Brook Grove Nursing Home

October 28, 2015Once again Brooke Grove is pleased to have the opportunity to respond to Complaint ID [redacted] .In reviewing the most recent letter, which was mailed about a week apart from Revdex.com's first letter, there really isn't any substantive difference in the overall content from the first letter (October 16, 2015).Brooke Grove took action on behalf of the resident of our health care facilityThe responsible party was not paying for care provided by Brooke Grove as required by conditions of the resident's Medicaid approval/authorizationPart of the Medicaid approval required the responsible party to use the resident's income (Social Security) to be used for health care services provided by the facilityThe responsible party did not fully complyOver time this resulted in a significant underpayment to the facility for health care servicesInvoices are mailed monthlyThere was no confusion about the amount(s) due at any time.In response Brooke Grove requested that Social Security Administration approve direct payments to the facilityBrooke Grove's request to become Representative Payee was approved by the Social Security AdministrationDuring the transition the responsible party paid part of the previous debt by checkBrooke Grove retained the money as partial paymentThere remains a balance due for health care services provided to the resident from the responsible party.In Revdex.com's letter of October 20, the customer indicates that the facility is refusing to pay for the resident's medical billsMedical costs from other health care providers are billed to the responsible party directly, e.g., physician services, etcThose services are not provided by the facilityThey are not the responsibility of the facilityAny expenses resulting from such medical services are the responsibility of the resident/responsible party.Thanks again for the opportunity respond to this concernAs mentioned in the previous email additional information may be protected by HIPAA and require consent from the responsible party to disclose.Sincerely,Dennis HVP

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There was not a significant debt and Brook Grove has refused to provide a full accounting of the situation as well as the paperwork regarding the representative payee status Brook Grove emails indicated that the past debt was written off Later, they indicated they were keeping the overpayment as past debt My husband is power of attorney They cannot become payee without his or family consent They did not get consent per federal, state and social security rules They failed to tell the family that they took payee The family did an auto payment monthly which continued due to the family being unaware of the payee status That overpayment was not meant for past debt It was meant for the monthly payment They are reporting money owed Per our accounting and documentation from them, no money is owed, and in fact Brook Grove owes [redacted] funds The amount paid is based off the money [redacted] receives from social security They are reporting [redacted] received a higher amount than received Payments were made based off of the social security amount as they advised me to do We have provided Brook Grove documentation of the amount [redacted] has received as well as a full accounting They refuse to work with myself, as the new representative payee or my husband as power of attorney to clear up the situation Per nursing home rights, the patient is allowed to manage their own money or nominate a representative [redacted] ***, due to her dementia, cannot nominate Brook Grove as she has no understanding on money.Additionally, as representative payee, per the social security handbook, they are required to pay for [redacted] ***'s expenses including medical and purchasing They refuse to pay any bills and held onto her funds [redacted] needed clothing replaced, which they refused to do as well as medical bills paid They have not returned that money as advised by social security They told us that they do not pay and we need to prepay for items and bills and they will decide if it gets reimbursed That is not how this fund is supposed to work They are refusing to follow federal, state, local and social security rules If Brook Grove is correct in their billing practices, they would provide a full accounting as well as the representative payee paperwork that gave them approval to take past debt Currently, they are claiming past debt still owed, but the November bill is not reflective of it A professional organization would sit down with the family and provide a full accounting and get this worked out They would act responsibly and get consent for becoming representative payee, and as the payee pay [redacted] ***'s bills and purchase her needed items as mandated by the payee handbook Regards, [redacted]

RE: Revdex.com Complaint ID [redacted] Revdex.com's Second Letter, October 20, [redacted] Once again Brooke Grove is pleased to have the opportunity to respond to Complaint ID [redacted] In reviewing the most recent letter, which was mailed about a week apart from Revdex.com's first letter, there really isn't any substantive difference in the overall content from the first letter (October 16, 2015)Brooke Grove took action on behalf of the resident of our health care facilityThe responsible party was not paying for care provided by Brooke Grove as required by conditions of the resident's Medicaid approval/authorizationPart of the Medicaid approval required the responsible party to use the resident's income (Social Security) to be used for health care services provided by the facilityThe responsible party did not fully complyOver time this resulted in a significant underpayment to the facility for health care servicesInvoices are mailed monthlyThere was no confusion about the amount(s) due at any timeIn response Brooke Grove requested that Social Security Administration approve direct payments to the facilityBrooke Grove's request to become Representative Payee was approved by the Social Security AdministrationDuring the transition the responsible party paid part of the previous debt by checkBrooke Grove retained the money as partial paymentThere remains a balance due for health care services provided to the resident from the responsible partyIn Revdex.com's letter of October 20, the customer indicates that the facility is refusing to pay for the resident's medical billsMedical costs from other health care providers are billed to the responsible party directly, e.g., physician services, etcThose services are not provided by the facilityThey are not the responsibility of the facilityAny expenses resulting from such medical services are the responsibility of the resident/responsible partyThanks again for the opportunity respond to this concernAs mentioned in the previous email additional information may be protected by HIPAA and require consent from the responsible party to discloseSincerely, Dennis H***, VP

