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How Would You Rate This Practice’s Handling of an Angry Early Bird?

A patient denied before-hours service takes matters into her own hands.

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SPARKLE CITY OPTOMETRY normally opened its doors at 8am. Receptionist Heather, a night owl, found she could only manage this by grabbing breakfast at the coffee shop next door and scarffing it down at the front desk. One morning, Heather looked up from her sandwich to see a woman peering in the window. Heather jumped a little, and the woman waved impatiently and pointed at the door. Heather suppressed an eye-roll and moseyed over, keeping her hand on the deadbolt as she leaned her face through the door crack. “Good morning, ma’am, we will be opening in 10 minutes!” said Heather cheerfully.

ABOUT REAL DEAL
  • Real Deal scenarios are inspired by true stories, but are changed to sharpen the dilemmas involved. The names of the characters and stores have been changed and should not be confused with real people or places.
  • ABOUT THE AUTHOR
  • NATALIE TAYLOR is owner of Artisan Eyewear in Meredith, NH. She offers regional private practice consulting and ABO/COPE approved presentations. Email her at info@meredithoptical.com
  • “I know that, but I need to get my contact lens order and I really need to get to work as soon as possible!” she said.

    “Our staff are still arriving and getting the office ready. I will unlock the door at 8am and we can make that happen,” said Heather, stepping back.

    “Wait!” the woman exclaimed. “Can’t you just get them for me? I paid already; you just need to hand them to me!” 
    “It’ll just be 10 minutes,” continued Heather. “There is a coffee shop next door while you’re waiting?” she said, flashing her best smile at the scowling woman. She grabbed her food off the desk and marched back to an empty exam room, far from any windows.
    By 8am the lights and equipment were on and Heather’s coworker unlocked the front door. The woman made a beeline to reception and coolly gave her name to Heather, who had the boxes of lenses ready.
    “My eyes are actually bothering me, too,” said the woman. “I think it’s allergies. Can Dr. Wylam see me now?”
    Heather grabbed the schedule and studied it, while the woman scanned her name tag. “Yes, I think we can do that! I am going to need to pull your insurance, but I can do that while you’re in with him,” she said. “You have a $30 copay. I’ll take that and a technician will bring you back.”
    A few moments later, Dr. Wylam stepped into the exam room, already operating on autopilot. “Good to see you. My notes say you’re having some allergy issues. Let’s take a look at your eyes, chin up here, look at my ear, blink…”

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    The patient suddenly pulled her head out of the chin rest and shook her head. “Actually, I need to speak to you about your receptionist Heather,” she announced. “She was here at 7:50am and came to the front door but refused to give me my contact lenses. I’m making myself late for work but I couldn’t leave without talking to you. I’ve never been treated so rudely!”

    The doctor was shocked. “I’m so sorry that happened,” he said.

    “I’m sure you are, but I want to know what you’re going to do about it,” she said, clasping her hands.

    “Well I’m sure there will be a conversation, and…”

    “I think you should fire her,” the patient said bluntly.

    “I’m not going to do that,” said Dr. Wylam without hesitation. “We have an internal system for handling staff issues.”

    “Then you’re losing five patients: me, my husband, my son and my parents,” she said. “Now, I really need to go to work.”

    Dr. Wylam said goodbye to her and summoned Heather to hear her side of the story.

    There was no punishment or follow up, but a few weeks later Dr. Wylam received a voicemail from the patient, livid that the visit had been submitted to her insurance. She threatened to report fraud if he didn’t cancel the claim and reimburse her for the $30 copay.

     

    The Big Questions

    • Did Heather treat the patient badly, or is she blameless?
    • Should this exam have been submitted to insurance? Why or why not?
    • Is there anything Dr. Wylam can do or say to salvage the situation?
     

    Expanded Real Deal Responses

    Greg H. Minneapolis, MN

    Bill her insurance. Do not refund her a penny. Your open hours are your open hours…not 10 minutes prior. Let them walk; there are more fish in the sea. Chances are she’ll be back. Too bad for your staff. Sadly, the doctor’s hands become tied whenever a patient makes ridiculous demands, and reprimanding a staff member in front of a patient to assuage the patient’s overly ruffled feathers is a dangerous precedent to set. He was right to defend Heather at that point, but a follow-up apology letter with a gift card afterwards might have helped. PS: What office is still “getting ready” 10 minutes before opening?!!

    Lewis K. Milan, TN

    Heather should have gone and gotten the lady’s contact lenses. Insisting on firing her was unreasonable. We are there to serve our patients and anything reasonable that we can do to improve our services is indicated.

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    Danielle S. Fort Worth, TX

    The question you should ask yourself is, “If I were the patient, what would I want?” The staff member wasn’t in the wrong, but the manager/doctor was. Your staff doesn’t make the decision when to come in, so therefore you should mandate that enough staff members get there 10-15 minutes before 8am to unlock the door, get the office ready, and avoid problems like this. It’s a simple solution and far more convenient for the patient. In addition, the staff should be trained to go above and beyond for your patients. Don’t leave good behavior up to fate! The charges are a little tougher. If you schedule an appointment with a doctor, you should expect to be billed. The time you took on the schedule is time they lost on other patients with real issues and trouble. However, common courtesy shows the doctor could make the choice to waive the fee, due to the circumstances of the false visit. There isn’t one right answer!

    Tim O. Richmond, VA

    Not to be too hard on Heather, but she should come to work prepared for the day and ready to work once clocked in. Creating a customer experience will reinforce strong lasting relationships. Heather should have taken care of the customer immediately and not put her off. This would have eliminated the additional issues. Given the actual events, the customer charges should have been voided and no claim sent to the insurance company. It was bad enough that they lost the family’s business; you do not want to do more damage and risk an online review that could deter other customers from doing business at the office. The doctor’s response to the request for Heather to be fired was perfect. I would suggest the doctor go above and beyond once all the event details are known to keep the customer. Except for firing Heather!

