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Virginia Interventional Pain & Spine Center

3800 Electric Rd, Roanoke, Virginia, United States, 24018-4569

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Virginia Interventional Pain & Spine Center Reviews (%countItem)

I am making this complaint om behalf of my mother *** who is a patient with this doctor's office. My mother has beem living with severe back pain for quite sometime and last week she had a follow up appointment at this office with Dr. ***. I need to mention that my mother had to drive 3 hrs from where she lives to this "follow up." Her appointment was at 2:30 om Friday June 8th. She walked in the office right at 2:30. She was not early but she was on time. With mt mother's back pain it is all she could do to get there right one time. When checking in with a man by the name of "***" she told him she only had a check but the office does not accept checks. Luckily her mother brought her and told the associate she would pay with her credit card. At that time it was now 2:38 and looked at my mother amd told her she was too late now and would have to reschedule. He than made a comment about my mother changing her appointment several times. My mother left without being seen and making it that much longer to find a resolution to her back pain. My mother lives 3 hrs away and cares for her 95 yearold mother in law in spite of her serve back pain. She cannot just reschedule. This associate had no compassion. I have already contacted the office and spoke with the office manager who also did not seem to have compassion. She started off by saying my mother was 5 min late which she was not. Even if she was, it is 5 min. This is a practice who is treatinf patients with severe back issues. My mother was streesed about this all weekend and that is the last thing she needed with everything she has going on. I feel Dr. *** should allow my mother to complete her follow up visit via conference call. *** seen her several times and she has had the required shots and the follow up visit eas just to tell the doctor how they did not work and to discuss the next step. If you lived 3 hrs away and took care of a 95 year old woman witj back pain, would you want to reschedule when you qere at your appt? This office treated my mother horribly and she deserves an apology. I didn't even recieve an apology from the office manager. Even if my mom decides to go somewhere else I wanted this complaint recorded so that another patient is not treated that way.

Virginia Interventional Pain & Spine Center Response • Jun 19, 2018

The patient in question did arrive 5 minutes after her allotted appointment time. She did not call out office to make us aware that she was running late. All patient are told to arrive 15-20 minutes before their appointment time. When she did arrive she wanted to pay her required insurance co payment with a check, which we do not accept, and it took several additional minutes before a solution was worked out. At that point it was more than 15 minutes beyond her appointment time. Our office policy is to check with the provider to see if they are able to see the patient even though they are late. Our front desk associate, ***, did so and was told by the physician assistant to reschedule the appointment. Special consideration was not taken for this patient because since coming to our office she has scheduled 7 appointments and has cancelled 5 times. When the patient's daughter called me I explained our policy about checks and late arrivals. She explained to me that her mother drove over 3 hours to get to our office and was very upset over the situation. I told her that I completely understood and that I would be happy to speak to the providers and her mother to see what I could work out for them. She told me that her mother would be calling me and I gave her my direct extension. I have yet to hear from the patient.After speaking with the front desk associate and the physician assistant it was made clear that the fact the patient drove 3 hours to come to our office was not made clear to the PA. If it would have been, I truly believe that this situation would have had a different outcome. That front desk associate is no longer with our company.

Customer Response • Jun 27, 2018

Thank you for your response. I appreciate that this was handled with the associate who could have provide better customer service to my mother. I understand policies but my mother lives with an extreme amount of pain. As for the comment about my mother canceling her appointments 5 times has nothing to do with her appointment that day. Patients are allowed to change their appointments. As I said, my mother takes care of a 95 year old woman 3 hrs away and it is very difficult for her to schedule her own appointments. She has put her own health aside to care for someone else. Your office was aware of her situation. My mother still most likely will be seeking another doctor for her back situation. Thank you for you response.

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, 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,

Annette Foxx

The complaint is reference to a procedure I had done on 1/3/17 but before the procedure Virginia Intervention Pain and Spine Center (***) was suppose to call my insurance company for an authorization. I had the procedure thinking it was taking care of. Time passed & I received a bill & found out that my insurance denied it b/c of various reasons which was no fault of mine. Called VIPSC & spoke with *** and was told don't worry about it I will take care of it. Next thing I know I received another letter, was told the same thing by *** don't worry I will take care of it and I will appeal it also. Still received bills, called my insurance company. Still no resolution from VIPSC I would call ***, she returned my calls when she felt like it or would say she never received my messages. Called *** on 1/22/16 her exact words were I will contact your insurance company b/c they usually write these things off. Let me take it out of patient pay. Well March 1st rolled around I called *** b/c I was still receiving a bill. To end the long story I received an appeal ( I appealed it a few times) letter from my insurance company that Virginia Intervention Pain and Spine Center stating that the reason the services was because( they) (VIPSC never called for authorization to perform the procedure. Called *** told her about the letter I received from my insurance company and she asked me to fax a copy I did on 3/23/18. Heard nothing from *** at all.

Was also told by my insurance company that when *** appealed she waited to late to appeal which she told me she did it before the statues was up. All the info I received from my insurance company states that VIPSC did not do the all the right procedures to have this bill taken care of.

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Address: 3800 Electric Rd, Roanoke, Virginia, United States, 24018-4569

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