Grand Teton Gastroenterology

The above patient was seen in the ER by the on call physicianUpon being discharged, the patient was advised to follow up in our office within one to two weeksThe patient was scheduled for an appointment with our office within the same weekAccording to the complaint, the patient expected to see
the same physician in our office for post-hospital follow upHowever, upon scheduling her appointment, the patient was informed that she had already been seen in our office by DrH***, who she primarily established her care with in our office before her hospital visitWe do have a formal office policy which states that established patients see the same physician in our office for the purpose of continuity of careThe patient was added in to DrH***'s schedule per protocolWhen a patient arrives at our office, he/she is asked for his/her copay and/or coinsurance for the office visitThis is a very standard practice throughout medical offices nationwideIf a payment arrangement is requested, the patient is then directed to our account supervisorThe patient informed the receptionist that she did not have insurancePer our office policy protocol, the receptionist informed her that she would be given a cash discount if she chose to pay the office visit in fullThe patient agreed, paid for the service in full, and received the cash discountThe patient's name is required before payment is even discussed to ensure that we have the correct information on fileThis would include insurance plan information, current outstanding balances or credits, etcDuring the patient's office visit, the doctor discussed thepatient's caseHis evaluation is documented in the visit noteIt was also documented that he would await the final lab resultsAt no time during the visit did the patient express any concerns about her not being properly evaluated, nor did she state that she had any unanswered questionsOur office did not hear about any concerns from the patient on the date of her visitThe following week, the patient called and requested to speak with Jamie, the administrative assistantShe informed Jamie that she had already spoken with the clinical supervisor and the account supervisor, which also followed our protocolBoth the nurse and account supervisor informed the patient that they would speak with Dr.H*** and address her monetary concernsThe patient was given yet another opportunity to address any remaining questions, but she denied doing so, and at this time she requested a refundThe patient was very rude when speaking to the nurse and to the account managerShe also threatened that she would create a negative impact on our businessUpon reviewing the patient's case and concerns of a monetary refund, DrH*** feels that our office followed protocol and that the patient received quality standard care for her post hospital follow up visitIf you have any further questions, please feel free to contact me at the number below

I will say it again, I did not request a doctor appointmentFirst, when I saw the doctor last time in neither front desk nor the doctor mentioned about 50$ no show fee, nor I was handed a copy of the agreement signed back in 11/30/And is that I will not remember what happened in
2011. Second, I can recall, for sure, I did not ask the doctor for another visit at the doctor suggestion to come againAs in a sign of good faith I told Kassie that, even, I had not asked for one more doctor visit and being aware of existence of an agreement with 50$ no show fee, I would call the office in advance and let them know that I will not come.I did not yell and slam my hand on the counter! And I did not have any intention to do that or to offend anyone.I did not have any conversation with Kassie about yelling and a left the office without being asked to leave.I consider would be fair and professional to take those 50$ of my account due to lack of requested doctor appointment.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

The above patient was seen in the ER by the on call physicianUpon being discharged, the patient was advised to follow up in our office within one to two weeksThe patient was scheduled for an appointment with our office within the same weekAccording to the complaint, the patient expected to see
the same physician in our office for post-hospital follow upHowever, upon scheduling her appointment, the patient was informed that she had already been seen in our office by DrH***, who she primarily established her care with in our office before her hospital visitWe do have a formal office policy which states that established patients see the same physician in our office for the purpose of continuity of careThe patient was added in to DrH***'s schedule per protocolWhen a patient arrives at our office, he/she is asked for his/her copay and/or coinsurance for the office visitThis is a very standard practice throughout medical offices nationwideIf a payment arrangement is requested, the patient is then directed to our account supervisorThe patient informed the receptionist that she did not have insurancePer our office policy protocol, the receptionist informed her that she would be given a cash discount if she chose to pay the office visit in fullThe patient agreed, paid for the service in full, and received the cash discountThe patient's name is required before payment is even discussed to ensure that we have the correct information on fileThis would include insurance plan information, current outstanding balances or credits, etcDuring the patient's office visit, the doctor discussed thepatient's caseHis evaluation is documented in the visit noteIt was also documented that he would await the final lab resultsAt no time during the visit did the patient express any concerns about her not being properly evaluated, nor did she state that she had any unanswered questionsOur office did not hear about any concerns from the patient on the date of her visitThe following week, the patient called and requested to speak with Jamie, the administrative assistantShe informed Jamie that she had already spoken with the clinical supervisor and the account supervisor, which also followed our protocolBoth the nurse and account supervisor informed the patient that they would speak with Dr.H*** and address her monetary concernsThe patient was given yet another opportunity to address any remaining questions, but she denied doing so, and at this time she requested a refundThe patient was very rude when speaking to the nurse and to the account managerShe also threatened that she would create a negative impact on our businessUpon reviewing the patient's case and concerns of a monetary refund, DrH*** feels that our office followed protocol and that the patient received quality standard care for her post hospital follow up visitIf you have any further questions, please feel free to contact me at the number below