StatClinix Urgent Care

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.Prior to my accepting and closing my Revdex.com compliant, I would like a revised billing statement or letter from Statclinix showing the $credit applied to my account and a zero balance Regards, [redacted]

Ms [redacted] Mr [redacted] was seen in our clinic on 3-25- I have reviewed his chart and spoken to the provider who treated him, the office manager, and had our medical director review this chart To date we have not received any complaints from Mr [redacted] regarding his dissatisfaction I was quite surprised to receive this complaint We do not believe that any unethical behavior was exhibited by the provider or staff involved in his care Mr [redacted] had been treated previously for the same problem and received the same treatment plan Dr [redacted] made some recommendations to the patient about low cost clinics which offer assistance to patients without healthcare coverageUnfortunately, we are unable to control their pricing structure, but the clinic we referred him to has a sliding scale payment structure based on a patients income Sometimes what patients perceive as “affordable” healthcare can be quite the opposite than what is the unfortunate reality of the situation Dr [redacted] has information about these practices, but is not employed by any of these practices We explained our pain management policy to the patient which includes not treating chronic pain issues or patients who currently under the care of pain control providers We will treat acute care situations and have many pain management options available for these patients Mr [redacted] was given a reasonable and appropriate care plan, treated with appropriate medications, and given referrals to providers who can help him manage his chronic condition We also made those referrals based on his healthcare situation and thought that we were doing that in his best interest since he is without healthcare We referred Mr [redacted] to a specialist who would be able to offer long term care for his issue We were not trying to dismiss him We have our pain management handout in several locations in our lobby and in each of our exams rooms I apologize that Mr [redacted] feels like he had a unpleasant experience That is never our intention to have patients leave our clinics feeling that way We wish Mr [redacted] the best of luck and should he need our help in the future we will be available for care Please let me know if you need anything further in order to resolve this issue [redacted] Director Of Operations StatClinix Urgent Care [redacted] ***, AZ [redacted] Office: ###-###-#### Fax: ###-###-#### Cell: ###-###-####

Our Chief Operating Officer, [redacted] spoke with [redacted] yesterdayand resolved this issue with her per her request She had notified us that she filed this complaint prior to her conversation with [redacted] We have contacted our billing office to improve their response time with patients due to this complaint We appreciate the opportunity to respond and feel that this matter has been resolved to the clients satisfaction Please let me know if I need to do anything further Thank You, [redacted] Director Of Operations

Thank you for the opportunity to resolve this issue. I have researched the claim history and did verify that a refund of $is due to Mr***'s daughter, ***. However, because his daughter is over and the guarantor on her own account the refund will be issued to her
directly. The insurance sent us their payment and it was posted to the account on 11-20-15. We didn't receive the EOB from the insurance until a few days later to indicate that the patient portion due was zero. I have requested that the refund be expedited and she should expect the payment shortly. Subsequently, Mr*** will also be receiving a $refund for his son who was seen. Thank you for bringing this to our attention and I apologize for the inconvenience. If you require further assistance please feel free to contact me directly at ***.
Thank You,
*** ***
Director of Operations
*** *** ***

A updated statement was mailed to Mrs*** reflecting the credit being applied to her account correctly and a zero balance on the account. I can supply a copy of the statement if needed. We hope that this will resolve this issue to Mrs*** satisfaction. Thank you for the opportunity to resolve this dispute.Respectfully,*** ***Director of OperationsStatClinix Urgent Care

Thank you for the opportunity to respond.  I have completed a thorough investigation and have concluded that our billing office didn't forward the complaint to our management team to review to address her Quality of Care concern.   I sincerely apologize for the delayed response and hope...

we can resolve this to her satisfaction.   I have authorized a refund of $164.70 per the request as a courtesy due to the communication delays.   I have asked that it be expedited on her behalf.   We will use this as a opportunity to review and improve our processes internally.   If there are any further concerns or issues she would like to discuss please feel free to have them contact me directly at [redacted].     
Respectfully,
Paula P[redacted]
Director Of Operations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,d 
[redacted]

