Inova Physical Therapy Center

I am writing in response to your dispute resolution letter dated July 23", I have reviewed the information provided in the letter, which included a copy of the letter sent by [redacted] directly to Inova [redacted] and I spoke on July 26", about her experiences at the Inova Physical Therapy Center in AlexandriaDuring the discussion I apologized for her poor experience related to both the therapy treatment, and her interactions with office and billing staffI informed her of the steps we are implementing to ensure this scenario does not occurwith any patients in the futureThese steps include:Chart reviews on the therapists who treated [redacted] ***.o Initial review is will be of [redacted] ***'s treatment specifically to identify opportunities for improvement in future careo Review of their current cases to ensure a similar experience is not occurringo Implementation of a process within all Inova Physical Therapy Centers to ensure all patients with visits have a therapist not currently involved in the case assess the patient and review their progress to ensure the current plan is appropriate and being followedo Review of charts for all active patients on service across all Inova Physical Therapy Centers with at least visitso Review of [redacted] ***'s account to determine possibilities related to potential refundso Patient balance is currently zeroed out and not additional payments from [redacted] are requiredI am still in the process of the reviewing the options related to the final bulletI informed [redacted] during our conversation that I would be in touch with additional information as soon as my review is completed.I will continue to work directly with [redacted] on a resolutionThank you, and have a wonderful day.Sincerely,Loren *R***Assistant Vice President - Ambulatory Services ###-###-####

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I appreciate the business's response
Regards,
*** ***

I am writing in response to your dispute resolution letter dated July 23", 2017. I have reviewed the information provided in the letter, which included a copy of the letter sent by [redacted] directly to Inova. [redacted] and I spoke on July 26", 2017 about her experiences at the Inova Physical...

Therapy Center in Alexandria. During the discussion I apologized for her poor experience related to both the therapy treatment, and her interactions with office and billing staff. I informed her of the steps we are implementing to ensure this scenario does not occurwith any patients in the future. These steps include:Chart reviews on the therapists who treated [redacted].o Initial review is will be of [redacted]'s treatment specifically to identify opportunities for improvement in future careo Review of their current cases to ensure a similar experience is not occurringo Implementation of a process within all Inova Physical Therapy Centers to ensure all patients with 15 visits have a therapist not currently involved in the case assess the patient and review their progress to ensure the current plan is appropriate and being followedo Review of charts for all active patients on service across all Inova Physical Therapy Centers with at least 15 visitso Review of [redacted]'s account to determine possibilities related to potential refundso Patient balance is currently zeroed out and not additional payments from [redacted] are requiredI am still in the process of the reviewing the options related to the final bullet. I informed [redacted] during our conversation that I would be in touch with additional information as soon as my review is completed.I will continue to work directly with [redacted] on a resolution. Thank you, and have a wonderful day.Sincerely,Loren *. R[redacted]Assistant Vice President - Ambulatory Services ###-###-####