Phoenix Endoscopic Gastrointestinal Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below What [redacted] response fails to mention is that I did indeed did try to cancel the week prior to my appointment I telephoned her office the week prior and her answering machine said she and her staff were out out of the office on holiday and "NOT TO LEAVE A MESSAGE." How is it possible to run a public business with patients who cannot access their doctor? I made two attempts in good faith to cancel the appointment, one the week prior and one the day of, and I will not pay the $ Her office also has a responsibility to reasonably allow her patients to cancel and this did not happen with me Regards, [redacted]

We do agree out office was closed the week of September 1, to September 5, The patient's procedure was scheduled the following week on Thursday September 11, The patient called to cancel his procedure on Wednesday September 10, at 4:pm the day before, minutes before
office closing timePatient was informed about the hour cancellation policy as he had originally scheduled his procedure for August 22, At that time, he had called in an appropriate time frame, before the hours, to reschedule procedure for September 11, 2014.
Despite our office being closed for vacation, the patient had time to cancel his procedure: all day MondayBecause of office closure the week prior, we would have permitted him to cancel on Tuesday and even Wednesday morning without a feeThis was relayed by our office staff, ***, when patient had called to discuss the $fee.
Per the patients response to Revdex.com, he had agreed that he did not cancel his procedure until the day beforeTherefore, patient has not followed our office policy and will be charged $The reason for our policy is that we have a waiting list for other ill patients that need to come in and get procedures doneWhen we have adequate notification of a cancelled procedure, our office works very hard to fit another ill patient into that time slot.
I would hope that he can understand that this policy is done in an effort to help other patients who are trying to get in for procedures and get the care they need
Thank you for informing us of this patient's complaint
Sincerely yours,*** ** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In good faith I tried to cancel the week prior to my appointment.  I reached their recorded line which told me NOT to leave a message. I would not of known this unless I did so and this has been acknowledged by you.  It is your responsibility to allow for patient communication with the office staff and the doctor. You did not therefore I will not pay. It is irrelevant that I could of cancelled the following week. We are both busy, but it is you who broke the line of communication. The fact is you broke this line   is your own doing, therefore no responsibility lies with me.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
What [redacted] response fails to mention is that I did indeed did try to cancel the week prior to my appointment.  I telephoned her office the week prior and her answering machine said she and her staff were out out of the office on holiday and "NOT TO LEAVE A MESSAGE."  How is it possible to run a public business with patients who cannot access their doctor?  I made two attempts in good faith to cancel the appointment, one the week prior and one the day of,  and I will not pay the $100.00.  Her office also has a responsibility to reasonably allow her patients to cancel and this did not happen with me. 
Regards,
[redacted]

We do agree out office was closed the week of September 1, 2014 to September 5, 2014. The patient's procedure was scheduled the following week on Thursday September 11, 2014. The patient called to cancel his procedure on Wednesday September 10, 2014 at 4:15 pm the day before, 45 minutes before...

office closing time. Patient was informed about the 72 hour cancellation policy as he had originally scheduled his procedure for August 22, 2014. At that time, he had called in an appropriate time frame, before the 72 hours, to reschedule procedure for September 11, 2014. 

Despite our office being closed for vacation, the patient had time to cancel his procedure: all day Monday. Because of office closure the week prior, we would have permitted him to cancel on Tuesday and even Wednesday morning without a fee. This was relayed by our office staff, [redacted], when patient had called to discuss the $100 fee. 

Per the patients response to Revdex.com, he had agreed that he did not cancel his procedure until the day before. Therefore, patient has not followed our office policy and will be charged $100. The reason for our policy is that we have a waiting list for other ill patients that need to come in and get procedures done. When we have adequate notification of a cancelled procedure, our office works very hard to fit another ill patient into that time slot. 

I would hope that he can understand that this policy is done in an effort to help other patients who are trying to get in for procedures and get the care they need.

Thank you for informing us of this patient's complaint.

Sincerely yours,[redacted]

Please see attached.

We do agree out office was closed the week of September 1, 2014 to September 5, 2014. The patient's procedure was scheduled the following week on Thursday September 11, 2014. The patient called to cancel his procedure on Wednesday September 10, 2014 at 4:15 pm the day before, 45 minutes before...

office closing time. Patient was informed about the 72 hour cancellation policy as he had originally scheduled his procedure for August 22, 2014. At that time, he had called in an appropriate time frame, before the 72 hours, to reschedule procedure for September 11, 2014. 

Despite our office being closed for vacation, the patient had time to cancel his procedure: all day Monday. Because of office closure the week prior, we would have permitted him to cancel on Tuesday and even Wednesday morning without a fee. This was relayed by our office staff, [redacted], when patient had called to discuss the $100 fee. 

