Pain Relief Center

Business Response to a ComplaintComplaint ID#:***Company Name:Pain Relief CentersCompany Contact:***Company Phone:Company Email:***Person Who Sent the Complaint:***Staff Member:Response:On 02/21/2020 the patient arrived to the office and was advised he had a 3.00 copay. He said he did not have the copay to give and per the office policy was advised that he would need to reschedule. This policy is clearly posted at the sign in window. He was also advised by the front desk rep that there was a balance, as we try to let all patients know of any outstanding balances and the ability to set up payment plans if needed. He became very belligerent with the lady sitting there at which point she went to get the manager. When the manager approached, he immediately began yelling about how he was told that he would only have to pay 88.00 when he had no insurance coverage for his previous visits. He was then advised by the manager that the 88.00 amount is an upfront copay that is required for all patients that do not have insurance, and the other charges for services will be billed. He became verbally abusive and demanded to speak to the physician. The physician did not feel comfortable speaking as she does not handle billing issues and based off his demeanor, as he could be heard yelling to the back of the office. He said he had never received a bill and the manager did indeed apologize and assured him that no collection agency efforts would take place and he is not required to pay in full but a self-pay patient is responsible for the full charges of any services rendered and can make payments. He continued to yell at the manager and calling names to her. She still stood there allowing him to demand to talk to "one of the old people that was here before." She apologized again for the confusion, but it was impossible to only pay 88.00 to see the physician and receive injections based off the charges for those services. The manager printed off a ledger to go over with the patient and explained that how the charges work when it’s self-pay versus insurance. She went over that there is an upfront copay and if he had insurance then the remaining total would have been sent to his insurance for them to make any adjustments or payment on his behalf and depending on his plan benefits he could still have a patient responsibility that would have been billed to him. However, since he had no insurance coverage to bill the balance goes to the patient, and this is an industry standard. He then demanded to be discharged from the practice. The manager said she would process his request, and have it signed and mailed out to him the same day. As noted in the patient's complaint and the names he chose to use in his complaint this is the same behavior he exhibited in the office. The treatment of our staff is the same we expect to be given to the patients, that everyone is indeed treated respectfully. The patient was apologized to on multiple occasions and the manger never spoke to him in the same manner that he spoke to her. He has been asked to not return to the practice due to his behavior on the date referenced. We strive to provide the best quality service to all our patients and although we realize that some patients have financial burdens and medical bills can be frustrating, we do our best to work with our patients offering several methods to help resolve any outstanding balances.
Sent on: 2/26/2020 3:15:09 PM