[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Do I contact the clinic or will they contact me? My cell phone number is ***Thank you for your assistance in this matter*** ***
*** and the Revdex.com,
While we are very concerned about any lack of response on our side during the month of *** and *** we would like to resolve this matter and assure that *** we have taken this matter seriously
We never withheld or had intent to withhold Medical Records due to the outstanding balance
I have reached out to the patient by phone to resolve the issue today and she instructed me that she would return my call at 11:am cst I look forward to reviewing this issue and resolving the issues so we can all have resolution*** Patient Appt
***-*** - *** Patient calls AOKC to request medical records (We wish she would have escalated the issue to the practice manager, the CEO and/or the Doctor if the request was not met on the first call as listed below on the *** and is our typical level of service We do have employees that are no longer a part of the practice that could have not performed their duties or someone on staff currently that forgot We are still unclear who *** spoke to and how many times she called We are willing and anxious to resolve this failure on our part and will take swift action to the parties, if still on staff, that failed to provide excellent service as we did on the *** when *** e-mailed us for a requestIt is our goal to turn the signature page around in one day as was done on the *** listed below.)
***/*** Patient's insurance processed her claim
***/*** AOKC mailed the patient statement with the outstanding balance of $***
***/*** Patient emailed requesting medical records
***/*** AOKC sent the Medical Records Request to the patient for completion
***/*** Patient returned the signed Medical Records Release to AOKC
*** AOKC mailed by Certified Mail the Patient records and X-Ray at no charge to the patient (TMA allows $for Medical Records Requests and a $X-ray charge and postage.)
Note: Patient has a $*** deductible, at the time of her visit she had only met $*** of the deductible
Please let us know how to appeal to this claim as we have done everything legally required of us to do by law and in accordance with the required timeline and provided the requested information at no charge, even though he TMA has set rates for this service
The outstanding issues with the Revdex.com are:
We have offered to take HR action against the staff members who failed to provide *** with the forms earlier if we can have dates she called and the names of the employees and/or any emails sent between ***/*** and ***/*** We have listened to several days of calls and need some better timeline to finish this task
Remove the complaint against AOKC from the Revdex.com log as resolved
I look forward to a call from *** to resolve this matter and remove the complaint or close it as resolved
*** ***
To the Revdex.com,
I would like to have an arbitrator. We have meet our requirements, offered apologies, asked for more information to improve and/or offer corrective action to the employee that didn't perform duties, but we have had no response from [redacted].
I have also reached out and called [redacted]. She indicated she would call back.
We have provided services, offered and provided her medical records without charge.
Please let us know what our next steps are to meet and/or resolve this issue.
To whom it may concern:
The patient stated the Purchase date was [redacted] and the problem occurred on the [redacted].
According to the clinical notes, the patient ([redacted]), was seen on [redacted]. This is her only clinic visit. [redacted] evaluated the patient.
If the patient...
made phone calls before the [redacted] we do not have a record of this and we always indicate that we must have a signed document to process the records.
The patient requested her medical records by email on [redacted], we returned a document for signature on [redacted], she returned the signed document on [redacted], [redacted]. We have 15 business days to comply with Medical Records Request.
The patient’s Medical Records were sent certified mail on the 15th business day [redacted], [redacted].
The patient does currently have an unpaid balance of over $[redacted].
[redacted] and the Revdex.com,
I returned your phone call this morning but
have not heard back so I am responding to these messages. Please note that I work
full time and am a part time student so the delay in response in not
intentional but as I have mentioned before I have a hectic schedule but, like
you, I would like this resolved as soon as possible.
As of yesterday evening, I did receive my
records so thank you for sending. However, here are some responses to your
messages.