Per the patients response to Revdex.com, he had agreed that he did not cancel his procedure until the day before. Therefore, patient has not followed our office policy and will be charged $100. The reason for our policy is that we have a waiting list for other ill patients that need to come in and get procedures done. When we have adequate notification of a cancelled procedure, our office works very hard to fit another ill patient into that time slot. 

I would hope that he can understand that this policy is done in an effort to help other patients who are trying to get in for procedures and get the care they need.

Thank you for informing us of this patient's complaint.

Sincerely yours,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In good faith I tried to cancel the week prior to my appointment.  I reached their recorded line which told me NOT to leave a message. I would not of known this unless I did so and this has been acknowledged by you.  It is your responsibility to allow for patient communication with the office staff and the doctor. You did not therefore I will not pay. It is irrelevant that I could of cancelled the following week. We are both busy, but it is you who broke the line of communication. The fact is you broke this line   is your own doing, therefore no responsibility lies with me.

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

What [redacted] response fails to mention is that I did indeed did try to cancel the week prior to my appointment.  I telephoned her office the week prior and her answering machine said she and her staff were out out of the office on holiday and "NOT TO LEAVE A MESSAGE."  How is it possible to run a public business with patients who cannot access their doctor?  I made two attempts in good faith to cancel the appointment, one the week prior and one the day of,  and I will not pay the $100.00.  Her office also has a responsibility to reasonably allow her patients to cancel and this did not happen with me. 

Regards,[redacted]

Review: I was to have a colonoscopy last September. Unable to make the appointment, I telephoned to cancel the appointment the week prior. The answering machine said that the office was on holiday, and not to leave a message. The following week, I remembered that I still had not cancelled because the week before they were unreachable. So, the day before I was able to reach an office assistant, [redacted], who cancelled my appointment. She said OK nothing else was said.I was charged $100.00 for a no-show for my procedure.I did everything reasonable to contact this business in good faith, but when I called to question the $100 charge, she said this was the company policy and I had no choice but to pay the charge. I asked to speak to [redacted], but [redacted] said I could not.The burden of this charge is unreasonable. This business has a responsibility to give patient access to proper communication, therefore I will not pay this charge. I told [redacted] I expect a written notice that the this charge has been removed.Sincerely,[redacted]Desired Settlement: Written notice that the $100.00 charge has been removed from my account.

Business

Response:

We do agree out office was closed the week of September 1, 2014 to September 5, 2014. The patient's procedure was scheduled the following week on Thursday September 11, 2014. The patient called to cancel his procedure on Wednesday September 10, 2014 at 4:15 pm the day before, 45 minutes before office closing time. Patient was informed about the 72 hour cancellation policy as he had originally scheduled his procedure for August 22, 2014. At that time, he had called in an appropriate time frame, before the 72 hours, to reschedule procedure for September 11, 2014.

Despite our office being closed for vacation, the patient had time to cancel his procedure: all day Monday. Because of office closure the week prior, we would have permitted him to cancel on Tuesday and even Wednesday morning without a fee. This was relayed by our office staff, [redacted], when patient had called to discuss the $100 fee.

Per the patients response to Revdex.com, he had agreed that he did not cancel his procedure until the day before. Therefore, patient has not followed our office policy and will be charged $100. The reason for our policy is that we have a waiting list for other ill patients that need to come in and get procedures done. When we have adequate notification of a cancelled procedure, our office works very hard to fit another ill patient into that time slot.

I would hope that he can understand that this policy is done in an effort to help other patients who are trying to get in for procedures and get the care they need.

Thank you for informing us of this patient's complaint.

Sincerely yours,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

What [redacted] response fails to mention is that I did indeed did try to cancel the week prior to my appointment. I telephoned her office the week prior and her answering machine said she and her staff were out out of the office on holiday and "NOT TO LEAVE A MESSAGE." How is it possible to run a public business with patients who cannot access their doctor? I made two attempts in good faith to cancel the appointment, one the week prior and one the day of, and I will not pay the $100.00. Her office also has a responsibility to reasonably allow her patients to cancel and this did not happen with me.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In good faith I tried to cancel the week prior to my appointment. I reached their recorded line which told me NOT to leave a message. I would not of known this unless I did so and this has been acknowledged by you. It is your responsibility to allow for patient communication with the office staff and the doctor. You did not therefore I will not pay. It is irrelevant that I could of cancelled the following week. We are both busy, but it is you who broke the line of communication. The fact is you broke this line is your own doing, therefore no responsibility lies with me.

Regards,[redacted]

Business

Response:

Please see attached.