proper way to handle telephone inquiry when patient questions EM level

EST Pt called and asked why their office visit had been coded a higher level (4)because it was the "same" problem and "same outcome" as previous visits that had been designated a level three. Doctor wants us to return her call and provide a "mini-treatise" on the factors of EM coding. Verified the documentation regarding the visits and yes, doctor was correct to charge a Level 4.

Is there an easier way to explain this to the patient without violating any privacy laws?" How can we turn a disgruntled patient into an understanding one? ---Suzanne

re: proper way to handle telephone inquiry when patient questions EM level

often times doctors undercode visits. We had some recent education about proper coding and realized that the previous visits were undercoded, not this current visit overcoded. We wold be happy to go back and adjust up those other visits.