I am writing in response to a customer statement of a problem that was filed on 9/12/and
assigned the ID of ***The customer was clearly unhappy with our service/services we did and did
not performWhile we did have a booth at the local county fair and accepted donations of
$dollars,
the donation was to allow the customer to come into our practice and have a complete Computerized
Health Screening performed with the technology we utilize which is certified by the US Space Foundation
and was co-founded with NASAWhile this test is usually performed for $at the fair we were
offering it for $and all proceeds were being donated back to the fairI am not certain on the
customers position of "treatment" expressed in her complaintHowever, I can say that after the findings
and our consultation the customer was asked how they would like to proceed with careIt was explained
that going forward we would take necessary x-rays and complete the rest of the examAt this point a
"yes/yes" agreement was obtained and we completed a full examDuring the consultation the customer
was informed of the risks and possible side effects to the ADD medication that her son and she were
proudly takingThe customer was given a PDR reference to the risks and side effects which clearly states
that some of her son's complaints could be related to the drug he is onThe customer was a previous
employee at another Chiropractic office in another state at one time and was extremely impressed our
office, technology and knowledge that she scheduled herself to come in with her son at his next
appointment which we refer to as the report of findingsThis appointment takes place on the following day
for we have a lot of data and exam findings we have to review to make certain that we do what is best for
the customerWe never adjust "treatment" on a first visit and this concern of us not doing so was never
addressed or it would have been handled at that timeThe customer was unable to come in the next day
so we had to go two days out in the schedule to get a time that worked well for her and her sonAt the
report of findings we discussed her son's care planWe don't treat people in our office we care for them
The prior office that the customer worked for never wrote specific care plans but did treat people when
they desiredWe don't practice that model and our practice members (customers) clearly understand this
While her son needed an aggressive care plan she did not want to follow the recommendationsThe
analogy is she was asking us to perform a hour surgery in minutesOur number one priority is
always our practice member's health and secondly our reputation in our communityWhen a customer
does not want to commit to care we don't accept them based on the fact that it jeopardizes our top two
prioritiesThis customer was informed of thisAs for the care plan it was what was necessary to get her
son well and was about an average fee for such servicesWhile I tried to "work" with this customer and
even offered to give a referral to another Chiropractor that does "per visit" adjusting, she was extremely
upset that I would not help her sonI informed her that I would help her son but she would need to be
committedThe customer never brought up that the "fee" for the plan was too high she actually told me
she would rather pay $per visitThe care plan presented to her for her son would of came to
$per week and she was presented with $per monthBefore we could come to an agreement
or solution the customer stormed out of our officeThis is the first time in over years I have ever
experienced this type of behaviorSince we were unable to complete the customer's financial
consultation it is our office policy to bill the customer for the service that was renderedA bill was sent to
the customer showing $balance for the exam and a balance of $for the x-rays takenThat evening
before I left the office I called the customer for the one that is losing out here is the sonI had to leave a
message on voice mail and I apologized for not meeting her expectations and to please call me back in
regards to her son's health and well-beingThe customer did not return my call until after she received the
bill for the services performedI will just inform you that it was not a "nice" messageAs for the regards to
the extreme dishonesty, I feel it was my up-front honesty that this customer did not likeI was not willing
to accept her son under care on her terms and conditions and that is what brought this aboutAs for the
remarks about over billing insurance and for our care, she was upset that her son's insurance was not
going to assist her as well as she wantedWe were not even going to utilize the insurance for her co-pays
and deductible were so high it was more beneficial we pass the savings onto the customer rather than the
insurance companyOur practice is 70% non- insurance dependentWe don't rely on a third party to keep
our practice serving and strivingSo I am confused about over charging insurance companies that she
referred to in her complaint for we were not even going to be billing her insuranceAs I mentioned earlier,
her son's care plan was average for the care that was required to get him well and was necessary in
order to do soOver the years we have learned that not everyone belongs in a principled chiropractic
office and that is okHowever, our practice strives not simply to meet expectations but to exceed them on
every visitWe pride ourselves on service and community involvement which is why we have been
awarded the best of Walworth County over the past two yearsIf there is more that is needed from me
please feel free to contact me any time via email or by phone
In Optimal Health & Wellness
