A patient came in with a "contact lens stuck in her eye." Last exam was 2004. Our receptionist informs her there is a $35 exam fee (yeah, I know it's too low!). Patient says she won't pay the fee and wants to talk to the doctor. I tell her that there is a fee for professional services. Since we don't do any medical billing, we try to make it competetive with most insurance co-pays. She wants me to look at her eye and tell what's wrong. I tell her that there are very specific examination tests that need to be performed. Because of that, there is an exam fee. Patient wants to talk to my husband (the other O.D./ owner). She waits for him to come out with his next patient. While I'm in with my patient, I hear arguing between her and my staff. I leave my exam room to tell my staff not to discuss anything with her further. Finally, my husband comes out to tell her that there is a professional fee for services rendered. She then takes out her CLs, throws them away...puts on eye makeup!!!!, then proceeds to start bawling and asks what she should do now...are we going to send her home blind? She wants a pair of trial CLs now!!! My husband writes out her previous SpRx and recommends to have glasses made next door. The patient refused to take the Rx and left.....
So...I told my staff that next time something like that happens, if the patient becomes agitated to simply say, "It looks as though we are not going to be able to come to any agreement, we would be more than happy to call the 2 nearest practices (on the 2nd floor) to see if they have any appointments available immediatly. Is that the best solution??? I hate turning away red eyes, but why should I take that kind of liability for even less than $35?? If we had billed medical, it would be well over $100 exam fee for a foreign body removal!!
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