Valley Women for Women

Dear [redacted] , I have nothing more to add to our original responseRegards, [redacted] Practice AdministratorValley Women For Women, PC [redacted] company main phone [redacted] toll-free company main fax [redacted] direct desk [redacted] direct fax [redacted]

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.I spoke with the office manager the day of the appointmentShe made it perfectly clear that the business was going to stand by [redacted] no matter whatShe did offer a free visit, but also told me that it would not change anythingIt took me a while to get into see other doctors for second and third opinionsBoth doctors I had consultations with did not agree with [redacted] and said I show absolutely no symptoms of itA free office visit with Valley Women for Women would only waste everyone’s time since they are determined to back up a doctor no matter whatI feel it is very unethical to charge patients for services that were not completedI asked ** [redacted] for a full exam and for her to review my medical history, but she refusedI have spoken with the insurance company and was told that a reversal of the bill is no issue and it happens all the timeThere would still be a record of the visit so it is not claiming that the visit never happenedIf the company is offering a free visit, it should be the visit that I had with ** [redacted] Regards, [redacted]

Dear Revdex.com,We spoke with this patient to attempt to resolve her situation by offering a free appointment for a second opinion with any of our other providers of her choosing. All four of our office locations are in the East Valley, one in ***, two in ***, and one in ***
***. The distance from the office she visited to the office where her former provider now works is ten miles *** *** rejected the offer of a free visit and instead demanded that we reverse her charges with her insurance company. Given that *** *** visit was in July 2014. In July, the doctor who *** *** visited provided a diagnosis and treatment, albeit one with which *** *** disagrees. It would be improper for us to reverse now the charges with the insurance company. That would be tantamount to claiming that a visit never happened. We realize that *** *** disagreed with her diagnosis and treatment. A more appropriate remedy is what we offered: a free visit so she could get a second opinion. *** *** declined that offer, claiming that ten miles was too far to drive. Given her rejection of the very reasonable remedy we offered, *** *** will be responsible for the charges incurred

Dear *** *** of the Revdex.com:
Thank you for the opportunity to respond to patient *** * *** (last name actually ***)
Ms*** complains that she should be billed only for a pap smear and not a pelvic exam, and that we
should adjust our billing In fact, we did bill only for the office visit for preventive care, and not separately for a pelvic exam, nor did we bill separately for a pap smear In short, we billed the most conservative charge possible for the care we rendered, which is in the patient’s favor
Furthermore, Ms*** fails to understand that a pap smear is performed during a pelvic exam We did not perform any additional service We regret that Ms*** did not understand what a pap smear entails and that our office staff failed to communicate this clearly to her
The balance owed by the patient was adjudicated by her insurance company correctly, based on charges which were submitted correctly (again, there is no extra charge present for a pelvic exam that we could adjust off)
We regret that Ms*** left dissatisfied We hope this explanation of what a pap smear entails - and that we did not bill separately for a pelvic exam - will allay her concerns
Thanks,*** ***
Practice Administrator
Valley Women For Women, PC*** company main phone*** (***) toll-free company main fax

Dear Revdex.com,Ms. [redacted] has every right to be upset and I express my apologies for how we treated her.  We will send all of her records we have received to her.  In addition, her input has caused us to improve on how and when we communicate changes in the doctors' schedules to...

patients.  We have reviewed and are changing other processes as well.In February, when Ms. [redacted] scheduled her appointment, our June call schedule had not been finalized.  As a result, our schedulers believed Dr. [redacted] would be available in the office that morning.  As Ms. [redacted] pointed out, our doctors who are on call do not also have office hours.  This is so that our doctors do not have to divide their attention between hospital and office patients.  Ironically, we adopted this more expensive policy years ago so that our patient's appointments would not be canceled when the doctor is called out to the hospital to tend to patients there.  Clearly, in this case, we dropped the ball by not contacting Ms. [redacted] months in advance to accommodate her with another doctor who would have been in office that morning.In addition, the timing of our discontinuation of mammogram services (at the end of May) was unfortunate.  I apologize for how that decision impacted and upset Ms. [redacted].  We were not happy with the overall patient experience which was being reported back to us by patients who had mammograms from the vendor who provided that service in our office, so we decided to discontinue the in-office service and direct patients to imaging centers with whom patients had reported greater satisfaction.As practice manager, I accept the blame and responsibility for Ms. [redacted]'s dissatisfaction.  I apologize that we let her down.  However, I appreciate that she has made her experience known so that we can follow up and improve.  None of her experience resulted from any of our doctor's selfishness or lack of respect for her.  This was entirely a management breakdown.Sincerely,[redacted]Practice Administrator

Dear [redacted], I have nothing more to add to our original response. Regards,[redacted]Practice AdministratorValley Women For Women, PC[redacted] company main phone[redacted] toll-free company main fax[redacted] direct desk[redacted] direct fax[redacted]

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.I spoke with the office manager the day of the appointment. She made it perfectly clear that the business was going to stand by [redacted] no matter what. She did offer a free visit, but also told me that it would not change anything. It took me a while to get into see other doctors for second and third opinions. Both doctors I had consultations with did not agree with [redacted] and said I show absolutely no symptoms of it. A free office visit with Valley Women for Women would only waste everyone’s time since they are determined to back up a doctor no matter what. I feel it is very unethical to charge patients for services that were not completed. I asked ** [redacted] for a full exam and for her to review my medical history, but she refused. I have spoken with the insurance company and was told that a reversal of the bill is no issue and it happens all the time. There would still be a record of the visit so it is not claiming that the visit never happened. If the company is offering a free visit, it should be the visit that I had with ** [redacted]. 
Regards,[redacted]