Foot & Ankle of West Georgia

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]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 for the business to perform this action and, if it does, will consider this complaint resolved.Regards, [redacted]

August 9,
My name is *** *** and I work in the Business Office for Foot and Ankle of West GA,
PC. On the morning of August 8, I was contacted by a representative from our billing company that there were some patients that had issues from the recent billing that was sent out. Our representative informed me that she had sent me several “tasks,” (messages in our system about individual patient concerns) that needed to be addressed. I was working on them in order when our receptionist, *** ***, informed me that a patient was in the lobby with a billing issue
*** told me the situation that the patient, *** ***, had been billed for a Compro Brace that he did not receive. I took the documentation from her and asked her to let the patient know that I would have it adjusted from his account. A few minutes later she returned stating that the patient wanted documentation that the adjustment was made. Since we do not do adjustments here in our office, our billing company does them; I did not have anything that I could give to the patient at that time. I took his bill and wrote, “$Balance” and signed my initials. She went to give that to the patient
The very next task I addressed was for Mr***. I wanted to make sure that he knew his concern had been documented by the billing company and was currently being addressed, so I went to the lobby to see if I could catch him before he left. He was still in the lobby, so I informed him that I received notice of his call to the billing company, and that I was responding to them right now to get the adjustment done. The patient was very adamant that he wanted documentation right then and there. I explained that I wasn’t able to produce that for him at that time. He then stated that he wanted a bill showing that his balance was $0. I explained that bills were not produced for accounts with $balances. I also reassured him that the notation I made on his bill would be sufficient until the adjustment was made by the billing company and a ledger could be sent to him. He stated that he would “give us hours” to get it adjusted and I assured him that it wouldn’t take that long. I let him know that if he called the billing company that evening after 5:pm (their office is open until 8:pm), he would be able to confirm that the adjustment was done and the balance was $on his account
It was clear by the patient’s demeanor that he was not satisfied with what I was able to do for him. I tried my best to explain the procedure, but he left unhappy. I apologize for that. My coworkers and I always try to give the best service possible to all of our patients in every aspect of their visits. From the greeting our receptionist gives them when they come in, to the patient care they receive from the medical assistants and physicians, to the follow up care they schedule at check out. All of that extends through the billing process with insurance and any issues that may arise from any part in the process. This is the first patient complaint I have ever received and I take it very seriously. We always strive to make our billing correct the first time. Mistakes do get made occasionally, and we do our very best to correct those as soon as they are brought to our attention. This was an isolated incident where we could not make the patient happy, and my apologies go out to the patient for that. The one thing I can assure both the patient and our community, we appreciate everyone associated with our practice and strive for excellence in all we do
Sincerely,
*** ***
Business Office

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]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 for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]