New West Physicians

I am being charged for an office visit I never went to. I have a confirmation number of this mistake but am now receiving collection letters. The office does not handle billing issues so I had to call several number. Very unfriendly and chaotic office. Don’t use this physician group. They are a chain of offices not a private practice. Don’t go there. Zero stars

New West Physicians was founded in with the vision of providing the highest quality of care to patients in the [redacted] metro area Our team of providers located throughout offices strives each day to provide “Excellent Service, Every Patient, Every Time” While we apologize to [redacted] that we did not meet his expectations, we have made every effort to do so [redacted] ’s original visit for an annual physical was in July of While two payments were collected inadvertently, this was corrected within 30-days When he recently contacted our administrative office through a [redacted] complaint, we made every effort to identify the issue so that resolution would be possible It was determined that he felt he was charged for an annual physical and should have been charged for an office visit – a difference of $ In a letter date May 17, 2017, we refunded him the difference in a good faith effort even though our records indicate that he received a full physical In regards to [redacted] ’s statement about treatment of seniors, with all due respect, the senior population represents nearly 40% of our highly valued patients at New West In fact, New West conducts an annual survey through a third party, where we are benchmarked against national companies – 97% of our patients rank New West as “good” or “excellent” New West Physicians takes all patient comments seriously and our Director of Marketing & Public Relations is available to speak with any of our patients regarding the services that they receive

New West Physicians was founded in with the vision of providing the highest quality of care to patients in the Denver metro area Our team of providers located throughout offices strives each day to provide “Excellent Service, Every Patient, Every Time” While we have worked extensively with Mrand Mrs [redacted] to resolve the matter, he continues to hold New West Physicians responsible for monies owed to a third party vendor The amount in question is $ When patients come to New West Physicians and are in need of bloodwork, we draw the blood and send it to [redacted] , a third party and reliable vendor that processes the results - standard practice for primary care physicians In August of 2017, Mrs [redacted] came in for her annual physical and the standard bloodwork for a preventative visit, plus bloodwork needed for specific, pre-existing condition (Mrs [redacted] had one such condition) was ordered All patients, including Mrs [redacted] , sign the following forms (available upon request):Preventative Coverage Form states that the patient is responsible for lab work and should check with their insurance company Financial Policy of New West stating that it is the patient’s responsibility to verify what services are covered under their health plan Mrand Mrs [redacted] contacted New West Physicians when they received their bill from [redacted] in the amount of $accusing New West of improper billing codes We informed them that the correct codes were used and that they should check with their insurance company for an explanation As a courtesy, our office asked [redacted] to reprocess the insurance on the [redacted] ’ behalf with the same end result We continued to inform the [redacted] that it is their responsibility to know what their insurance covers and that the resolution of the matter was between them and [redacted] , not between the [redacted] ’ and New West Through attempted negotiations, the [redacted] became increasingly agitated and abusive to both the staff at New West Physicians and to the staff at [redacted] – calling times a day, yelling at staff, calling a cell phone late at night, etc The charge at [redacted] is in the appeals process New West Physicians takes all patient comments seriously and our Director of Marketing & Public Relations is available to speak with any of our patients regarding the services that they receive Kindest Regards, Barbara M [redacted] Director, Marketing & Public Relations

Complaint: ***
I am rejecting this response because:As stated previously, we were aware that the test we were charged for IS NOT covered 100% by our insurance. However, we didn't request the testMy wife brought in to that particular appointment, specific instructions on a printed 8.5" x 11" sheet as to the procedures we wished to be performed. I can think of no better way to communicate what we wanted from the appointment. The appointment was set up specifically for the purpose of getting the aforementioned piece of paper filled out and signed by the doctor. We requested nothing more or nothing less since my wife was under the supervision of a specialist monitoring the levels from the test that was requested inadvertently by DrV***She never requested and was never informed of the fact that these additional labs were going to be requested. There is no reason why this test should have been performed at the visit in question. We feel like this test was run "behind our back." If there is no effective communication from the doctor or the office, how could we even have the opportunity to check with our insurance prior? This is why we do not feel obligated to pay the balance from ***. Does this make sense? I keep trying to think of new ways to say the same thing in an effort to have you see this from our viewpoint. How would you feel if you got a bill for a service that wasn't requested?
Sincerely,
*** ***

New West Physicians was founded in 1994 with the vision of providing the highest quality of care to patients in the [redacted] metro area.  Our team of 100 providers located throughout 18 offices strives each day to provide “Excellent Service, Every Patient, Every Time”.  While we apologize to...

