EmergiCare

This is letter is to reply to the complaint that was sent to us on 6/5/with ID [redacted] For your information, I have been the owner of EmergiCare of Waynesboro since and this is the first time that we have received a complaint of the nature described on the Customer's Statement of the ProblemUnfortunately, I was not present at the time of the incident described by the patient I am somewhat puzzled by this incident because my personnel has been at the service of the clinic for many years and I can vouch for their professional quality and, as indicated before, nothing like this has ever occurredAll the personnel of the clinic is licensed and qualifiedI also inform you that I showed the complaint to all personnel and have them read and signed the complaint, I explained that this kind of behavior is not tolerated and reflects negatively on the clinicFor all the years that I have been the owner I have strived to provide the best care and attention to all our patientsI will assume that the foul language did occur, although all my personnel affirm that it did not happen, and, if it did, I offer my most sincere apologiesI certainly understand the discomfort that this may cause to any patientHowever, there is something that I would like to clear with regard to the X-rays charges mentioned in the complaintWhen a person comes into the clinic he or she has to register at the reception and is informed of the price of the visitThis is procedure in any clinicHowever, we can only collect for the visit; we cannot charge in advance for X-rays or any other additional test because it is the physician who decides if they are necessary according to his best medical criteriaThe X-rays are taken at the clinic, read by the physician, and sent to a medical radiologist -outside the clinic - for a reading and confirmation report; this reading and report is an additional charge to the clinic which we pass to the patientI am enclosing a copy of the report that we received from the radiologist related to this particular complaintAs a courtesy to the patient I will refund the $(thirty-nine dollars) back and will write off the remaining balance of $(fifty seven dollars)As far as the presumed illegality of our fees, I will object strongly to this statementOur reputation and length of business in Waynesboro in addition to the large number of patients and companies which use are services speak for the quality and care that we provideOur prices are very competitive with any other clinic of the same nature and significantly cheaper if compared with that of the hospital emergency room I hope this letter clarifies any of your concerns, however, should you need additional clarification or pertinent information please do not hesitate in contacting me at your earliest convenience Sincerely, Ana CMataM.T Owner and Business Manager

This is letter is to reply to the complaint that was sent to us on 6/5/2014 with ID[redacted]. For your information, I have been the owner of EmergiCare of Waynesboro
since 1999 and this is the first time that we have received a complaint of the nature
described on the Customer's Statement of the...

Problem. Unfortunately, I was not present at
the time of the incident described by the patient.
I am somewhat puzzled by this incident because my personnel has been at the
service of the clinic for many years and I can vouch for their professional quality and, as
indicated before, nothing like this has ever occurred. All the personnel of the clinic is
licensed and qualified. I also inform you that I showed the complaint to all personnel and
have them read and signed the complaint, I explained that this kind of behavior is not
tolerated and reflects negatively on the clinic. For all the years that I have been the owner I
have strived to provide the best care and attention to all our patients. I will assume that the
foul language did occur, although all my personnel affirm that it did not happen, and, if it
did, I offer my most sincere apologies. I certainly understand the discomfort that this may
cause to any patient. However, there is something that I would like to clear with regard to
the X-rays charges mentioned in the complaint. When a person comes into the clinic he or
she has to register at the reception and is informed of the price of the visit. This is normal
procedure in any clinic. However, we can only collect for the visit; we cannot charge in
advance for X-rays or any other additional test because it is the physician who decides if
they are necessary according to his best medical criteria. The X-rays are taken at the clinic,
read by the physician, and sent to a medical radiologist -outside the clinic - for a reading
and confirmation report; this reading and report is an additional charge to the clinic which
we pass to the patient. I am enclosing a copy of the report that we received from the
radiologist related to this particular complaint. As a courtesy to the patient I will refund the
$39.00 (thirty-nine dollars) back and will write off the remaining balance of $57.00 (fifty seven
dollars). As far as the presumed illegality of our fees, I will object strongly to this
statement. Our reputation and length of business in Waynesboro in addition to the large
number of patients and companies which use are services speak for the quality and care
that we provide. Our prices are very competitive with any other clinic of the same nature
and significantly cheaper if compared with that of the hospital emergency room.
I hope this letter clarifies any of your concerns, however, should you need additional
clarification or pertinent information please do not hesitate in contacting me at your
earliest convenience.
Sincerely,
Ana C. Mata. M.T
Owner and Business Manager

