Review of Epiphany Dermatology - Newnan, GA Location (Dr. Clay-Ramsey)…read more
I am writing to express my deep disappointment regarding our recent experience at the Newnan, GA office with Dr. Clay.
My special needs young adult daughter had an appointment scheduled for early morning, 7:10 a.m. We were up at 4:30 a.m. to prepare for this visit. Upon arrival, we were informed that the office does not accept Medicaid. While that was frustrating, it was not a deal breaker. My daughter needed care, so we paid the $200 out-of-pocket fee required just to be seen.
After being taken to the back and instructed to undress in preparation for the exam, a technician entered the room -- not the doctor -- and informed us that there was essentially nothing the doctor could do because my daughter has Medicaid. We were told that treatment options would be limited to biologics, which Medicaid does not cover, and therefore there was nothing more to offer beyond antibiotics.
Let me be clear: we had already paid out of pocket because the office does not accept Medicaid. At that point, insurance coverage was irrelevant. We were prepared to pay for treatment. Yet the doctor did not come into the room, did not lay eyes on my daughter, and did not have the courtesy or professionalism to speak with us directly. A technician was sent in to dismiss us.
That is unacceptable.
If the practice does not accept Medicaid, that should have been communicated clearly before the appointment. A simple courtesy call could have prevented this entire situation. However, even after we paid the required $200 and complied with all instructions, the visit was effectively canceled from the back room without any physician interaction.
When I requested a refund -- since no actual medical evaluation took place -- I was told the front desk could not process it and would have to "send a message to billing." It is concerning that payment can be taken immediately, yet refunds require an undefined review process with no clear turnaround time. No one could provide an estimate of when we might receive our money back.
The lack of communication, professionalism, courtesy, and basic respect was extremely disappointing. My daughter deserved to be seen. At minimum, she deserved a direct conversation from the physician explaining her medical assessment and options.
I completely understand that practices have policies regarding insurance. What I do not understand is accepting payment, bringing a patient to the exam room, and then declining care without the doctor ever entering the room.
If you have Medicaid, I would strongly advise confirming in advance exactly what services will and will not be provided -- and whether the physician is willing to evaluate you -- before paying out of pocket.
This experience was not about insurance. It was about dignity, professionalism, and basic human decency. Unfortunately, we did not receive any of those today.
-- A very disappointed parent
