Park Dental

Initial Business Response / [redacted] (1000, 5, 2016/02/18) */ We reviewed the patient complaint and the account detailsWe are sorry for the error made in setting up wife's account and have been working to correct the problem with their dental insurance companyUnfortunately the wife's insurance was originally set up with the incorrect relationship to the subscriber on her account so the claims for 3/24/and 10/6/were paid and processed under the husbandTherefore, when the husband went to his dental office, his services were denied by the insurance company As soon as the practice manager was made aware of the error she sent in corrected claims for the wife and she also asked the insurance company to remove the incorrect claims for the husbandShe believed that it had been corrected when we received the corrected EOB on 11/24/(for DOS 10/6/15) and the corrected EOB on 2/4/(for DOS 3/24/15)Once she was again notified that the insurance company did not follow through to correct the claims for the husband she again contacted the insurance company to request the correctionThe practice manager has spoken with the husband multiple times and has made every effort to resolve the problem in a timely mannerShe also contacted the husband's dental office per his request to help resolve the issueWhen she spoke to representatives at the husband's dental office she was very careful with patient privacy and did not tell them why this issue occurred in the first place or that it was related to the wife's dental claimsThe practice manager did tell them that she had sent in a narrative to the husband's dental insurance company asking them to delete the claims for him at Park Dental and advised them to contact the insurance company to follow up and re-file their claims for the husband We have apologized for the error and have made every effort to correct the problem with the insurance company and we have maintained patient confidentiality throughout the processThe practice manager spent time on the telephone again today with the husband explaining the steps that have been taken to resolve this problemWe believe that he has a better understanding now Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have always had a complete understanding of the issueTo date a refund has not been issued to my insurance company for services not provided (Park Dental has been paid twice for services rendered once)Park Dental has been waiting for Delta Dental Ins to request their money back; which is completely unnecessaryThey can, and should, refund the money at any timePark Dental continues to blame Delta Dental Ins., for their own mistakesThis is not resolved until the refund prices is completeI have filed a grievance with Delta Dental indicating I was billed for services by this provider, to whom I have never set foot in their practiceSo far nothing but 'narratives' have been sent to the insurance provider, no refundsThey want their money back, not a bunch of words and apologies Final Consumer Response / [redacted] (2000, 10, 2016/02/23) */ On 2-22-Park Dental contacted me and assured me the refund was issued to Delta DentalI feel comfortable that this issue will be satisfactorily resolved

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ We reviewed the patient complaint and the account detailsThere was an error made in the posting of the patient's insurance paymentThe error was corrected on October 2, after a call from the patientThe practice manager called the patient on that date to confirm that the account had been correctedThe patient called her back on October 5, She explained that the error had been corrected and a refund check had been requestedThe patient said this was not acceptable and hung up on the telephone callThe refund check in the amount of $was mailed to the patient on October 8, As of today, October 20, the check has not been cashedThe practice manager called the patient this morning and left a messageShe would like to again apologize that an error in posting had occurred and to reiterate that we have done our best to correct the problem and to promptly provide the refund check Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/20) */

Initial Business Response /* (1000, 5, 2015/08/31) */
We reviewed the patient complaint and the account detailsOn August 17th the Practice Manager had a telephone conversation with the patientHe wanted to know why we took radiographs that his dental insurance company did not cover
She explained to him that the panoramic image was needed in order for him to be ready for the oral surgery consultation that he neededThe patient claimed that he was told that the radiograph would be "free of charge"The Practice Manager explained to him that we are very careful when discussing what is covered by insurance and what is not since every insurance company is different in what procedures are coveredShe also stated that we would never tell a patient that a service would be "free of charge"At the end of the call the patient thanked her for the explanationPer our payment policy that the patient signed, the patient is responsible for all charges that are not covered by his insurance company
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, the response did not address why the bill was sent months after the service
Second, I was told the x-ray would be free of charge because my insurance would cover it
Hence, I respectfully decline the response

