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Complaint Details
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Initial Complaint
02/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was seen on November 10, 2023 for my last surgical post operative visit from my total hip replacement and then incision repair surgery. This last post op. was at *** **** ********, Orthopedic Surgeons office in the New River Christiansburg location. My husband was present with me for my visits, and when we finally went into exam room this day, I did not even sit down since we knew the doctor was busy and running behind, he stated since this was last post op. appointment, just to see my incision site, I just stood there, exposed my incision site for him to inspect that it had finally healed correct after my last surgery. Doctor said it looked good and we left. I was NOT examined by Dr. nor had a work up with his nurse. We literally just went in for a MINUTE for him to see my incision and then left. I was informed post op. visits are a NO CHARGE as my husband and I both heard and were reassured by the office staff THAT day, because they saw in their computer our insurance changed. My husband had told them yes, we had a new insurance as of November 1st but again, reassured they were NOT charging since this was my last post op. visit! My previous insurance paid on both surgeries, so we did not worry about the office lying about charging our new insurance, UNTIL I received a bill later for a $60 copay! Now the office stated they put it through and it was a follow up visit? NO it was NOT. All my paperwork and my visit reminders online, my chart even states post op visit! Our new insurance stated this was a charge because my 90 days after surgery was up in October?! My original appointment was, Oct., however, the doctor requested me to come in November instead of October to give me more time to heal. He never stated it would now be a charge as a regular visit. I did NOT plan to use my new insurance since no one told me I would need to since this was explained to my husband and me as my last NO CHARGE post op visit! I have proof of all online plus witnesses.
Business response
02/12/2024
Carilion Clinic has received your letter dated February 9, 2024, regarding a consumer complaint filed relating to billing. As the letter you provided to us may require review of protected health information, Carilion cannot release such information without an authorization. As such, Carilion has reached out directly to the individual to review and address any concerns.Sincerely,The Office of Patient Advocacy Carilion ClinicCustomer response
02/15/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******** *********
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.