    Sheri H. Creighton, NE

    If Heather did not wish to be bothered before 8 o’clock, she should not have been sitting and eating her breakfast in full view of the windows. Was she clocked in? If she was, she is at work and should have assisted the woman. If not, she should be eating in a break room. Should the appointment be billed? Yes, the patient stated that she was having eye issues. She should simply have asked to speak to the doctor about a personnel matter. The only way for the doctor to defuse the issue was to apologize to the woman in person and explain the insurance issue versus the personnel issue. He should speak to his staff about using the break room. If you are clocked in you are considered to be at work and should assist patients even if it isn’t the stroke of 8 o’clock.

    Staci V. Sun City, AZ

    While it sounds like the patient was a bit over the top and demanding, I think it could have been handled a bit differently. It sounds like Heather was pleasant and tried her best to delay the woman, but it would not have been the worst if she helped the woman a few minutes early, unless store policy prohibits it or she herself was not qualified to dispense the lenses. While it was underhanded of the woman to make an appointment under false pretenses and she should have been up front about why she wanted to speak with the doctor, the visit should not have been billed to insurance. As for as the woman’s demand that Heather be fired, she was out of line, and the doctor did well in his response.

    Stewart G. San Francisco, CA

    1. No, the patient was not treated badly. There are many offices where rules are to start business at official opening time, not before. In some cases, premises insurance will not cover accidents during non-business hours. The employee was very polite. However, I would tell staff that they cannot eat in full view of the public. And if the patient had to get to work, why did she waste time creating that ruse right then and there?
    2. I wouldn’t have, because the non-medical nature of the visit became apparent at the time the patient spoke to the doctor.
    3. He shouldn’t bother. If the patient is offering their business predicated on removing an employee who did nothing wrong, that’s a patient you do not want in your practice. The doctor’s appreciation of their staff in these instances will go a long way to maintaining the office environment and increasing business.

    Sondra M. Wichita, KS

    Our policy states that we MUST have two people in the office before the doors are opened just to avoid this possibility. This gives an eyewitness to any unhappy occurrence and helps in controlling flow of the office. The only fault I see is that Heather made herself vulnerable by being visible. Office hours are office hours and clearly stated, if we make an exception for one, we must make exception for all. That’s bad practice as patients will think they can come and go at their convenience and not stated open hours. Insurance is justifiably filed. She stated her complaint and took the doctor’s time. The doctor stood up for his staff, that makes for a great work environment when staff know they won’t be penalized for upholding stated business guidelines. However, there should be policy in place regarding eating outside of designated areas.

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    Kenneth P. Oklahoma City, OK

    The practice took a chance on losing a patient or patients for a 10-minute issue. This sounds like an internal problem that needs to be handled quickly. Poor handling will cost the practice patients, reputation, and money. The office manager or the doctor needs to impress on the staff that they are in a customer service profession, and this was a big fail. Heather shouldn’t be fired. Nothing should have been filed. A nice gift card should be sent for the patient’s trouble. With all the competition out there, why would you risk losing this patient and her family for 10 minutes?

    Katie A. Nashville, TN

    Heather did not have to give the patient her contacts, but it would have been beneficial to the practice if she had. And that should always be the consideration taken by employees — to go the extra mile — especially with the competition from online companies and the unfortunate expectation of instant gratification becoming more prevalent. Our office realizes customer service is our best defense against online sales, so we try to put forth extra effort any way we can, even if it means staying over a little later to give a patient their glasses or working through the occasional lunch break.

    Daniel M. New York, NY

    She should have handed her the contacts. Nothing can fix this. No exam should be submitted. Copay should be taken in advance.

    Scott L. Greenville, SC

    Heather was not rude but she did handle the situation incorrectly. She took the time to open the door so it would not have hurt to get the patients’ contacts. She had them ready when the patient came in, so she could have just given them to her. Not a firing offense but punishable for sure. The exam should not have been submitted because the doctor did not actually look at her eyes. I would give her the $30 back and ask her not to return.

    Dennis I. Monroe, CT

    Unfortunately, Heather triggered a chain of events making a bad situation worse. Customer service is always the first priority. Customer service is what sets eyecare practices apart. Heather should have allowed the patient in and dispensed her contact lenses to her. The patient was already expecting a hassle, being late for work, and Heather just fueled the fire. There is no justification for the doctor billing the insurance company unless he actually gave the patient a diagnosis and a treatment. Since that wasn’t done, the office staff should immediately contact the patient and rectify the situation. There is a whole lot of room for staff education in this scenario and the doctor needs to adhere to appropriate exam protocols.

    Angel M. Cynthiana, KY

    Heather’s breakfast was not more important than patient relations. It would only have taken a moment to pull up the patient’s records and dispense the contact lenses. No type of examination or medical consultation was given, so she should not have been charged, or the visit filed. That was just throwing fat into the fire and I agree that it seems fraudulent.

    Monica T. Charlottesville, VA

    It is very frustrating when you come in early to try and get something done prior to opening, however since the contacts where paid for — I would have left her outside and gotten her contact lenses. It should not have been billed to insurance but very tempted to charge for the doctor’s time since she lied. I would refund the money and make notes in case she decided to return. I would also contact the insurance company and let them know to avoid getting in trouble with them. She doesn’t respect other people’s time and could have reached out to the doctor in a different manner. My doctors always shared emails or letters that needed to be addressed. If you want your staff to have the time prior to opening to be undisputed then I would put up a screen on the door so patients cannot see in or have a back desk they can work at — if she was just eating — she should stay in back to avoid this in the future.

    Olga C. Yuma, AZ 

    Heather shouldn’t have let it get that far. If she had let her in and dispensed the contacts in the first place the other issues wouldn’t have arisen. Sometimes staff has to use their best judgement with patient satisfaction.

