ComplaintsforInnova Dermatology PC
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Complaint Details
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Initial Complaint
09/18/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Between 7/19/2021 and 7/25/21 I visited 6 healthcare providers for an infected abscess. After the fact, I was informed by the ER and my insurance company, due to providers not taking the time to provide adequate care, my illness got much worse than it should have. To follow is my experience with Innova Dermatology. I was treated at an urgent care clinic on 7/19/21. On 7/20/21 fever spiked to 102 degrees, I called the urgent care and was told to wait for the medicine to work. Alarmed, I decided to seek care from a specialist. I called Innova Dermatology and described my situation. In hindsight; at that point, I should have been directed to the ER, but Innova scheduled an appointment for the 22nd. On that day Innova provided no service and I was sent to the ER. My insurance provider suggested disputing the charge before making a formal complaint. The charge of $132.88 was disputed; however, Innova disputed and reversed the charges back to my card.Business response
10/12/2021
Business Response /* (1000, 5, 2021/09/26) */ Due to HIPAA regulations, we are unable to comment on specific details of patient care. We have reached out to the patron to contact us directly to discuss this case. Please note that we were able to successful reverse the chargeback because the credit card company, despite generally advocate on patron's behalf, determined that service was rendered and that the patron was not owed a refund. In general, when a patient calls to request an appointment, our front desk staff fulfills their request by scheduling them. Because we are the only practice in Sumner County that guarantees all patients are seen by an MD, we are rather popular and an appointment can sometimes take about 4-6 weeks. Urgent patients are given priority, we do our best to add these patients on within 24 hours. Unfortunately, we are unable to render a medical opinion over the phone-- we can't make medical judgment without an MD seeing a patient in person. Our front desk staff is educated to direct patients with serious and life threatening emergencies to urgent care and the ER. All patients with an appointment in our clinic are seen by a physician, who examines them, discusses a medical plan with the patient and documents a medical note. We render our medical plan based on scientific evidence and sound medical knowledge. We work hard to help our patients implement the plan. In rare cases, patients may not like, agree, or follow our medical plan. Based upon the patient's contract with their insurance company, patients are then required to pay for their service upon checking out of the office. All our patients sign a financial policy to this effect. An insurance policy is a contract between the subscriber (the patient) and their insurance company. Some patients unfortunately have high deductible insurance and they are responsible for payment of any services until their deductible is met. In these cases, payment is expected after service has been rendered upon leaving the office. All patrons are given a statement of their charges and must sign off on their credit card charges.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.