Whole Body Health

I have reviewed the response made by the business in reference to complaint ID [redacted] , and I find that this resolution is satisfactory to meI will consider this matter closed and understand that I do NOT owe the $and that my account balance is now $ Thank you, [redacted] ***

(Revdex.com copied from original document.) January 29, 2018To whom it may concern:Whole Body Health recently received a letter concerning a complaint (ID [redacted] ) made against our office, and I'm hoping this response can help resolve all issues to both parties' satisfaction.The patient in question came to us in August, as she stated, for a New Patient exam and x-raysOur running rate at the time was $for a New Patient exam, which gave our patients an exam with TWO providers (our CNP and our Chiropractor), xrays, a second appointment to hear the doctors' diagnosis and recommendations, and a third appointment with the Case Manager to go over the cost of the customized treatment plan the doctors created specifically for every patientAt the second and third appointments the patient would also receive treatment, which was not included in the $This was supposed to be clearly explained to every patient with the notification that it would be submitted to their insurance, and they would be responsible to pay whatever their insurance rate wasHowever, at the time of this person's exam we also had a new Front Desk employee, whom the patient referred to as "representative" in her letterThis employee did not explain that treatment for those two days was not included in the initial cost to several patients during the time she was employed with us, and due to this we have had to write off hundreds of dollars for patients who were told it was includedThat particular employee is also no longer with Whole Body Health due in part to this issue.The patient to whom this letter is in regards called our office after a statement was sent in NovemberShe asked to speak with someone about billing, and the Front Desk attempted to help her with her issueFront Desk went over what the charges were for, and why the statement was sent which left the patient unsatisfied and with no solution because the Front Desk is unauthorized to handle write-offsThe patient was referred to me, the Case Manager, but unfortunately I was not in the office at the timeShe left a message saying she would call back to speak with meI was giving her a week to return the call before I called to correct the issue, however the call never cameBefore the week was up we received a letter from the Revdex.com including the patient's complaintI've had several patients come to me with the same complaint as this one, and in all cases I have been happy to write off the disputed charges due to the mistake our employee madeShe would have been no exceptionWhile I have already written of the disputed charges I would have taken the time to explain the mistake, apologized and written off the charges earlier if I would have had the chance to speak to this patient before a complaint was made, but the patient never did call me back.The patient also states she elected to go to a different chiropractor who did not "require" her to come twice a week for treatmentI'd like to express our doctors create highly individualized treatment plans for our patients that only include what they think is needed to help the patient feel betterEverything we do at our office is designed to help our patients get out of pain as quickly as possible, and keep them that wayWe take the time to correct the underlying structural issues causing the symptoms of inflammation and pain so the issues don't keep coming backThis patient came to us in quite a bit of discomfort, so our doctors created a plan for her they felt was the best way to help her as quickly as possibleWe normally recommend our patients see us twice a week in the beginning to work through muscle memory with repetition and muscle strengthening to help the body to hold one's spine in the proper positionThat being said, these are recommendationsWe never "require" our patients to do anything they don't wish to doIf a patient can only come one time a week, then we work within those constraintsIf a patient doesn't not want to receive a trigger point injection, then we take them out of the treatment planWhile our providers do feel a patient who does everything recommended will get better faster and have a greater chance of staying healthy, it has always been up to the patient to choose how to move forwardI explained this to the patient during her financial consultThe first thing I say to every patient I sit down with is, "The doctor's job is to give you the recommendations they feel you need to get better the fastestIf you can do this plan you shouldHowever, if you can't due to scheduling or financial issues my job is to make sure the plan you proceed with fits in your budget and gets you the same end resultWe never want someone to not go through a plan due to financial issuesI will work with you, so we can help you feel better as quickly as possible." The patient never stated she was unhappy or uncomfortable with the treatment plan, or I would have been happy to alter it for her.As far as her statement, "From the minute I began the discussion with the "financial representative" I could tell that this practice was only in business to get money - not to provide supreme medical services and improve quality of health as they explained," this is simply not trueFirst, she never called me back to discuss the disputed charges, so there was no discussion to make her feel this waySecond, if she's referring to our financial consultation back in August, it was very clearly explained to her that the individualized treatment plan created for her could be altered if needed, and our providers were prepared to give her the greatest of careWe pride ourselves on treating every patient who comes through our doors like they are the most important person in the officeWe provide all our patients with utmost respect and with the best care we can giveWe never want our patients to feel like a "number," or that we are only after their moneyOur mission is to reach as many people as possible and teach them how to be healthy for a lifetimeWhile that mission certainly does not speak to everyone, we here at Whole Body Health live and breathe it every day with every patient we see who trusts us with their careAll the issues this patient has brought to you could have been corrected and prevented with communication, but unfortunately our office cannot correct issues we don't know aboutAll we can do is continue to help the patients who come to see us by improving their quality of life one day at a time