    Rick R. Girard, PA

    1. Heather is 100% to blame. If she would have eaten breakfast somewhere besides in full view of a potential situation like the one that happened, all of this could have been avoided. No, instead she adds fuel to the fire by not giving the customer the contacts, which would have taken minutes at the most and, again, avoided the situation all together.
    2. No, since the exam was never really performed. Granted she mentioned allergies and that in itself could constitute a reason to file, but losing five patients and then getting accused of insurance doesn’t seem worth the hassle.
    3. I doubt it. He waited too long. Seems like Heather takes the cue from her boss.

    Chani M. Highland Park, NJ

    Heather didn’t treat the patient badly per se, but she did make some serious mistakes. If the office is closed, don’t sit near the front window where patients can see you. This would have made the issue a non-event. Once she was spotted AND went over AND listened to her request she should have sucked it up and handed her the contacts, they were paid for anyway. Then she should have told herself never to sit up front again when the office is closed. The encounter with the doctor should not have been billed, I understand she took time with the doctor but how do you legally code this encounter? Not cool. Refund the copay as well. Tough call as to how to salvage the situation. I would hand write a letter of apology/explanation to the patient, telling her how much I value her patronage etc. etc. and that Heather was duly admonished. The patient was definitely not 100% right either, but that’s not the point here, the point is the interaction occurred.

    Robert M. Edina, MN

    Heather should have gotten the patient her lenses and thanked her for her business. This problem escalated when she decided taking two minutes to deliver the lenses could have made the patient happy. Heather could have made a much better decision. You could make the argument for billing insurance, however better judgement could have saved even more pain and distress. Dr. Wylam should retract the insurance bill and refund the patients co-pay since no service was performed or treatment plan developed. He should write the patient a sincere apology for the incident and outline what steps have been taken to prevent its reoccurence. He could include a gift card or an offer of free plano sunwear. He should then follow-up with a phone call inviting her back to the practice.

    Lisa T. Mountain View, CA

    She wasn’t rude, but wasn’t friendly about it. The exam didn’t seem to be an exam after all, so the patient should have been charged for doctor’s time, but not billed for any services. The doctor can assure the patient that her concerns are heard and that his staff was following opening procedures. Maybe he can evaluate this procedure in the future. Apologize for the inconvenience.

    David G. Beckley, WV

    Yes, I believe the insurance should be billed, the patient agreed to see the doctor. There is not much that can be done in my opinion. Pull the shades. I am sure the patient isn’t going to pay Heather for her 10 minutes off the clock. Also, for security reasons the door should be unlocked when the office is fully staffed.

    Barbara S. Ohio

    Heather should have let the patient in, this is usually an isolated incident and for the client to have seen the employee in the window and even addressed by her made matters worse. The time it took Heather to go to the door and let the woman know she could come back and the ensuing actions, she could have just got the woman her contact lenses which were already paid for. No, the exam should not have been submitted because clearly, the woman, right or wrong was using his time to make a complaint, however, had Heather let the woman in in the first place, this would not have happened. Dr. Wylam could calmly have let the woman know, he will train his staff to let patients know in the future, if they have extenuating needs to pick up product outside of store hours, that they need to call in advance the previous day.

    Amy P. Corona, CA

    Heather should not have been sitting at the front desk eating in view of the front doors. I understand that they were closed but she should have been somewhere that she was not able to be seen by patients. Personally, for myself I would have given the patient her contact lenses but then again, I also deliver contacts to patients that are unable to make it to my office before I close and they are on my way home. I do not feel the exam should have been submitted to the insurance because it sounds as if an exam was not performed. I would not fire Heather but I would definitely have a talk with her. I always try to treat my patients the way I would like to be treated. It does no harm to go out of your way once in a while. I don’t think there is much that can be done to salvage this situation.

    Judy C. Virginia Beach, VA

    Lesson 1: Don’t eat breakfast, or any other meal, in view of patients. 
    Lesson 2: Establish an office policy concerning allowing anyone in outside of operating hours and develop a “script” to use.
    Lesson 3: Refund the copay. Cancel the claim. This patient will never let it go if you don’t. Document everything.

    Ben R. Rockford, MI

    1. No Heather did not treat the patient badly but at the same time once you open the door for a patient you are kind of out of luck. If I had opened the door, I would have taken care of her. That said I would have made a “just a minute” gesture and disappeared out of sight if it was that important that I not open the door a few minutes early. 
    2. Depends. Did the doctor find something diagnosable if so then yes the patient used doctor’s time that he could have been using for a patient who had an actual concern.
    3. No this patient is someone who is just looking for a reason to make everyone as miserable as she is.

     

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    Real Deal

    A Patient Pushes an Optician to Bend the Rules. Is This A Gray Area Or Are They Committing Fraud?

    The case of the fraudulent filing

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    COLIN WAS STRESSED. His coworker had called out an hour before her shift, leaving him to run the optical floor solo. Two patients were already moving through the frame boards when a tech escorted Dr. Tam out of an exam room and over to Colin.

    ABOUT REAL DEAL
    • Real Deal scenarios are inspired by true stories but are changed to sharpen the dilemmas involved and should not be confused with real people or places. Responses are peer-sourced opinions and are not a substitute for professional legal advice. Please contact your attorney if you have any questions about an employee or customer situation in your own business.

     

    ABOUT THE AUTHOR
    • NATALIE TAYLOR is owner of Artisan Eyewear in Meredith, NH. She offers regional private practice consulting and ABO/COPE approved presentations. Email her at info@meredithoptical.com

    Dr. Tam was a local general practitioner. Colin was relatively new to the Utah practice but he had already met Dr. Tam during his son’s eye exam.

    “Nice to see you again,” said Colin, pumping the doctor’s hand. “Did your prescription change?”

    “My reading power is being bumped up,” said Dr. Tam amicably. “I’ll get new progressives; you have my insurance information?”