·
You mentioned you wish I would
have escalated this issue to a practice manager, the CEO and/or the doctor if
my request was not met. Again, I have a very busy schedule, and luckily my
treatment was not urgent enough to take the time to bypass the individuals who
were answering the phone calls. By busy schedule I mean I work full time and
have class five days a week. It may seem unreasonable that I would not follow
up in person but I should not have to justify my schedule to make a simple
request. Additionally, I should not be required to escalate a simple request
for my medical records in order for someone to take notice. However, two weeks
after not hearing anything from [redacted] (who sent me a release form on
[redacted]) I did email her and asked for a status update and noted my rights to
receive my medical records and that I would file a complaint if I did not hear
back. She never answered and that is when I filed a complaint with the [redacted]
and on AOKC’s website. These complaints were filed two months after my first
initial request for my records.
·
You mentioned that AOKC mailed
a statement with an outstanding balance of $[redacted] on [redacted]. I have not
received this statement. I’ll be happy to pay the balance once the statement is
received.
·
Just for clarification, I did
not email anyone requesting my medical records. I had no access to find someone’s
email. I finally spoke to Ms. [redacted] on [redacted] after being transferred multiple
times I refused to let her hang up until I made some progress. Ms. [redacted] is
unfortunately the only person I have a name for since she emailed me a release
form.
·
Again, thank you for sending my
medical records that I received yesterday. I would like to mention, since the
fact that my records were sent free of charge is underlined and in bold, that
paying for my records was never an issue. The issue was getting anyone from
AOKC to process my records and notify me of my copy fee. The fee is
understandable BUT how can I be expected to pay a fee when I was never sent me
a bill for my outstanding balance or my copy fee and never sent a release form
until [redacted].
As of now I am closing my complaint not because
I am satisfied with the way this request was handled but because I finally did
receive my records. It is disappointing to have to report AOKC to two different
avenues ([redacted]) and issue a formal complaint on their website for
this issue to be addressed but I am glad it is at resolved. It is also
disappointing that this had to be escalated for anyone to pay attention to how
many times I had to submit a request for my medical records. Luckily this
treatment was not urgent, although still needed, but this is no excuse for how
long my request took to process and the lack of communication from anyone
regarding the status. If my records were mailed on [redacted] all I needed was a confirmation
of the status or any type of response to my email and all of this hassle could
have been avoided.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I checked my records and my only visit was on [redacted]. However, my first request for records was a week after my visit. From the second week of [redacted] until [redacted] I still made multiple phone calls to request my records. At one point someone returned my call, said she would get back to me with the copy fee amount then never called back. Although they do not have records of my requests, this does not mean I did not make them. As mentioned by AOKC, once they finally sent a release form on [redacted] I immediately returned the signed release form. Although AOKC stated that they finally sent my records, that will hopefully be here soon, there is still no explanation or justification for the delay. If all I needed to do was sign a release form, why was this never sent before? Do they expect me to make my own release form to send it? No one ever told me this when I called multiple times.
Additionally, I did miscalculate my original time of how long I was waiting but two months is still a long time to wait for records. Also, I was never notified that I owed “over $[redacted]”. I had one visit and made a $** co-pay after using my insurance. If there is a balance due on the account, nothing was ever sent to me and I have no idea what the charges would be for. Even if there was a charge for my records, since I only visited their office once, as stated by AOKC, the copy fee should not exceed $[redacted]. Additionally, according to my rights under HIPPA and the Health and Human Services I still legally have the right to my records even if I do owe a balance.
Regards,[redacted]
[redacted],
If you would like to call me the [redacted] at [redacted] please do so.
I sincerely apologize if you interrupted that we question you called, however without a name or date I can't "write an employee up for lack of performance" or resolve the issue that no one called you, which was not escalated to a management level. Perhaps one of the employees is longer in our employment made an error. For that possibility I again apologize. Of course it saddens me that you did not receive excellent service. Once you spoke with [redacted] on the [redacted] she did act the same day, the same as you.
Your request was put into the que for processing and has been sent to you in the mandated timelines.
