Danville Regional Medical Center

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We are in receipt of your correspondence dated November 18, 2014 from [redacted] in reference to the above account.  In that correspondence, Mr. [redacted] expresses his concern for double billing with regards to lab services he had with Dr. [redacted].  We appreciate the opportunity to...

review and respond to Mr. [redacted]'s concerns.Our records indicate that Mr. [redacted] received lab services in Dr. [redacted] office on December 18, 2013.  The labs were sent to the hospital to be processed.  We submitted these charges to Mr. [redacted]'s insurance. [redacted] on January 23, 2014.  In our review of his account, we have discovered a paperwork error that caused the insurance payment to be make to the Physican instead of the hospital.   This is being corrected with [redacted].  We expect a resolution soon.We apologize to Mr. [redacted] for sending the bill to him directly for these lab services.  He may disregard any statements sent to him in error.  We understand his concern regarding double billing of this service.  To clarify. the physician. Dr. [redacted], billed Mr. [redacted]'s insurance for his professional services.  The hospital is billing for the processing of the lab services.  These are two separate billings.  It is our hope this explanation will service to satisfy Mr. [redacted]'s concern with the double billing.Again, we apologize for the difficulty and inconvenience Mr. [redacted] may have experienced.  We thank him for choosing Danville Regional Medical Center for his healthcare needs.  Please do not hesitate to contact our office at the number listed below should there be any further questions or concerns.Sincerely, [redacted]

Review: I had surgery on 10-8-13. Prior to my surgery, I met with Ms. [redacted], the Admissions Representative. She gave me a figure of the cost of the surgery and informed me that if I paid $594.38 that day, there would be no further charges. I asked her several times if there would be additional charges and she informed me that there would be no additional bills or charges. I have since received a bill for $636.47. I contacted Customer Service on Nov.22, 2013 and was told that they would have to talk to the supervisor and that they would be back in touch with me. I called again on Nov. 26,2013 since I had not heard from them. At that time, I was told I could pay $318.00 and the remaining amount would be adjusted.

I would appreciate any assistance that you could give me to close this matter.Desired Settlement: 0 balance on my bill without further payment from me to honor the information that was given to me on Oct. 8,2013.

Business

Response:

Thank you for communicating concerns recently expressed to your organization by Ms. [redacted].

Our goal at Danville Regional Medical Center (DRMC) is to always provide an exceptional service and

experience for our customers. In doing so, we proactively communicate to each customer at the earliest

possible point of contact what they can expect with regards to care, service and financial responsibility. We

employ best practice methodology in providing customers an accurate estimate of what their personal financial

responsibility will be as related to their bill for service. Customers are also informed that the information they

are being given is only an "estimate" and that final charges can vary based on any additional procedures or tests

that their physician deems necessary and subsequently requests to be completed.

Customers who decide to make a payment prior to or at the time of their procedure or test - based on the

estimate they receive - are given a discount. Customers who take advantage of this discount offer also have the

same opportunity to apply that discount percent to any personal balance that remains if the estimate they

receive at the time of service is different from the final charges incurred. While federal regulations (Health

Insurance Portability and Accountability Act - HIPPA) , prohibit me from discussing specific information

related to Ms. [redacted]'s account, I can assure you that Ms. [redacted] may apply the discount she originaìly

received to any outstanding balance she has incurred.

Please feel free to contact me with any additional questions or concern. Again, thank you for making me aware

of Ms. [redacted]'s concerns.

Sincerely,

Patient Financial Services Director

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I asked Ms. [redacted] several times if I would receive any additional bills and each time she stated NO. She had already checked with my insurance company for their payment. I simply expect them to honor their word. There were no problems with the surgery so there should have been no additional charges.

Thank-you for your efforts.

Regards,

Review: 12/18/2013 I had 2 blood test done by Danville Regional Medical. I received an EOB from [redacted] ins. prepared 01/02/2014 showing payment was made for these services. I received a second EOB prepared 1/30/2014 from [redacted] indicating they had received a second claim from Danville Regional for the same services same date. About mid year 2014 I received a bill from Danville Regional for the same service, I then called the # listed on the bill for my account. I spoke with someone named [redacted] and tried to explain this was a billing error and that I had in my records the EOB's showing payment and double billing. I gave this person my name ,social, address, isn #, and account #,and instead of trying to correct the error she keep asking for more personal information. I informed her I was giving my time to correct their mistake and I was not giving any more personal info. I heard nothing more about this matter until late October 2014 when again I received another bill for same service. By December 2013 I had reached my maximum out of pocket cost with [redacted] and was at 100% coverage.Desired Settlement: for Danville Regional to correct this error and to stop all fraudulent claims and double billing practices. this is not the first time it happened to me, and I know it happens to others . If their is any agency that can investigate such practices with the power to end it I would appreciate that information being forwarded to me.

Business

Response:

We are in receipt of your correspondence dated November 18, 2014 from [redacted] in reference to the above account. In that correspondence, Mr. [redacted] expresses his concern for double billing with regards to lab services he had with Dr. [redacted]. We appreciate the opportunity to review and respond to Mr. [redacted]'s concerns.Our records indicate that Mr. [redacted] received lab services in Dr. [redacted] office on December 18, 2013. The labs were sent to the hospital to be processed. We submitted these charges to Mr. [redacted]'s insurance. [redacted] on January 23, 2014. In our review of his account, we have discovered a paperwork error that caused the insurance payment to be make to the Physican instead of the hospital. This is being corrected with [redacted]. We expect a resolution soon.We apologize to Mr. [redacted] for sending the bill to him directly for these lab services. He may disregard any statements sent to him in error. We understand his concern regarding double billing of this service. To clarify. the physician. Dr. [redacted], billed Mr. [redacted]'s insurance for his professional services. The hospital is billing for the processing of the lab services. These are two separate billings. It is our hope this explanation will service to satisfy Mr. [redacted]'s concern with the double billing.Again, we apologize for the difficulty and inconvenience Mr. [redacted] may have experienced. We thank him for choosing Danville Regional Medical Center for his healthcare needs. Please do not hesitate to contact our office at the number listed below should there be any further questions or concerns.Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,