Renton Dental Arts

The patient has signed our office policy form that does inform patients that we ask for business hours to cancel any appointment to avoid a cancellation chargeThe patient did come in to the office for an abscess At that time patient was given a formal estimate of the treatment needed and what her dental insurance would cover and what her out of pocket would be We did tell the patient at that time that we would also attempt to bill out her medical insurance and that we did not expect to get a payment from them but would bill the dental insurance and would also bill the medical insurance We told her that she should plan on paying per the estimate that she was given Patient scheduled this treatment with the full knowledge of treatment needed and the financial estimate given.She cancelled on Thursday March 30th for a Monday April 3rd appointment Our business hours are Monday-Thursday Cancelling on a Thursday for a Monday appointment is less than business hours noticeDocumentation is attached By the way, this email is the first notice that we have received regarding Ms ***'s complaintThank you, DannetteOffice ManagerRenton Dental Arts

Complaint: [redacted] I am rejecting this response because:They call me and leave me a message to remind me go to the appointment on Thursday at am, I called back at pm and respond to the message and let them know I would like to request reschedule The receptionist said no, I can't reschedule I must show up on Monday To my understanding business hours is Monday through Friday They can call me on Thursday and I responded the same day and they not accept my reschedule Due to the insurance not respond back to them that's the reason why I am request reschedule Which is I believe it's not fair for me I need someone can involves to interpret from Thursday to Monday They said not enough time to reschedule for teeth pull For the impact of my financial, I have to plan after my teeth pull , the care of the crowns and the bridge (teeth link together ) The bone graph, the inplants These are not small impact on my life, but they not giving me a choice Since I not able to come on the next Monday, that is why I told the receptionist to cancelled the appointment Unreasonable was I Can not Call To Reschedule On The Same Day They Call Me Sincerely, [redacted] ***

There appears to be a misunderstanding as to what "business hours" are Each business owner can direct the hours of their own business Our business hours are listed as Monday - Thursday am to pm Patients are well aware of the business hours of our office as well as the office policies regarding cancellations of appointments As previously sent, Ms *** has signed our office policy form Our office provides "courtesy" emails and text messages as a convenient reminder to our patients Patients may respond with a "C" to confirm or a "P" for requesting a phone call The 'P" does not mean that anyone is cancelling it means that a patient has requested to be called regarding this appointment When we get a "P" as a response we call the patient and leave a message or speak to them directly to discuss any needs or concerns When we do not get a "P" or "C" from a patient we will make a courtesy call to the patient business day prior to the appointment to confirm In the case of Ms ***, she responded with a "P" on 3/29, we called and left a message for her When we did not hear back, we called on 3/at am as she stated and left her another message She called back during our posted lunch hour of 1-pm and left us a message.For the sake of argument, if our business hours were Monday - Friday, cancelling an appointment for a Monday at 9:am by leaving a message at pm on Friday, would not be hours and would still be subject to the fee.I have included the screen shots of our confirmations, Ms ***'s responses, and of the chart notes regarding scheduling and cancelling this appointment I am not sure why Ms *** would schedule appointments if her finances were an issue As previously stated we gave Ms *** a clear estimate of her out of pocket cost and explained that medical insurance coverage for her dental treatment is no guarantee

The patient has signed our office policy form that does inform patients that we ask for 48 business hours to cancel any appointment to avoid a cancellation charge. The patient did come in to the office for an abscess.  At that time patient was given a formal estimate of the treatment...

needed and what her dental insurance would cover and what her out of pocket would be.  We did tell the patient at that time that we would also attempt to bill out her medical insurance and that we did not expect to get a payment from them but would bill the dental insurance and would also bill the medical insurance.  We told her that she should plan on paying per the estimate that she was given.  Patient scheduled this treatment with the full knowledge of treatment needed and the financial estimate given.She cancelled on Thursday March 30th for a Monday April 3rd appointment.  Our business hours are Monday-Thursday.  Cancelling on a Thursday for a Monday appointment is less than 48 business hours notice. Documentation is attached.  By the way, this email is the first notice that we have received regarding Ms [redacted]'s complaint. Thank you, DannetteOffice ManagerRenton Dental Arts

Complaint: [redacted]
I am rejecting this response because:They call me and leave me a message to remind me go to the appointment on Thursday at 11 am, I called back at 1 pm and respond to the message and let them know I would like to  request reschedule.  The receptionist said no, I can't reschedule.  I must show up on Monday.  To my understanding business hours is Monday through Friday.  They can call me on Thursday and I responded the same day and they not accept my reschedule.   Due to the insurance not respond back to them that's the reason why I am request reschedule.   Which is I believe it's not fair for me.  I need someone can involves to interpret from Thursday to Monday . They said not enough time to reschedule for teeth pull.  For the impact of my financial,  I have to plan after my teeth pull , the care of the crowns and the bridge  (3 teeth link together ).  The bone graph,  the inplants.  These are not small impact on my life, but they not giving me a choice.  Since I not able to come on the next Monday,  that is why I told the receptionist to cancelled the appointment.   Unreasonable  was  I Can not Call To Reschedule On The Same Day They Call Me . 
Sincerely,
[redacted]