ComplaintsforNova Patient Care

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted the Crystal City Nova clinic to schedule an annual physical for preventative care. My appointment was on 1/31/2023 with Dr. ******* **** but the office asked I schedule the appointment for “establishment of care” when I specifically requested an annual physical. At this visit on 1/31/2023, I came in with no specific issues as I wanted to simply do an annual physical. I briefly mentioned fatigue in passing on a query from Dr. ****. However, this was not discussed beyond that and no assessments or tests were completed. I was asked to return for the annual physical which I scheduled for 2/6/2023. On review of my billing statement, I have several issues with the charges detailed below: 1. I specifically requested an annual physical but was asked to schedule a visit for “establishment of care” during which nothing was done but I was billed for a “New Patient Office visit 30-44min.” I made this appointment with no presenting symptoms or illness to discuss and there was no testing or assessment of any issue. Dr. **** did not spend that amount of time with me either. 2. I was charged two times for “Brief Emotional/Behavioral Assessment” for a depression screening. It was completely unnecessary to do a second screening 1 week later when my initial screening was negative. If this screening is needed at each appointment and charged to the patient, it should be clearly explained so patients can elect to opt out. 3. During the second appointment on 2/6/2023, I was billed for the annual physical and a “Established Patient follow-up visit.” This was not explained to me at all when scheduling my appointment or during my visit. Furthermore, I did not have any issues to follow-up on during the span of 1 week between the first and second visit. Please explain why I am responsible for these charges when I simply requested an appointment for annual physical to begin with. I only wanted a preventative care visit as I do not have any medical history or chronic conditions and take no medications. Instead of just completing the annual physical I specifically requested, I ended up being charged 2 additional office visit billing codes. Again, there was no notice or explanation given regarding these charges at any point during my interactions with the physician or the clinic staff. When I later tried to contact the physician and call the clinic to discuss the billing issues, I did not receive any response. So this has been an extremely dissatisfying and frustrating patient experience all around. I hope I will not need to further escalate this matter and hope to hear back from someone soon. Acct no. ******

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The front desk person failed to run my insurance before the office visit, then called an hour afterward demanding additional payment.

  Business response

  10/15/2022

  
  

  ---------- Forwarded message ---------
  From: <**********@novapatientcare.com>
  Date: Thu, Oct 13, 2022 at 4:17 PM
  Subject: Complaint ID ******** **************** "Nova Patient Care")
  To: <drteam@mybbb.org>
  Cc: *************************** <******************@novapatientcare.com>
  

  
  
  Hi Dispute Resolution Team, 

  
  

  We have received this letter few days back, we have already sent the claim to *********'s Insurance (****** ****). The representative from ********************* told us that it will take 30 days to process.

  Please, hold on with any kind of action until this claim got process and paid by *********'s Insurance. Once we receive the payment from *********************, we will pay back to patient. 

  
  

  Conversation with Golden Rule under Reference number:

  Representative: *********;

  Reference # *************

  
  

  Thanks

  Max

  ************
  

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