Endodontic & Periodontic Associates, LTD.

I am the Practice Administrator at Endodontic and Periodontic Associates The patient received root canal treatment at our office on 10/27/15, a treatment rendered to thousands of patients a year across all eight (8) of our offices After having reviewed the file, computer documentation, and spoken with the staff and managers involved, I have identified the following At the time of making the appointment, our documentation indicates the patient was scheduled for October 27th with Dr [redacted] and was quoted $for a "deposit" towards the total cost of service The patient indicated she had Anthem Blue Cross insurance but not Medicaid according to our staff Upon arrival, the patient was provided with information regarding the total cost of services and made the $ deposit toward said servicesHowever, it was also determined at the time of arrival that the patient had Medicaid as an insurance provider, which we do not accept As the patient noted in the complaint, our staff discussed this with the patient, as well discussed a month no interest payment plan for the balance of cost beyond the down payment Typically when a patient has no insurance that we would accept, we would increase the down payment, which is probably where the $figure came in But discussion of the longer term month no interest payment plan indicates to me that we informed the patient that there would be a larger balance beyond the down payment That is a typical practice for us when patients do not have insurance or do not pay in full at the time of service We try and be as flexible with payment as possible and offer patients alternatives for payment that may better meet their budget However, after reviewing the facts, and understanding that us telling a patient we do not accept Medicaid can sometimes result in confusion, we are willing to discount the remaining balance of $down to $ We are also willing to set up a month payment plan of $per month and waive any finance fees[redacted] Practice Administrator

Complaint: [redacted] I am rejecting this response because:I understand the administrators position, however, I've never known one perfect being, outside of GodHe defends his staff as not ever making a mistake and because they say " you can go on a three month payment plan," justifies his decision, is a quick fix to resolve the matterI did not go into that office trying to set my own prices, nor did I lie on staff member that told me price while scheduling my appointment or upon arrival of my appointmentI am well aware of the detailed and delicacy of a root canal therapy, I've had one beforeHow can he be absolutely positive his staff told me? How does he know I'm not tells no the truth? Who goes to get services done and don't get a price? I'm sure the administrator doesn't, I'm sure his staff doesn't, and I did not go into that office knowing that the root canal therapy was $1346, because I was told $and I did not make up a number to satisfy my budget! If, I was told that price, I would have respectfully declined the services and continue to take my pain mess from my recent back surgery to keep pin at bay until I was able to pay for servicesAgain, I am not a negligent person, nor am I a liar, or an supercilious individualI was told $and $is what I paid! I will ill call the administrator as soon as I can, for I am dealing with severe nerve pain which has somewhat paralyzed my left leg preventing my day to day activitiesHowever,this is a priority for me, because this needs to be settledI respectfully reject decision and will continue to fight with this haughty administrative staff Sincerely, [redacted]

Tell us why here... While we understand the frustration a patient can feel when confronted with the cost of a dental procedure, our costs of treatment are comparable to other providers in the Chicago area, which is roughly three times higher than the $400 we quoted as a deposit only. It's a complicated and precise procedure, which is why the patients general dentist referred her to us. We also feel based on our investigation, as well as the patients statement, that our staff was upfront and forthcoming with the cost of treatment both at time of making the appointment and upon arrival at our office. We both informed the patient that we do not accept their insurance and that we have payment plans available. That said, in the interest of goodwill, our offer of a discount and comfortable payment terms still stands. If the patient would like to discuss this further, I can be reached at [redacted] [redacted] , Practice Administrator

Tell us why here...
While we
understand the frustration a patient can feel when confronted with the
cost of a dental procedure, our costs of treatment are comparable to
other providers in the Chicago area, which is roughly three times higher
than the $400 we quoted as a deposit only.  It's a complicated and
precise procedure, which is why the patients general dentist referred
her to us.  We also feel based on our investigation, as well as the
patients statement, that our staff was upfront and forthcoming with the
cost of treatment both at time of making the appointment and upon
arrival at our office.  We both informed the patient that we do not
accept their insurance and that we have payment plans available.  That
said, in the interest of goodwill, our offer of a discount and
comfortable payment terms still stands.  If the patient would like to
discuss this further, I can be reached at [redacted],
Practice Administrator

