Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
To Whom it May Concern,Thank you for bringing to my attention the grievance reported by Mr [redacted] regarding his billingissuesSouthwestern Eye Center strives very hard to provide quality,compassionate care and excellent customer service to our patientsIt isextremely unfortunate this is not the experience Mr [redacted] had when dealing withour business office Southwestern Eye Center utilizes two outside vendors in conjunction with our internal billing department and unfortunately there was a lack of communication regarding Mr***’s account.Mr***’s account was reviewed internally and given his chief complaint anddiagnosis, billing his vision insurance would not be appropriate nor would itbe coveredHowever, for the inconvenience we caused Mr [redacted] and as a courtesywe have adjusted Mr***’s account to reflect a zero balanceI reached out to Mr [redacted] however; I have yet to speak to himI will inform him of our internal review along with the courtesy balance adjustmentOur business office will also send a statementto reflect a zero balanceThank you again for bringing this complaint to my attentionAs with any complaint, it is unfortunate a patienthad a less then positive experience however we will use this as an opportunity to learn and become even better at our jobsIf you have any further questions, concerns or require additional information please do not hesitate to contactmeSincerely,Stephanie D [redacted] Quality Management CoordinatorCorporate Office [redacted] Mesa, AZ 85213Ph: ###-###-####Fx: ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Also, I would like to note that I returned the glasses to the facility in an effort to have them repaired At that time, I was told by a member of the staff that there are two different facilities that are used to make the eye glasses I was informed that the glasses would be sent to the second facility in order to widen the scope of the lenses This didn't make sense to me; however, I agreed When I received the eye glasses back, they were exactly the same I made the decision to ask for a full refund when I realized the incompetence of the facility and the staff at the eye center.Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I did not receive the reply from the businessIt is sad that the business admits failue in their process to ensure the correct lens is used"The lens is verified by the Surgery Coordinator, Nursing Staff and the Physician prior to the start of the procedureIn the case of Mr***, it is extremely unfortunate our process failed to ensure the correct lens was implanted." I do not see where they will correct their process to ensure another patient does not experience this I would not feel comfortable letting any them do any more damage Please add this to your records! Thank you, [redacted] ***
To Whom it May Concern,Thank you for bringing to my attention the complaint reported by Ms. [redacted] regarding her and her children's charge of the $45 refraction fee. This was an oversight on our part and we sincerely apologize for the inconvenience it has caused Ms. ***. Her insurances'... Explanation of Benefits (EOB) did not specifically state to adjust off the refraction as "inclusive." However, Ms. [redacted] is correct and her insurance does consider the refraction to be part of the exam and does not reimburse separately for it. The refraction charges on Ms. ***, her son and daughters accounts have been removed/adjusted. We will also refund her $45 payment once it is received as she indicated in her complaint. Her account has been flagged to ensure the refund will be taken care of in a timely manner. Ms. ***'s complaints regarding the multiple phone calls, being hung up on, and unanswered voicemails is unacceptable and have been shared with the Director of that department. We will ensure staff are properly trained and follow protocol when addressing such concerns. I left a message on the number provided by Ms. [redacted] with my name and contact information. I will follow up with her to relay the information I have included in this correspondence. Thank you again for bringing this complaint to my attention. Southwestern Eye Center strives very hard to provide quality,compassionate care and excellent customer service to our patients and it is unfortunate Ms. [redacted] feels that is not the service she received. We will use this as a learning experience in an effort to improve our current workflow and process. If you have any further questions, concerns or require additional information please do not hesitate to contact me. Sincerely, [redacted] Quality Management Coordinator
To Whom It May Concern,Thank you for bringing to my attention the grievance reported by Ms. [redacted] regarding her glasses refund at our Cottonwood office. Southwestern Eye Center (SEC) strives very hard to provide quality, compassionate care, and excellent customer service to our patients and it... is unfortunate that is not what Ms. [redacted] experienced. I reached to Ms. [redacted] by phone, to no avail, as well as sent her an e-mail to apologize for her experience. As well as inform her the refund check for her glasses was sent in the mail Friday, January 19th. As with any complaint, it is unfortunate we did not provide the quality of care Ms. [redacted] would have expected at Southwestern Eye Center. We will continue to educate and train our staff in an effort to provide the best quality care possible. Please do not hesitate to contact me should you have any questions or require additional information.Sincerely,Stephanie D [redacted] Director of Surgical Quality. [redacted] ***
To Whom it My Concern,I spoke to Ms [redacted] 3/15/to apologize for any confusionSouthwestern Eye Center's system indicates Ms [redacted] paid $for her glasses which is the exact amount she was refundedMs [redacted] stated she paid $for her glasses and had a receipt she could provide me indicating that amountI informed Ms [redacted] I could process the additional refund amount for her glasses once I receive a copy of the receiptI apologized again for the confusion and any oversight on my partMs [redacted] stated she would provide the receipt to me on 3/Ms [redacted] called me the morning of 3/indicating she reviewed her paperwork and was mistakenShe did not pay $for her glasses however this was the billable amount for her exam on 12/28/I confirmed with Ms [redacted] that she did receive the total amount paid for her glasses and she agreedMs [redacted] then requested her copay of $also be refundedAs a courtesy, Southwestern Eye Center will also refund Ms [redacted] the $I informed Ms [redacted] the refund would be processed on 3/and she should receive the check shortly afterThis matter is resolved and Ms [redacted] received a full refund for the eye glasses she purchased of $Sincerely, Stephanie D [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
