Fox Integrated Healthcare

To Whom It May Concern:   The patient complaint was made on 7/28/2016 presumably by an individual who contacted our clinic for a consultation regarding knee and back pain. When she called to schedule the appointment, she was told there would be no charge for the consultation, which is accurate...

and states that clearly on our website.  Our policy is that consultations are always at no charge to determine if we able to take the patient’s case. However, before any treatment or exam is provided costs and any fees are always discussed and agreed upon with patients.  She scheduled her appointment for 7/28/16 at 3:45 PM. Upon arrival to our clinic she met with our Nurse Practitioner and Doctor for her consultation. Before receiving an exam or any diagnostics, she was informed that exam, digital x-rays, and Class IV laser treatment for her pain was recommended and the cost would be $165. She agreed and therefore treatment was then rendered.  After the exam, she paid and scheduled her next appointment. We informed her that our providers would review her exam findings and diagnostics report findings on her next visit. Additionally, if we feel we could help with her complaints we would review treatment and fee’s. Again, at this point she never said anything about the cost or services we provided not being what she expected. Then on Monday 8/1/2016 when she missed her appointment she called us and she stated she was unhappy with her appointment and wanted a refund. Our Director Doctor called her to discuss her concerns and let her know that we were sorry to hear she was unhappy and stated that we would refund her the full $165. She stated that her card had been lost or cancelled and so she wanted us to put it on a different card than she used in our office at the time of her service. We had to call our credit card company to see if possible and to acknowledge the funds were in our account before refunding. Funds were established and we refunded the $165 on Tuesday 8/2/2016, on the original card that she used to make payment. We have records showing paperwork filled out by patient, full examination, digital x-rays (6), Doctor’s report, Plan of care report and notes on Class IV laser treatment, image of our website clearly stating Consultations are complimentary not exams or services, and proof that her refund was given on 8/2/2016 before we even received any notice from the Revdex.com. (please let us know if you need any of our records to properly assess this complaint). We feel that we were up front and clear with our policy in regards to “free consultations”, and with our explanations of fees regarding services such as exams, x-rays and treatments before any service is rendered. We regret that the patient felt that their service was not what they expected and are sympathetic and hope the best for their future healthcare. Hopefully this details and fully explains our experience with this patient. We have been serving Broomfield Westminster area since 2001 and have never had even 1 complaint. Thank you for your reviewing and determination of the facts in regards to your decision.   Yours in health, [redacted]