Whitemud Dental Centre

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Re: Case ID#***
On December 7, 2015, a new client called to book an appointment as she thought a filling had fallen outOur receptionist asked her if she wanted a specific exam of one area or a complete NPE (New Patient Exam) of all her teethShe said she wanted everything checked as she thought she may have other issues laterWe booked the patient for a NPE as well as extended appointment time to be able to either fill the tooth or do an extractionIt was explained to the patient we would be doing a NPE and x-rays prior to treatment as per her request
On December 10, when client came in she was told we would be doing a complete exam with x-rays and was asked by the assistant and receptionist if she would like an estimate done for the NPE and all x-rays to which she replied that "No" it would be coveredWe have no way of knowing when a patient has had a complete exam, elsewhere so when we submitted the claim it did come back as not covered(Only allowed NPE per rolling months, which means she had a NPE done somewhere else within that period)We don't know every patient's insurance that would be impossible and due to the privacy act, we are not allowed that accessThe patient also declined having an estimate as she would be okay and covered
Patient was annoyed that we billed this procedure once she realized she had to pay because she had used her allowance for a NPE in monthsPatient was adamant that she was not going to pay*** *** *** *** *** *** *** *** *** *** *** *** *** She left our clinic and we told her that if she didn't pay the balance owing that we would have no choice but to send to collectionsHer response was "Send Me!" *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** Told her again that she was told at the time of the appointment and when she booked the appointment that we would be doing the NPEShe also told us that her insurance was expiring at the end of December or January, she wasn't sure
Patient called back once more on December 15, and complained about having to payOnce again we explained everything, which she replied that she would pay the bill and call Revdex.com
On December 28, 2015, patient cam and picked up her x-rays and a copy of her chart
Thank you for your attention to this matter
Sincerely,
DrKathryn D*** *** *** ***
Initial Consumer Rebuttal /* (3000, 10, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** *** *** *** I called on December and specifically booked for an emergency exam because my tooth was falling apart, not the filling and I had a tooth ache to and bottom for a weekI also advised I had a regular dentist who could not fit me in in the next few days asap and they said they could and advised me to be prepared for extraction
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*** *** *** *** *** *** *** *** *** *** *** My insurance covers emergency appointment s as I called them before they arrived so I presumed there would be no charge for the emergency repair which was what they didI kept asking the dentist what they were doing when I was only interested in the two aching teeth*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Final Business Response /* (4000, 14, 2016/02/29) */
Whitemud Dental Centre
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February 25,
To Whom It May Concern:
RE: Case ID #***
Emergency patients are always asked if they just want an emergency exam or if they would like us to do a NP Exam if they are looking for a dentist so that don't get charged twice for two examsIt is to save patient's moneyShe was asked twice, once by the receptionist and again by the assistant*** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Final Consumer Response /* (3000, 22, 2016/03/17) */
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