To Whom it May Concern,Thank you for bringing to my attention the grievance reported by Mr [redacted] regarding his billingissuesSouthwestern Eye Center strives very hard to provide quality,compassionate care and excellent customer service to our patientsIt isextremely unfortunate this is not the experience Mr [redacted] had when dealing withour business office Southwestern Eye Center utilizes two outside vendors in conjunction with our internal billing department and unfortunately there was a lack of communication regarding Mr***’s account.Mr***’s account was reviewed internally and given his chief complaint anddiagnosis, billing his vision insurance would not be appropriate nor would itbe coveredHowever, for the inconvenience we caused Mr [redacted] and as a courtesywe have adjusted Mr***’s account to reflect a zero balanceI reached out to Mr [redacted] however; I have yet to speak to himI will inform him of our internal review along with the courtesy balance adjustmentOur business office will also send a statementto reflect a zero balanceThank you again for bringing this complaint to my attentionAs with any complaint, it is unfortunate a patienthad a less then positive experience however we will use this as an opportunity to learn and become even better at our jobsIf you have any further questions, concerns or require additional information please do not hesitate to contactmeSincerely,Stephanie D [redacted] Quality Management CoordinatorCorporate Office [redacted] Mesa, AZ 85213Ph: ###-###-####Fx: ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Also, I would like to note that I returned the glasses to the facility in an effort to have them repaired At that time, I was told by a member of the staff that there are two different facilities that are used to make the eye glasses I was informed that the glasses would be sent to the second facility in order to widen the scope of the lenses This didn't make sense to me; however, I agreed When I received the eye glasses back, they were exactly the same I made the decision to ask for a full refund when I realized the incompetence of the facility and the staff at the eye center.Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I did not receive the reply from the businessIt is sad that the business admits failue in their process to ensure the correct lens is used"The lens is verified by the Surgery Coordinator, Nursing Staff and the Physician prior to the start of the procedureIn the case of Mr***, it is extremely unfortunate our process failed to ensure the correct lens was implanted." I do not see where they will correct their process to ensure another patient does not experience this I would not feel comfortable letting any them do any more damage Please add this to your records! Thank you, [redacted] ***
To Whom it May Concern,Thank you for bringing to my attention the complaint reported by Ms. [redacted] regarding her and her children's charge of the $45 refraction fee. This was an oversight on our part and we sincerely apologize for the inconvenience it has caused Ms. ***. Her insurances'... Explanation of Benefits (EOB) did not specifically state to adjust off the refraction as "inclusive." However, Ms. [redacted] is correct and her insurance does consider the refraction to be part of the exam and does not reimburse separately for it. The refraction charges on Ms. ***, her son and daughters accounts have been removed/adjusted. We will also refund her $45 payment once it is received as she indicated in her complaint. Her account has been flagged to ensure the refund will be taken care of in a timely manner. Ms. ***'s complaints regarding the multiple phone calls, being hung up on, and unanswered voicemails is unacceptable and have been shared with the Director of that department. We will ensure staff are properly trained and follow protocol when addressing such concerns. I left a message on the number provided by Ms. [redacted] with my name and contact information. I will follow up with her to relay the information I have included in this correspondence. Thank you again for bringing this complaint to my attention. Southwestern Eye Center strives very hard to provide quality,compassionate care and excellent customer service to our patients and it is unfortunate Ms. [redacted] feels that is not the service she received. We will use this as a learning experience in an effort to improve our current workflow and process. If you have any further questions, concerns or require additional information please do not hesitate to contact me. Sincerely, [redacted] Quality Management Coordinator
To Whom It May Concern,Thank you for bringing to my attention the grievance reported by Ms. [redacted] regarding her glasses refund at our Cottonwood office. Southwestern Eye Center (SEC) strives very hard to provide quality, compassionate care, and excellent customer service to our patients and it... is unfortunate that is not what Ms. [redacted] experienced. I reached to Ms. [redacted] by phone, to no avail, as well as sent her an e-mail to apologize for her experience. As well as inform her the refund check for her glasses was sent in the mail Friday, January 19th. As with any complaint, it is unfortunate we did not provide the quality of care Ms. [redacted] would have expected at Southwestern Eye Center. We will continue to educate and train our staff in an effort to provide the best quality care possible. Please do not hesitate to contact me should you have any questions or require additional information.Sincerely,Stephanie D [redacted] Director of Surgical Quality. [redacted] ***
To Whom it My Concern,I spoke to Ms [redacted] 3/15/to apologize for any confusionSouthwestern Eye Center's system indicates Ms [redacted] paid $for her glasses which is the exact amount she was refundedMs [redacted] stated she paid $for her glasses and had a receipt she could provide me indicating that amountI informed Ms [redacted] I could process the additional refund amount for her glasses once I receive a copy of the receiptI apologized again for the confusion and any oversight on my partMs [redacted] stated she would provide the receipt to me on 3/Ms [redacted] called me the morning of 3/indicating she reviewed her paperwork and was mistakenShe did not pay $for her glasses however this was the billable amount for her exam on 12/28/I confirmed with Ms [redacted] that she did receive the total amount paid for her glasses and she agreedMs [redacted] then requested her copay of $also be refundedAs a courtesy, Southwestern Eye Center will also refund Ms [redacted] the $I informed Ms [redacted] the refund would be processed on 3/and she should receive the check shortly afterThis matter is resolved and Ms [redacted] received a full refund for the eye glasses she purchased of $Sincerely, Stephanie D [redacted]