Nicole Hillen, LPC

It is unfortunate to hear of any patient's dissatisfaction with my office policies. For clarification purposes, I would like to explain in detail my office policies and the manner in which I assure the patient is aware of what they are agreeing to when they enter the counseling relationship.My...

office has a policy that clearly states that appointment cancellations given with less than 24 hours notice will be charged directly to the patient-this includes instances where no notice is given as well. This policy is spelled out in my office's consent form which all patients are required to read and sign prior to beginning counseling services. In addition, with compliance to the ACA Code of Ethics, I offer to every patient the option of receiving a verbal explanation of the policies and/or consent as well as the opportunity to ask any questions - some patients choose not to have the verbal explanation. At the end of the intake packet there is also an additional form that restates and summarizes all of the policies related to fees, payments, and cancellations; which again, all patients sign prior to services; and a copy of that form is for the patient to take home as personal reference. In addition, a sign is posted inside my office, in plain view, stating the cancellation policy. Even further, each time a patient attends an appointment, they are required to sign a form stating that they are aware of and agreeing to be responsible for any fees that are not covered by their insurance policy - this form is verbally explained in detail to every patient at every appointment. The policy also states that after multiple no-shows, late cancellations, and non-payment, counseling services are suspended.The reason that this office has a cancellation policy is because when a patient holds open an appointment but does not attend that appointment, they do not allow the opportunity for other patients who are in dire need for services-it is precisely the same reason that a retail store will not hold back items for indefinite periods of time without some financial accountability for those items. To address the statement that implies that with intention I do not appropriately inform patients of my policy so that I can profit from emergencies: I allow for emergencies when there is appropriate notice; however habitual cancellations that occur minutes before an appointment is to start or an hour after the appointment was to occur, I unfortunately see that as my office being taken advantage of as well as opportunities being stolen from others who are in desperate need of an appointment and able/willing to show up.In this particular circumstance to which the complaint was filed, all of the above procedure and protocol was followed as state. It is important to also note that a co-pay that was owed at the first appointment remained unpaid throughout the duration of multiple cancellations and rescheduling - my policy which is detailed in the consent form and supplemental policy summarization signed by the patient prior to receiving services, also states that all fees are due at the time of service (which clearly I compassionately forgave in good faith) and if the patient has any financial obligation, they cannot schedule another appointment until that debt is paid (which I also compassionately forgave and allowed reschedules). The end result is a bill to the patient for the co-pay and the two cancellation fees equaling to $199.40. The patient has paid the $20 co-pay leaving a remaining balance of $179.40.Because this situation seems to be so figural for the patient filing the complaint, I will waive the debt in this case. I do not see a reason to continue to battle over it as it causes everyone undue stress. If as the patient states, her emotional state is that of which she could not understand the consent form that she signed, I wish her the best and hope that this gesture helps her to flourish.