Charles

Patient called today to complain about he experience yesterday. She stated she was told she owed money up front, that she had no notification of this (I can see that she viewed the text message regarding owing $289 CoPay). She complained with the timing it took to try to set up a payment plan, just to be told the CBO employee was not working so no payment plan could be set up. She was also upset because our staff called her this morning asking for the signed credit card receipt because we did not get a copy of it yesterday. She also complained that one of the charges on her bill is for an office visit. She requested that we make it right with her and not charge her for the office visit. I explained that the charges are for Dr. Hinds services in the Surgery Center, not an office visit. I tried to apologize for the miscommunication with setting up a payment plan, she stated "you should have started with that" and stated 'we are done". I felt there was nothing I could have said to make her less angry. I started to say that I would report this to Risk Committee but she hung up on me.

Charles

Janet

Janet

William

Lisa

George