    “I do! I’m working with a few other people, but I’ll do my best to get you out of here quickly,” promised Colin. “I’ve got five frames pulled for you to start, see what you think and I’ll be right back.” After checking in with the first two patients, Colin bounded over to the reception station and pulled benefit printouts from Dr. Tam’s chart. When he came back Dr. Tam was already seated at an optical station.

    “I like these,” he said, clasping one of the pairs Colin had selected, “and I want to order these Maui Jim sunglasses under my son Richard’s insurance plan. Do you remember him? He was in last month.”

    Colin sat across from Dr. Tam and used a nearby laptop to look up the boy’s information. “It looks like he wasn’t given a prescription at his exam. Your insurance plan has a minimum prescription requirement to pay for the sunglasses,” Colin explained.

    “Oh, that’s right,” said Dr. Tam, reaching into his breast pocket. He pulled out a prescription pad and, in front of Colin, wrote out a prescription for his son. “It needs to be a half-diopter, right?”

    Colin nodded numbly, and awkwardly took the script when Dr. Tam handed it to him. “I need to take his measurements…”

    “Just use what you have from last year,” said Dr. Tam. “It’s tough to get him in, between everyone’s busy schedules.” Sure enough, Colin found an entry in the EHR for another pair of Maui Jim sunglasses. Colin priced out the orders, took measurements and escorted Dr. Tam to reception to collect his copays.

    Later that afternoon Colin found time to enter Dr. Tam’s orders. However, when he entered the authorization number that the front desk had pulled he found it was actually for Dr. Tam’s son – Richard Tam Jr. Dr. Tam’s benefit wasn’t available until the first of next month.

    Colin immediately called the number on file for Dr. Tam. His wife answered their home’s landline and Colin explained the situation. “I can hold the order for three weeks and then process the exact day his benefit resets?” Colin offered.
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    “No, no,” said Mrs. Tam. “He’s been complaining for weeks, I don’t want to delay. I’ll just give you my credit card.”

    Colin rushed the two orders but it was weeks before Dr. Tam finally came back for his dispense.

    “Oh, these are great!” said Dr. Tam enthusiastically, studying the near vision card with his new progressives.

    Colin beamed. “Did you bring your son? I was going to adjust his sunglasses for him.”
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    Dr. Tam chuckled. “Well, they’re really for me,” he shared. “Of course I’ll share them with him if he wants, but I need them when I’m wearing my contact lenses, and I lost last year’s pair.”

    “Ah,” Colin nodded. “And I assume your wife told you she ended up paying for your glasses since you weren’t eligible?”

    “Yes, it reset this past Monday, right?” asked Dr. Tam. “Just give me the invoice with Monday’s date and I’ll submit it.”

    “I don’t think we’re allowed to change the date,” said Colin. “Technically the insurance company considers that fraud.”

    Dr. Tam scoffed. “If anyone gives you a hard time, you just have them call me,” he replied.

    The Big Questions

    • If you were Colin, would you have done anything differently when discovering Dr. Tam’s eligibility was incorrect?
    • Assuming Colin is physically able to revise the EHR to date the order to the first of the month, should he provide the invoice for Dr. Tam to submit his claim?
    • Would you dispense the sunglasses, or return them, accept the loss, and report Dr. Tam for fraud?

     

    Maureen G. Oak Park, IL

    Didn’t Colin look at the name on the benefit sheet?! And seriously who would order anything based on a script a patient wrote out? I would have said, “I am sorry I need a valid doctor Rx, otherwise it’s not valid and I can lose my job over it.” We always have the sheet printed out with the patient’s name and benefits eligible highlighted. Colin sounds like a pushover; we have had patients who want to use their frame benefit for plano sunglasses and our answer is always, “No, that’s committing fraud.” I can’t believe any ethical optometrist would endanger his practice by agreeing to do this.

    Rigo L. Indio, CA

    Let me start by saying we all “bend” the rules from time to time for some of our “VIP” patients. That being said there is a line to draw when bending the rules becomes fraud or feels wrong. As opticians we feel that any professional that walks into our office will always do the right thing. So when doctor Tam wrote an Rx for his son I would have told him that I didn’t feel comfortable filling the Rx, even though I knew what he was doing, and that I would rather talk it over with our doctor. At this point he would have to understand that something smelled fishy. When he asked to change the date, I would be frank with him and just say that I would not feel right doing that. If you bend the rules one time the patient expects the same the following year. Sometimes it’s just best not to do things, no matter who the patient is.

    Peter N. Belfast, ME

    This case is not uncommon. The simple answer to somebody who asks you to lie to the insurance company is: “Do you want me to lie to you?” The answer is usually, “No.” Then you can say, “I’m not going to lie to your insurance company either.”

    Lynn M. Fallston, MD

    1) I would have done the exact same thing with the eligibility date. If the patient’s wife chose to pay I would take payment and proceed with the order.
    2) I would NOT change the date in our EHR to facilitate insurance fraud. Not happening!!
    3) I wouldn’t dispense the glasses…BUT it never would’ve gotten that far because….I never would’ve taken the Rx from a GP to begin with. Is that even legal??

    Preet K. New York, NY

    I’d explain to Dr. Tam that the practice can get audited at any given time, and this is considered insurance fraud. I would offer a discount on a second pair. Colin should not have accepted the Rx written by Dr. Tam as it is an unethical action taken by Dr. Tam. If the doctor who examined Tam Jr. didn’t prescribe any Rx, Colin should follow that. Ask Dr. Tam to reach out to the insurance to find his options to process the sunglasses order or offer to make the phone call on Dr. Tam’s behalf. (This shows customer service.) If Dr. Tam is uncooperative, call the insurance and inform them about Dr. Tam writing the Rx for Tam Jr. Colin shouldn’t change the DOS for the private-pay order even if the EHR system gives him the ability to. Have the patient discuss this with his insurance as well. I wouldn’t recommend processing the sunglasses order unless Dr. Tam follows the right steps. Document everything. Have Dr. Tam sign a liability form, which protects the practice from auditing.
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    Kate G. Arlington, VA

    Fraud is fraud. Why sully your reputation?

