RR Health Strategies

Complaint ID [redacted]
 
[redacted],
In response to the above noted complaint filed by [redacted], ** of [redacted], please note the following:
My colleague, [redacted], and I met with [redacted] on June **, 2014 to discuss a potential engagement to provide...

practice management services. I’ve attached a copy of my handwritten notes from the meeting which outline the discussion. I subsequently drafted and submitted an engagement letter to [redacted], which detailed our scope and approach to the project. Please see attached.
We performed an onsite assessment and identified areas of improvement which would increase revenues – e.g.; additional point of care testing that could be performed in-house; insurance verification which would decrease current denials; missing procedure codes on charge ticket/superbill which represent loss revenues; and increase volume of patients seen by the employed full-time Nurse Practitioner. This information is detailed in our summary of findings. Please see attached. [redacted] noted in his September **, 2014 complaint letter that the recommendations would have “little or no impact on revenue.” We did not have an opportunity to discuss these issues in more detail with [redacted]. Therefore, I’m unable to quantify the impact these changes would make to his practice, also because we do not know [redacted]’s position on implementing these suggestions. Nonetheless, they are, in fact, areas of improvement that could increase revenue.
We did discuss strategic planning with [redacted]. However, the practice assessment portion is as much as we were able to complete before [redacted] voiced his concerns (conference call and follow-up 9/**/14 letter) with our services. Therefore, no additional services were performed.
In response to some of the claims made by [redacted] in his September [redacted] letter and his complaint to the Revdex.com, I have attached a copy of excerpts from RRHS’ website for your review. [redacted] claims that “compliance consulting” is the focus of our business. This is incorrect. In fact, practice management represents a significant portion of our business. In addition, [redacted] claims that our firm made “recommendations about how RRHS could provide further compliance services for a fee.” This is untrue. As you can see in our summary of findings, we addressed the issues identified and provided recommendations. We did not suggest that RRHS should provide additional services.
Our company goal is to provide quality services and ensure our clients satisfaction. Therefore, I immediately responded with an offer to reduce our fees by 50% upon receipt of [redacted]’s complaint. I feel that this is a fair resolution given the amount of time spent and deliverables provided to date.
I am in receipt of payment from [redacted] in the amount of $1,530.63. Please see attached. I will await your response regarding this matter.
 
Thank you,
[redacted]

Review: I am a [redacted] in solo private practice. I contacted with RR Health Strategies seeking a consultation on how to develop new revenue streams for my practice. Representatives of the company met with me in my office. After explaining my concerns and interests, they explained that their practice was to do a complete practice evaluation, which would include a compliance review. I was amenable to this, but my primary concern remained increasing the revenue in my practice from my existing patient base by offering new services. I never agreed to receive a review that only looked at compliance.The contract I received mostly described their compliance consulting services, but one bullet point was labeled "strategic planning" and said no more. I was worried that there was no explicit language related to my primary concerns. I spoke to my contact and I was reassured that my interests were covered by the section on strategic planning, and it was on that basis that I decided to secure their services. The report I received only addressed compliance and said nothing about new revenues. It was accompanied by a bill for over $3,000. After speaking with the [redacted] of the company, who also turned out to be my main contact, it was clear that she thought she had addressed all my concerns as I had stated them and as laid out in the contract. After checking their website, it became clear to me that compliance consulting is the focus of their business, but I was never told this. I feel foolish for not having checked beforehand, but I had no reason to believe I was being misled during our meeting. I made my concerns perfectly clear and at no time was I told they could not offer the services I was seeking. I have protested in writing to the company and they have reduced their fee by half, but the fact remains that I was looking for advice on how to increase income and wound up with a substantial bill. I wanted help increasing income and wound up losing money.Desired Settlement: Refund of $1,530.63.

Business

Response:

Complaint ID [redacted]

[redacted],

In response to the above noted complaint filed by [redacted], ** of [redacted], please note the following:

My colleague, [redacted], and I met with [redacted] on June **, 2014 to discuss a potential engagement to provide practice management services. I’ve attached a copy of my handwritten notes from the meeting which outline the discussion. I subsequently drafted and submitted an engagement letter to [redacted], which detailed our scope and approach to the project. Please see attached.

We performed an onsite assessment and identified areas of improvement which would increase revenues – e.g.; additional point of care testing that could be performed in-house; insurance verification which would decrease current denials; missing procedure codes on charge ticket/superbill which represent loss revenues; and increase volume of patients seen by the employed full-time Nurse Practitioner. This information is detailed in our summary of findings. Please see attached. [redacted] noted in his September **, 2014 complaint letter that the recommendations would have “little or no impact on revenue.” We did not have an opportunity to discuss these issues in more detail with [redacted]. Therefore, I’m unable to quantify the impact these changes would make to his practice, also because we do not know [redacted]’s position on implementing these suggestions. Nonetheless, they are, in fact, areas of improvement that could increase revenue.

We did discuss strategic planning with [redacted]. However, the practice assessment portion is as much as we were able to complete before [redacted] voiced his concerns (conference call and follow-up 9/**/14 letter) with our services. Therefore, no additional services were performed.

In response to some of the claims made by [redacted] in his September [redacted] letter and his complaint to the Revdex.com, I have attached a copy of excerpts from RRHS’ website for your review. [redacted] claims that “compliance consulting” is the focus of our business. This is incorrect. In fact, practice management represents a significant portion of our business. In addition, [redacted] claims that our firm made “recommendations about how RRHS could provide further compliance services for a fee.” This is untrue. As you can see in our summary of findings, we addressed the issues identified and provided recommendations. We did not suggest that RRHS should provide additional services.

Our company goal is to provide quality services and ensure our clients satisfaction. Therefore, I immediately responded with an offer to reduce our fees by 50% upon receipt of [redacted]’s complaint. I feel that this is a fair resolution given the amount of time spent and deliverables provided to date.

I am in receipt of payment from [redacted] in the amount of $1,530.63. Please see attached. I will await your response regarding this matter.

Thank you,