Mid-Atlantic Behavioral Health

tn reference to your Revdex.com complaint 10 [redacted] I wanted to follow up on your concerns regarding your appointment with one of our doctors on 07/18/14.  It was discovered 2 days prior on 07/16/14 that your appointment  had been double booked  with a new patient appointment;  the...

new patient had been scheduled  first so therefore  your appointment  needed to be rescheduled. The receptionist that discovered the error did Indeed change the appointment from 1:30p to 11:30am early In the day not realizing that our automated confirmation calls had already gone out with the 1:30p time. Typically whenever a change is made In the system our automated dialing system would send out the updated time however there was an error In the file that wasn't allowing the new appointment time to regenerate In their system, not allowing the updated time to be sent to the patient.  The problem was discovered on
Friday July 18, 2014 and was being worked on by both our IT department and the company that we contract with to deliver our automated appointment calls. This Issue has now been resolved. We always strive to put an extra measure In place with a follow up personal phone call letting you know the time change; however It does not appear that this was done In your case, All staff has been briefed concerning this occurrence and new procedures ha been put In place
Please be assured that there ts no charge on your account for this appointment so there Is not a $50.00 charge to dispute.  Additionally  as requested all of your future appointments have been cancelled.
Please accept this letter as our apology to you for not properly communicating the change in your appointment time that we made.

Review: I made an appointment. The office confirmed an appointment for 1:30pm when it was made and by voicemail 2 days before the appointment. I arrive for the appointment and they tell me I do not have appointment at 1:30pm. Instead they tell me it was at 11:30am. My appointment was changed to a time I couldn't make without any warning or notice and someone else had been booked at my scheduled time. They are always late. They give incorrect information. They are extremely unprofessional and the front desk staff is unwilling to assist or to take accountability for their errors. Not only did they not call me to tell me they changed the appointment they didn't call me tell me I missed it thought I'm sure they will try to bill me for it soon. They also do no keep accurate records for their billing.Desired Settlement: I am requesting a billing adjustment to reflect a refund on the appointment they rescheduled without my knowledge. I would also like a letter of apology and to have all future appointments cancelled.

Business

Response:

tn reference to your Revdex.com complaint 10 [redacted] I wanted to follow up on your concerns regarding your appointment with one of our doctors on 07/18/14. It was discovered 2 days prior on 07/16/14 that your appointment had been double booked with a new patient appointment; the new patient had been scheduled first so therefore your appointment needed to be rescheduled. The receptionist that discovered the error did Indeed change the appointment from 1:30p to 11:30am early In the day not realizing that our automated confirmation calls had already gone out with the 1:30p time. Typically whenever a change is made In the system our automated dialing system would send out the updated time however there was an error In the file that wasn't allowing the new appointment time to regenerate In their system, not allowing the updated time to be sent to the patient. The problem was discovered on

Friday July 18, 2014 and was being worked on by both our IT department and the company that we contract with to deliver our automated appointment calls. This Issue has now been resolved. We always strive to put an extra measure In place with a follow up personal phone call letting you know the time change; however It does not appear that this was done In your case, All staff has been briefed concerning this occurrence and new procedures ha been put In place

Please be assured that there ts no charge on your account for this appointment so there Is not a $50.00 charge to dispute. Additionally as requested all of your future appointments have been cancelled.

Please accept this letter as our apology to you for not properly communicating the change in your appointment time that we made.