    Amelia B. Charleston, SC

    Insurance fraud is any act committed to defraud an insurance process. This occurs when a claimant attempts to obtain some benefit or advantage they are not entitled to, or when an insurer knowingly denies some benefit that is due.

    Theresa W. Austin, TX

    Graciously, the optician should have advised the patient that the prescribing physician had not provided a script for his son, so unfortunately the sunglasses would not be covered by insurance. The optician then should ask, “How do you wish to proceed?” There can never be an exception for fraud.

    Daniel M. Rockaway, NY

    Of course he should not do any of those things. It is considered fraud and he risks at least his participation in the plan if not the license of the practitioner itself.

    Genna L. Milwaukee, WI

    Colin did the right thing by attempting to contact Dr. Tam. However, it’s important to speak directly with the patient when they’re responsible for their own care. Speaking with Dr. Tam would’ve given Colin an opportunity to assertively avoid possible fraud and any consequences of it. It would’ve been 100 percent wrong for Colin to modify the invoice date to comply with Dr. Tam’s request. Had the claim been audited, the insurance company would’ve found evidence of fraud in everything from the copay dates to material order dates. Dr. Tam, as a medical practitioner, is required to acknowledge that he understands insurance fraud and its consequences, and as such he should not be instructing other health care providers to commit fraud on his behalf. Were I in Colin’s situation, I would suspect Dr. Tam of committing fraud at his own practice, and would absolutely report Dr. Tam and accept a loss on the materials I ordered, knowing that I did the right thing.

    Judy C. Virginia Beach, VA

    1) Colin did the right thing by calling immediately when the issue arose.
    2) NO! Changing dates on a receipt or in patient records is fraud. This is not a “gray area” in my opinion. Unless the offending doctor owns the insurance company, he doesn’t have any clout with them either.
    3) Dispense the eyewear and note the conversation in his record. I would also make the practice owner aware of what his patient requested and that he stated that it was done for him in the past at the practice. Let the doctors discuss the issue. Neither Colin nor any other staff members should have to be caught in the middle of this.

    Stewart G. San Francisco, CA

    1) NO
    2) NO
    3) I would make him pay for them—nothing more, nothing less. If he refused, I’d send him to collection, AND I’d dismiss him as a patient.

    Taylor K. Ellington, CT

    1) Colin handled the situation appropriately when he discovered the eligibility issue—he called the patient immediately. HOWEVER, the first issue really arose when the patient wrote his own prescription. We would not have filled the Rx, as it was not valid. Regardless, Colin should have accepted the wife’s credit card for the full charge amount without insurance and continued with the job.
    2) I would assume most systems, like ours, allow for date change on the invoice. However, of course, this is fraud and Colin should not do this.
    3) I would have dispensed the sunglasses, as they should have already been paid for in full by the wife. I would advise Dr. Tam he can do what he wishes with the invoices, but that the office cannot and will not change any posting dates as it is fraud.

    Bob S. St. Louis, MO

    I wonder if Dr. Tam is as loose with insurance policy in his office as he expects Colin to be. While technically he did nothing illegal by writing an Rx for his son, it was an ethically reprehensible thing for a healthcare professional to do. Even worse, he expected Colin to risk his job and the reputation of his company by performing an illegal act. Again, I wonder if it is a standard operating procedure to falsify records in HIS office. If I remember nothing else from optometry school, one thing will be forever ingrained in my mind: “Never change a record. Put a line through the original information, insert the correction, initial and date it.” It’s a digital world now but the advice is still as relevant as in the good old (paper) days.

    Leisa L. Newport Beach, CA

    Dr. Tam’s eligibility should have been checked before the order was taken for his new glasses. However, since Colin notified Dr. Tam indirectly through his wife the order became a private order and was paid accordingly. The receipt date should not be changed to appease Dr. Tam. In regard to dispensing the Maui Jim sunglasses, Colin submitted the order with the proper Rx information provided for Dr. Tam’s son Richard with the required measurements from Richard’s chart. Technically it should be said that Richard is sharing the glasses with his father, not the other way around. This is one of those areas that is stretching the system by Dr. Tam; Colin was following the Rx provided by Dr. Tam for his son.

    Judith W. Orange, CA

    No, we do not change invoice dates; that is fraud plain and simple and no patient is worth the legal problems. As far as notifying the patient of his options of waiting till the first of the month or paying for the glasses, that is our standard policy. As far as making glasses without having a proper written prescription—either our own (from records) or from another OD or OMD—we would not do it. We do not feel that a primary MD can give a complete comprehensive eye exam, especially if he is just writing out what is necessary for insurance coverage

    Jennifer Torrance, CA

    I would have discussed all this with management first to see what options they wanted me to proceed with. If those options comprised my morals or ethics, I would then proceed to remind management that we have an obligation to not just the patients but to the practice and employees to make sure we have a secure livelihood by following the rules. If we continue to bend the rules, we will go down a path of no return and will be held hostage by patients that know we shouldn’t be doing this.

    What’s the Brain Squad?

    • If you’re the owner or top manager of a U.S. eyecare business serving the public, you’re invited to join the INVISION Brain Squad. By taking one five-minute quiz a month, you can get a free t-shirt, be featured prominently in this magazine, and make your voice heard on key issues affecting eyecare professionals. Good deal, right? Sign up here.

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    Real Deal

    A Difficult Teenager, Absent Parents and Unacceptable Behavior … Kick the Kid Out or No?

    This office wants to show a pre-teen the door – should mitigating circumstances change their minds?

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    IT WAS LATE MORNING and patient care was in full swing at a large optometry practice in Detroit. Doctors and technicians hustled patients between rooms, and the phone rang incessantly.

    ABOUT REAL DEAL
    • Real Deal scenarios are inspired by true stories, but are changed to sharpen the dilemmas involved. The names of the characters and stores have been changed and should not be confused with real people or places.

