the problem with Patient Fusion." I thanked her and told her I'd appreciate a call when she has information about how I can access the information Patient Fusion wants to share with me (there appear to be automatic messages sent every days or so until information is reviewed)I have not yet heard from office manager, and I've called and left messages for her three times since the initial conversationI have no idea if DrHansen is aware that her office is being represented in this way, but I am now reconsidering continuing my relationship with her office.Submitted on ***, 8/13/14:DrHansen's office is an absolute disappointment I made an appointment a week ago to be a new patient - this was for a physical/annual appointmentDrHansen was recommended by a friend and despite reviews and what my friend said about her front office/reception - from all accounts it sounds like DrHansen is a great doctor Unfortunately, her reception office is abominableIn trying to make my appointment, I was repeatedly told I would have to see the RNI love a good RN like the rest of us (in fact I have close family members who are RNs) but as a new patient, I want to meet and talk with Dr HansenThey finally agreed but it took two conversationsThe next day, they left a message cancelling my appointment saying that Dr Hansen will now be out of hte office on that dayI called back, was put on hold for minutes and finally rescheduledMinor inconvenience - up to this point, not a big deal but indicative of previous reviewsHowever, yesterday my fiance found a growth that is very concerningI called this morning to ask that they see him instead of meA reasonable request I think considering I was a new patient and would just reschedule for a later date I was first put on hold for minutes After waiting and be putting on hold twice, Marcia answered I explained the situation and Marcia cut me off mid-sentence and put me on hold againShe came back on and said absolutely not, it is office policy that a new patient must make an appointment a week outI explained that I was a new patient as well but wanted to give my appointment to him since we discovered an abnormally large growth and need a doctor to see it After she cut me off again, I asked to speak with the office manager to explain the situation again and to clarify the situation Donna, was abrasive and rude immediatlyShe took no time to listen and said exceptions cannot be made While I explained that this is a unique situation, that I am very much looking forward to being a new patient with DrHansen and that I understand the general policy, no doubt in a profession dedicated to providing healthcare to people - this would make sense and that indeed, she can choose to make an exception She cut me off repeatedly, was defensive and ultimately hung up on meDrHansen - I hope you read your [redacted] reviews and realize that your front office is doing a disservice not only to you but to your patientsIt is a total shame that your office is not caring for people in a spirit of best practices, empathy and frankly basic bedside manners and people skillsGood riddance.I will be contesting the $dollars until I can communicate with the doctor Regards, [redacted] ***

November 11, Dear Sir/Madarn:We have a policy in place and signed by this patient on June 16, 2013, acknowledging our hour cancellation policy which carries a fee if we can not fill that slotThe patient signed and therefore was aware of the policy.A courtesy waiver was done for her on October 9, 2014.Sincerely: Darcy JHansen, MD

