Bozeman Deaconess Hospital

We received an increase in calls that created Bozeman Health to receive over messages a dayWe worked diligently to dig into the problem and resolve the issue as quickly as possible Mr [redacted] should receive his letter in today’s mail as it was mailed yesterday certifiedWe apologize for this error

Complaint: ***I am rejecting this response because:
I did finally speak with someone that helped me understand what was going onI would like a response from Bozeman Health regarding the one remaining and in my opinion the most concerning issue
After receiving what I consider a letter threatening to send me to collections if not paid with in days I called several times, and was promised a return phone callMore than days passed prior to filing this complaint with out a return phone callI understand that there was a mistake in the system now, after I called and spoke with someone that was actually helpful rather then just shortWhy did I not, and still have not received a return phone callWhy was there not a letter sent out as soon as the mistake was realized explaining what had happenedDuring my first phone call I was told by the agent on the phone that the bill was legit and that I needed to pay it, so I ended up spending many hours trying to get this figured outThese are hours that were taken away from my family or my workA simple call back with in a reasonable amount of time would have curbed all of thisI would like to know why the communications around this situation were so bad
Also, as far as I know I have not received the letter referred to in the response.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I do not feel that this is an acceptable way to conduct businessIt is not the individual customer's fault that you have a higher call volume, using that as an excuse is not professionalYou should anticipate things like this occurring and be prepared for itWhat corrective actions have you identified to prevent a situation like this in the future? When will your planned corrective actions be completed? Sincerely,*** ***

We received an increase in calls that created Bozeman Health to receive over 500 messages a day. We worked diligently to dig into the problem and resolve the issue as quickly as possible.  Mr. [redacted] should receive his letter in today’s mail as it was mailed yesterday certified. We apologize for this error.

I have received your complaint concerning a statement from Patient Business Services. Bozeman Health has hired Patient Business Services to help us with our self-pay balances in our old Health Group system.
 
Bozeman Health sent flies to Patient Business Services to work on our behalf....

Patient Business Services sent out a letter to the patients. This resulted in numerous calls from our patients. While investigating these complaints we have discovered a system error in these files that was sending over balances that patients did not owe due to a credit /debit line item issue.
 
Patient Business Services stopped sending out letters to patients once we made them aware of the error in our system files.  We have worked diligently to get this resolved for our patients. Mr. [redacted] has a zero balance in our old Health Group System. I have also sent him a letter explaining this along with our apology.