Be Sure to Get EXACT Cash Pay Price
Brandi,
Again, on behalf of everyone at The Davis Clinic and Drs. Davis, I wish to extend our apologies for the confusion on how many checks were to have been written (one to the practice, one to the hospital and one for anesthesia). It was not intentional by anyone here on staff to give incorrect information; in fact, our staff loves working to make a difference every day. I have spoken with everyone here and they are now clear on the process for self pay at Memorial City. In our transition over the last month, this detail slipped through the cracks (they assumed the same processes was in place for self pay at this hospital as was at another hospital -- an incorrect assumption.)
I hope you will give our staff the benefit of the doubt that this oversight was not intentional. I have put a call into Trudy at Memorial City to see if she can help expedite your refund. In addition, I have emailed the CFO to see if she can help as well. I promise you we are working on your behalf to earn your trust again and to correct this problem ASAP.
Thank you for accepting our apology and for your patience as we work to correct the misunderstanding and a kink that arose out of our recent move.
Liz, you look amazing. I trust all is great with you these days.
Sincerely,
Kimberly Taylor
The Davis Clinic
Again, on behalf of everyone at The Davis Clinic and Drs. Davis, I wish to extend our apologies for the confusion on how many checks were to have been written (one to the practice, one to the hospital and one for anesthesia). It was not intentional by anyone here on staff to give incorrect information; in fact, our staff loves working to make a difference every day. I have spoken with everyone here and they are now clear on the process for self pay at Memorial City. In our transition over the last month, this detail slipped through the cracks (they assumed the same processes was in place for self pay at this hospital as was at another hospital -- an incorrect assumption.)
I hope you will give our staff the benefit of the doubt that this oversight was not intentional. I have put a call into Trudy at Memorial City to see if she can help expedite your refund. In addition, I have emailed the CFO to see if she can help as well. I promise you we are working on your behalf to earn your trust again and to correct this problem ASAP.
Thank you for accepting our apology and for your patience as we work to correct the misunderstanding and a kink that arose out of our recent move.
Liz, you look amazing. I trust all is great with you these days.
Sincerely,
Kimberly Taylor
The Davis Clinic
I was just called this morning by the manager in the business office that I spoke to yesterday... who told me that she's working on getting it expedited...
My main issue yesterday.. when calling.. is no one could really see a problem in me having 1100 in limbo.. and at first no one really wanted to take the responsibility for it.. insisting that it was MY issue for only bringing two cashiers checks..
And even if I'd brought three checks.. and paid everyone separately.. the hospital's total is still $150 LESS than the total you guys gave me... so it wasn't an issue of three checks... the pricing is different all together... albeit, 150 is a lot less than 1100.. but still different.
But the truth is.. you guys NEVER gave a breakdown of anything.. and when I first went in to talk to Robert Davis before my preops.. I was told one price... then after calling Tricia 6+ times to get my next day's preop time.. I was told another price.... then the next morning told the same price as Tricia... and was always told two checks...
But yesterday... instead of anyone admitting they did anything wrong... you guys were VERY defensive... especially with the whole, "Not many people just bring two checks.... I'll tell Trudy you just brought two checks.." So even while problem solving.. you were still blaming me... and I was told to call Trudy myself, yesterday... Today you're saying that you'll do it...
You made ME.. a paying customer.. feel inadequate.... for only following directions that I was given...
And the worst part of ALL of it.. was that the business office, at first, refused to give me ANY written statement saying that I was over paying.... and also refused to give me a time table..
Once I relented and said, "Okay just give me a piece of paper stating that I overpaid.. no time table needed" things calmed down...
It's just you guys weren't anywhere NEAR this apologetic while I was dealing with you at first.. you went more into defense mode... telling me what I did wrong... before you guys accepted the fact that I was just following what I was told...
People choose your office because of the quality of the doctor that they believe they're getting. They choose it for quality. That's why a self pay patient who could go elsewhere and pay 1000s LESS.... chooses to go there... Self pay people need to be handled differently by your office.. and made to feel like their decision to pay a few grand extra for quality.. is justified.