[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: The response is completely false.  The office manager never took into consideration even discussing the cancellation fee.  I in no way became nasty with the front desk receptionist or office manager.  I explained the situation to the receptionist who then explained to me she had no authority on billing, which I expected, and took my number for the office manager to return my call.  I received no call and phoned again.  I again calmly explained my situation to the receptionist who transferred me to Donna, the office manager.  I was never transferred for being nasty.  As I have informed the office manager multiple times, I received word of being dropped from my insurance the Saturday before my appointment, which I have documented.  At this time they were closed until Monday morning, when I phoned, as soon as the office opened.  I was never once informed of an office policy of a cancellation fee until that Monday morning and was never informed I could still be seen by the doctor.  As for the phone behavior, I never once raised my voice to the office manager.  As for saying the office is an internist and therefore does not require a recommendation from a doctor, that is a statement of fact and should have in no way been taken in offense.  That she hung up on me for saying this is extremely unprofessional and juvenile.  The office manager never told me she was terminating the call.  She yelled at me that I would have to pay and hung up the phone.  She did not respond when I tried to phone again.   And again, she threatened me twice with legal action if I chose to exercise my 1st amendment right and review her offices services.  I have documentation and proof of all of this in an email chain; she openly admits twice she hung up on me.  The issue isn't just the $50.00, it's that Dr. Hansen is completely unaware her professional staff is driving away patients.  Below are reviews from online rating services that validate my story, even one where a patient had the same experience of being hung up on:Submitted on [redacted], 9/5/14:I have been a patient of Dr. Hansen for decades (since 1994); she is
very personable and thorough, and I've had no problems with her. Her
office manager, however, has proven to be another story...in July 2014
after my annual physical I was invited via email to access information
using Patient Fusion; upon discovering there was/is an issue obtaining
password to access information, I contacted the office manager (I don't
recall being told her name) who responded with I perceived to be
"attitude" that she hadn't gotten back to me after more than one week
because "she's trying to find out what is the problem with Patient
Fusion." I thanked her and told her I'd appreciate a call when she has
information about how I can access the information Patient Fusion wants
to share with me (there appear to be automatic messages sent every 10
days or so until information is reviewed). I have not yet heard from
office manager, and I've called and left messages for her three times
since the initial conversation. I have no idea if Dr. Hansen is aware
that her office is being represented in this way, but I am now
reconsidering continuing my relationship with her office.Submitted on [redacted], 8/13/14:Dr. Hansen's office is an absolute disappointment.  I made an
appointment a week ago to be a new patient - this was for a
physical/annual appointment. Dr. Hansen was recommended by a friend and
despite reviews and what my friend said about her front office/reception
- from all accounts it sounds like Dr. Hansen is a great doctor.
Unfortunately, her reception office is abominable. In trying to
make my appointment, I was repeatedly told I would have to see the RN. I
love a good RN like the rest of us (in fact I have close family members
who are RNs) but as a new patient, I want to meet and talk with Dr.
Hansen. They finally agreed but it took two conversations. The
next day, they left a message cancelling my appointment saying that Dr.
Hansen will now be out of hte office on that day. I called back, was put
on hold for 10 minutes and finally rescheduled. Minor inconvenience -
up to this point, not a big deal but indicative of previous reviews. However,
yesterday my fiance found a growth that is very concerning. I called
this morning to ask that they see him instead of me. A reasonable
request I think considering I was a new patient and would just
reschedule for a later date.  I was first put on hold for 15 minutes.
After waiting and be putting on hold twice, Marcia answered.  I
explained the situation and Marcia cut me off mid-sentence and put me on
hold again. She came back on and said absolutely not, it is office
policy that a new patient must make an appointment a week out. I
explained that I was a new patient as well but wanted to give my
appointment to him since we discovered an abnormally large growth and
need a doctor to see it.  After she cut me off again, I asked to speak
with the office manager to explain the situation again and to clarify
the situation.  Donna, was abrasive and rude immediatly. She took no
time to listen and said exceptions cannot be made.  While I explained
that this is a unique situation, that I am very much looking forward to
being a new patient with Dr. Hansen and that I understand the general
policy, no doubt in a profession dedicated to providing healthcare to
people - this would make sense and that indeed, she can choose to make
an exception.  She cut me off repeatedly, was defensive and ultimately
hung up on me. Dr. Hansen - I hope you read your [redacted] reviews
and realize that your front office is doing a disservice not only to you
but to your patients. It is a total shame that your office is not
caring for people in a spirit of best practices, empathy and frankly
basic bedside manners and people skills. Good riddance.I will be contesting the $50 dollars until I can communicate with the doctor.
Regards,
[redacted]

September 16, 2014
To Whom It May Concern:
This letter is in response to your correspondence of Friday, September 12, 2014, addressed to an unknown "[redacted]". There is no one in the practice with that name.
[redacted] was scheduled for an appointment to see the physician...

on July 28, 2014. She is fairly new to the practice and was reviously informed of the office policies regarding no shows and same day cancelations.[redacted] called the morning of the appointment to cancel and was informed of the same day cancelation fee, at which time she became very nasty with the front desk coordinator so the call was transferred to me.
I listened to her explanation and informed her, she could have kept the appointment, we work with “self pay" patients and gave her examples of what the physician does in these cases. She became increasingly agitated raising her voice at me telling me that our doctor wasn't important as a specialist and could let patients cancel or no show any time they wanted because "Internists are not Specialists and their time is not valuable". With the increase in her tone, I stated I did not have to listen to her untruths and was terminating the conversation. At NO TIME DID I YELL AT HER or cut her off. She kept interrupting me and my explanation.I was going to consider her request to adjust the “same day cancelation/no show fee" until she belittled a much respected physician.
It is not our staffs responsibility to know the ins and outs of all patients' insurance policies or when or why the patients' policies terminate.
This situation could have ended with a very satisfying outcome. I have over 30 years experience in the medical field and am a Certified Healthcare Auditor as well as a Certified Medical Coder. I have been cussed out, yelled at; you name it but I HAVE NEVER YELLED AT A PATIENT. My voice might become stern, because I will defend my employer with a passion.
This is a case of the patient being in the wrong and one who does not want to accept her obligation. We have a waiting list of patients who would have gladly stepped in at that appointment time IF WE WOULD HAVE HAD 24 notice. She knew that she was no longer covered under her parents' policy way ahead of the scheduled appointment. Why did she wait until the last minute to cancel??
She is more than welcome to find a new physician as we do not like disrespectful patients in our practice.Slander- yes she stated she was filing a complaint on [redacted] – slandering me as well as the practice. We/I did nothing wrong. She knows she was wrong in not canceling 24 hours in advance. She has an outstanding charge of $50 for this appointment
Sincerelydonna d
CHA, CMC Practice Administrator

