I have read the second response and agree with a few points. I do think the patient likely called a few times to try and figure out what course to take on her medicine/physical. I think the phone call message was then passed on to one of the providers who read it as needing a refill and therefore responded with it as such along with asking for an appointment. Regardless, there was confusion/miscommunication during this process. An appointment was made. There is no doubt on this. First, it is there on the schedule. Second, a no-show fee can't be charged without an appointment. Now, it very well could have happened that the patient didn't know she had an appointment. However, we have to talk to the patient about what time works best for them and all appointments are made during a conversation with the patient. This is why we have grace on the no-show fee. Things happen. However, this requires a patient to call us instead of filing a complaint within a day of getting the bill. I again called the patient and left a message to call us to hopefully resolve this. I don't think the patient was trying to get out of coming in. I do think it was justified to ask the patient to come in though based on the time frame of the last appointment and I think the patient has no issue with this. I know she is frustrated with us. I know she is mad that she got a bill for something she didn't think was even on the books. However, in the end, we did get her the medication, we did set up an appointment and forgive her no-show fee.[redacted]
Complaint: [redacted]
I am rejecting this response because:i have not not yet received paperwork showing a zero balance and that there are no charges pending for May.
Sincerely,
[redacted]
Our office spoke with the patient after the complaint was filed. We discussed the miscommunication that had occurred between us and the patient. We did have an appointment scheduled for her and per our records this was done with the very first phone call. We did in fact go out of...
our way to make sure she had her medication prior to the appointment which was the whole point of her needing to come in. To get this medication approved and sent, especially after how long it had been since we had seen the patient, it required a few steps which could be what the patient is inferring in the complaint about multiple phone messages. She did not show up for her appointment. Per our office policy, which the patient signed, a no-show fee was applied. As a courtesy to our patients, we always forgive the first time offense if a patient simply call us. We asked the patient to call us next time she has an issue rather than file a formal complaint the day after receiving a bill. In essence, the patient called for a refill. We told her she needed an appointment. She got the refill and didn't show up for her appointment. Then filed a complaint when she was charged a no-show fee, which we would have been forgiven anyway, if she had just called us first. I believe we have cleared the air with the patient and gave her the direct line to a manager in case she has any issues in the future.
I have read the second response and agree with a few points. I do think the patient likely called a few times to try and figure out what course to take on her medicine/physical. I think the phone call message was then passed on to one of the providers who read it as needing a refill and therefore responded with it as such along with asking for an appointment. Regardless, there was confusion/miscommunication during this process. An appointment was made. There is no doubt on this. First, it is there on the schedule. Second, a no-show fee can't be charged without an appointment. Now, it very well could have happened that the patient didn't know she had an appointment. However, we have to talk to the patient about what time works best for them and all appointments are made during a conversation with the patient. This is why we have grace on the no-show fee. Things happen. However, this requires a patient to call us instead of filing a complaint within a day of getting the bill. I again called the patient and left a message to call us to hopefully resolve this. I don't think the patient was trying to get out of coming in. I do think it was justified to ask the patient to come in though based on the time frame of the last appointment and I think the patient has no issue with this. I know she is frustrated with us. I know she is mad that she got a bill for something she didn't think was even on the books. However, in the end, we did get her the medication, we did set up an appointment and forgive her no-show fee.[redacted]
Complaint: [redacted]
I am rejecting this response because:i have not not yet received paperwork showing a zero balance and that there are no charges pending for May.
Sincerely,
[redacted]
Our office spoke with the patient after the complaint was filed. We discussed the miscommunication that had occurred between us and the patient. We did have an appointment scheduled for her and per our records this was done with the very first phone call. We did in fact go out of...
our way to make sure she had her medication prior to the appointment which was the whole point of her needing to come in. To get this medication approved and sent, especially after how long it had been since we had seen the patient, it required a few steps which could be what the patient is inferring in the complaint about multiple phone messages. She did not show up for her appointment. Per our office policy, which the patient signed, a no-show fee was applied. As a courtesy to our patients, we always forgive the first time offense if a patient simply call us. We asked the patient to call us next time she has an issue rather than file a formal complaint the day after receiving a bill. In essence, the patient called for a refill. We told her she needed an appointment. She got the refill and didn't show up for her appointment. Then filed a complaint when she was charged a no-show fee, which we would have been forgiven anyway, if she had just called us first. I believe we have cleared the air with the patient and gave her the direct line to a manager in case she has any issues in the future.