Keystone Eye Care Zodiac Optical

Dear [redacted] ,Thank you for letting us know of the issue with our patient described in ID [redacted] We place a high value on customer service and satisfaction in our office, and we are disappointed that this patient had a bad experience and was inconveniencedBeing a medical office, however, not a retail business, certain protocols and procedures are in place that we follow regardless of circumstancesThis is for the benefit of our patients, as well as the protection of our doctors and staff, and in some cases because of HIPPA rules.In this case, the patient showed up for an examination related to a concussion suffered in a car accidentBecause of these circumstances, the AUTO insurance carrier involved is usually being billed for the visit, NOT the patient's regular medical insuranceIn order to bill the auto insurance company, we need a claim numberThe patient in this case did not have the claim number available, so they were asked politely by our staff to try to obtain thatThe patient attempted to do so, but unfortunately was not able to get the claim number before it was time for us to close the office, and when they were asked to reschedule, they became upset and vociferous.We will be very happy to see this patient at any future time that works for both parties as long as they present to us the claim number needed to bill the examination at that timeWe sincerely apologize for any inconvenience caused to the patient, but the reality is that the situation was unavoidable given that the proper information was not made available to us by the patientIf you have any further questions or concerns regarding this complaint, we will be glad to address them.Sincerely,Shawyin Y.? MD

Dear *** ***,Thank you for letting us know of the issue with our patient described in ID ***We place a high value on customer service and satisfaction in our office, and we are disappointed that this patient had a bad experience and was inconveniencedBeing a medical office, however, not
a retail business, certain protocols and procedures are in place that we follow regardless of circumstancesThis is for the benefit of our patients, as well as the protection of our doctors and staff, and in some cases because of HIPPA rules.In this case, the patient showed up for an examination related to a concussion suffered in a car accidentBecause of these circumstances, the AUTO insurance carrier involved is usually being billed for the visit, NOT the patient's regular medical insuranceIn order to bill the auto insurance company, we need a claim numberThe patient in this case did not have the claim number available, so they were asked politely by our staff to try to obtain thatThe patient attempted to do so, but unfortunately was not able to get the claim number before it was time for us to close the office, and when they were asked to reschedule, they became upset and vociferous.We will be very happy to see this patient at any future time that works for both parties as long as they present to us the claim number needed to bill the examination at that timeWe sincerely apologize for any inconvenience caused to the patient, but the reality is that the situation was unavoidable given that the proper information was not made available to us by the patientIf you have any further questions or concerns regarding this complaint, we will be glad to address them.Sincerely,Shawyin Y. MD

Dear *** ***,Thank you for letting us know of the issue with our patient described in ID ***We place a high value on customer service and satisfaction in our office, and we are disappointed that this patient had a bad experience and was inconveniencedBeing a medical office, however, not
a retail business, certain protocols and procedures are in place that we follow regardless of circumstancesThis is for the benefit of our patients, as well as the protection of our doctors and staff, and in some cases because of HIPPA rules.In this case, the patient showed up for an examination related to a concussion suffered in a car accidentBecause of these circumstances, the AUTO insurance carrier involved is usually being billed for the visit, NOT the patient's regular medical insuranceIn order to bill the auto insurance company, we need a claim numberThe patient in this case did not have the claim number available, so they were asked politely by our staff to try to obtain thatThe patient attempted to do so, but unfortunately was not able to get the claim number before it was time for us to close the office, and when they were asked to reschedule, they became upset and vociferous.We will be very happy to see this patient at any future time that works for both parties as long as they present to us the claim number needed to bill the examination at that timeWe sincerely apologize for any inconvenience caused to the patient, but the reality is that the situation was unavoidable given that the proper information was not made available to us by the patientIf you have any further questions or concerns regarding this complaint, we will be glad to address them.Sincerely,Shawyin Y. MD