     

    ABOUT THE AUTHOR
    • NATALIE TAYLOR is owner of Artisan Eyewear in Meredith, NH. She offers regional private practice consulting and ABO/COPE approved presentations. Email her at info@meredithoptical.com

    Technician Carol headed to reception to call in the next patient, 15-year-old Jennie. “Do you have a parent with you?” asked Carol, scanning the room. “My dad dropped me off,” she replied flatly. “It’s fine.” Carol shrugged and led Jennie to pretest. She began reciting her script of instructions, but Jennie threw her off quickly. “Is this the puff of air?” she asked dramatically. “No,” said Carol, “like I just said, it’s an auto refractor, it’s just a picture. Nothing is going to touch you.” Jennie was clearly skeptical, and kept pulling her head away from the forehead rest. Carol worked hard to convince Jennie to keep her head still, but only captured one good reading in each eye. She didn’t bother asking Jennie to use the non-contact tonometer, and escorted her straight to an exam room. That’s when Carol’s challenges really began.

    Jennie refused to disclose her health history or medications, left the room twice to use the restroom, and repeatedly challenged Carol’s competency. Twenty-five minutes later Carol still hadn’t completed Jennie’s work-up. Saying she needed something from another room, Carol found a quiet place down the hall and took a minute to collect herself. When she returned, she immediately noticed the 90D and 20D lenses were missing from their regular places. She wrapped up the exam and found office manager Ed. “I think my patient is trying to steal from the exam room,” she whispered. Ed frowned and followed her into the exam room. “Hi Jennie, I’m Ed the manager,” he said, standing in the doorway. “Can you please check your pockets and backpack for anything that might belong to our doctors?” Jennie scoffed, her neck and arms erupting in hives. Time seemed to stand still. “Screw you!” she eventually yelled at Carol, who threw her arms up in exasperation. The exchange drew Dr. Cox out of her exam room. “What’s going on?” she asked Ed. As she neared, something hard struck the back of her hand. She yelped in pain as a 90D lens hit the floor then rolled fast along the baseboard. Dr. Cox looked up to see Jennie palming the 20D, a look of shock on her face. “I didn’t mean to hit you!” she said, clearly scowling at Carol. Panicking, she dropped the lens and grabbed her coat. “Move,” she said, and Ed finally cleared the doorway. Jennie flew around the corner and out the front door.

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    Dr. Cox motioned Ed and Carol into the empty room and closed the door. First Carol, then Ed recounted the last half hour’s events, concluding with the same thought: “We have to fire her from the practice!”  Dr. Cox, gingerly massaging her hand, raised her eyes to the ceiling. “Jennie’s mom is my husbands’ boss,” she said slowly. “I am going to make a call after I get back on schedule, and we will figure this out.”

    Hours later, Dr. Cox’s cell phone received a voicemail from Jennie’s mother. She explained how Jennie’s behavior over the last few months had been worrisome, and they were receiving assistance from a psychologist in addition to the pediatrician. She begged Dr. Cox to let Jennie return the next day to complete her exam, and promised to attend with her daughter.

    The Big Questions

    • What considerations should a practice have when dismissing someone under 18 years old?
    • If Dr. Cox decides to allow Jennie back, the staff won’t be pleased. Is there a way to mitigate this?
    • At what point did Jennie cross the line, based on your office’s culture? Would you allow her to return?

    Expanded Real Deal Responses

    Judy C. Virginia Beach, VA

    The first problem was allowing an underage child to be seen without a parent or guardian in attendance. That’s should never be allowed. Additionally, I don’t see dismissing an underage patient without a consultation with the responsible adults. The staff may not be pleased, but that should not affect their professional performance. If it does, there is a bigger problem to be addressed. Jennie crossed the line when she refused to participate in the pre-test workup and she should only be allowed to return with a parent or guardian.

    Stewart G. San Francisco, CA

    Why was this patient seen without a legal aged family member? The patient should have been kept in the waiting room until the adult relation arrived and could be present during testing. This child is a thief. She could have also declared that the staff touched her inappropriately causing a lawsuit and a ruined career.

    Dennis I. Monroe, CT

    Our office is very specific towards seeing unaccompanied minors. NO! If it is a new patient; definitely not! If a new patient’s parent insists, then we discuss the nature of liability in these situations. That usually ends with the parent making the appointment when they are available. If it’s a patient that the office is familiar with, there may be exceptions, but the answer is most often if not always: NO. There is too much that we as physicians are responsible for and parents need to be… Parents. There is too much at stake to see an unaccompanied minor.

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    Donna R. Mission, BC, Canada

    I once had a patient threaten to punch me when I did the NCT on her. She yelled at me loud enough for the doctor to come out. She quickly tried apologizing and said I scared her. He opened the door to the office and said he would happily send her file to any other doctor she wanted. If you know your child is having issues then you make arrangements to accompany them to appointments. There is no excuse for theft. As for the husband’s boss connection, that’s an employee standards issues if they take it out on you.

    Kinga B. St.Catharines, ON, Canada

    Really the issue here is that she has behavioral issues, and I don’t think they would magically go away at 18, only the legal issues change. There should be a policy that minors of any age can be seen alone provided they can BEHAVE like an adult. The conversation should be had with the person booking the appointment at the time of the appointment and if not, then at the time of the reminder call. Perhaps an email of expected behavior could be sent to the parent or student, or simply stated that any behavior not allowed at school is also not allowed at the optometrist’s office. And it should outline the concentration they are expected to have so the exam can proceed. There should be an open door or 3rd party policy to prevent the allegations of sexual abuse also. The first time any child or teen shows up there could be a behavior agreement they have to sign. Most kids are fine but with the high rates of autism/Asperger’s and general behavioral issues, and the large number of frazzled parents who can’t take the time to accompany their kids, there has to be a line in the sand and the office needs to set expectations.