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There was not a significant debt and Brook Grove has refused to provide a full accounting of the situation as well as the paperwork regarding the representative payee status. Brook Grove emails indicated that the past debt was written off. Later, they indicated they were keeping the overpayment as past debt. My husband is power of attorney. They cannot become payee without his or family consent. They did not get consent per federal, state and social security rules. They failed to tell the family that they took payee. The family did an auto payment monthly which continued due to the family being unaware of the payee status. That overpayment was not meant for past debt. It was meant for the monthly payment. They are reporting money owed. Per our accounting and documentation from them, no money is owed, and in fact Brook Grove owes [redacted] funds. The amount paid is based off the money [redacted] receives from social security. They are reporting [redacted] received a higher amount than received. Payments were made based off of the social security amount as they advised me to do. We have provided Brook Grove documentation of the amount [redacted] has received as well as a full accounting. They refuse to work with myself, as the new representative payee or my husband as power of attorney to clear up the situation. Per nursing home rights, the patient is allowed to manage their own money or nominate a representative. [redacted] ***, due to her dementia, cannot nominate Brook Grove as she has no understanding on money. Additionally, as representative payee, per the social security handbook, they are required to pay for [redacted] ***'s expenses including medical and purchasing. They refuse to pay any bills and held onto her funds. [redacted] needed clothing replaced, which they refused to do as well as medical bills paid. They have not returned that money as advised by social security. They told us that they do not pay and we need to prepay for items and bills and they will decide if it gets reimbursed. That is not how this fund is supposed to work. They are refusing to follow federal, state, local and social security rules. If Brook Grove is correct in their billing practices, they would provide a full accounting as well as the representative payee paperwork that gave them approval to take past debt. Currently, they are claiming past debt still owed, but the November bill is not reflective of it. A professional organization would sit down with the family and provide a full accounting and get this worked out. They would act responsibly and get consent for becoming representative payee, and as the payee pay [redacted] ***'s bills and purchase her needed items as mandated by the payee handbook. Regards, [redacted]

October 28, Once again Brooke Grove is pleased to have the opportunity to respond to Complaint ID ***In reviewing the most recent letter, which was mailed about a week apart from Revdex.com's first letter, there really isn't any substantive difference in the overall content from
the first letter (October 16, 2015).Brooke Grove took action on behalf of the resident of our health care facilityThe responsible party was not paying for care provided by Brooke Grove as required by conditions of the resident's Medicaid approval/authorizationPart of the Medicaid approval required the responsible party to use the resident's income (Social Security) to be used for health care services provided by the facilityThe responsible party did not fully complyOver time this resulted in a significant underpayment to the facility for health care servicesInvoices are mailed monthlyThere was no confusion about the amount(s) due at any time.In response Brooke Grove requested that Social Security Administration approve direct payments to the facilityBrooke Grove's request to become Representative Payee was approved by the Social Security AdministrationDuring the transition the responsible party paid part of the previous debt by checkBrooke Grove retained the money as partial paymentThere remains a balance due for health care services provided to the resident from the responsible partyIn Revdex.com's letter of October 20, the customer indicates that the facility is refusing to pay for the resident's medical billsMedical costs from other health care providers are billed to the responsible party directly, e.g., physician services, etcThose services are not provided by the facilityThey are not the responsibility of the facilityAny expenses resulting from such medical services are the responsibility of the resident/responsible party.Thanks again for the opportunity respond to this concernAs mentioned in the previous email additional information may be protected by HIPAA and require consent from the responsible party to discloseSincerely,
Dennis H
VP

