Quality Care Physical Therapy

Patient *** *is being charged a No Show Fee of $for 11/06/and a late CancellationFee of $for 11/18/At *** initial visit, she signed a form acknowledging that we have a NoShow Fee pf $and a $late cancelation fee if a patient cancels less than hours before
scheduledappointmentSee enclosedOn October 2nd *** Physical Therapist had a family emergency andwas not able to come into workWe called *** and left her a voicemail explaining the situation***ended up coming into the clinic that day and we apologized for her inconvenience to cancel herappointment and that we tried contacting herShe seemed upset and said "Well do I get a free pass?" Iwas a little shocked by that statement since her physical therapist was dealing with a family medicalemergencyI told *** that if she was dealing with a family emergency or if her kids were sick that shewould not be chargedOn October 23rd, *** called the day of her appointment to cancel herappointment because her kids were sickEven though it was not hours' notice we did not charge herfor the late cancelation since her children were sick*** No Showed her appointment on 11/06/2015and was charged the $fee per our signed agreement and left a voicemail on her phoneSheended up not coming in or calling us back that day*** called 11//to cancel her appointmenton 11/18/outside of the hours' noticeWe told her there would be a $late cancellation feesince the notice was less than hours of her scheduled appointment but would not charge her if wewere able to fill her appointment slot as stated on our cancelation agreement formWe have on recordthat she called around 1:33pm 11//and her appointment was scheduled for 8:30am on11/18/2015.As for the incident on12/4/*** came in to get her medical records, we were extremelypolite and apologetic for what she experienced with our clinicWhen we gave her the medical records,we explained to her that we have a separate billing office and that she would need to contact them forwhat we have billed to her insurance and even attached their business card to the recordsShe beganaccusing us that we had never called herWe discussed the situation and kept apologizing saying thatwe understand her frustration and that we don't know what else to tell her except she has a signedacknowledgement of our cancelation policyShe eventually left with her medical recordsShe came backinto the clinic a few minutes later with her phone and pulled up her voicemails saying that we had nevercalled herAgain we apologized and didn't know what else to say because she was visibly upsetWewere doing our best to keep the situation under control but things just escalated to the point where shewas almost yelling saying that we were going to stick to the storyWe told her she should check herphone records and that she could have deleted the voicemail by accidentBecause she was so rudewhen she left, one of our staff members ended up crying*** did call back to our office later in the dayto apologize for putting us "in that situation."
John PM***, PT, DPT
President/owner