To Whom It May Concern:Please consider this a response to complaint ID [redacted] .For the past months the patient owed balances on her account and any payment arrangements that were made with patient were not followed through on her part In the patients account was placed for collections with an outside company due to non-payment and default of agreement The patient called the office accusing our staff members of being liars about turning her account over to collections after she called them Offered to show patient proof of submission which she declined insisting that someone is our office was lying Offered patient an outside financing plan to pay the account in full so that I could pull it from the outside collection company Patient declined stating she had other accounts already at the same collection agency and would not qualify for financingPatient kept insisting that should would pay the outstanding balance if we would just give her the opportunity to do so The account was removed from the outside collection agency with the agreement that the patient would pay her balance in full within months with equal payments of per monthPatient signed a T & L agreement The patient made payment of on 11-15-and no further payments were made, even though statements were sent, until 3-2-at which time she paid The patient promised that she would come in the next day to pay an additional The patient did not show up the next day I called and left a message for the patient on 3-13-that I needed her to call the office regarding her account Patient did not return my call but came into the office on 3-14-and only paid Again despite statements being sent patient did not make any further payments until 6-7-of After this payment, and due to further treatment rendered on the patient her current balance owing was then The patient asked to schedule further non-emergent treatment, at which time she was told that until the balance was paid in full not further treatment could be scheduled outside of emergency treatment The patient was sent two final statements with no response or payments On 8-2-I called patient and left a message asking her to call the office before the end of the day regarding her balance Patient did not return my call On 9-21-the patient called the office acting surprised that she had a balance One of our team members discussed the balance with the patient and advised her that it needed to be paid in full immediately or it would be sent back to the outside collection agency The patient stated that she would be in on 10-2-to pay the balance in fullThe patient did not show up On 10-10-the patients account was sent to an outside collection agency On 10-17-patient called office asking to make a payment on her account - patient did leave a message yesterday and was on my agenda to call today - advised patient per her last conversation with our office on 9-21-she was told that balance needed to be paid in full to prevent it going back to collections - reminded her that she promised to pay on 10-2-2-but never came in for payment The patient argued that paying the balance in full or collections was not discussed with any office personnel The patient demanded to talk with the doctor stating that she was a personal friend and that she has talked to him about her balance before - advised patient that I am the office manager and handle patient accounts - reminded her that we had sent her to collections last year for not paying her bill and pulled it back out when she promised to pay but she never has paid the balancePatient stated that she was going to show up in the office today to talk with the or call his personal number directly - I advised her that the doctor was with patients all day but that she didn't care she would be coming in anyways I let patient that she can call the collection agency today to pay balance in full - patient refused - patient then told me that she had recorded the call - let patient know that I was not going to argue with her but that she is welcome again to call the collection agency to pay her billThe patient showed up in the office demanding to speak with the office manager at which time she was seated in a consultation room and told that I would be right with her she said oh, is the office manager and who is above her - she was advised that the doctors were the only ones above her - When I went into the consultation room I took another team member with me - patient said she was going to record our conversation - I advised her that I did not give her my permission to be recorded - she said well I have recorded all my calls - I advised her that was not legal as we were not notified of such - patient also said she filed a complaint with the Revdex.com - patient stated that she called Revdex.com and was told we never sent her account to them - advised the patient it was sent on 10-10-- patient started to argue and I advised her that I was not going to argue with her - patient said fine and wanted to know if I was going to accept her payment or not - I advised patient that I would take her payment if it was in full - also advised per the doctor that we would no longer be scheduling appointment for her or family member and that we will be sending her a letter dismissing her from the practice - patient stated she wanted it in writing - advised her it would be and would be sent out today - patient said she would wait for it - again advised her that the doctor was with a patient and he needed to sign the letter but that I could call her when it was ready if she wanted to come back to pick it up - patient stated she would - dismissed patient to another team member to pay her balance and outside collection agency was contacted to let them know her balance was paid in full The patient asked for and was given a statement of services rendered showing where balance was coming from On 10-18-the patient was called to let her know that if she would like to pick up her dismissal letter in person, we have it ready for herPatient said that she doesn't need to pick it up in person, but since she was in the office yesterday, she wanted to wait for itI told her it was ready to go and asked her if she would like to come by and pick it up or have me mail it to herShe said I can stick it in the mailAlso said that she has contacted the Revdex.com and we have day to respondPatient was placed on hold to determine if we had received any correspondence for Revdex.com Got back on the line with patient and let her know that as soon as they contact us, we will follow up with them promptly with any requested infoPt said they contacted us yesterday and to mail the letter and hung up on meI spoke to all administrative personnel and they confirmed that Revdex.com has not phoned the office today or yesterdayAt no time was the patient ever hung up on or treated in any type of unprofessional manner or mistreated in any way The dismissal letter, which was signed by the doctor, advised that patient that she was being dismissed because of failure to comply with the stated and signed protocol of our practice The doctor is the one who made the decision to terminate his doctor/patient relationship and is always notified of issues with patients or complaint they may have Our practice feels that the complaint filed by this patient is without merit and by no means reflects the type of practice that we run.Thank you