RE: Revdex.com Complaint ID *** Revdex.com's Second Letter, October 20, ***Once again Brooke Grove is pleased to have the opportunity to respond to Complaint ID ***In reviewing the most recent letter, which was mailed about a week apart from Revdex.com's first letter, there really isn't any substantive difference in the overall content from the first letter (October 16, 2015).Brooke Grove took action on behalf of the resident of our health care facilityThe responsible party was not paying for care provided by Brooke Grove as required by conditions of the resident's Medicaid approval/authorizationPart of the Medicaid approval required the responsible party to use the resident's income (Social Security) to be used for health care services provided by the facilityThe responsible party did not fully complyOver time this resulted in a significant underpayment to the facility for health care servicesInvoices are mailed monthlyThere was no confusion about the amount(s) due at any time.In response Brooke Grove requested that Social Security Administration approve direct payments to the facilityBrooke Grove's request to become Representative Payee was approved by the Social Security AdministrationDuring the transition the responsible party paid part of the previous debt by checkBrooke Grove retained the money as partial paymentThere remains a balance due for health care services provided to the resident from the responsible party.In Revdex.com's letter of October 20, the customer indicates that the facility is refusing to pay for the resident's medical billsMedical costs from other health care providers are billed to the responsible party directly, e.g., physician services, etcThose services are not provided by the facilityThey are not the responsibility of the facilityAny expenses resulting from such medical services are the responsibility of the resident/responsible party.Thanks again for the opportunity respond to this concernAs mentioned in the previous email additional information may be protected by HIPAA and require consent from theresponsible party to disclose.Sincerely,Dennis H***, VP

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  There was not a significant debt and Brook Grove has refused to provide a full accounting of the situation as well as the paperwork regarding the representative payee status.  Brook Grove emails indicated that the past debt was written off.  Later, they indicated they were keeping the overpayment as past debt.  My husband is power of attorney.  They cannot become payee without his or family consent.  They did not get consent per federal, state and social security rules.  They failed to tell the family that they took payee.  The family did an auto payment monthly which continued due to the family being unaware of the payee status.  That overpayment was not meant for past debt.  It was meant for the monthly payment.  They are reporting money owed.  Per our accounting and documentation from them, no money is owed, and in fact Brook Grove owes [redacted] funds.  The amount paid is based off the money [redacted] receives from social security.  They are reporting [redacted] received a higher amount than received.  Payments were made based off of the social security amount as they advised me to do.  We have provided Brook Grove documentation of the amount [redacted] has received as well as a full accounting.  They refuse to work with myself, as the new representative payee or my husband as power of attorney to clear up the situation.  Per nursing home rights, the patient is allowed to manage their own money or nominate a representative.  [redacted], due to her dementia, cannot nominate Brook Grove as she has no understanding on money.Additionally, as representative payee, per the social security handbook, they are required to pay for [redacted]'s expenses including medical and purchasing.  They refuse to pay any bills and held onto her funds.  [redacted] needed clothing replaced, which they refused to do as well as medical bills paid.  They have not returned that money as advised by social security.  They told us that they do not pay and we need to prepay for items and bills and they will decide if it gets reimbursed.  That is not how this fund is supposed to work.  They are refusing to follow federal, state, local and social security rules. 
If Brook Grove is correct in their billing practices, they would provide a full accounting as well as the representative payee paperwork that gave them approval to take past debt.  Currently, they are claiming past debt still owed, but the November bill is not reflective of it.  A professional organization would sit down with the family and provide a full accounting and get this worked out.  They would act responsibly and get consent for becoming representative payee, and as the payee pay [redacted]'s bills and purchase her needed items as mandated by the payee handbook.
Regards,
[redacted]

October 28, 2015Once again Brooke Grove is pleased to have the opportunity to respond to Complaint ID [redacted].In reviewing the most recent letter, which was mailed about a week apart from Revdex.com's first letter, there really isn't any substantive difference in the overall content from the first letter...

