Innovative Psychological Consultants

Initial Business Response /* (1000, 8, 2015/08/12) */
Thank you for bringing this to our attention and I appreciate that your agency takes the times to seek out both perspectives. The nature of our business makes it difficult to address complaints with the Revdex.com. Given the highly sensitive nature of...

our work and the HIPAA laws we are governed by, a response to this complaint would effectively acknowledge that we know the complainant and that they received services at our clinic, which would be a breach of confidentiality. Rest assured we do have an internal process of dealing with complaints and make every effort to seek resolution with our clients. We would be eager to share with you our efforts to resolve the matter, provided Ms. [redacted] is willing to sign a release of information consent form authorizing us to communicate with the Revdex.com about her alleged matter. I realize that creates more work for you, but we hope you are willing to seek it out. Ms. [redacted]'s willingness to sign a release, or not, may also reflect to validity of her complaint. I've attached a release that she would need to sign and return to us, or the Revdex.com so you could provide it to us, at which point we can share the details of what transpired and how we attempted to resolve it specific to this client.
In addition to my earlier response, I can speak generically about how we address all client issues. We have an "informed consent agreement" that all clients are provided in writing, which is also discussed and covered during their first session, and they all sign it stating they understand the terms. We keep meticulous records and notes when it comes to cancellations, no shows, as it to the date, time, and nature of the cancellation. Obvious exceptions to our policy include cars breaking down, weather interference, and day care problems. I've attached the agreement that all clients sign for your review. Please see page 4 of this document discussing missed appointments. I hope this helps and may in itself exonerate our agency of the allegations being made. If not, please have the client sign the attached release and we can then discuss exactly what transpired.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need a copy of the release as I am willing to sign it. When one is sick on a Sunday which carries into a Monday one cannnot give 24 hrs notice nor when I am the only one that shows up in my business unit , especially since clients come first. they have not even responded to meet me over halfway or halfway . I fee their response is mumble... I am familiar with
Hippa and the face I was ill and had issues at work really do not fall into that catogory as long as they do not provide. details. I have heard employees discussing patients within hearing distance of other patients. That is the breech of Hippa. Please send me the form. I will sign it.
Thank You
[redacted]
Final Consumer Response /* (3000, 15, 2015/11/30) */
please see the attached release form signed by the complainant allowing for a response to be provided to Revdex.com.
Final Business Response /* (4000, 17, 2015/12/01) */
[redacted] was seen by one of our clinicians, Tara, [redacted], LICSW. Tara takes time at the beginning of each new session to explain how therapy work, what to expect, and spends time discussing the late cancellation and no show policy. Tara impresses upon clients that issues such as illness, weather, or hospitalizations are situations where a client may not be charged, but that work related issues are not an acceptable excuse for missing appointments. All client are provided written documentation of this as well, as can be found on page 4 of our attached informed consent document, which Ms. [redacted] signed indicating her understanding and agreement with our policy. On the morning of June 22, 2015 Ms. [redacted] called our office to cancel her appointment for the same day indicating she had a work situation that would impact her ability to make the appointment. In accordance with our policy, and what the therapist informed her of, she was charged a late cancellation fee. Ms. [redacted] then missed her very next appointment with Tara on July 6, 2015, leaving a message citing a "family situation" that was not elaborated upon. She was charged for this missed appointment as well. Ms. [redacted] called in 3 weeks later on July 30, 2015 to contest both late cancel charged appointments. Administrative staff conferred with Tara and the therapist agreed to reduce one of the missed appointment charges by half. This resolution was apparently unacceptable to Ms. [redacted] and she filed her initial complaint with the Revdex.com on the same day. Ms. [redacted]'s complaint erroneous alleges we have charged her a monthly $10 late fee. Ms. [redacted] was charged one late fee of $10, per invoice, that was over a month past due. No additional charges were assessed. This in accordance with our policies for how all late client invoices are treated. Our company responded immediately to the complaint from the Revdex.com, however Ms. [redacted] was initially unwilling to sign a release of consent allowing us to share her information with the Revdex.com in July/August. The initial Revdex.com complaint was closed/dismissed and on September 13, 2015 a final notice was sent to Ms. [redacted] for her outstanding balance. On September 28, 2015 we received a letter from Ms. [redacted] with a note written on her invoice stating she wanted to work with us on the matter. Our business office called and left her a message requesting she contact us to discuss matters further. No further contact was made by Ms. [redacted] and on November 15, 2015 we turned her account over to collections for non-payment. We presume that recent contact from our collections vendor has prompted Ms. [redacted] to initiate further involvement with the Revdex.com. We believe Ms. [redacted] was duly informed of our policies, and we made efforts to meet her in the middle by reducing justified charges. Attempts were made to continue working with Ms. [redacted] despite her Revdex.com complaint and social media posts about our company. Ms. [redacted]'s failure to respond resulted in her account being turned over to a collection agency. We believe we did everything we could to work with Ms. [redacted] on this matter.