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Not showing a patient credit
DMK:
The most important thing is "How will the patient's feel if they find out?" They already think the doctor makes too much money (they might, they most likely don't, that's why they're "stealing") so they'll really be angry when they keep more than they're entitled to!
Money is such a touchy subject in the best of times, and more so these days. I always try to look out for both sides. The doctor should get paid what he/she's supposed to get paid (ie: insurance should pay their portion and patient's should pay their portion) but the patient should get all the benefits they're entitled to, and not have to pay a penny more than they have to. They already pay their insurance premiums!
Honesty always breeds trust, and once that trust is betrayed the patient will go elsewhere!
rdmoore2003:
I have found that 45% of the time, when we send refunds to patients, they think it is a bill and they throw it in the trash.
DMK:
Wow! They throw it away, even if they think it's a bill? That kind of breaches the trust of the doctor and the patient too!
dekenn:
Sometimes when I send refunds, the patient calls and wants to know what for???
With our practice, we sometimes just bill a procedure, no e&M, consequently, sometimes, the insurance company doesn't always apply the copay, but pays 100% of the allowable.
So then I have the patients calling me, wanting to send back the money, because "they don't want to have a balance", they were there, therefore, they owe the money.... can't win.... ::)
rdmoore2003:
I do not believe that its any type of breach. We do not refund until pt is discharged. If they have a credit and continue to come in and if they have copay or deductible, we use that credit towards what is owed. Once they have been discharged and their account shows a credit we send the patient their refund. If they chose to throw it away, that is their choice. We have done our part. Alot of times, refunds will come back to us because pt has moved with no forwarding address or whatever the issue. we keep the mail once it is returned in case they call or we get new demo information. Our patients always has a superbill to show whats owed and/or credits. You can only do what you can, it is already difficult enough to get patients to pay their bills. I surely am not going to "run them down" to give them a refund. If patient is worried about money going out I assure you that they will also know when a refund is due them.
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