Initial Business Response /* (1000, 5, 2015/02/27) */
This patient's case has been reviewed and we believe that our missed appointment policy was clearly communicated to her and she was given extra opportunities before the broken appointment charge was madeThe patient missed appointments
at our practice on the following dates; 08/25/14, 09/04/14, 11/12/14, 02/03/15, 02/05/15, and 02/17/She was charged our broken appointment fee on 02/17/She was not charged until after her 6th missed appointment which amounts to additional chancesThe patient was told at every missed appointment about our policy for charges for missed appointments and she reviewed and signed the written policy on 11/04/In addition, the patient claimed to us that we wrote her appointment date wrong on a card and that is why she missed the last appointmentThat appointment was actually scheduled over the telephone so there would not have been a card given to herWe are sorry if the patient does not like our policy but we believe that we communicated it to her appropriately and professionallyThe doctor does not want to reverse the charges due to the loss of hours of patient care time that could have been used for other patients that need the doctor's servicesThe doctor tried calling the patient on 02/25/to address the patient's complaints and left a message for a call backThe patient returned the call to our practice on 02/26/in the evening when the doctor was not in the officeThe patient was verbally abusing our staff by screaming at them, which is not conducive to productive communications
Initial Consumer Rebuttal /* (3000, 7, 2015/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like this is all one big messI just had gotten a copy of the policy after I complained days in the mailThat to me is bad serviceI did not talk rude yes I am very upset over this whole thing but did not talk abusive I feel the that this matter should be dropped at move on not worth arguing over

We reviewed the patient complaint and the account details. We are sorry that this patient was not satisfied with her experienceWe
completed a review of this case and confirmed that the treatment provided was appropriate and done well. With any large filling there is the possibility of post-operative sensitivity and the potential for further treatment needs such as a root canal. The doctor did have difficulty obtaining adequate anesthesia, but this does happen on occasion. There was an error made in administering a very small amount of septocaine during a periodontal ligament injection and the doctor sincerely apologizes for this. The standard protocols and strict infection control guidelines were followed for the dental procedure and the patient’s care following the procedure. Unfortunately, the evening the patient called the practice the doctor normally scheduled for that time was out of the office recovering from emergency surgery. The patient was given the option to wait approximately minutes for the on-call doctor or to be seen the next morning at 7:00am. She did consult with the doctor on-call and was seen by him the next day per her choice and she was well cared for. In light of the patient’s dissatisfaction with her experience, the doctor has provided her a courtesy refund in the amount that she had paid totaling $A call was made to inform the patient of the refund to her credit card

Initial Business Response /* (1000, 5, 2015/02/24) */
This patient's case has been reviewed and we are sorry if he was not satisfied with the service we providedThe dental problems the patient is referencing are not related or a result of the dental cleaning that was providedThe
patient's conditions warranted referrals to two dental specialistsThe patient contacted our practice requesting pain medication in advance of an appointment with an Endodontist the following weekHe did receive a prescription and was offered an appointment to evaluate the pain the following day on Friday, February 13th, but he refused the appointment stating it was a waste of his timeThe patient was seen by the doctor on Monday, February 16th and referred to an Oral SurgeonThe patient had an appointment with the Oral Surgeon on February 18th but left when that office told him that they could not guarantee everything would be covered under his insurance plan as he told themThe patient walked into our practice on February 18th and requested his records and said he was going elsewhere for his dental treatmentIn summary, our practice was responsive to the patient's needs and made appropriate offers of appointments and referrals
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Last week, I went into the Office and signed an authorization to have my recirds sent to another locationsAs of the day of my response, and calling the other entity, despite being told my records have been sent, have notThis delay in sending my records is unethical
Final Business Response /* (4000, 10, 2015/03/05) */
The patient's records were transmitted by email on 02/19/per his requestWe have documentation that this was completedWe were not aware that the email was not received by the party until the patient called our practice on 02/25/We reconfirmed the email address with him and then immediately resent the recordsWe then called the party to confirm their receiptThey said they did not receive the email again so we reconfirmed the email address with them and resentWhen we called again the party confirmed receiptAll three emails were sent to the same email address so we are unsure why the first two were not receivedWe believe we were very responsive to the initial request and also to the follwhen we learned that the information was not received