Review: On 4/2/14 I took my adult daughter to this facility because she had hurt her hand. When we arrived, we were greeted & asked to fill out paperwork as we had never been there before. We were asked to pay up front for the total of the visit which was $150. This did not include the cost of an x-ray which we were told would be $85 more if it she needed one. The nurse who took us back was professional & did a good job of the normal doctor visit things like weight, blood pressure etc. The doctor came in & did want to do an x-ray. When my daughter left the room to go to x-ray, they left the door open in the room where I was waiting. I could hear employees which I assumed were nurses talking in the nurses station area. I heard one say, "I can't wait to leave this place. Everything here is a piece of [redacted]." This was not a very professional conversation to be having where customers could hear and it did nothing towards making me feel confident that we would leave feeling like we did the right thing by using this facility. When my daughter came back in after x-rays, she said that they were trying to get pictures of the thumb side of her hand instead pinkie side where it was injured. While we were in the room, the doctor looked at the x-rays out in the nurses station area. The door was still open so we saw him hold it up to a light. It was never put on an x-ray lit up screen & it was never brought in & discussed with us. It was literally just passed over a light for a second. He came back into the room & told us it was not broken.When we left, we stopped to pay for the x-ray & there was an additional $39 charge for reading the x-ray on top of the $85 for getting an x-ray. I asked about that charge & they said that was because they had sent it over to the hospital to be read. I was not confident in the diagnosis & left feeling like I still didn't know if her hand was broken. Now, I have received a bill for more money. It was a horrible experience, but the way they handle their fees has to be illegal.Desired Settlement: I think I should be refunded the $39 reading charge at the very least. I should also not have to pay an additional $57 for the bill I just received. This is so totally wrong. We should never have had to pay for such an experience in a health care facility to begin with but for them to keep finding ways to charge more money is bound to be illegal in some way. The place really should not even be in business.

Business

Response:

This is letter is to reply to the complaint that was sent to us on 6/5/2014 with ID[redacted]. For your information, I have been the owner of EmergiCare of Waynesboro

since 1999 and this is the first time that we have received a complaint of the nature

described on the Customer's Statement of the Problem. Unfortunately, I was not present at

the time of the incident described by the patient.

I am somewhat puzzled by this incident because my personnel has been at the

service of the clinic for many years and I can vouch for their professional quality and, as

indicated before, nothing like this has ever occurred. All the personnel of the clinic is

licensed and qualified. I also inform you that I showed the complaint to all personnel and

have them read and signed the complaint, I explained that this kind of behavior is not

tolerated and reflects negatively on the clinic. For all the years that I have been the owner I

have strived to provide the best care and attention to all our patients. I will assume that the

foul language did occur, although all my personnel affirm that it did not happen, and, if it

did, I offer my most sincere apologies. I certainly understand the discomfort that this may

cause to any patient. However, there is something that I would like to clear with regard to

the X-rays charges mentioned in the complaint. When a person comes into the clinic he or

she has to register at the reception and is informed of the price of the visit. This is normal

procedure in any clinic. However, we can only collect for the visit; we cannot charge in

advance for X-rays or any other additional test because it is the physician who decides if

they are necessary according to his best medical criteria. The X-rays are taken at the clinic,

read by the physician, and sent to a medical radiologist -outside the clinic - for a reading

and confirmation report; this reading and report is an additional charge to the clinic which

we pass to the patient. I am enclosing a copy of the report that we received from the

radiologist related to this particular complaint. As a courtesy to the patient I will refund the

$39.00 (thirty-nine dollars) back and will write off the remaining balance of $57.00 (fifty seven

dollars). As far as the presumed illegality of our fees, I will object strongly to this

statement. Our reputation and length of business in Waynesboro in addition to the large

number of patients and companies which use are services speak for the quality and care

that we provide. Our prices are very competitive with any other clinic of the same nature

and significantly cheaper if compared with that of the hospital emergency room.

I hope this letter clarifies any of your concerns, however, should you need additional

clarification or pertinent information please do not hesitate in contacting me at your

earliest convenience.

Sincerely,

Ana C. Mata. M.T

Owner and Business Manager