LeBauer HealthCare

Revdex.com: Thank you for bringing this matter to our attention and we have investigated the concern at the site to our best abilityWe have learned from this process and strive to continually improve service to our patients: Below are the findings from our follwith the employee who made the telephone call and the response to the concern: Follwith staff about call: Employee called number in our EMR to confirm new patient appointment for the following day.Gentleman who answered the phone stated that the patient was not in and asked if he could help.Employee stated that she was calling to confirm patient’s appointment for the following day.Gentleman stated that “she would not be able to make it.”Employee asked if he was sure because it would be a long time before we could reschedule and gentleman stated “yes, she will not be able to make it.”Employee cancelled the appointment.No PHI was given to the gentleman during this conversation Per employee, the conversation was only a few seconds, not minutesResponse to concern: The Practice Administrator from the site has reached out the patient via telephone and the patient has not returned the call as of 9-1-in follto the complaint received from the Revdex.com In follall sites within the CHMG LeBauer HealthCare - Primary Care group have reviewed the current process of cancellation of an appointment via a telephone encounter and the following process changes have been incorporated in the new policy/process to include verifying who we are speaking with before cancelling an appointment and documenting name of person that we spoke with We are also considering not officially cancelling the appointment until we speak directly with the patientPlease let me know if the Revdex.com requires any further follow-upRespectfully submitted, Roger R***Executive Director

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it No one has called me yet but I did contact [redacted] who informed me Dr [redacted] has recertified and also contacted Cone Health Medical Group who informed me we currently have a zero balance while they send the outstanding balance to [redacted] so I guess the process is workingThis is how the process was supposed to work from the beginning and we will pay the remaining balance once [redacted] pays their partThank you very much for getting involved and starting the resolution of this very frustrating experience

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Spoke with patient and resolved to her satisfactionThe testing was appropriate; however, patient was not educated properly on the tests being performedWe have improved our internal processes to ensure that this doesn't happen again

Ms***, Thank you for bringing this matter to our attentionI apologize for the inconvenience this has caused you and your familyOur billing department has rectified all the billing concerns you mentioned in the letter and someone from that office should be in contact with youBasically,
we refilled all of the claims and have confirmation from the insurer that all is now completed according to your policyAlso, your account will not go to collections from this incident. Please reach out to me if you have any further concerns. We value all of our patients and truly strive to deliver an exceptional customer experience all the time. Thank you for choosing LeBauer HealthCare and Cone Health for your family's healthcare. Respectfully submitted, Roger R***Cone Health Medical GroupExecutive Director***@conehealth.com336.663.5008 Roger JR*** Cone Health | Cone Health Medical Group Executive Director, Cone Health Medical Group Direct Dial: Website: conehealth.com

I am rejecting this response because:I have only the words and not the evidence that no pertinent information was relayed to the male on the phoneWhat male, what name? No one called my phone from LebauerLebauet needs to admit that their staff member spoke to a complete strangerMy name, the nature of my medical appointment is Pertinent to me and my safety in this age of fraud and predatory actionsThe tape of the conversation sent to Revdex.com is neededEspecially now, I need the $gags card for travel to my PCP in WinstonJulia from Lebauer, no last name left a message the week after complaint filed to say investigation has begunI advised Revdex.comNothing else, no other contactI need written apology from staff member via Revdex.comAn honest and expeditious resolution is requested*** * ***

Revdex.com: Thank you for bringing this matter to our attention and we have investigated the concern at the site to our best ability. We have learned from this process and strive to continually improve service to our patients: Below are the findings from our follow-up with the...

employee who made the telephone call and the response to the concern: Follow-up with staff about call: Employee called number in our EMR to confirm new patient appointment for the following day.Gentleman who answered the phone stated that the patient was not in and asked if he could help.Employee stated that she was calling to confirm patient’s appointment for the following day.Gentleman stated that “she would not be able to make it.”Employee asked if he was sure because it would be a long time before we could reschedule and gentleman stated “yes, she will not be able to make it.”Employee cancelled the appointment.No PHI was given to the gentleman during this conversation.  Per employee, the conversation was only a few seconds, not 15 minutes. Response to concern: The Practice Administrator from the site has reached out the patient via telephone and the patient has not returned the call as of 9-1-2017 in follow-up to the complaint received from the Revdex.com In follow-up all sites within the CHMG LeBauer HealthCare - Primary Care group have reviewed the current process of cancellation of an appointment via a telephone encounter and the following process changes have been incorporated in the new policy/process to include verifying who we are speaking with before cancelling an appointment and documenting name of person that we spoke with.  We are also considering not officially cancelling the appointment until we speak directly with the patient. Please let me know if the Revdex.com requires any further follow-up. Respectfully submitted, Roger R[redacted]Executive Director

Initial Business Response /* (1000, 5, 2015/11/24) */
Spoke with patient and resolved to her satisfaction. The testing was appropriate; however, patient was not educated properly on the tests being performed. We have improved our internal processes to ensure that this doesn't happen again.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.  No one has called me yet but I did contact [redacted] who informed me Dr. [redacted] has recertified and also contacted Cone Health Medical Group who informed me we currently have a zero balance while they send the outstanding balance to [redacted] so I guess the process is working. This is how the process was supposed to work from the beginning and we will pay the remaining balance once [redacted] pays their part. Thank you very much for getting involved and starting the resolution of this very frustrating experience.