November 11, 2014
Dear Sir/Madarn:We have a policy in place and signed by this patient on June 16, 2013, acknowledging our 24 hour cancellation policy which carries a fee if we can not fill that slot. The patient signed and therefore was aware of the policy.A courtesy waiver was done for her on October 9, 2014.Sincerely:
Darcy J. Hansen, MD

Review: A few months ago,when I turned 26, I was dropped by my health insurance. I was informed I would have coverage until I received a letter from my insurance company. After a trip to urgent care I discovered I had been dropped (but had received no letter). I had a doctor's appointment scheduled with Dr. Hansen's office that following Monday. As soon as the office opened I called to inform them of my situation and cancel the appointment; I did not want to pay out of pocket and wasn't even sure they took uninsured patients. The receptionist did not encourage me to come in and did not inform me they take patients without insurance. She said she would think about charging me for missing the appointment. After a couple weeks I received a bill for $50.00 (without any warning from the office). I phoned the office to discuss the charge and again explain why I had to cancel. The receptionist informed me the office manager would call me back. I never received a return call. After another couple of weeks I again received a bill. I called again, and this time left a message on the office managers phone, explaining my situation and asking if we could discuss the bill. The office manager returned my call and was completely inappropriate and unprofessional. She cut me off multiple times as I tried to explain my story. She informed me the doctor still would have seen me, I responded that the receptionist did not relate that information to me. I suggested that since Dr. Hansen is an internist, her services do not require a recommendation and could possibly have filled the slot with a call in or patient waiting for an opening . After I mentioned this the office manager got very upset and answered "it doesn't matter, you're going to pay" and then hung up on me. I tried to phone the office back twice, and they screened my call. I left a message stating the hang up was very unprofessional. I then emailed the office through there website explaining the way I had been treated on the phone and would be finding a new doctor. The office manager responded to my email accusing me of slander, and wrote that she hung up on me because I insulted her employer. We continued an email chain in which I expressed I would be finding another doctor, felt the conversation was very unprofessional, and would be describing my experience in my reviews of the practice. The office manager then threatened (twice) to bring legal action against me if I posted anything she said.Desired Settlement: I do not want to pay the $50.00 dollars. I was trying to do the right thing by cancelling; I knew I would not pay for services out of pocket, and also did not think the office would even see me. However, after the way I was treated on the phone and through email I more importantly want to address the issue of the customer service and bring it to the attention of Dr. Hansen.

Business

Response:

September 16, 2014To Whom It May Concern:This letter is in response to your correspondence of Friday, September 12, 2014, addressed to an unknown "[redacted]". There is no one in the practice with that name.[redacted] was scheduled for an appointment to see the physician on July 28, 2014. She is fairly new to the practice and was reviously informed of the office policies regarding no shows and same day cancelations.[redacted] called the morning of the appointment to cancel and was informed of the same day cancelation fee, at which time she became very nasty with the front desk coordinator so the call was transferred to me.I listened to her explanation and informed her, she could have kept the appointment, we work with “self pay" patients and gave her examples of what the physician does in these cases. She became increasingly agitated raising her voice at me telling me that our doctor wasn't important as a specialist and could let patients cancel or no show any time they wanted because "Internists are not Specialists and their time is not valuable". With the increase in her tone, I stated I did not have to listen to her untruths and was terminating the conversation. At NO TIME DID I YELL AT HER or cut her off. She kept interrupting me and my explanation.I was going to consider her request to adjust the “same day cancelation/no show fee" until she belittled a much respected physician.It is not our staffs responsibility to know the ins and outs of all patients' insurance policies or when or why the patients' policies terminate.This situation could have ended with a very satisfying outcome. I have over 30 years experience in the medical field and am a Certified Healthcare Auditor as well as a Certified Medical Coder. I have been cussed out, yelled at; you name it but I HAVE NEVER YELLED AT A PATIENT. My voice might become stern, because I will defend my employer with a passion.This is a case of the patient being in the wrong and one who does not want to accept her obligation. We have a waiting list of patients who would have gladly stepped in at that appointment time IF WE WOULD HAVE HAD 24 notice. She knew that she was no longer covered under her parents' policy way ahead of the scheduled appointment. Why did she wait until the last minute to cancel??She is more than welcome to find a new physician as we do not like disrespectful patients in our practice.Slander- yes she stated she was filing a complaint on [redacted] – slandering me as well as the practice. We/I did nothing wrong. She knows she was wrong in not canceling 24 hours in advance. She has an outstanding charge of $50 for this appointmentSincerelydonna d CHA, CMC Practice Administrator

