Metropolitan ENT & Facial Plastic Surgery

To whom it may concern,This letter is to serve as response to the complaint patient submitted to Revdex.comPatient is disputing $cancellation fee for "unnecessary surgery",Patient was treated in our office for a period of years for a chronic medical conditionPatient was treated conservatively with no resultsSurgery had been a last resort and was discussed at length with patient and approved by the patient's insurance companyPatient called and cancelled days before having the SurgeryAs with all our procedures, we fully explain the benefits and risks and encourage Second opinionsPatient was made of aware of our cancellation policies and a Consent with her signature is on file along with approval from the insurance to perform the surgeryOur Cancellation policy is in place to prevent last minute cancellations where another patient can benefit from surgeryThe policy states: All who do not provide at least a 2-week advance notice to the surgical schedulers at Metro ENT prior to the Cancelling or rescheduling of their surgery will be subject to a $cancellation feeA full copy of our cancellation policy is attached, We are happy to work on balances with patients and many times waive fees per our discretionThis patient did not contact by calling or speaking to the office prior to this complaintThis $is a true balance and we stand by our policies and our plan of care, however we will waive this fee as a professional courtesyCollection efforts will cease immediately

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I do not agreeWhen
I was signing papers, it was not pointed out to me that there would
be three additional follcharges, just that I would need three
follappointments - the administrative representative did not
explain very much and asked me to sign all papersIf I had been made
aware of these additional costs, I would not have kept all my
appointments, especially the 3rd/last one that was not really necessary
In addition, after the first follappointment, I stopped by the
desk located near the exit and tried to submit a co-pay ($is
the usual co-pay for a specialist), but the lady (did not ask her name) sitting
at the desk told me I did not need to pay co-pays for po
appoints, so I thanked her and leftTherefore, I thought the
three follcosts were inclusive of the procedure cost
Otherwise, I would not have made or kept all of the three foll
appointments
Regards,
*** ***

Dear *** ***,
This is in response to a letter received from your office in reference to a complaint that was submitted to your office on 1/13/with an ID of ***After reviewing the medical charges and records of the consumer represented in this complaint, this
patient was made aware of the “additional financial liabilities” associated with the post operative follow up visits in which her insurance is applying a balance.In an effort to inform each patient of their possible out of pocket expenses and post operative care we review/provide a packet before the actual surgery is performedThis packet provides details as to what services will be provided, a estimate of benefits received from the patient’s insurance, post operative care instructions, and information as to expenses that may occur following surgeryThis seven page document is then signed by a patient in order to consent with surgeryThere is a detailed paragraph included in this document that provides information as to post operative follow visits and how they are billed, if necessary, to the patient’s insuranceWe intentionally request a patient initial specifically at the end of this paragraph to confirm they are aware of this informationThis consumer signed both the seven page document and initialed at the paragraph detailing this informationIf there is an issue as to the amount of the out of pocket expense, the patient would need to contact the insurance company directly as theyare the determining factor in this situationDue to HIPPA regulations I am not able to forward this signed document without the consent of this patient; however I have forwarded a copy of this response and this document directly to the consumerIf the consumer is having a financial hardship as a result of the additional $out of pocket expense, the patient may contact me directly at ###-###-#### to additional discuss this matterPlease contact me if there are any additional questions, information needed, or concerns.
Sincerely,Tasha D
Metropolitan ENT & Facial Plastic Surgery

To whom it may concern,This letter is to serve as response to the complaint patient submitted to Revdex.com. Patient is disputing $200 cancellation fee for "unnecessary surgery",Patient was treated in our office for a period of 3 years for a chronic medical condition. Patient was treated conservatively...

with no results. Surgery had been a last resort and was discussed at length with patient and approved by the patient's insurance company. Patient called and cancelled 2 days before having the Surgery. As with all our procedures, we fully explain the benefits and risks and encourage Second opinions. Patient was made of aware of our cancellation policies and a Consent with her signature is on file along with approval from the insurance to perform the surgery. Our Cancellation policy is in place to prevent last minute cancellations where another patient can benefit from surgery. The policy states: All who do not provide at least a 2-week advance notice to the surgical schedulers at Metro ENT prior to the Cancelling or rescheduling of their surgery will be subject to a $200 cancellation fee. A full copy of our cancellation policy is attached, We are happy to work on balances with patients and many times waive fees per our discretion. This patient did not contact by calling or speaking to the office prior to this complaint. This $200 is a true balance and we stand by our policies and our plan of care, however we will waive this fee as a professional courtesy. Collection efforts will cease immediately.

February 18, 2015Dear Patient/Consumer,We have been in business for over 15 years; we have gained the respect and trust of those in our community, We pride ourselves in maintaining excellent relationship with our patients/consumers, as communication is critical in our business,In regards to your complaint response:
As you know, insurances differ this is the reason we have a created a document with custom consent forms with multiple disclosures that require patient initials. This seven page document is described in length in our first response to this complaint. Our staff is trained to fully disclose all pertinent information to our patients/consumers. There will be times when patients/consumers have questions; we urge and welcome those patients to contact us. We keep an open door policy and most concerns are resolved with a phone call.
Your appointments are requested by your provider as he or she sees fit according to our standards of care and your specific plan of care, We are not in the business of billing unnecessary appointments.
We understand your concern and know that there is always room for improvement, as a professional courtesy we are adjusting your balance of $450 at this time. We will mail you a statement reflecting the adjustment.Please contact me if there are any additional questions, information needed, or concerns. 
Sincerely,Maria C
Office Manager