If anyone who worked for me took a month to adapt to new rules I put in place in terms of billing and customer relations... they wouldn't work for me any longer... because I, as a business owner, realize that customer relations.. and especially instances of payment... are the 1 thing that can really kill the trust in a relationship...
Yesterday was bad business all around..
Luckily, you guys have the post op and medical thing down pat :) and I'm not worried... but good customer relations should NOT be reactionary.... good customer relations should be ingrained from the beginning....
Still doesn't change the fact that I'm so excited I could pee.. to have surgery next week :) :) :)
I just want to know when and where my money is.. and will be... and don't want to feel like any of this was MY fault.. because it wasn't.
My main issue yesterday.. when calling.. is no one could really see a problem in me having 1100 in limbo.. and at first no one really wanted to take the responsibility for it.. insisting that it was MY issue for only bringing two cashiers checks..
And even if I'd brought three checks.. and paid everyone separately.. the hospital's total is still $150 LESS than the total you guys gave me... so it wasn't an issue of three checks... the pricing is different all together... albeit, 150 is a lot less than 1100.. but still different.
But the truth is.. you guys NEVER gave a breakdown of anything.. and when I first went in to talk to Robert Davis before my preops.. I was told one price... then after calling Tricia 6+ times to get my next day's preop time.. I was told another price.... then the next morning told the same price as Tricia... and was always told two checks...
But yesterday... instead of anyone admitting they did anything wrong... you guys were VERY defensive... especially with the whole, "Not many people just bring two checks.... I'll tell Trudy you just brought two checks.." So even while problem solving.. you were still blaming me... and I was told to call Trudy myself, yesterday... Today you're saying that you'll do it...
You made ME.. a paying customer.. feel inadequate.... for only following directions that I was given...
And the worst part of ALL of it.. was that the business office, at first, refused to give me ANY written statement saying that I was over paying.... and also refused to give me a time table..
Once I relented and said, "Okay just give me a piece of paper stating that I overpaid.. no time table needed" things calmed down...
It's just you guys weren't anywhere NEAR this apologetic while I was dealing with you at first.. you went more into defense mode... telling me what I did wrong... before you guys accepted the fact that I was just following what I was told...
People choose your office because of the quality of the doctor that they believe they're getting. They choose it for quality. That's why a self pay patient who could go elsewhere and pay 1000s LESS.... chooses to go there... Self pay people need to be handled differently by your office.. and made to feel like their decision to pay a few grand extra for quality.. is justified.
If anyone who worked for me took a month to adapt to new rules I put in place in terms of billing and customer relations... they wouldn't work for me any longer... because I, as a business owner, realize that customer relations.. and especially instances of payment... are the 1 thing that can really kill the trust in a relationship...
Yesterday was bad business all around..
Luckily, you guys have the post op and medical thing down pat :) and I'm not worried... but good customer relations should NOT be reactionary.... good customer relations should be ingrained from the beginning....
Still doesn't change the fact that I'm so excited I could pee.. to have surgery next week :) :) :)
I just want to know when and where my money is.. and will be... and don't want to feel like any of this was MY fault.. because it wasn't.
I'd just like to update and say that it has been handled...
Dr. Robert Davis called this evening while I was enjoying my preop smoothie and hubby was eating.. and it's been handled... and everything communicated between office, hospital, and whatnot..
And I have a very nice, short time frame on the check...
Thank you guys!!
Hopefully the big hullaballoo will save it from happening to someone else now :)
Woohoo less than a week til surgery.
Dr. Robert Davis called this evening while I was enjoying my preop smoothie and hubby was eating.. and it's been handled... and everything communicated between office, hospital, and whatnot..
And I have a very nice, short time frame on the check...
Thank you guys!!
Hopefully the big hullaballoo will save it from happening to someone else now :)
Woohoo less than a week til surgery.
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