My family had been patients at New River Valley Pediatrics for several years, and this was one of the most disappointing experiences I've ever had with a medical office. After learning our family had been dismissed from the practice, I went to the office to request my children's medical records and ask a few questions about the decision. I also asked if I could speak with Dr. Brownfield, but I was told I was not allowed to because the office manager, Lee Cox, had already discussed the situation with him and he was aware of the practice's policy. I asked to see the written policy stating that patients are dismissed if an account is sent to collections. After reviewing the paperwork provided to me, l could not find that policy anywhere. When I asked about it, I was told it was an internal policy that did not have to be disclosed to patients. What was most upsetting was the way I was treated during the conversation. I was taken into a private room where Ms. Cox raised her voice, repeatedly interrupted me, pointed and shook her finger, and told me I was "just upset because I wasn't getting the answer I wanted." I found those comments and the overall interaction to be unprofessional, dismissive, and intimidating. understand that medical practices have the right to make business decisions, and while I was disappointed by the dismissal, my biggest concern is how I was treated when I tried to ask reasonable questions. I came to the office looking for answers and left feeling talked down to and disrespected. I hope this feedback encourages the practice to reflect on how difficult conversations with patients are handled. Even when a patient disagrees with a decision, they deserve to be treated with courtesy, professionalism, and respect. I also feel as though doctors wouldn't appreciate Ms. Cox making it seem as though they don't care abo their patients over an "internal policy." read more