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ Patient presented to us on April 9, with the complaints of Knee Pain, Low Back Pain & Shoulder PainX-rays were taken and a visit treatment plan was put together and gone over with the patient, as well as the financial obligation which the patient agreed uponThe patient completed of the visit planThe patient was billed for her balance every month from November to August Our records show no contact from the patient disputing the bill or any explanation of why she was not paying her portionThe July billing indicated that if we did not hear from the patient the account would be turned over to collectionsAs soon as she received notification from the collection agency, instead of responding to us or them she decided to to contact youI have attached several documents showing that her Insurance was billed, what her insurance paid and what her insurance states is her responsibility Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/02) */ *SEE ATTACHED [redacted] Final Business Response / [redacted] (4000, 9, 2015/10/12) */ October 12, Our Response to the daughter's rebuttal: We were sorry to hear about the patient's recent health issuesIn looking at this patients account, it indicates the patient was aware of the amount that was going to be due out of pocketThe balance on her account is due to either her copays, deductible or her 80/policy (the patient is responsible for 20% of what the amount her Insurance allows) The notes in her chart also indicate that she had agreed to make a payment of $per month until her balance was paid in fullShe made a payment of $in April and payments of $each in MayThe case manager at the time this patient started her care is no longer working for us therefore I can only go by the notes in the chart As I go through the doctor notes it does show that the patient did have some improvement with walking and other issues she was havingUnfortunately, this patient was an extremely complicated case, which minimal improvement was expected and permanent residuals was expectedThis also was explained to the patient We do try to encourage our patients to bring someone along with them when going over their financials and health assessmentsThis patient did not indicate that she did not understand what was going on In conclusion, we do not want to put any more stress into this patient's life and would be willing to write off a portion of the balance that is owedWe will adjust the account to a $balance that she can make payments on monthlyWe can set up the payments to be the amount that is comfortable with

Initial Business Response /* (1000, 5, 2015/09/22) */
Patient presented to us on April 9, 2014 with the complaints of Knee Pain, Low Back Pain & Shoulder Pain. X-rays were taken and a 25 visit treatment plan was put together and gone over with the patient, as well as the financial obligation which...

the patient agreed upon. The patient completed 16 of the 25 visit plan. The patient was billed for her balance every month from November 2014 to August 2015. Our records show no contact from the patient disputing the bill or any explanation of why she was not paying her portion. The July billing indicated that if we did not hear from the patient the account would be turned over to collections. As soon as she received notification from the collection agency, instead of responding to us or them she decided to to contact you. I have attached several documents showing that her Insurance was billed, what her insurance paid and what her insurance states is her responsibility.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
*SEE ATTACHED*
Final Business Response /* (4000, 9, 2015/10/12) */
October 12, 2015
Our Response to the daughter's rebuttal:
We were sorry to hear about the patient's recent health issues. In looking at this patients account, it indicates the patient was aware of the amount that was going to be due out of pocket. The balance on her account is due to either her copays, deductible or her 80/20 policy (the patient is responsible for 20% of what the amount her Insurance allows) The notes in her chart also indicate that she had agreed to make a payment of $100.00 per month until her balance was paid in full. She made a payment of $100.00 in April and 2 payments of $50.00 each in May. The case manager at the time this patient started her care is no longer working for us therefore I can only go by the notes in the chart.
As I go through the doctor notes it does show that the patient did have some improvement with walking and other issues she was having. Unfortunately, this patient was an extremely complicated case, which minimal improvement was expected and permanent residuals was expected. This also was explained to the patient.
We do try to encourage our patients to bring someone along with them when going over their financials and health assessments. This patient did not indicate that she did not understand what was going on.
In conclusion, we do not want to put any more stress into this patient's life and would be willing to write off a portion of the balance that is owed. We will adjust the account to a $500.00 balance that she can make payments on monthly. We can set up the payments to be the amount that is comfortable with.

