Redemption Psychiatry, LLC

Response to complaint # ***We are very upset to hear that this patient, Jennifer Lybarger, had a negative experienceAfter reviewing this complaint, I found that she did indeed call to notify the office that she was going to be late due to a traffic incidentWe are certainly understanding of
this and have waived the $no-show/late cancellation fee that occurredThis is an exception to our policy since she has had another no-show fee/late cancellation fee waived previously. Unfortunately, Jennifer’s appointment was the last appointment of the day for Mark Wesbrock, PMHNP and she was minutes late for a 20-minute appointmentIt is unreasonable to expect any doctor or other provider to extend their hours at the last-minute due to a patient running lateIf it were possible I am sure he would have but he has other obligations and must adhere to his schedule. In her complaint, she stated that she pays $every time she sees Mark but in fact the contracted rate with her insurance is only $of which she has only paid that amount one time due to having a deductible planMost frequently she paid only $There was one payment for an acharge of therapy in the amount of $on 4/25/She should be receiving EOB’s from her insurance to know exactly what has been charged and what her responsibility is.We understand that it is difficult to find a psychiatric provider in the community and we do our best to be a resource and to provide excellent careWe are sympathetic to patients and their families and wish nothing more than to provide excellent service.To resolve this matter, we are willing to issue an apology letter from the Administration to Jennifer for the “rude” staff, waive her late cancellation fee of $and refund the amount of $that was applied to the acharge from 4/25/We will do this provided that her complaint does not affect our rating with the Revdex.comIf she is not willing to remove the complaint then we will follow our policies in this matter.Daniel F*Executive AdministratorRedemption Psychiatry

Redemption Psychiatry always does its best to provide excellent customer service and quality doctor visits. In order to do this, our office does not double book or over book our appointment times. Our doctors set aside a specific time for our patients and in order to keep quality patient
care, patients must arrive at our office at their scheduled time. This is explained to every patient when initially scheduling services with our office. If a patient arrives more then five minutes late to their appointment, there is a possibility that the doctor may not be able to see the patient at that time. This does result in a fee of a missed appointment. Our policies and procedures posted online for patients, clearly states this policy. As the patient did not give their information in their complaint, our office is unable to review their account for possible discrepancies. With that being said, due to HIPPA, we still could not give any more information in this response as the information is considered private and protectedThe patient can however contact *** extension *** and speak directly to *** *** who is the business manager. He will do his best to resolve this issue in a timely and efficient manner.Thank you for your time,Dr*** *** MD

Response to complaint # [redacted]We are very upset to hear that this patient, Jennifer Lybarger, had a negative experience. After reviewing this complaint, I found that she did indeed call to notify the office that she was going to be late due to a traffic incident. We are certainly understanding of...

this and have waived the $75.00 no-show/late cancellation fee that occurred. This is an exception to our policy since she has had another no-show fee/late cancellation fee waived previously. Unfortunately, Jennifer’s appointment was the last appointment of the day for Mark Wesbrock, PMHNP and she was 20 minutes late for a 20-minute appointment. It is unreasonable to expect any doctor or other provider to extend their hours at the last-minute due to a patient running late. If it were possible I am sure he would have but he has other obligations and must adhere to his schedule. In her complaint, she stated that she pays $150 every time she sees Mark but in fact the contracted rate with her insurance is only $123.70 of which she has only paid that amount one time due to having a deductible plan. Most frequently she paid only $24.74. There was one payment for an add-on charge of therapy in the amount of $75.00 on 4/25/2016. She should be receiving EOB’s from her insurance to know exactly what has been charged and what her responsibility is.We understand that it is difficult to find a psychiatric provider in the community and we do our best to be a resource and to provide excellent care. We are sympathetic to patients and their families and wish nothing more than to provide excellent service.To resolve this matter, we are willing to issue an apology letter from the Administration to Jennifer for the “rude” staff, waive her late cancellation fee of $75.00 and refund the amount of $75.00 that was applied to the add-on charge from 4/25/16. We will do this provided that her complaint does not affect our rating with the Revdex.com. If she is not willing to remove the complaint then we will follow our policies in this matter.Daniel F[redacted]Executive AdministratorRedemption Psychiatry

Redemption Psychiatry always does its best to provide excellent customer service and quality doctor visits.  In order to do this, our office does not double book or over book our appointment times.  Our doctors set aside a specific time for our patients and in order to keep quality patient...

care, patients must arrive at our office at their scheduled time.  This is explained to every patient when initially scheduling services with our office.  If a patient arrives more then five minutes late to their appointment, there is a possibility that the doctor may not be able to see the patient at that time.  This does result in a fee of a missed appointment.  Our policies and procedures posted online for patients, clearly states this policy.  As the patient did not give their information in their complaint, our office is unable to review their account for possible discrepancies.  With that being said, due to HIPPA, we still could not give any more information in this response as the information is considered private and protected. The patient can however contact [redacted] extension [redacted] and speak directly to [redacted] who is the business manager.  He will do his best to resolve this issue in a timely and efficient manner.Thank you for your time,Dr. [redacted] MD