Family Practice Associates of Upper Dublin Reviews (%countItem)
Family Practice Associates of Upper Dublin Rating
Address: 1244 Fort Washington Ave Ste E2, Ft Washington, Pennsylvania, United States, 19034-1743
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I went for a sick doctor’s visit, I did not have any money on me for what my husband was going to pay for the co payment over the phone, the operations manager came out and told me this couldn’t be done, when I asked why since it’s something we have always done she just kept repeating it couldn’t be without an exact explanation, when I asked her if they could bill it she answered with such an attitude that also couldn’t be done, when I asked why since it’s something that we have done in the past, she said I don’t care who you did it or when you did it it just can’t. As I’m on the phone with my mother in she’s sitting there tapping her fingers on the table and asking so how are you going to pay for it with such a terrible attitude. I said ok I’ll overdraft my account I’ll just put the money in later, and I said I don’t like the way you have talked to me and you have been disrespectful and impolite she said she didn’t like my attitude for saying this and said she was giving me a verbal warning when she was giving me a verbal warning I was explaining to her I didn’t like she didn’t give me a full explanation, as an operations manager treating someone like that who’s also sick I didn’t think it was professional at all as she was also tapping her fingers on the table, I explained my mother in law and my grandmother have been coming to this office for almost 50 years now and not one time they have been treated with such disrespect and her answer was: I don’t care who your mother in law is or your grandmother I’m the operation manager and I was chosen by the owners of this place so if you don’t like it you can find another provider. I have never felt so humiliated by the way I was treated. This person should not be operations manager at all. Patients such be treated with courtesy and respect.
FPUD strives to assist all patients especially when they are not feeling well. After a detailed investigation the following findings revealed: 1. The issue was over a routine copayment of $20.
2. This patient has been seen in the office before and is aware of the process for check in and copayments.
3. The patient presented a piece of paper with a credit card number written on it and no other information.
4. An attempt was made by the operations manager to identify the card number along with the patient's name. It was denied.
5. The patient then informed the operations Manager that card was in her husband's name. He was not present at the time of the visit to confirm.
6. In today's environment of credit card fraud, we do not accept a transaction of this nature.
7. The patient's allegations of unacceptable behavior on the part of our operations manager, including there was no finger tapping, could not be corroborated despite the fact there was a direct eyewitness who was present for the entire interaction.
8. The patient was observed to use profanities in the area of the waiting room.
9. Whenever a situation escalates, words are often taken out of context and intentions misinterpreted.
One of the owners will be reaching out to the patient. 6/21/19
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
1- I have been to the office before. So has my mother in law and so has my grandmother for almost 50 years. Being able to pay co payment over the phone or have it billed WAS NEVER an issue before NOR was EVER explained to me that was NOT possible. When I asked for an explanation on why it COULD not be done she just simply did not have one. That was the first time payment procedures have ever been explained to me. second able I did not have a piece of paper with credit numbers written, I had my husband on the phone giving the credit card. I was assuming phone calls are recorded and he was giving permission over the phone to ONCE AGAIN it has been done before and never been an issue, I work as a customer service representative, I totally understand if that is the way to prevent fraud activities but she did not even explain that to me at the moment and time.
2- She was tapping her fingers on the table and that was totally disrespectful and inappropriate. ' The patient was observed' First of all I do not ever curse nor raise my voice. I got there with with a upper respiratory infection and Laryngitis so I had no voice, SO there is no way if I ever raised my voice anyone was able to notice because I had no voice and once AGAIN I was on the phone with my husband & mother in law who she heard the entire interaction between me and the Operations manager. She will write a letter on what it was said.
3- Lastly but not least when I voiced the way I feel treated by her and how my mother in law and grandmother had been there for almost 50 years she told me she DID NOT CARE who my mother in law or grandmother in law was and that SHE was CHOSEN by the owners to be operations manager. I find that such an arrogant attitude. I am not known for cursing for being disrespectful. Coming from Operations manager you are talking to patients that are coming to this family practice SICK. They deserve to be treated with respect. I find this response very out of place as some of the things that she is saying did not happen such as the credit card written down on a piece of paper.
Thank you.
Regards