I am the Practice Administrator at Endodontic and Periodontic Associates.  The
patient received root canal treatment at our office on 10/27/15, a
treatment rendered to thousands of patients a year across all eight (8)
of our offices.  After having reviewed the file,...

computer documentation,
and spoken with the staff and managers involved, I have identified the
following.  At
the time of making the appointment, our documentation indicates the
patient was scheduled for October 27th with Dr. [redacted] and was
quoted $400 for a "deposit" towards the total cost of service.  The
patient indicated she had Anthem Blue Cross insurance but not Medicaid
according to our staff.  Upon arrival, the patient was provided with
information regarding the total cost of services and made the $400
deposit toward said services. However, it was also determined at the
time of arrival that the patient had Medicaid as an insurance provider,
which we do not accept.  As the patient noted in the complaint, our
staff discussed this with the patient, as well discussed a 3 month no
interest payment plan for the balance of cost beyond the down payment. 
Typically when a patient has no insurance that we would accept, we would
increase the down payment, which is probably where the $550 figure came
in.  But discussion of the longer term 3 month no interest payment plan
indicates to me that we informed the patient that there would be a
larger balance beyond the down payment.  That is a typical practice for
us when patients do not have insurance or do not pay in full at the time
of service.  We try and be as flexible with payment as possible and
offer patients alternatives for payment that may better meet their
budget.  However,
after reviewing the facts, and understanding that us telling a patient
we do not accept Medicaid can sometimes result in confusion, we are
willing to discount the remaining balance of $796 down to $500.  We are
also willing to set up a 5 month payment plan of $100 per month
and waive any finance fees.[redacted]
Practice Administrator

Tell us why here...While we
understand the frustration a patient can feel when confronted with the
cost of a dental procedure, our costs of treatment are comparable to
other providers in the Chicago area, which is roughly three times higher
than the $400 we quoted as a deposit only.  It's a complicated and
precise procedure, which is why the patients general dentist referred
her to us.  We also feel based on our investigation, as well as the
patients statement, that our staff was upfront and forthcoming with the
cost of treatment both at time of making the appointment and upon
arrival at our office.  We both informed the patient that we do not
accept their insurance and that we have payment plans available.  That
said, in the interest of goodwill, our offer of a discount and
comfortable payment terms still stands.  If the patient would like to
discuss this further, I can be reached at [redacted],
Practice Administrator

Complaint: [redacted]
I am rejecting this response because:I understand the administrators position, however, I've never known one perfect being, outside of God. He defends his staff as not ever making a mistake and because they say " you can go on a three month payment plan," justifies his decision, is a quick fix to resolve the matter. I did not go into that office trying to set my own prices, nor did I lie on staff member that told me price while scheduling my appointment or upon arrival of my appointment. I am well aware of the detailed and delicacy of a root canal therapy, I've had one before. How can he be absolutely positive his staff told me? How does he know I'm not tells no the truth? Who goes to get services done and don't get a price? I'm sure the administrator doesn't, I'm sure his staff doesn't, and I did not go into that office knowing that the root canal therapy was $1346, because I was told $550 and I did not make up a number to satisfy my budget! If, I was told that price, I would have respectfully declined the services and continue to take my pain mess from my recent back surgery to keep pin at bay until I was able to pay for services. Again, I am not a negligent person, nor am I a liar, or an supercilious individual. I was told $550 and $550 is what I paid! 
 
I will ill call the administrator as soon as I can, for I am dealing with severe nerve pain which has somewhat paralyzed my left leg preventing my normal day to day activities. However,this is a priority for me, because this needs to be settled. I respectfully reject decision and will continue to fight with this haughty administrative staff.
 
Sincerely,
[redacted]