To Whom It May Concern:Please consider this a response to complaint ID [redacted] .For the past months the patient owed balances on her account and any payment arrangements that were made with patient were not followed through on her part In the patients account was placed for collections with an outside company due to non-payment and default of agreement The patient called the office accusing our staff members of being liars about turning her account over to collections after she called them Offered to show patient proof of submission which she declined insisting that someone is our office was lying Offered patient an outside financing plan to pay the account in full so that I could pull it from the outside collection company Patient declined stating she had other accounts already at the same collection agency and would not qualify for financingPatient kept insisting that should would pay the outstanding balance if we would just give her the opportunity to do so The account was removed from the outside collection agency with the agreement that the patient would pay her balance in full within months with equal payments of per monthPatient signed a T & L agreement The patient made payment of on 11-15-and no further payments were made, even though statements were sent, until 3-2-at which time she paid The patient promised that she would come in the next day to pay an additional The patient did not show up the next day I called and left a message for the patient on 3-13-that I needed her to call the office regarding her account Patient did not return my call but came into the office on 3-14-and only paid Again despite statements being sent patient did not make any further payments until 6-7-of After this payment, and due to further treatment rendered on the patient her current balance owing was then The patient asked to schedule further non-emergent treatment, at which time she was told that until the balance was paid in full not further treatment could be scheduled outside of emergency treatment The patient was sent two final statements with no response or payments On 8-2-I called patient and left a message asking her to call the office before the end of the day regarding her balance Patient did not return my call On 9-21-the patient called the office acting surprised that she had a balance One of our team members discussed the balance with the patient and advised her that it needed to be paid in full immediately or it would be sent back to the outside collection agency The patient stated that she would be in on 10-2-to pay the balance in fullThe patient did not show up On 10-10-the patients account was sent to an outside collection agency On 10-17-patient called office asking to make a payment on her account - patient did leave a message yesterday and was on my agenda to call today - advised patient per her last conversation with our office on 9-21-she was told that balance needed to be paid in full to prevent it going back to collections - reminded her that she promised to pay on 10-2-2-but never came in for payment The patient argued that paying the balance in full or collections was not discussed with any office personnel The patient demanded to talk with the doctor stating that she was a personal friend and that she has talked to him about her balance before - advised patient that I am the office manager and handle patient accounts - reminded her that we had sent her to collections last year for not paying her bill and pulled it back out when she promised to pay but she never has paid the balancePatient stated that she was going to show up in the office today to talk with the or call his personal number directly - I advised her that the doctor was with patients all day but that she didn't care she would be coming in anyways I let patient that she can call the collection agency today to pay balance in full - patient refused - patient then told me that she had recorded the call - let patient know that I was not going to argue with her but that she is welcome again to call the collection agency to pay her billThe patient showed up in the office demanding to speak with the office manager at which time she was seated in a consultation room and told that I would be right with her she said oh, is the office manager and who is above her - she was advised that the doctors were the only ones above her - When I went into the consultation room I took another team member with me - patient said she was going to record our conversation - I advised her that I did not give her my permission to be recorded - she said well I have recorded all my calls - I advised her that was not legal as we were not notified of such - patient also said she filed a complaint with the Revdex.com - patient stated that she called Revdex.com and was told we never sent her account to them - advised the patient it was sent on 10-10-- patient started to argue and I advised her that I was not going to argue with her - patient said fine and wanted to know if I was going to accept her payment or not - I advised patient that I would take her payment if it was in full - also advised per the doctor that we would no longer be scheduling appointment for her or family member and that we will be sending her a letter dismissing her from the practice - patient stated she wanted it in writing - advised her it would be and would be sent out today - patient said she would wait for it - again advised her that the doctor was with a patient and he needed to sign the letter but that I could call her when it was ready if she wanted to come back to pick it up - patient stated she would - dismissed patient to another team member to pay her balance and outside collection agency was contacted to let them know her balance was paid in full The patient asked for and was given a statement of services rendered showing where balance was coming from On 10-18-the patient was called to let her know that if she would like to pick up her dismissal letter in person, we have it ready for herPatient said that she doesn't need to pick it up in person, but since she was in the office yesterday, she wanted to wait for itI told her it was ready to go and asked her if she would like to come by and pick it up or have me mail it to herShe said I can stick it in the mailAlso said that she has contacted the Revdex.com and we have day to respondPatient was placed on hold to determine if we had received any correspondence for Revdex.com Got back on the line with patient and let her know that as soon as they contact us, we will follow up with them promptly with any requested infoPt said they contacted us yesterday and to mail the letter and hung up on meI spoke to all administrative personnel and they confirmed that Revdex.com has not phoned the office today or yesterdayAt no time was the patient ever hung up on or treated in any type of unprofessional manner or mistreated in any way The dismissal letter, which was signed by the doctor, advised that patient that she was being dismissed because of failure to comply with the stated and signed protocol of our practice The doctor is the one who made the decision to terminate his doctor/patient relationship and is always notified of issues with patients or complaint they may have Our practice feels that the complaint filed by this patient is without merit and by no means reflects the type of practice that we run.Thank you