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: The response is completely false. The office manager never took into consideration even discussing the cancellation fee. I in no way became nasty with the front desk receptionist or office manager. I explained the situation to the receptionist who then explained to me she had no authority on billing, which I expected, and took my number for the office manager to return my call. I received no call and phoned again. I again calmly explained my situation to the receptionist who transferred me to Donna, the office manager. I was never transferred for being nasty. As I have informed the office manager multiple times, I received word of being dropped from my insurance the Saturday before my appointment, which I have documented. At this time they were closed until Monday morning, when I phoned, as soon as the office opened. I was never once informed of an office policy of a cancellation fee until that Monday morning and was never informed I could still be seen by the doctor. As for the phone behavior, I never once raised my voice to the office manager. As for saying the office is an internist and therefore does not require a recommendation from a doctor, that is a statement of fact and should have in no way been taken in offense. That she hung up on me for saying this is extremely unprofessional and juvenile. The office manager never told me she was terminating the call. She yelled at me that I would have to pay and hung up the phone. She did not respond when I tried to phone again. And again, she threatened me twice with legal action if I chose to exercise my 1st amendment right and review her offices services. I have documentation and proof of all of this in an email chain; she openly admits twice she hung up on me. The issue isn't just the $50.00, it's that Dr. Hansen is completely unaware her professional staff is driving away patients. Below are reviews from online rating services that validate my story, even one where a patient had the same experience of being hung up on:Submitted on [redacted], 9/5/14:I have been a patient of Dr. Hansen for decades (since 1994); she is

very personable and thorough, and I've had no problems with her. Her

office manager, however, has proven to be another story...in July 2014

after my annual physical I was invited via email to access information

using Patient Fusion; upon discovering there was/is an issue obtaining

password to access information, I contacted the office manager (I don't

recall being told her name) who responded with I perceived to be

"attitude" that she hadn't gotten back to me after more than one week

because "she's trying to find out what is the problem with Patient

Fusion." I thanked her and told her I'd appreciate a call when she has

information about how I can access the information Patient Fusion wants

to share with me (there appear to be automatic messages sent every 10

days or so until information is reviewed). I have not yet heard from

office manager, and I've called and left messages for her three times

since the initial conversation. I have no idea if Dr. Hansen is aware

that her office is being represented in this way, but I am now

reconsidering continuing my relationship with her office.Submitted on [redacted], 8/13/14:Dr. Hansen's office is an absolute disappointment. I made an

appointment a week ago to be a new patient - this was for a

physical/annual appointment. Dr. Hansen was recommended by a friend and

despite reviews and what my friend said about her front office/reception

- from all accounts it sounds like Dr. Hansen is a great doctor.

Unfortunately, her reception office is abominable. In trying to

make my appointment, I was repeatedly told I would have to see the RN. I

love a good RN like the rest of us (in fact I have close family members

who are RNs) but as a new patient, I want to meet and talk with Dr.

Hansen. They finally agreed but it took two conversations. The

next day, they left a message cancelling my appointment saying that Dr.

Hansen will now be out of hte office on that day. I called back, was put

on hold for 10 minutes and finally rescheduled. Minor inconvenience -

up to this point, not a big deal but indicative of previous reviews. However,

yesterday my fiance found a growth that is very concerning. I called

this morning to ask that they see him instead of me. A reasonable

request I think considering I was a new patient and would just

reschedule for a later date. I was first put on hold for 15 minutes.

After waiting and be putting on hold twice, Marcia answered. I

explained the situation and Marcia cut me off mid-sentence and put me on

hold again. She came back on and said absolutely not, it is office

policy that a new patient must make an appointment a week out. I

explained that I was a new patient as well but wanted to give my

appointment to him since we discovered an abnormally large growth and

need a doctor to see it. After she cut me off again, I asked to speak

with the office manager to explain the situation again and to clarify

the situation. Donna, was abrasive and rude immediatly. She took no

time to listen and said exceptions cannot be made. While I explained

that this is a unique situation, that I am very much looking forward to

being a new patient with Dr. Hansen and that I understand the general

policy, no doubt in a profession dedicated to providing healthcare to

people - this would make sense and that indeed, she can choose to make

an exception. She cut me off repeatedly, was defensive and ultimately

hung up on me. Dr. Hansen - I hope you read your [redacted] reviews

and realize that your front office is doing a disservice not only to you

but to your patients. It is a total shame that your office is not

caring for people in a spirit of best practices, empathy and frankly

basic bedside manners and people skills. Good riddance.I will be contesting the $50 dollars until I can communicate with the doctor.

Regards,

Business

Response:

November 11, 2014Dear Sir/Madarn:We have a policy in place and signed by this patient on June 16, 2013, acknowledging our 24 hour cancellation policy which carries a fee if we can not fill that slot. The patient signed and therefore was aware of the policy.A courtesy waiver was done for her on October 9, 2014.Sincerely:Darcy J. Hansen, MD