Ms. [redacted]
 
Mr. [redacted] was seen in our clinic on 3-25-14.   I have reviewed his chart and spoken to the provider who treated him, the office manager, and had our medical director review this chart.   To date we have not received any complaints from Mr. [redacted] regarding...

his dissatisfaction.   I was quite surprised to receive this complaint.  We do not believe that any unethical behavior was exhibited by the provider or staff involved in his care.   Mr. [redacted] had been treated previously for the same problem and received the same treatment plan.  Dr. [redacted] made some recommendations to the patient about low cost clinics which offer assistance to patients without healthcare coverage. Unfortunately, we are unable to control their pricing structure, but the clinic we referred him to has a sliding scale payment structure based on a patients income.   Sometimes what patients perceive as “affordable” healthcare can be quite the opposite than what is the unfortunate reality of the situation.   Dr [redacted] has information about these practices, but is not employed by any of these practices.       We explained our pain management policy to the patient which includes not treating chronic pain issues or patients who currently under the care of pain control providers.   We will treat acute care situations and have many pain management options available for these patients.   Mr. [redacted] was given a reasonable and appropriate care plan, treated with appropriate medications, and given referrals to providers who can help him manage his chronic condition.   We also made those referrals based on his healthcare situation and thought that we were doing that in his best interest since he is without healthcare.   We referred Mr. [redacted] to a specialist who would be able to offer long term care for his issue.  We were not trying to dismiss him.  We have our pain management handout in several locations in our lobby and in each of our exams rooms.   I apologize that Mr. [redacted] feels like he had a unpleasant experience.   That is never our intention to have patients leave our clinics feeling that way.    We wish Mr. [redacted] the best of luck and should he need our help in the future we will be available for care.  
 
Please let me know if you need anything further in order to resolve this issue. 
 
[redacted]
Director Of Operations
StatClinix Urgent Care
[redacted]
[redacted], AZ [redacted]
Office: ###-###-####
Fax: ###-###-####
Cell: ###-###-####

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.Prior to my accepting and closing my Revdex.com compliant, I would like a revised billing statement or letter from Statclinix showing the $50.00 credit applied to my account and a zero balance.  Regards,[redacted]

Our Chief Operating Officer, [redacted] spoke with [redacted] yesterdayand resolved this issue with her per her request.   She had notified us that she filed this complaint prior to her conversation with [redacted].   We have contacted our billing office to improve their...

response time with patients due to this complaint.   We appreciate the opportunity to respond and feel that this matter has been resolved to the clients satisfaction.  Please let me know if I need to do anything further.  Thank You,[redacted]Director Of Operations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,d 

I was charged $270 for 3 minutes with a PA. I left in total disagreement with his treatment plan and will have to see another doctor as a consequence.

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.Prior to my accepting and closing my Revdex.com compliant, I would like a revised billing statement or letter from Statclinix showing the $50.00 credit applied to my account and a zero balance.  Regards,[redacted]

A updated statement was mailed to Mrs. [redacted] reflecting the credit being applied to her account correctly and a zero balance on the account.  I can supply a copy of the statement if needed.   We hope that this will resolve this issue to Mrs. [redacted] satisfaction.   Thank you for the opportunity to resolve this dispute.Respectfully,[redacted]Director of OperationsStatClinix Urgent Care

Ms. [redacted]

 

Mr. [redacted] was seen in our clinic on 3-25-14.   I have reviewed his chart and spoken to the provider who treated him, the office manager, and had our medical director review this chart.   To date we have not received any complaints from Mr. [redacted] regarding...