(Revdex.com copied from original document.) January 29, 2018To whom it may concern:Whole Body Health recently received a letter concerning a complaint (ID [redacted]) made against our office, and I'm hoping this response can help resolve all issues to both parties' satisfaction.The patient in question came...

to us in August, as she stated, for a New Patient exam and x-rays. Our running rate at the time was $225 for a New Patient exam, which gave our patients an exam with TWO providers (our CNP and our Chiropractor), xrays, a second appointment to hear the doctors' diagnosis and recommendations, and a third appointment with the Case Manager to go over the cost of the customized treatment plan the doctors created specifically for every patient. At the second and third appointments the patient would also receive treatment, which was not included in the $225. This was supposed to be clearly explained to every patient with the notification that it would be submitted to their insurance, and they would be responsible to pay whatever their insurance rate was. However, at the time of this person's exam we also had a new Front Desk employee, whom the patient referred to as "representative" in her letter. This employee did not explain that treatment for those two days was not included in the initial cost to several patients during the time she was employed with us, and due to this we have had to write off hundreds of dollars for patients who were told it was included. That particular employee is also no longer with Whole Body Health due in part to this issue.The patient to whom this letter is in regards called our office after a statement was sent in November. She asked to speak with someone about billing, and the Front Desk attempted to help her with her issue. Front Desk went over what the charges were for, and why the statement was sent which left the patient unsatisfied and with no solution because the Front Desk is unauthorized to handle write-offs. The patient was referred to me, the Case Manager, but unfortunately I was not in the office at the time. She left a message saying she would call back to speak with me. I was giving her a week to return the call before I called to correct the issue, however the call never came. Before the week was up we received a letter from the Revdex.com including the patient's complaint. I've had several patients come to me with the same complaint as this one, and in all cases I have been happy to write off the disputed charges due to the mistake our employee made. She would have been no exception. While I have already written of the disputed charges I would have taken the time to explain the mistake, apologized and written off the charges earlier if I would have had the chance to speak to this patient before a complaint was made, but the patient never did call me back.The patient also states she elected to go to a different chiropractor who did not "require" her to come twice a week for treatment. I'd like to express our doctors create highly individualized treatment plans for our patients that only include what they think is needed to help the patient feel better. Everything we do at our office is designed to help our patients get out of pain as quickly as possible, and keep them that way. We take the time to correct the underlying structural issues causing the symptoms of inflammation and pain so the issues don't keep coming back. This patient came to us in quite a bit of discomfort, so our doctors created a plan for her they felt was the best way to help her as quickly as possible. We normally recommend our patients see us twice a week in the beginning to work through muscle memory with repetition and muscle strengthening to help the body to hold one's spine in the proper position. That being said, these are recommendations. We never "require" our patients to do anything they don't wish to do. If a patient can only come one time a week, then we work within those constraints. If a patient doesn't not want to receive a trigger point injection, then we take them out of the treatment plan. While our providers do feel a patient who does everything recommended will get better faster and have a greater chance of staying healthy, it has always been up to the patient to choose how to move forward. I explained this to the patient during her financial consult. The first thing I say to every patient I sit down with is, "The doctor's job is to give you the recommendations they feel you need to get better the fastest. If you can do this plan you should. However, if you can't due to scheduling or financial issues my job is to make sure the plan you proceed with fits in your budget and gets you the same end result. We never want someone to not go through a plan due to financial issues. I will work with you, so we can help you feel better as quickly as possible." The patient never stated she was unhappy or uncomfortable with the treatment plan, or I would have been happy to alter it for her.As far as her statement, "From the minute I began the discussion with the "financial representative" I could tell that this practice was only in business to get money - not to provide supreme medical services and improve quality of health as they explained," this is simply not true. First, she never called me back to discuss the disputed charges, so there was no discussion to make her feel this way. Second, if she's referring to our financial consultation back in August, it was very clearly explained to her that the individualized treatment plan created for her could be altered if needed, and our providers were prepared to give her the greatest of care. We pride ourselves on treating every patient who comes through our doors like they are the most important person in the office. We provide all our patients with utmost respect and with the best care we can give. We never want our patients to feel like a "number," or that we are only after their money. Our mission is to reach as many people as possible and teach them how to be healthy for a lifetime. While that mission certainly does not speak to everyone, we here at Whole Body Health live and breathe it every day with every patient we see who trusts us with their care. All the issues this patient has brought to you could have been corrected and prevented with communication, but unfortunately our office cannot correct issues we don't know about. All we can do is continue to help the patients who come to see us by improving their quality of life one day at a time.

I have reviewed the response made by the business in reference to complaint ID [redacted], and I find that this resolution is satisfactory to me. I will consider this matter closed and understand that I do NOT owe the $216.11 and that my account balance is now $0.00.
Thank you,
[redacted]