What can we do to resolve your complaint in addition to your documents having been sent to you? We are eager to resolve your dissatisfaction.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Do I contact the clinic or will they contact me? My cell phone number is ***Thank you for your assistance in this matter*** ***
*** and the Revdex.com,
While we are very concerned about any lack of response on our side during the month of *** and *** we would like to resolve this matter and assure that *** we have taken this matter seriously
We never withheld or had intent to withhold Medical Records due to the outstanding balance
I have reached out to the patient by phone to resolve the issue today and she instructed me that she would return my call at 11:am cst I look forward to reviewing this issue and resolving the issues so we can all have resolution*** Patient Appt
***-*** - *** Patient calls AOKC to request medical records (We wish she would have escalated the issue to the practice manager, the CEO and/or the Doctor if the request was not met on the first call as listed below on the *** and is our typical level of service We do have employees that are no longer a part of the practice that could have not performed their duties or someone on staff currently that forgot We are still unclear who *** spoke to and how many times she called We are willing and anxious to resolve this failure on our part and will take swift action to the parties, if still on staff, that failed to provide excellent service as we did on the *** when *** e-mailed us for a requestIt is our goal to turn the signature page around in one day as was done on the *** listed below.)
***/*** Patient's insurance processed her claim
***/*** AOKC mailed the patient statement with the outstanding balance of $***
***/*** Patient emailed requesting medical records
***/*** AOKC sent the Medical Records Request to the patient for completion
***/*** Patient returned the signed Medical Records Release to AOKC
*** AOKC mailed by Certified Mail the Patient records and X-Ray at no charge to the patient (TMA allows $for Medical Records Requests and a $X-ray charge and postage.)
Note: Patient has a $*** deductible, at the time of her visit she had only met $*** of the deductible
Please let us know how to appeal to this claim as we have done everything legally required of us to do by law and in accordance with the required timeline and provided the requested information at no charge, even though he TMA has set rates for this service
The outstanding issues with the Revdex.com are:
We have offered to take HR action against the staff members who failed to provide *** with the forms earlier if we can have dates she called and the names of the employees and/or any emails sent between ***/*** and ***/*** We have listened to several days of calls and need some better timeline to finish this task
Remove the complaint against AOKC from the Revdex.com log as resolved
I look forward to a call from *** to resolve this matter and remove the complaint or close it as resolved
*** ***
To the Revdex.com,
I would like to have an arbitrator. We have meet our requirements, offered apologies, asked for more information to improve and/or offer corrective action to the employee that didn't perform duties, but we have had no response from [redacted].
I have also reached out and called [redacted]. She indicated she would call back.
We have provided services, offered and provided her medical records without charge.
Please let us know what our next steps are to meet and/or resolve this issue.
[redacted]
To whom it may concern:
The patient stated the Purchase date was [redacted] and the problem occurred on the [redacted].
According to the clinical notes, the patient ([redacted]), was seen on [redacted]. This is her only clinic visit. [redacted] evaluated the patient.
If the patient...
made phone calls before the [redacted] we do not have a record of this and we always indicate that we must have a signed document to process the records.
The patient requested her medical records by email on [redacted], we returned a document for signature on [redacted], she returned the signed document on [redacted], [redacted]. We have 15 business days to comply with Medical Records Request.
The patient’s Medical Records were sent certified mail on the 15th business day [redacted], [redacted].
The patient does currently have an unpaid balance of over $[redacted].
[redacted] and the Revdex.com,
I returned your phone call this morning but
have not heard back so I am responding to these messages. Please note that I work
full time and am a part time student so the delay in response in not
intentional but as I have mentioned before I have a hectic schedule but, like
you, I would like this resolved as soon as possible.
As of yesterday evening, I did receive my
records so thank you for sending. However, here are some responses to your
messages.
