I have reviewed the medical record logs and can see the
appointment was cancelled by one of our representatives on February 24th at 9:49 am for
the 4:30 pm appointment that
afternoon. At a later time in the day a different representative went in and applied the no...
show fee without understanding the
situation of why the appointment was cancelled late. It is our office
policy to charge a $35.oo fee if cancelled less than 24 hours or no
showing anappointment but due to the patients circumstances this would have and should have
been waived. She then arrived March 10th to be told
she must pay the$35.00 fe' e for her son to be seen and when she refused and
left was charged again. I understand her frustration with us and have taken off both of the $35.00 fees. This incident inspired me to talk to all of the representatives and further their
knowledge on how to handle
theses situations. As far as the waiting times at the appointment, the
medical record logs reflect the patient was checked in at 2:49 pm for a 2:30 pm appointment. That check in time would
be when our representative completed all information in the electronic chart and showed that the
patient was ready to be taken
back by the nurse. The patient was checked out at 3:33 pm after completing their visit with the doctor. I understand that they may have
arrived early to complete
paperwork as we do ask them to arrive 30 minutes early but there scheduled
appointment time stays the same as in this case was 2:30 pm.
I have reviewed the medical record logs and can see the
appointment was cancelled by one of our representatives on February 24th at 9:49 am for
the 4:30 pm appointment that
afternoon. At a later time in the day a different representative went in and applied the no...
show fee without understanding the
situation of why the appointment was cancelled late. It is our office
policy to charge a $35.oo fee if cancelled less than 24 hours or no
showing anappointment but due to the patients circumstances this would have and should have
been waived. She then arrived March 10th to be told
she must pay the$35.00 fe' e for her son to be seen and when she refused and
left was charged again. I understand her frustration with us and have taken off both of the $35.00 fees. This incident inspired me to talk to all of the representatives and further their
knowledge on how to handle
theses situations. As far as the waiting times at the appointment, the
medical record logs reflect the patient was checked in at 2:49 pm for a 2:30 pm appointment. That check in time would
be when our representative completed all information in the electronic chart and showed that the
patient was ready to be taken
back by the nurse. The patient was checked out at 3:33 pm after completing their visit with the doctor. I understand that they may have
arrived early to complete
paperwork as we do ask them to arrive 30 minutes early but there scheduled
appointment time stays the same as in this case was 2:30 pm.