Take a Letter, Maria - Final

Dr. SoNSo:

I’m writing to you today to let you know about an experience I had in your front office on Wednesday, May 2, 2007. I had called on Monday, April 30 to schedule an appointment for my daughter, Freyja LastName (birthdate 8/27/04). She has a corn or plantar wart on her little toe. I spoke to M, who scheduled the appointment for me with no problems.

On that morning, A from your office called and spoke to my husband, saying that Freyja had no insurance (which I was aware of, it had lapsed and is in the process of being renewed) and that I needed to bring “paperwork” with me to the office visit. I had no paperwork other than a letter from DHS requesting that I send them a copy of Freyja’s birth certificate.

When we arrived at the office for the appointment, I was told by A that you would not see Freyja unless she had proof of insurance or “paperwork” that said it was in progress. This had not been mentioned on the phone. While I understand that YourPracticePC is a private practice and has the right to refuse service to anyone they like, Medicaid/Healthy Kids covers 3 months retroactively and the visit would have fallen under that. I wasn’t even asked if I would pay up front, just dismissed because of “no insurance”. Is this a new policy for your office? I would understand if we were new patients, but Freyja is well established and has been coming to your office for her primary care since her four month well child visit.

Freyja was very upset, (and I wasn’t pleased myself) as she was looking forward to seeing you. I know that may seem kind of silly, but we’re delighted that she likes and looks forward to seeing her health care provider. We are moving to ThatTown soon and had planned to continue coming to ThisTown for Freyja’s primary care, but if we are going to be treated poorly because we happen to be in a lower economic bracket we may have to rethink that decision.

The YourPracticePC website states “From the first time you walk in our doors or call us on the phone, we want you to know that you come first. While others say they are doing it, we are. Whether it is a friendly greeting by our staff or a “real person” answering the phone or listening to your concerns, ourpracticePC is putting patients first. We want you to know that we value having you as our patient.” Is this indeed the case? We don’t feel very valued right now.

If you would like to call me to discuss this matter, you may reach me at phonenumber1 during the day and phonenumber2 in the evenings.

Sincerely,

Heather LastName

Since his office is an offshoot of a larger practice group, he gets a letter, his office manager gets a letter, and the central admin office gets a letter.