Initial Business Response /* (1000, 5, 2014/04/02) */

We contacted the patient to better understand his concerns and what was communicated to him with his original telephone call. We provided the detail on his account and apologized for any confusion related to scheduling the...

appointment. The patient was satisfied and his son was seen for an appointment on March 27th.

Initial Business Response /* (1000, 5, 2015/10/20) */
We reviewed the patient complaint and the account details. There was an error made in the posting of the patient's insurance payment. The error was corrected on October 2, 2015 after a call from the patient. The practice manager called...

the patient on that date to confirm that the account had been corrected. The patient called her back on October 5, 2015. She explained that the error had been corrected and a refund check had been requested. The patient said this was not acceptable and hung up on the telephone call. The refund check in the amount of $33.80 was mailed to the patient on October 8, 2015. As of today, October 20, 2015 the check has not been cashed. The practice manager called the patient this morning and left a message. She would like to again apologize that an error in posting had occurred and to reiterate that we have done our best to correct the problem and to promptly provide the refund check.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/20) */

Initial Business Response /* (1000, 5, 2016/02/18) */
We reviewed the patient complaint and the account details. We are sorry for the error made in setting up wife's account and have been working to correct the problem with their dental insurance company. Unfortunately the wife's insurance...

was originally set up with the incorrect relationship to the subscriber on her account so the claims for 3/24/15 and 10/6/15 were paid and processed under the husband. Therefore, when the husband went to his dental office, his services were denied by the insurance company.
As soon as the practice manager was made aware of the error she sent in corrected claims for the wife and she also asked the insurance company to remove the incorrect claims for the husband. She believed that it had been corrected when we received the corrected EOB on 11/24/15 (for DOS 10/6/15) and the corrected EOB on 2/4/16 (for DOS 3/24/15). Once she was again notified that the insurance company did not follow through to correct the claims for the husband she again contacted the insurance company to request the correction. The practice manager has spoken with the husband multiple times and has made every effort to resolve the problem in a timely manner. She also contacted the husband's dental office per his request to help resolve the issue. When she spoke to representatives at the husband's dental office she was very careful with patient privacy and did not tell them why this issue occurred in the first place or that it was related to the wife's dental claims. The practice manager did tell them that she had sent in a narrative to the husband's dental insurance company asking them to delete the claims for him at Park Dental and advised them to contact the insurance company to follow up and re-file their claims for the husband.
We have apologized for the error and have made every effort to correct the problem with the insurance company and we have maintained patient confidentiality throughout the process. The practice manager spent time on the telephone again today with the husband explaining the steps that have been taken to resolve this problem. We believe that he has a better understanding now.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have always had a complete understanding of the issue. To date a refund has not been issued to my insurance company for services not provided (Park Dental has been paid twice for services rendered once). Park Dental has been waiting for Delta Dental Ins to request their money back; which is completely unnecessary. They can, and should, refund the money at any time. Park Dental continues to blame Delta Dental Ins., for their own mistakes. This is not resolved until the refund prices is complete. I have filed a grievance with Delta Dental indicating I was billed for services by this provider, to whom I have never set foot in their practice. So far nothing but 'narratives' have been sent to the insurance provider, no refunds. They want their money back, not a bunch of words and apologies.
Final Consumer Response /* (2000, 10, 2016/02/23) */
On 2-22-16 Park Dental contacted me and assured me the refund was issued to Delta Dental. I feel comfortable that this issue will be satisfactorily resolved.