[redacted] that we did not meet his expectations, we have made every effort to do so.    [redacted]’s original visit for an annual physical was in July of 2016.  While two payments were collected inadvertently, this was corrected within 30-days.  When he recently contacted our administrative office through a [redacted] complaint, we made every effort to identify the issue so that resolution would be possible.  It was determined that he felt he was charged for an annual physical and should have been charged for an office visit – a difference of $62.40.  In a letter date May 17, 2017, we refunded him the difference in a good faith effort even though our records indicate that he received a full physical.  In regards to [redacted]’s statement about treatment of seniors, with all due respect, the senior population represents nearly 40% of our highly valued patients at New West.  In fact, New West conducts an annual survey through a third party, where we are benchmarked against national companies – 97% of our patients rank New West as “good” or “excellent”.    New West Physicians takes all patient comments seriously and our Director of Marketing & Public Relations is available to speak with any of our patients regarding the services that they receive.

New West Physicians was founded in 1994 with the vision
of providing the highest quality of care to patients in the Denver metro
area.  Our team of 125 providers located
throughout 18 offices strives each day to provide “Excellent Service, Every
Patient, Every Time”.  While we...

have
worked extensively with Mr. and Mrs. [redacted] to resolve the matter, he
continues to hold New West Physicians responsible for monies owed to a third
party vendor.  The amount in question is
$24.46.  When patients come to New West Physicians and are in need
of bloodwork, we draw the blood and send it to [redacted], a third party and
reliable vendor that processes the results - standard practice for primary care
physicians.  In August of 2017, Mrs.
[redacted] came in for her annual physical and the standard bloodwork for a
preventative visit, plus bloodwork needed for specific, pre-existing condition
(Mrs. [redacted] had one such condition) was ordered.  All patients, including Mrs. [redacted], sign
the following forms (available upon request):Preventative Coverage Form states that the patient is responsible for lab work and should check with their insurance company.  Financial Policy of New West stating that it is the patient’s responsibility to verify what services are covered under their health plan.  Mr. and Mrs. [redacted] contacted New West Physicians when
they received their bill from [redacted] in the amount of $24.46 accusing New West
of improper billing codes.  We informed
them that the correct codes were used and that they should check with their
insurance company for an explanation.  
As a courtesy, our office asked [redacted] to reprocess the insurance on
the [redacted]’ behalf with the same end result. 
We continued to inform the [redacted] that it is their responsibility to
know what their insurance covers and that the resolution of the matter was
between them and [redacted], not between the [redacted]’ and New West.  Through attempted negotiations, the [redacted] became
increasingly agitated and abusive to both the staff at New West Physicians and
to the staff at [redacted] – calling 10 times a day, yelling at staff, calling a cell
phone late at night, etc.   The charge at
[redacted] is in the appeals process.  New West Physicians takes all patient
comments seriously and our Director of Marketing & Public Relations is
available to speak with any of our patients regarding the services that they
receive.  Kindest Regards, Barbara M[redacted] Director, Marketing & Public Relations

Dear Mr. [redacted]:Prior to receiving your recent letter, I had left you 2 voice mails with my direct line; however, I have not received a response to date.I reviewed your response to our Revdex.com letter dated January 25, 2018. Attached per your request are the following forms that clearly state your responsibilities with regards to being responsible for verification of your insurance coverage and benefits.We have placed these 2 signed forms in the mail for your records. Sincerely,Lucie A. O[redacted]sChief Operating Officer