(October 16, 2015).Brooke Grove took action on behalf of the resident of our health care facility. The responsible party was not paying for care provided by Brooke Grove as required by conditions of the resident's Medicaid approval/authorization. Part of the Medicaid approval required the responsible party to use the resident's income (Social Security) to be used for health care services provided by the facility. The responsible party did not fully comply. Over time this resulted in a significant underpayment to the facility for health care services. Invoices are mailed monthly. There was no confusion about the amount(s) due at any time.In response Brooke Grove requested that Social Security Administration approve direct payments to the facility. Brooke Grove's request to become Representative Payee was approved by the Social Security Administration. During the transition the responsible party paid part of the previous debt by check. Brooke Grove retained the money as partial payment. There remains a balance due for health care services provided to the resident from the responsible party.In Revdex.com's letter of October 20, 2015 the customer indicates that the facility is refusing to pay for the resident's medical bills. Medical costs from other health care providers are billed to the responsible party directly, e.g., physician services, etc. Those services are not provided by the facility. They are not the responsibility of the facility. Any expenses resulting from such medical services are the responsibility of the resident/responsible party.Thanks again for the opportunity respond to this concern. As mentioned in the previous email additional information may be protected by HIPAA and require consent from the responsible party to disclose.Sincerely,Dennis H. VP

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  There was not a significant debt and Brook Grove has refused to provide a full accounting of the situation as well as the paperwork regarding the representative payee status.  Brook Grove emails indicated that the past debt was written off.  Later, they indicated they were keeping the overpayment as past debt.  My husband is power of attorney.  They cannot become payee without his or family consent.  They did not get consent per federal, state and social security rules.  They failed to tell the family that they took payee.  The family did an auto payment monthly which continued due to the family being unaware of the payee status.  That overpayment was not meant for past debt.  It was meant for the monthly payment.  They are reporting money owed.  Per our accounting and documentation from them, no money is owed, and in fact Brook Grove owes [redacted] funds.  The amount paid is based off the money [redacted] receives from social security.  They are reporting [redacted] received a higher amount than received.  Payments were made based off of the social security amount as they advised me to do.  We have provided Brook Grove documentation of the amount [redacted] has received as well as a full accounting.  They refuse to work with myself, as the new representative payee or my husband as power of attorney to clear up the situation.  Per nursing home rights, the patient is allowed to manage their own money or nominate a representative.  [redacted], due to her dementia, cannot nominate Brook Grove as she has no understanding on money.
Additionally, as representative payee, per the social security handbook, they are required to pay for [redacted]'s expenses including medical and purchasing.  They refuse to pay any bills and held onto her funds.  [redacted] needed clothing replaced, which they refused to do as well as medical bills paid.  They have not returned that money as advised by social security.  They told us that they do not pay and we need to prepay for items and bills and they will decide if it gets reimbursed.  That is not how this fund is supposed to work.  They are refusing to follow federal, state, local and social security rules. 
If Brook Grove is correct in their billing practices, they would provide a full accounting as well as the representative payee paperwork that gave them approval to take past debt.  Currently, they are claiming past debt still owed, but the November bill is not reflective of it.  A professional organization would sit down with the family and provide a full accounting and get this worked out.  They would act responsibly and get consent for becoming representative payee, and as the payee pay [redacted]'s bills and purchase her needed items as mandated by the payee handbook.
Regards,
[redacted]

RE: Revdex.com Complaint ID [redacted]
      Revdex.com's Second Letter, October 20, 2015 [redacted]
Once again Brooke Grove is pleased to have the opportunity to respond to Complaint ID [redacted].
In reviewing the most recent letter, which was mailed about a week apart from Revdex.com's first letter, there really isn't any substantive difference in the overall content from the first letter (October 16, 2015).
Brooke Grove took action on behalf of the resident of our health care facility. The responsible party was not paying for care provided by Brooke Grove as required by conditions of the resident's Medicaid approval/authorization. Part of the Medicaid approval required the responsible party to use the resident's income (Social Security) to be used for health care services provided by the facility. The responsible party did not fully comply. Over time this resulted in a significant underpayment to the facility for health care services. Invoices are mailed monthly. There was no confusion about the amount(s) due at any time.
In response Brooke Grove requested that Social Security Administration approve direct payments to the facility. Brooke Grove's request to become Representative Payee was approved by the Social Security Administration. During the transition the responsible party paid part of the previous debt by check. Brooke Grove retained the money as partial payment. There remains a balance due for health care services provided to the resident from the responsible party.
In Revdex.com's letter of October 20, 2015 the customer indicates that the facility is refusing to pay for the resident's medical bills. Medical costs from other health care providers are billed to the responsible party directly, e.g., physician services, etc. Those services are not provided by the facility. They are not the responsibility of the facility. Any expenses resulting from such medical services are the responsibility of the resident/responsible party.
Thanks again for the opportunity respond to this concern. As mentioned in the previous email additional information may be protected by HIPAA and require consent from the
responsible party to disclose.
Sincerely,
Dennis H[redacted], VP