I am writing in response to a customer statement of a problem that was filed on 9/12/and
assigned the ID of ***The customer was clearly unhappy with our service/services we did and did
not performWhile we did have a booth at the local county fair and accepted donations of
$dollars,
the donation was to allow the customer to come into our practice and have a complete Computerized
Health Screening performed with the technology we utilize which is certified by the US Space Foundation
and was co-founded with NASAWhile this test is usually performed for $at the fair we were
offering it for $and all proceeds were being donated back to the fairI am not certain on the
customers position of "treatment" expressed in her complaintHowever, I can say that after the findings
and our consultation the customer was asked how they would like to proceed with careIt was explained
that going forward we would take necessary x-rays and complete the rest of the examAt this point a
"yes/yes" agreement was obtained and we completed a full examDuring the consultation the customer
was informed of the risks and possible side effects to the ADD medication that her son and she were
proudly takingThe customer was given a PDR reference to the risks and side effects which clearly states
that some of her son's complaints could be related to the drug he is onThe customer was a previous
employee at another Chiropractic office in another state at one time and was extremely impressed our
office, technology and knowledge that she scheduled herself to come in with her son at his next
appointment which we refer to as the report of findingsThis appointment takes place on the following day
for we have a lot of data and exam findings we have to review to make certain that we do what is best for
the customerWe never adjust "treatment" on a first visit and this concern of us not doing so was never
addressed or it would have been handled at that timeThe customer was unable to come in the next day
so we had to go two days out in the schedule to get a time that worked well for her and her sonAt the
report of findings we discussed her son's care planWe don't treat people in our office we care for them
The prior office that the customer worked for never wrote specific care plans but did treat people when
they desiredWe don't practice that model and our practice members (customers) clearly understand this
While her son needed an aggressive care plan she did not want to follow the recommendationsThe
analogy is she was asking us to perform a hour surgery in minutesOur number one priority is
always our practice member's health and secondly our reputation in our communityWhen a customer
does not want to commit to care we don't accept them based on the fact that it jeopardizes our top two
prioritiesThis customer was informed of thisAs for the care plan it was what was necessary to get her
son well and was about an average fee for such servicesWhile I tried to "work" with this customer and
even offered to give a referral to another Chiropractor that does "per visit" adjusting, she was extremely
upset that I would not help her sonI informed her that I would help her son but she would need to be
committedThe customer never brought up that the "fee" for the plan was too high she actually told me
she would rather pay $per visitThe care plan presented to her for her son would of came to
$per week and she was presented with $per monthBefore we could come to an agreement
or solution the customer stormed out of our officeThis is the first time in over years I have ever
experienced this type of behaviorSince we were unable to complete the customer's financial
consultation it is our office policy to bill the customer for the service that was renderedA bill was sent to
the customer showing $balance for the exam and a balance of $for the x-rays takenThat evening
before I left the office I called the customer for the one that is losing out here is the sonI had to leave a
message on voice mail and I apologized for not meeting her expectations and to please call me back in
regards to her son's health and well-beingThe customer did not return my call until after she received the
bill for the services performedI will just inform you that it was not a "nice" messageAs for the regards to
the extreme dishonesty, I feel it was my up-front honesty that this customer did not likeI was not willing
to accept her son under care on her terms and conditions and that is what brought this aboutAs for the
remarks about over billing insurance and for our care, she was upset that her son's insurance was not
going to assist her as well as she wantedWe were not even going to utilize the insurance for her co-pays
and deductible were so high it was more beneficial we pass the savings onto the customer rather than the
insurance companyOur practice is 70% non- insurance dependentWe don't rely on a third party to keep
our practice serving and strivingSo I am confused about over charging insurance companies that she
referred to in her complaint for we were not even going to be billing her insuranceAs I mentioned earlier,
her son's care plan was average for the care that was required to get him well and was necessary in
order to do soOver the years we have learned that not everyone belongs in a principled chiropractic
office and that is okHowever, our practice strives not simply to meet expectations but to exceed them on
every visitWe pride ourselves on service and community involvement which is why we have been
awarded the best of Walworth County over the past two yearsIf there is more that is needed from me
please feel free to contact me any time via email or by phone
In Optimal Health & Wellness