We Care for Kids Dental

Dear Revdex.com, Thank you for notifying us of customer complaint #*** filed on February 22, 2017. It is our full intention to resolve this matter with the complainantTo address the complainant’s concerns in order, first and foremost, our office does not charge a fee
for rescheduling appointments as the complaint states. Our office applies a fee of $for appointments cancelled within hours of the scheduled appointment time, and $for missed appointments. Our cancellation and missed appointment fees are charged to all appointments that fall into either category, respectivelyA notification of our cancellation policy is presented to each parent in our patient registration form, and a signature of acknowledgement is required. A copy of a signed cancellation policy is on record for this familyThese fees are not meant to be a punishment to the families of our practice. We feel these fees are minimal in comparison to operation expenses and availability taken away from other children in need of care Exceptions of these fees are made for patients if they are experiencing a true emergencyThe process to appeal a cancellation or missed appointment fee is to send in a written letter to our office. Dr*** will then respond by mail with her decision. We apologize if we have not responded within a time frame in which the complainant has felt is adequateIn regards to the account balance incurred during the patient’s last routine visit; once the complainant made us aware of the charges we were able to research the situation and make the proper corrections to the patient’s accountOur typical process is to notify the patient if we believe something is not covered during their visitWe work very hard to check each patient’s benefits ahead of their scheduled appointment time. This is a very time consuming and, at times, complicated task for our staff to complete. Unfortunately, human error does sometimes occur. We offer this information as a courtesy for our patients. Many dental practices do not. Ultimately, it is the responsibility of the policy holder to know what is and is not covered by the insurance company they carryOur clinical recommendation, in accordance with the American Academy of Pediatric Dentistry, is to provide an examination by the dentist and a fluoride treatment during their cleaning appointment scheduled every months. The complainant completed and signed a consent form electing for fluoride treatment to be completed only if his insurance will cover the procedure, rather than indicating they would only prefer it only once a yearThe allowable coverage of each procedures was misconstrued on our part which lead to the procedure being performedThe complainant also mentions his wife not being allowed to be with his daughter during her appointment. Parents are welcome to come into the clinical area for morning appointments. In the afternoon, parents stay in the waiting room and are called back to speak with the hygienist or doctor once the appointment is complete. This standard is presented to parents when scheduling the child’s appointment. Afternoon appointments are scheduled only if the patient and parent are comfortable being apart during the visitWe are deeply sorry that these circumstances have caused a parent to feel it was necessary to file a complaint with the Revdex.com. We are very proud of our practice, and the quality of care and commitment we provide to our patients and their familiesThank you for considering our response to this complaint