Old Dominion Medical Center

October 2015To whom it may concern,Thank you for bringing this complaint to our attention; customer feedback is a great way for us to improve patient care and customer service.It appears that *** *** is referencing a visit that HER HUSBAND had in our office for a physical exam by
using the verbiage "we" in her complaintIt should be noted that *** *** was not in the office on the day her husband showed up for his appointment*** *** made this appointment for her husband*** *** showed up for his appointment on the day he was scheduled but only wanted to have bloodwork done with an independent lab with whom we do not coordinate schedules nor make appointmentsHe was told that his appointment was for a physical and not bloodworkPhysical exams are lengthy and valuable appointment slots for providers*** *** refused his exam and verbally agreed to the "no show" fee if he left before the examination beganThere are many witnesses to this fact He was rude to our staff and caused a disturbance in the officeApparently, there was a miscommunication between **and *** *** that caused *** *** to become upsetShe stated in her phone call that, "She lives with him and knows how he can be."*** *** refused a thirty minute physical exam (which includes but is not limited to an EKG) that was made by his wifeOur office has a no-show policy that is clearly posted in our officeWe made every effort to accommodate *** *** so that he could carry through with the scheduled appointment; however, he was not interestedHe will be charged for the no-show fee.If I can be of any other assistance in this matter, please don't hesitate to call.Sincerely,Allen H MD

[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: Dr H***'s no show policy posted on the web site, or the sign at the front receptionist desk does not clearly reflect all of the terms when the fee can be assessed Typically a no show fee is assigned to patients who fail to reschedule, or do not show up for a scheduled appointment As reflected in the written letter the patient showed up for the scheduled appointment and had blood work done When the patient refused the EKG procedure, there was an uncomfortable and unprofessional interaction DrH*** and his office staff are in the service business It's unfortunate that a potential solution was not presented during the time of the appointment nor during a follow up telephone discussion
I was told by the office manager that the no show fee would be applied because she determined the patient was rude by refusing the EKG Typically an EKG isn't performed during a physical appointment especially when the patient is young, and does not have a medical history warranting the procedure
Since the patient showed up to the scheduled appointment, and there are documents proving blood work was done, I am asking DrH***'s office to waive the no show fee Refusal for an EKG procedure should not warrant a fee to be applied
Regards,
*** ***

October To whom it may concern,
Thank you for bringing this complaint to our attention; customer feedback is a great way for us to improve patient care and customer serviceIt appears that *** *** is referencing a visit that HER HUSBAND had in our office for
a physical exam by using the verbiage "we" in her complaintIt should be noted that *** *** was not in the office on the day her husband showed up for his appointment*** *** made this appointment for her husband*** *** showed up for his appointment on the day he was scheduled but only wanted to have bloodwork done with an independent lab with whom we do not coordinate schedules nor make appointmentsHe was told that his appointment was for a physical and not bloodworkPhysical exams are lengthy and valuable appointment slots for providers*** *** refused his exam and verbally agreed to the "no show" fee if he left before the examination beganThere are many witnesses to this fact He was rude to our staff and caused a disturbance in the officeApparently, there was a miscommunication between **and *** *** that caused *** *** to become upsetShe stated in her phone call that, "She lives with him and knows how he can be."*** *** refused a thirty minute physical exam (which includes but is not limited to an EKG) that was made by his wifeOur office has a no-show policy that is clearly posted in our officeWe made every effort to accommodate *** *** so that he could carry through with the scheduled appointment; however, he was not interestedHe will be charged for the no-show fee.If I can be of any other assistance in this matter, please don't hesitate to callSincerely,
Allen H MD

[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: Dr H***'s no show policy posted on the web site, or the sign at the front receptionist desk does not clearly reflect all of the terms when the fee can be assessed Typically a no show fee is assigned to patients who fail to reschedule, or do not show up for a scheduled appointment As reflected in the written letter the patient showed up for the scheduled appointment and had blood work done When the patient refused the EKG procedure, there was an uncomfortable and unprofessional interaction DrH*** and his office staff are in the service business It's unfortunate that a potential solution was not presented during the time of the appointment nor during a follow up telephone discussion I was told by the office manager that the no show fee would be applied because she determined the patient was rude by refusing the EKG Typically an EKG isn't performed during a physical appointment especially when the patient is young, and does not have a medical history warranting the procedure Since the patient showed up to the scheduled appointment, and there are documents proving blood work was done, I am asking DrH***'s office to waive the no show fee Refusal for an EKG procedure should not warrant a fee to be applied
Regards,
*** ***