Four Hours of Care—and Accused of Overcharging
This account was submitted by a healthcare provider and de-identified before publication. Details that could identify a patient or practice have been removed, and it is shared with the provider’s consent.
Patient described that he was overcharged for necessary treatment and that we bill by the hour, but this is not true, neither is it what actually happened. Also, complaints about a high wait time are laughable, as being seated 4 minutes before the appointment was set to begin is unheard of in the medical field, yet that is our average.
Patient was informed that, if everything was normal and healthy, treatment would be approximately $$X, but could be more if we found unhealthy conditions warranting additional care. We found those conditions. Patient chose the most conservative option to treat appropriately, citing finances. We completed the treatment. Then, the patient's condition and at-home health warranted further treatment at a separate visit. The patient thought if they paid once for treatment, it covered that treatment and future treatment at subsequent visits. We explained it did not. The patient still opted for the treatment, which was less than $100/more.
It's frustrating to see this negative review and patients comment on it online even years later. It has affected conversations and leads to us having to explain to patients why we can't do dentistry for free, but also that we are not allowed to explain ourselves online for fear of HIPAA retribution.
We offered payment plans, we discounted the patient for his treatment with the hopes that he would amend a bad review, although that was never agreed to or discussed. We just wanted to make it right in his eyes. Instead he left MORE, additionally inflammatory reviews online.