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    Erin J. (From Facebook)

    Bye, Jennie! The lip I could look past, and would let her come back with a parent at our earliest opening (usually about two weeks out). However… the thieving and assault on my staff? No. That behavior would get you banned from any business, and possibly charged. My business is no exception.

    Rick R. Girard, PA

    1. Why would the parents let her come alone knowing she had problems? There is a parental issue to deal with. 2. It’s Dr. Cox’s office so I don’t think the staff should be upset. If they are that’s another issue. It’s not like Jennie threatened violence. 3. She crossed the line by stealing. Whether she can return should be based on all available info and Dr. Cox’s decision. Because I sometimes stupidly believe the best in people, I would allow her to return.

    Dr. Texas S. Citrus Heights, California

    No minor should be examined without another adult present—ever! I would do the pre-screen myself on the next visit. During the exam I’d show her what bio lenses are for. I’d dilate her mom, put the bio on Jennie and have her look into her mom’s eye. I’d ask Jennie if she had questions and be sure she leaves with pens, a makeup mirror, and eyeball keychain, but not my bio lenses or lens clock (I’ve lost three in 50 years). If Jennie needs an Rx, have your most tech-savvy optician take pictures during frame selection. If she balks at these, drop it.

    What’s the Brain Squad?

    • If you’re the owner or top manager of a U.S. eyecare business serving the public, you’re invited to join the INVISION Brain Squad. By taking one five-minute quiz a month, you can get a free t-shirt, be featured prominently in this magazine, and make your voice heard on key issues affecting eyecare professionals. Good deal, right? Sign up here.

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    Real Deal

    Optician Wants to Ignore Part of Prescription — but Is That Her Right?

    The doctor prescribed it for the customer; the optician said he’d hate it. Who wins?

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    ABOUT REAL DEAL
  • Real Deal scenarios are inspired by true stories, but are changed to sharpen the dilemmas involved. The names of the characters and stores have been changed and should not be confused with real people or places.
  • ABOUT THE AUTHOR
  • NATALIE TAYLOR is owner of Artisan Eyewear in Meredith, NH. She offers regional private practice consulting and ABO/COPE approved presentations. Email her at info@meredithoptical.com
  • KATE, AN OPTICIAN, and Mark, an optometrist, were partners with a practice in a trendy hamlet outside Atlanta. Mark’s undergrad college roommate Derek recently moved to town and he was invited in to see the office.

    “Kate, this is Derek,” said Mark. “He was interested in looking at glasses.”

    Derek grabbed Kate’s hand and pumped it enthusiastically. “I had an eye exam just before losing my coverage back in Texas but I held off on getting glasses because it usually takes me a few tries before they work,” he explained. “I have the prescription here,” he said, fumbling for his wallet.

    “Kate’s the best!” Mark gushed, playfully punching her in the bicep before grabbing his friends’ shoulders. “Let’s find you an awesome frame.”

    “What is your occupation, Derek?” asked Kate, unfolding the script.

    “I’m in marketing and advertising,” he replied.

    “He’s being modest, Kate,” said Mark. “He owns his own firm.” Mark leaned over and whispered: “He’ll be a great referral source for us!” Kate nodded her understanding, then stepped back as a tech came to retrieve Mark for his next patient. The two friends gave their goodbyes and Kate invited Derek to sit at the dispensing desk.

    Kate smoothed out the prescription on the table to examine it. “So, Derek, have you worn progressive lenses before?” she asked.

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    “I don’t think so, I just have these,” he said, pulling his glasses off his face and handing them to her. She examined them quickly—single vision. “They’re about four years old,” he continued. “I know I’ve needed to update them for a while.”

    “And are you having any double vision when you read?” she asked.

    “Double vision? No, I don’t think so,” he said. “I just don’t want to keep taking my glasses on and off. It makes me feel like an old man!”

    At the end of the day, Mark joined Kate in the optical lab to review Derek’s order.

    “The prescribing doctor made a note to include slab off,” Kate began. “It’s his first progressive; never had slab off. I want to make this without and see how he does.”

    Mark arched an eyebrow. “This doc in Texas prescribed slab off. You’d consider ignoring it?”

    “Of course,” replied Kate. “It’s not a part of the prescription; it’s a suggestion. I’m the optician, so I have to do what I think will work.”

    “Okay,” said Mark, “but why not call the doc and just ask?”

    “It doesn’t matter what they say, I don’t want to give this guy slab-off until I know a regular progressive won’t work,” insisted Kate.

    “What if I want to?” Mark shot back.

    “Are you going to dispense and do all the follow-up work when he hates them?” said Kate.

    The Big Questions

    • Who has the final say on using slab off—the prescribing doctor or the dispensing optician?
    • If Kate gets her way, is she obligated to disclose to Derek that she’s not following the prescribing doctor’s instructions?
    • If Mark wins the debate and the patient can’t adapt to slab off, should the additional expense be waived?
     
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    Expanded Real Deal Responses

    Ellie V.

    Janesville, WI

    1. The prescribing doctor has the final say on using slab off. If the optician went without it and the patient went back to the doctor for a re-check and finds out it wasn’t put on, the optician will have to answer to the doctor!
    2. Kate is obligated to disclose to Derek they are business partners, and not following the prescribed Rx could potentially be a liability if the patient has an accident or problems.
    3. Yes, the additional expense should be waived; it’s part of business to take care of the patients.

    Darrell L.

    Goodlettsville, TN

    While the slab off will address the vertical imbalance, there is no correction for anisometropia. Correcting image size with base curves will address both image size and vertical imbalance. Calling the prescribing doctor and requesting no slab off with base curve changes would be the correct way to address this patient’s problem. The optician is financially responsible for remakes and therefore should be allowed to do whatever it takes to correct the patient’s problem, yet consulting with the prescribing doctor will keep all parties involved happy.

    Annette P.

