Sterling Dental Care

This patient was seen at our office with the Chief Complaint of pain in the upper left quadrant.  Statements from other personal handling call and financial arrangements will follow.Pat was given an Oral and Radiologic Exam.  Diagnosis was and acute abcess due to gross decay on the distal...

of tooth in question.  Patient was specifically given options of Endodontic therapy (root canal treatment) OR extraction -- both of which were the only options to alleviate pain from the abscess.  Patient was very specific about keeping the tooth "at all costs" and was presented a treatment plan by [redacted] that included the total cost, what would be due at the end of the appointment and what to expect post operative including some residual pain until the abscess was resolved and the body healed itself.Procedure was completed without and complications.  Post operative radiograph looked excellent and progosis was very good.Patient left operatory very happy with the results and was given post operative pain meds and antibiotic. [redacted] called wanting prices on a root canal.  I advised her I could give her an estimate but until the doctor saw her we really did not know exact price so this was an estimate only. I told her we could do a free consult to give her exact pricing. She declined consult.  So I gave her an estimate of $1200-1500.  She stated she did not have that kind of money.  So I gave her a price of limited exam and xray of $116.00. Told her simple extraction would be additional $195 and if it was surgical extraction it would be additional $305.00. She stated she did not want to lose any more of her teeth so I gave her [redacted] information and scheduled appointment for December 6th as she stated that was when her husband got paid. She then called back on November 28th and stated she was approved for [redacted] for $800 and wanted to know if she could pay the rest on December 6th when her husband got paid. I told her she would have to sign a financial agreement and leave a debit or credit card number for us to have on file to run on the 6th.   She was in severe pain and said she would get her husband’s credit card # if we could get her in sooner.  I scheduled the appointment for November 29th. [redacted]:On November 29th patient [redacted] came in for tooth pain. I went over treatment plan with [redacted]. I explained the total for the root canal and buildup was $1418.00. [redacted] handed me the [redacted] approval page and said she was approved for $800 and to “max it out.”  At that point I reiterated the total was $1418.00 and asked her if she was planning on paying the remaining balance of $618 with a credit card as this was due today.  She answered “yes.” At this point I was not aware of her conversation with [redacted] on the phone regarding paying on December 6th. December 6th was not mentioned   by [redacted] until later.  She never asked me about any additional payment options. (I would not have approved running the card at a later date as we didn’t have any financial/billing history with her )[redacted] came to checkout and I ran the $800 on the [redacted].  I asked [redacted] for her credit card for the balance.  She said she didn’t have any more money and did not have a credit card. She said she told me that earlier when I was presenting treatment plan.   I reminded her I had asked her about paying the remaining balance and she said she was using credit card, she said she had not said that to me.  She said she was not able to work as she had to stay home with her disabled daughter and didn’t even have a credit card, her husband was the only one with the credit card and he didn’t get paid until December 6th.  I asked her if she could call her husband and get the credit card # from her him so we could at least run the balance on December 6th as I was not able to just bill her for this balance. She called her husband and asked him for the credit card # for her bill.  She then handed me the phone so I could get the card number from him.  He gave me the credit card number.  I repeated the card # and told him I was billing the balance of $618 on December 6th and his wife was signing an agreement confirming this.  He said OK and never asked any questions.  I gave [redacted] a receipt and copy of the financial agreement and she left. [redacted]:On December 1st patient’s husband came in wanting to file a complaint. He was very upset, stated her abscess is worse, he did state she is taking her antibiotics. His complaint was she was not given any option other than the root canal and was told she would be able to complete the financial agreement at checkout and again no options were given. I politely advised that was all incorrect - I specifically gave her all information on pricing over the phone prior to the appointment, at the time the appt was scheduled on 12/6 and told her payment was due at time of service and gave her option of [redacted]. Patient was approved for [redacted] and called to move up her appointment since she was approved. I also advised husband [redacted] went over the treatment plan thoroughly at least twice with patient but she chose to save the tooth with the rct rather than an extraction, patient was very much aware that all of payment was due at time of service. At checkout the patient paid $800 on [redacted] leaving a balance of $618, she acted distraught about the remaining balance and finally called her husband to get his credit card #, patient advised us to run the payment on 12/6 because that is when he got paid. [redacted] spoke to husband on the phone and advised the amount that would be charged and confirmed the date it was to be ran. I did advise if her abcess was worse she did need to be seen.  After telling the husband this he became very angry and tried to slam every door getting out of the office.