·
You mentioned you wish I would
have escalated this issue to a practice manager, the CEO and/or the doctor if
my request was not met. Again, I have a very busy schedule, and luckily my
treatment was not urgent enough to take the time to bypass the individuals who
were answering the phone calls. By busy schedule I mean I work full time and
have class five days a week. It may seem unreasonable that I would not follow
up in person but I should not have to justify my schedule to make a simple
request. Additionally, I should not be required to escalate a simple request
for my medical records in order for someone to take notice. However, two weeks
after not hearing anything from [redacted] (who sent me a release form on
[redacted]) I did email her and asked for a status update and noted my rights to
receive my medical records and that I would file a complaint if I did not hear
back. She never answered and that is when I filed a complaint with the [redacted]
and on AOKC’s website. These complaints were filed two months after my first
initial request for my records.
·
You mentioned that AOKC mailed
a statement with an outstanding balance of $[redacted] on [redacted]. I have not
received this statement. I’ll be happy to pay the balance once the statement is
received.
·
Just for clarification, I did
not email anyone requesting my medical records. I had no access to find someone’s
email. I finally spoke to Ms. [redacted] on [redacted] after being transferred multiple
times I refused to let her hang up until I made some progress. Ms. [redacted] is
unfortunately the only person I have a name for since she emailed me a release
form.
·
Again, thank you for sending my
medical records that I received yesterday. I would like to mention, since the
fact that my records were sent free of charge is underlined and in bold, that
paying for my records was never an issue. The issue was getting anyone from
AOKC to process my records and notify me of my copy fee. The fee is
understandable BUT how can I be expected to pay a fee when I was never sent me
a bill for my outstanding balance or my copy fee and never sent a release form
until [redacted].
As of now I am closing my complaint not because
I am satisfied with the way this request was handled but because I finally did
receive my records. It is disappointing to have to report AOKC to two different
avenues ([redacted]) and issue a formal complaint on their website for
this issue to be addressed but I am glad it is at resolved. It is also
disappointing that this had to be escalated for anyone to pay attention to how
many times I had to submit a request for my medical records. Luckily this
treatment was not urgent, although still needed, but this is no excuse for how
long my request took to process and the lack of communication from anyone
regarding the status. If my records were mailed on [redacted] all I needed was a confirmation
of the status or any type of response to my email and all of this hassle could
have been avoided.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I checked my records and my only visit was on [redacted]. However, my first request for records was a week after my visit. From the second week of [redacted] until [redacted] I still made multiple phone calls to request my records. At one point someone returned my call, said she would get back to me with the copy fee amount then never called back. Although they do not have records of my requests, this does not mean I did not make them. As mentioned by AOKC, once they finally sent a release form on [redacted] I immediately returned the signed release form. Although AOKC stated that they finally sent my records, that will hopefully be here soon, there is still no explanation or justification for the delay. If all I needed to do was sign a release form, why was this never sent before? Do they expect me to make my own release form to send it? No one ever told me this when I called multiple times.
Additionally, I did miscalculate my original time of how long I was waiting but two months is still a long time to wait for records. Also, I was never notified that I owed “over $[redacted]”. I had one visit and made a $** co-pay after using my insurance. If there is a balance due on the account, nothing was ever sent to me and I have no idea what the charges would be for. Even if there was a charge for my records, since I only visited their office once, as stated by AOKC, the copy fee should not exceed $[redacted]. Additionally, according to my rights under HIPPA and the Health and Human Services I still legally have the right to my records even if I do owe a balance.
Regards,[redacted]
[redacted],
If you would like to call me the [redacted] at [redacted] please do so.
I sincerely apologize if you interrupted that we question you called, however without a name or date I can't "write an employee up for lack of performance" or resolve the issue that no one called you, which was not escalated to a management level. Perhaps one of the employees is longer in our employment made an error. For that possibility I again apologize. Of course it saddens me that you did not receive excellent service. Once you spoke with [redacted] on the [redacted] she did act the same day, the same as you.
Your request was put into the que for processing and has been sent to you in the mandated timelines.
What can we do to resolve your complaint in addition to your documents having been sent to you? We are eager to resolve your dissatisfaction.
[redacted]