    Allen Park, MI

    She needs to make it to the doctor’s specific Rx or call the prescribing doctor before making. She doesn’t know the conversation in the exam room and the specific tests the prescribing doctor did to come up with that Rx.

    Howard C.

    Ferndale, MI

    Before making the new Rx I would first have Derek put on his glasses, have him tilt his head back and look through the bottom of his glasses at a near target letter and ask if he noticed any vertical diplopia. In addition, I would set up the new near Rx in a trial frame and do the same thing. If he notices any vertical double vision in either test, slab off is needed. If he does not, no slab off is needed. Taking the few minutes needed to do these tests would be worthwhile, providing a definitive answer and greatly reducing the need for a remake. The doctor should do the tests; he is the person to have the final say.

    Caitlin W.

    Montrose, CO

    I think it is a lens attribute — therefore it would be an optician decision. If the lenses are not working, generally labs will give you 60 days to make changes without charging the full lens amount again.

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    Micki L.

    Juno Beach, FL

    Call the prescribing doctor. If it was written on the Rx it is prescribed.

    Sugako A.

    Saint Louis, MO

    No slab off — try it as a regular progressive. If it doesn’t work, remake with slab off.

    Richard K.

    Lone Tree, CO

    In our practice, we take the view that when a patient moves/crosses state lines, that he now becomes our responsibility whether or not he is using our prescription or an out-of-state prescription. As “partners,” there should already be an understanding between Mark and Kate for issues like these before they crop up. As for the slab off, I don’t like to do them on PALs. It’s not that it won’t work, I just hate to put a line on a line-less product. Instead, I have my lab eliminate some of the equalizing prism on one lens to reduce the amount of vertical imbalance. Even though it doesn’t eliminate all the imbalance, it reduces it enough to keep the patient from experiencing double vision. In our state, it is considered a recommendation and I would not tell the patient one way or the other. It’s an easy calculation for the lab to do.

    Christopher B.

    Bergenfield, NJ

    With progressives, the bigger concern than a prism imbalance at near is image size differential. I would not slab a progressive unless I had a complaint from the client that they were getting diplopia at near in their progressive. The average person can adapt to a considerable prism imbalance. I would however choose the base curve and thickness so that image sizes between both lenses were closer to agreement. The optician is the final say on how the lens is manufactured. The doctor can suggest a certain brand of progressive, but it’s up to the optician and the client to decide which is best for them. I would explain to the client what slab off is, and that in this case I would not recommend that option, but if he experiences double vision when reading we may have to remake the lenses. This would be covered under most labs’ one-time remake policy, so I would waive any fees and not pass them on to the client.

    Peter N.

    Belfast, ME

    The optician should confer with the prescribing doctor to determine the purpose of the prescribed slab-off prism. If they concur that the prism may not be necessary, then the optician could try that route.
    If Kate gets her way, she should definitely divulge that information to the patient to keep him informed. This will also avoid having to backtrack.
    If Mark wins the debate and the slab-off prism is necessary, the extra fee should be waived. This person could bring many referrals to the business.

    Chani M.

    Highland Park, NJ

    First off, I would never outright ignore any element of a prescription written down on that legal piece of paper signed by the prescribing doctor. I would make a phone call to the prescribing doctor to discuss the slab off and see what his/her thought processes were when the slab off was prescribed. Depending on what transpires, I would always discuss with the patient the situation and explain that Dr. X prescribed “slab off” because he/she thinks it is best for said patient, and if it does not work we will re-evaluate the need for slab off with the patient and the prescribing doctor. Usually the lab will comp one redo, so that should not be an issue. It is important to be transparent when dealing with patients/consumers! Not disclosing information to patients can bite you in the butt.

    Rick R.

    Girard, PA

    Since they are partners there should be some dialogue about the slab off, but Kate should have the final say. After all, opticians deal with the aftereffects, not the doctors. And if Derek has dealt with this difference in Rx all his life, then going without the slab off is the right call.
    She definitely needs to be upfront about the decision, but should offer a full explanation as to why she made it in the first place.
    Waived or refunded? We require payment up front, so it wouldn’t be waived. If Derek wanted to try the slab off, and it didn’t work, I’d explain we’d remake the lenses at no charge.

    David Gilman

    Rutland, VT

    Call the doctor and tell him your view, and see what he says.
    Yes,if you tell the patient up front what you are doing to save him some money and it fails, then the do-over should only be the cost of the slab off and not the rest of the job.

    Stewart G.

    San Francisco, CA

    The doctor has the final say. The optician is incorrect; the instructions are part of the prescription, just as an OMD would write how often to take a medication.
    I would think so, because if it doesn’t work out without, and she has to put it in later, the patient may find out the prescription wasn’t followed and that’s a death knell for the practice.
    Why not call the doctor who gave the Rx and discuss the matter? Did he absolutely want slab off, or is that just a suggestion? This way, the optician can explain what the complexity with a multifocal is and what they MAY need to do for the format to work.

    Jennifer L.

    Dansville, NY

    Any experienced optician will question a doctor’s Rx, whether it be a huge change in cylinder, missing prism, or slab off suggestion. The slab off here was a suggestion and it sounds like Kate has enough experience to know that it probably isn’t warranted. I don’t think it’s necessary to inform the patient—it may be more confusing than informative. A redo isn’t going to happen—I’m confident with Kate’s judgment.

    Daniel M.

    Rockaway, NY

    If it is on the prescription it should be filled as written.

    Martha D.

    Wheatfield, IN

    If an optometrist orders a slab off you should make it according to the script. At least she should call the doctor and talk to him about the script instead of just dismissing the slab off. Never assume the patient is going to have problems.

     

    What’s the Brain Squad?

  • If you’re the owner or top manager of a U.S. eyecare business serving the public, you’re invited to join the INVISION Brain Squad. By taking one five-minute quiz a month, you can get a free t-shirt, be featured prominently in this magazine, and make your voice heard on key issues affecting eyecare professionals. Good deal, right? Sign up here.
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