Dominion Center for Behavioral Health Services

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I believe my complaint was responded to by the person whom actually created most of those issues. Obviously there is a clear and apparent conflict of interest when the person who has shown a complete lack of professionalism is the one responding. As the practice administrator, I do believe he was who I was referred to about my issues. I could be mistaken as I do not recall his name, but it does sound familiar. on top of refuting these statements of fact from what appears to be a purely self serving stance. Everything that was relayed about when I did or did not leave is irrelevant. I did see Dr Mateus that day, we spoke briefly as I did not have the time to spend with him for an hour that day, and I left, having been assured an issue like this would not occur, as again I directly clarified this with the receptionist. while its obvious the business needs new leadership, perhaps a base level of training should be given to the receptionists so that completely false information is not passed on to patients?. This matter is obviously not resolved, and having a response from the person who was the problem was less than helpful. Regards, [redacted]

Good afternoon *** ***, Due to HIPAA guidelines DCBHS' is not allowed discuss any specifics about any patient seen at DCBHSTherefore, I cannot verify that this person is or is not a patient at DCBHS, but I can verify that every patient who is seen at the practice is required to sign the
enclosed paperwork (NPP); which clearly delineates our cancellation policy, and the appeals process if anyone thinks they are incorrectly chargedAs the Practice Manager I review every appeal, with feedback from the provider(s) of recordAll appeals are dealt with in a uniform manner to avoid having favoritism and/or discrimination influence our decision. In addition, any patient who arrives for an appointment, pays their copay, and then decides not to see the clinician creates a situation in which we cannot legally bill the insurance company for that appointmentThis results in a missed appointment fee because the provider will not be compensated for the time that was reserved for their clientWhatever money is paid, as a copay, is credited towards the missed appointment fee. I can further assure you that no-one here ever demonstrates an “irate” demeanor with any client and that we have a very diverse, multicultural staff at DCBHSYou are welcome to visit us at any time to verify our working environmentThe racial accusations made by this person are both untrue and offensive. I hope this sufficiently addresses all of concerns that were stipulated in your letter. We have worked very hard to establish a very good reputation and the allegations made against us are quite troubling and defamatory. Sincerely Michael N***Practice AdministratorDominion Center for Behavioral Health ServicesOffice ###-###-####Fax ###-###-####www.***.com

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I believe my complaint was responded to by the person whom actually created most of those issues. Obviously there is a clear and apparent conflict of interest when the person who has shown a complete lack of professionalism is the one responding. As the practice administrator, I do believe he was who I was referred to about my issues. I could be mistaken as I do not recall his name, but it does sound familiar. on top of refuting these statements of fact from what appears to be a purely self serving stance. Everything that was relayed about when I did or did not leave is irrelevant. I did see Dr Mateus that day, we spoke briefly as I did not have the time to spend with him for an hour that day, and I left, having been assured an issue like this would not occur, as again I directly clarified this with the receptionist. while its obvious the business needs new leadership, perhaps a base level of training should be given to the receptionists so that completely false information is not passed on to patients?. 
This matter is obviously not resolved, and having a response from the person who was the problem was less than helpful. Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I believe my complaint was responded to by the person whom actually created most of those issues. Obviously there is a clear and apparent conflict of interest when the person who has shown a complete lack of professionalism is the one responding. As the practice administrator, I do believe he was who I was referred to about my issues. I could be mistaken as I do not recall his name, but it does sound familiar. on top of refuting these statements of fact from what appears to be a purely self serving stance. Everything that was relayed about when I did or did not leave is irrelevant. I did see Dr Mateus that day, we spoke briefly as I did not have the time to spend with him for an hour that day, and I left, having been assured an issue like this would not occur, as again I directly clarified this with the receptionist. while its obvious the business needs new leadership, perhaps a base level of training should be given to the receptionists so that completely false information is not passed on to patients?. This matter is obviously not resolved, and having a response from the person who was the problem was less than helpful. 
Regards,
[redacted]

Good afternoon...

[redacted],
 
Due to HIPAA guidelines DCBHS' is not allowed discuss any specifics about any patient seen at DCBHS. Therefore, I cannot verify that this person is or is not a patient at DCBHS, but I can verify that every patient who is seen at the practice is required to sign the enclosed paperwork (NPP); which clearly delineates our cancellation policy, and the appeals process if anyone thinks they are incorrectly charged. As the Practice Manager I review every appeal, with feedback from the provider(s) of record. All appeals are dealt with in a uniform manner to avoid having favoritism and/or discrimination influence our decision.
 
In addition, any patient who arrives for an appointment, pays their copay, and then decides not to see the clinician creates a situation in which we cannot legally bill the insurance company for that appointment. This results in a missed appointment fee because the provider will not be compensated for the time that was reserved for their client. Whatever money is paid, as a copay, is credited towards the missed appointment fee.
 
I can further assure you that no-one here ever demonstrates an “irate” demeanor with any client and that we have a very diverse, multicultural staff at DCBHS. You are welcome to visit us at any time to verify our working environment. The racial accusations made by this person are both untrue and offensive.
 
I hope this sufficiently addresses all of concerns that were stipulated in your letter. 
 
We have worked very hard to establish a very good reputation and the allegations made against us are quite troubling and defamatory. 
 
Sincerely 
 
 
Michael N[redacted]
Practice Administrator
Dominion Center for Behavioral Health Services
Office ###-###-####
Fax ###-###-####
www.[redacted].com