Familia Dental Wheeling LLC

Good Afternoon, I would like to begin by apologizing to Ms [redacted] , that she was not satisfied with the Ortho services and for the scheduling error that occurred at our Familia Dental location in WheelingHer son has been a patient of Familia Dental since 2/18/The patient has braces and was bonded on 4/23/and returns about every weeks for his adjustments On 4/21/the Dr informed Ms [redacted] that her son would require another adjustments and would reevaluate the progressOn 6/21/the Wheeling Office spoke with Ms [redacted] , who was very upset about a missed appointmentWe recognized that this was an error on our end and apologized for the inconvenience Mom stated she would be contacting the Revdex.com and demanding we remove the patient’s bracesThe patients Ortho Treatment is covered under a Pre Authorization by the StateWe tried to explain to her that the State does not work that way since there is a Pre Auth involved We would need to contact their State Ins to ensure the removal of the braces would be covered Ms [redacted] refused to accept that response and was still demanding to have the braces removedWe explained again that we have to follow State guidelines and ensure we take the proper steps so the Ortho treatment is covered The patient then returned on 6/28/for their Adjustment visit and Ms [redacted] asked the Dr how much longer the patient will be in treatment The Dr explained to mom that the patient still has a shallow overbite, and offered mom a resolutionThe success of the treatment will also depend on the patient’s complianceThe patient was scheduled for his next Ortho Adjustment this monthAfter reading Ms [redacted] Revdex.com complaint I can only assume that she went to another Dental Provider to get a second opinion regarding her son’s Ortho treatment and paid $for this consultation and is now requesting that Familia Dental reimburse her for this visitMs [redacted] has to understand this was her choice and no reimbursement will be approved Ms [redacted] came to see us to improve her son’s smileMs [redacted] and the patient need to understand the importance of following the Drs Instructions to ensure the overall success of the Ortho treatment With any treatment there are risks involved and other issues may arise during the course of the treatment, which may add additional time to completeMs [redacted] stated in her Desired Resolution that Familia Dental pay the other orthodontist to complete the work, which is my belief that the patient still needs to continue with the Ortho treatment, which is what our Dr explained to Ms [redacted] As mentioned above, The Orthodontic Treatment is under a Pre Auth, which is covered by the State and if Ms [redacted] wishes to continue treatment elsewhere we can have the Pre Auth released and she go to another dental provider of her choiceOnce again, I apologize for the scheduling errorWe have addressed this with the agents and offered them counseling to ensure we continue to improve our patients’ experience Familia Dental strives on providing high quality care and ensuring our patients are satisfied with the end resultsI truly hope Ms [redacted] reconsiders and allows us to continue providing care to her son and achieving the best results possible Lisa [redacted] Team Leader Patient Care Department Familia Dental LLC###-###-#### Ext: ***

Good Afternoon, I would like to begin by apologizing to Ms. [redacted], that she was not satisfied with the Ortho services and for the scheduling error that occurred at our Familia Dental location in Wheeling. Her son has been a patient of Familia Dental since 2/18/2015. The patient has braces and...

was bonded on 4/23/2015 and returns about every 8 weeks for his adjustments.  On 4/21/2017 the Dr informed Ms. [redacted] that her son would require another 2 adjustments and would reevaluate the progress. On 6/21/2017 the Wheeling Office spoke with Ms. [redacted], who was very upset about a missed appointment. We recognized that this was an error on our end and apologized for the inconvenience.  Mom stated she would be contacting the Revdex.com and demanding  we remove the patient’s braces. The patients Ortho Treatment is covered under a Pre Authorization by the State. We tried to explain to her that the State does not work that way since there is a Pre Auth involved.  We would need to contact their State Ins to ensure the removal of the braces would be covered.  Ms. [redacted] refused to accept that response and was still demanding to have the braces removed. We explained again that we have to follow State guidelines and ensure we take the proper steps so the Ortho treatment is covered.  The patient then returned on 6/28/2017 for their Adjustment visit and Ms. [redacted] asked the Dr how much longer the patient will be in treatment.  The Dr explained to mom that the patient still has a shallow overbite, and offered mom a resolution. The success of the treatment will also depend on the patient’s compliance. The patient was scheduled for his next Ortho Adjustment this month. After reading Ms. [redacted] Revdex.com complaint I can only assume that she went to another Dental Provider to get a second opinion regarding her son’s Ortho treatment and paid $95 for this consultation and is now requesting that Familia Dental reimburse her for this visit. Ms. [redacted] has to understand this was her choice and no reimbursement will be approved.  Ms. [redacted] came to see us to improve her son’s smile. Ms. [redacted] and the patient need to understand the importance of following the Drs Instructions to ensure the overall success of the Ortho treatment.  With any treatment there are risks involved and other issues may arise during the course of the treatment, which may add additional time to complete. Ms. [redacted] stated in her Desired Resolution that Familia Dental pay the other orthodontist to complete the work, which is my belief that the patient still needs to continue with the Ortho treatment, which is what our Dr explained to Ms. [redacted].  As mentioned above, The Orthodontic Treatment is under a Pre Auth, which is covered by the State and if Ms. [redacted] wishes to continue treatment elsewhere we can have the Pre Auth released and she go to another dental provider of her choice. Once again, I apologize for the scheduling error. We have addressed this with the agents and offered them counseling to ensure we continue to improve our patients’ experience.   Familia Dental strives on providing high quality care and ensuring our patients are satisfied with the end results. I truly hope Ms [redacted] reconsiders and allows us to continue providing care to her son and achieving the best results possible.    Lisa [redacted] Team Leader Patient Care Department Familia Dental LLC. ###-###-####  Ext: [redacted]