Treasure Valley Gastroenterology Specialists, PLLC.

02/ 16/2017Healing Arts Day Surgery222 West Iowa Avenue Ste BNampa, 10 83686On January 16, 2017, [redacted] was scheduled for a direct access colonoscopyprocedure (had not met provider prior to procedure) at Healing Arts Day Surgery at 3:00PM.When she arrived, our staff informed her that there...

had been a delay (unexpected delays are notuncommon in procedures because of individual patient needs, which can't be shared with otherpatients) and we estimated a 90 minute delay and that she was more than welcome to leave andcome back at that time so that she wasn't waiting in the waiting room for an extended amount oftime. She agreed to leave and come back. When she arrived, our medical staff was ready to bringher back to intake for the required steps immediately prior to her procedure (such as assessment,vital signs, anesthesia and physician interview prior to the procedure); however, as this meantthat she wasn't going from reception straight into her procedure but into pre-procedureevaluation step, she decided to leave stating "I have a personal issue with having proceduresdone late in the day." (Which had not been conveyed to anyone at the time her originalappointment was made) and she stated she would call back to reschedule. She knew prior toscheduling the procedure that there was a policy for a fee for insufficient notice of cancellation,which she signed on 12/5/2016, which is applied towards expenses incurred in preparing for aprocedure for a patient.On 01 /17/2017 the patient called and asked for a refund of$150.00 that she hadpreviously paid toward her procedure, which was less than the cancellation fee. I advised thepatient that per our policy, a cancellation made less than 72 hours of the procedure is subject to atotal $500.00 cancellation fee. The patient was upset and asked for me to mail her a copy of thepolicy which I did. I told her that if she were to reschedule her procedure, a one-time courtesywaiver of the cancellation fee would be done. The patient asked for me to reschedule her foranother colonoscopy on 02/27/2017. We put her on the schedule to be the first patient of the day,now that that was her preference. She then called on 01 /20/2017 and asked to cancel herprocedure, again. I explained that at this point, we would have to bill for her original cancellationand that her $150.00 payment would be applied towards that balance.We were ready and willing to provide her care and our provider would have given her thetime she needed for her procedure at 5:30pm on January 16, 2017, but it was her choice to nothave the service provided. She has never met or spoken with the provider, and no writtennotification was received by this office concerning her issue; multiple telephone conversationswere had trying to accommodate the patient.

Complaint: [redacted]
I am rejecting this response because: I am in disagreement with the following items as presented in the response by Treasure Valley Gastroenterology/ Healing Arts Day Surgery:                                               1. When I returned at 4:30 for my procedure originally scheduled for 3:00, staff was not ready to take me back for pre-procedure intake. At 5:30 when another patient was being taken for pre-procedure intake, and then a second was taken back for another procedure, I inquired about the delay. I was told by clinical staff it wouldn be only a short wait until I would be taken into pre-procedure.  I was unable to stay longer to have the procedure done at some later hour that night. The delay rendered me unable to receive the services I scheduled. This was from no action of my own but rather a short coming of the clinic in failing to provide the service as scheduled.                                              2. Whether or not I conveyed my "issue" with having the procedure late in the day is not relevant. It was unnecessary to address prior to  the procedure as I understood my procedure would not delayed. Especially a delay of 3 or 4 hours.                                                                3.  I submitted my complaint/request in writing to the provider at Treasure Valley Gastroenterology/Healing Arts Day Surgery 222W. Iowa Ave., Nampa ID on 1/26/17.  I plan to resubmit the complaint by certified mail the week of 2/27/17.                                                                               4. On 1/28/17,as requested, I received a copy of the Healing Arts Day Surgery procedure titled "Patient Financial Responsibility "Procedure and Guidelines" Line #12 reads " We require 24 hour notice of appointment cancellation and 72 hour notice of appointment cancellation of procedural visits. Appointments missed and not previously cancelled may be  charged a fee of $250.00 per physician/facility affected."   I didn't miss the appointment. I presented on time twice the day of procedure due to being rescheduled without notice to meet the needs of the facility.  I understand delays may be expected in this setting. The delay experienced was unacceptable.  A reverse application of this portion of the policy is indicated in this instance with the expectation the provider/surgery center will complete services as scheduled and in a timely manner.  I am not requesting a cancellation fee. I submit this portion of the policy is not applicable in my case.  I'm respectfully requesting the cancellation fee charges be reversed.
Sincerely,
[redacted]