Sidney Eye Care Clinic

We are disappointed that we have received notification of a complaint regarding a patient’s experience at our facility. This complaint is inconsistent with our recollection of the events that occurred. Three appointments were made by the patients request and general information was
requested including insurance coverage. Patient stated that they have BCBS and asked if we were a provider. We responded yes, as we are a provider for BCBS. At no time was there a distinction that this was FEP Blue Vision. Therefore we would not have reason to be concerned about their insurance coverage. Once the patients arrived for scheduled appointments, we requested to see their insurance card in order to copy and collect informationAt the time of check-in, we discovered that the insurance information given at time of appointment creation was not accurateWe explained billing options to the patients. We offered to supply all information needed for the patients to submit their claim, or to submit on their behalf. The patients chose to submit charges on their own with the invoices we would provide. We were accommodating to see this family of patients out of their scheduled order to help alleviate discomfort for the children involved. Staff provided exams and testing thoroughly and professionally, even when the children were unsettled. Throughout the visit, the children were freely walking into restricted areas, played with our eyewear, frames, and fragile merchandise and even hit one of the doctors After the children had broken a glasses display and the many attempts by optical staff to contain potential damage and personal injury went unheeded, the optical staff called upon the optical manager to assist them in handling this situation. The optical manager respectfully and calmly approached the mother and her children and asked that they refrain from touching anything At this time, the mother became defensive and upset. Encounters and glasses orders were completed, payment received, and receipts given. At checkout, the patients received glasses prescriptions and requested their contact lens prescriptionThe optical manager attempted to retrieve the prescription for the patient, but due to a doctor directive of a trial period before finalization of the prescription, we were unable to provide it at time of service. We offered to mail the prescription as soon as it could be finalized by the doctor, and the patient become more agitated and upset, crying and raising her voiceShe then refused to talk to anyone from our office going forward at any time. The patients left the facility, and within minutes called in to give information for mailing the prescription. A few minutes later, we received another call to have their glasses orders cancelled and refunded. We complied immediately and the husband returned to receive the refund receipt. We later received another phone call by the patient to speak with an owner. An owner called the patients and had multiple phone conversations with both husband and wife in an attempt to resolve issuesThe first phone call with the owner was when the patient brought up having concerns about insurance coverage. As a courtesy to possibly further assist, we contacted the patient’s insurance company by phone and found out the patients actually didn’t even have FEP Blue Vision, they have Davis Vision which was chosen by them as their eye care insurance. As a courtesy we also informed them of the closest in network provider that would accept their insurance as we are also not a provider of Davis VisionIt is a patient’s responsibility to know what insurance plan they have signed up forWe respectfully decline the settlement request of the disputed amount, as this is the charge for the exams completed and the prescriptions given to patients as they requested. At no time has there been an issue brought to our attention regarding the quality of physician care

Complaint: ***
I am rejecting this response because:
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I feel my family and I were tricked to come in and use the service so they could steal our moneywhen we walked in our insurance was accepted when we went to check out our insurance was no longer acceptedThat is why we returned the glasses otherwise we would have had to pay dollarsAs professioanls ourselves we were appalled at the treatment by the staffBut our major complaint is with all the fraud with health care we don't want this to happen to others in the futureThey stole our money pretending to accept our insurance I hipethia doesnt happen to others
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