Aurora Health Care, Inc.

Review: On May 22, 2015 I arrived at the Aurora Health Clinic where my normal Dr is located. I was not feeling well with a cough and fatigue. I asked the front desk if the Dr [redacted] was buusy. She said your Dr is not available but a substitute can help you and stated " you came at a perfect time because she has time to see you now." I did not see my normal Dr but saw Dr [redacted]. She was a pleasant Dr. and told me that I had Bronchitis and sent me with 2 prescriptions to be filled. 10 minute or less visit. She said if I was not better in a few days to call and she would prescribe an antibiotic. I called her on May 26th at 8 a.m. and said I was not better. She said she would phone a RX in to Walgreen's in Neenah on 1191 Westowne Drive. I went to the pharmacy at noon and the pharmacy had no record of an RX for me. I went home and went back again about 5:00 and still no Rx phoned in. Three days later the pharmacy called me to say my Rx was ready. VERY poor follow up. The real reason I am writing the complaint is when I received the bill I was billed for an outpatient visit - $314. If I had called from home that morning and went in I would have been able to be seen at the same time with the same Dr and it would not have been billed as outpatient but for a normal Dr office visit. I disagree with the amount billed and am expecting a bill for a normal office visit. I am not looking at getting my office visit for nothing but purely disagree with the coded amount billed due to circumstances stated. I previously had gone to the Dr in the same fashion and received a bill in the amount of a normal office visit - I then had the flu.Desired Settlement: A revised bill for a normal office visit that in the past was about $125. Someone to discuss best practices follow up procedures to what a patient is told will happen and what the outcome actually is. Punctuality in follow up is the key to satisfied future patients.

Business

Response:

Revdex.com of Wisconsin

July 15 2015

RE: Aurora Health Care complaint [redacted]

Revdex.com personnel,

[redacted] has been contacted and though we provided an exp[redacted]tion for the billing of her visit she didn't agree with the information provided. Her primary complaint is the unscheduled visit resulted in a larger charge than she expected and she thought if she had a scheduled appointment it would have a lesser cost.

It was explained to [redacted] that she was only billed for an office visit as expected and that would've been the same even if her appointment was scheduled. All office visits fall into a range of level one through five; level one visits generally require minimal decision making from the provider and are very brief and general whereas level five visits generally require more complex decision making, are longer in length and more in-depth. [redacted] was billed at a level four and a review by our professional coding staff confirmed that was the correct level of service for her visit. The entire $305.91 billed balance was assessed to her deductible by her insurance though a small discount was also applied. With regards to the prescription she waited for, our records indicate it was called into Walgreen's shortly after 9AM on May 28 so it is unknown why it wouldn't have been available later that same day.

[redacted] was offered a payment plan where she can split the balance into monthly payments and pay over time but declined that offer. Despite sharing the results of our reviews she remained unsatisfied with the balance her insurance says she is responsible for. She is aware that if the balance remains unpaid she will risk placement with a third party collection agency but says she will allow that course of action.

Consumer

Response:

Review: I was a patient at Aurora Advanced Healthcare clinics back from 2007-2011 but switched to Froedtert after I moved to a different area. A few years later I went back to Aurora and on my billing charges they had given me a "miscellaneous" credit. I called to inquire about this. The woman I spoke with said that I had overpaid several hundreds of dollars back in 2011. I asked why nobody had sent me a check for the overpayment and she said that it was company policy to only give money back to patients if it was requested. I asked her how this was any different that stealing. She said, I don't believe it is any different than stealing and i've brought it up to the company several times.

If I hadn't have gone back to Aurora for an ultrasound 3 years later they would have simply kept my money. I am troubled to imagine how many people's money they just keep because it isn't specifically requested from the patient to have their money back.Desired Settlement: I want them to give me the money back- at this point they keep giving me this money as a "misc credit" on my bill. I have asked them to charge me the whole amount so that the amount I submit can be towards my deductible but they have now messed this up twice. So instead of me meeting my deductible they are applying moneys that they have owed me for 3 years to my bill and hurting me again.

I am just disgusted with this company and that they are so large and are getting away with this.

Business

Response:

Revdex.com of Wisconsin

June 25 2014

RE: Aurora Health Care complaint [redacted]

Revdex.com,

We have contacted [redacted] and resolved her complaint.

We acknowledge [redacted] had a credit on her account from an overpayment in 2011 and she wasn't notified of this credit until returning to Aurora in 2014 and receiving a bill. As we explained to her, in the event of a patient having a credit and no balance due, the patient has the option of receiving a refund for the credit amount or leaving the credit on the account for it to be applied to future charges. Internally, there is a process for notifying patients of a credit balance but obviously that process failed [redacted] and for that, we sincerely apologize.

Initially, the credit amount in question was $205.51. After [redacted]'s visit to Aurora earlier this year $71 of the credit was applied to her outstanding balance leaving a credit of $134.5 and from that amount, her current balance of $92.82 was paid leaving a credit amount of $41.69. An itemized bill has been mailed to [redacted] to verify her now $0 balance and a refund of the $41.69 has been initiated. Please accept this reply as confirmation that this matter has been addressed.