his dissatisfaction.   I was quite surprised to receive this complaint.  We do not believe that any unethical behavior was exhibited by the provider or staff involved in his care.   Mr. [redacted] had been treated previously for the same problem and received the same treatment plan.  Dr. [redacted] made some recommendations to the patient about low cost clinics which offer assistance to patients without healthcare coverage. Unfortunately, we are unable to control their pricing structure, but the clinic we referred him to has a sliding scale payment structure based on a patients income.   Sometimes what patients perceive as “affordable” healthcare can be quite the opposite than what is the unfortunate reality of the situation.   Dr [redacted] has information about these practices, but is not employed by any of these practices.       We explained our pain management policy to the patient which includes not treating chronic pain issues or patients who currently under the care of pain control providers.   We will treat acute care situations and have many pain management options available for these patients.   Mr. [redacted] was given a reasonable and appropriate care plan, treated with appropriate medications, and given referrals to providers who can help him manage his chronic condition.   We also made those referrals based on his healthcare situation and thought that we were doing that in his best interest since he is without healthcare.   We referred Mr. [redacted] to a specialist who would be able to offer long term care for his issue.  We were not trying to dismiss him.  We have our pain management handout in several locations in our lobby and in each of our exams rooms.   I apologize that Mr. [redacted] feels like he had a unpleasant experience.   That is never our intention to have patients leave our clinics feeling that way.    We wish Mr. [redacted] the best of luck and should he need our help in the future we will be available for care.  

 

Please let me know if you need anything further in order to resolve this issue. 

 

Director Of Operations

StatClinix Urgent Care

[redacted], AZ [redacted]

Office: ###-###-####

Fax: ###-###-####

Cell: ###-###-####

Thank you for the opportunity to resolve this issue.  I have researched the claim history and did verify that a refund of $315 is due to Mr. [redacted]'s daughter, [redacted].  However, because his daughter is over 18 and the guarantor on her own account the refund will be issued to her...

directly.  The insurance sent us their payment and it was posted to the account on 11-20-15.   We didn't receive the EOB from the insurance until a few days later to indicate that the patient portion due was zero.  I have requested that the refund be expedited and she should expect the payment shortly.   Subsequently, Mr. [redacted] will also be receiving a $15 refund for his son who was seen.     Thank you for bringing this to our attention and I apologize for the inconvenience.  If you require further assistance please feel free to contact me directly at [redacted]. 
 
Thank You,
 

Director of Operations

Our Chief Operating Officer, [redacted] spoke with [redacted] yesterdayand resolved this issue with her per her request.   She had notified us that she filed this complaint prior to her conversation with [redacted].   We have contacted our billing office to improve their...

response time with patients due to this complaint.   We appreciate the opportunity to respond and feel that this matter has been resolved to the clients satisfaction.  Please let me know if I need to do anything further.  Thank You,[redacted]Director Of Operations

Mr. [redacted] was seen in our clinic on 7-20-13.   We billed his insurance for the services received and the insurance replied that the patient would owe $100 towards deductible.  He was billed for those services on 9-4-13.  The patient called in on 9-25-13 and said he had paid the...

bill approximately 3-4 months ago.  When we asked what method of payment was used he replied that he had paid online with our online bill pay.  We responded that we had no record of the payment and asked what credit card was used.  He gave a vague answer of "[redacted] or [redacted]".  Our billing office tried to get specific information to research if a payment had been made so his account could be correctly noted and credited for the payment.  He would not supply any information or proof that a payment was in fact made.   He was argumentative on the phone.   On 10-2-13, 10-30-13, and 11-27-13 statements were mailed due to lack of payment.  No further follow up by the patient to provide proof of payment was given to the billing office.  Additionally, several phone calls were made to the patient to try to resolve the issue.   On 12-19-13, the account was sent to collections for lack of payment.  On 12-30-13 the patient called in and asked to speak to a supervisor.  He left a message for the call center supervisor.  The supervisor called him back and had to leave a message as well for the patient.   On 1-2-13, the patient called our clinic location and made the $100 payment.  It has been processed and applied to his account.   We had at that time pulled his account from collections to try to work with him and satisfy his request.  All collection account fees have been waived and the account has a zero balance.  At this time we feel this has been handled and resolved to the patient's satisfaction and to our satisfaction.  Our intention was always to work in a business like manner to resolve the issue.  If a payment has been made in error and Mr. [redacted] is able to provide proof we will be happy to research and make any adjustments and/or refunds needed.   Thank you for your time.Sincerely,[redacted]Director of OperationsStatClinix Urgent Care