Bullitt County Family Practitioner

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Bullitt County Family Practitioner Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: Ms [redacted] states she received a bill from our office and states that her daughter nor herself were never seen in our facilityThis bill is from a visit when the patient was in-patient and our Physician saw her in the facilityThis bill is from 04/12/& 05/21/I do not know who spoke with Ms [redacted] on her phone call, but anyone in the billing office would have been able to assist her with her questions regarding this billAs the patient is a minor, the bill remains the responsibility of the parent and these services were performed on an In-patient basis, billed to [redacted] , and paid with the balance remaining due from the patient as part of the deductibleThese services have been billed to Ms [redacted] since 09/with no response, we now have a new system and all old balances are being billed to the patients as a last resort to obtain payment before turning accounts over to collectionsIf she would like to contact me to discuss this bill I would be happy to discuss these services with her as I cannot place the details of this information any further without violating HIPAA privacy rulesI can be reached Monday-Friday 8:30-5pm Eastern Standard time and would be happy to go over these services in detail with her###-###-#### Sent on: 10/1/1:43:PM

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Bullitt County Family Practitioner Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] * [redacted] Staff Member: Response: The patient came in to our office stating he had not been to a doctor in years and he wanted to be checked out with labsNew patients in our office are not given Preventive visits upon their 1st visit to our office, as we need to establish the patient with our office to find out all health issues prior to offering Preventive services, The patient complained that he had been light headed x month with associated weakness, states resolved with eating candyPatient refused cardiac wothat was recommended by the nurse practitionerThe patient returned to the office for a follow up on the labs that were obtained on his first visitThe wellness was not completed at this visit Sent on: 10/22/1:09:PM

It has been brought to our attention that Ms [redacted] was not satisfied with our servicesAs a result of this we have written her account to zero We do stand by what our doctor had written in his treatment plan, however we want our patients to be pleased with our servicesWe appreciate you bringing this matter to our attention and feel that we have made the correction to rectify the situation Thank you, Bullitt County Family Practitioners ***

The patient was seen at The [redacted] Hospital, the information that was sent to us by this facility was for Humana, we submitted to claim to [redacted] for it to be returned stating that the patient had Primary insurance through [redacted] , we tried contacting [redacted] and were unsuccessful in obtaining the correct information, we at that point billed the guarantor on the account Ms [redacted] beginning 1/7/ After receiving no response from Ms [redacted] the claim was forwarded to CCHA on 4/1/15, where at least statements had been sent to her to contact our office as additional information was needed It is ultimately the patients or guarantors responsibility to make sure the provider has the correct insurance to bill the claims in a timely manner Ms [redacted] was told on the date that she called that we would file this to the insurance but it would be denied as timely filing and she would still be responsible for this balance I have contacted the [redacted] and obtained the insurance but still do not have the information needed to file this claim The [redacted] has the behavioral health and we are not behavioral health providersThis should be her responsibility to have obtained and given the correct insurance information to us to bill this in a timely manner with the insurance as we cannot be in the middle of Mother, Father insurance issues Thanks, [redacted] Bullitt County Family Practitioners

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 For your reference, details of the offer I reviewed appear below At no time during the process was I informed that new patients were not allowed Wellness visitsWhen we talked with [redacted] at the LJ office on October 3rd, we were informed a Wellness visit would have been allowed, but since I supposedly didn't inform them up front, it wasn't coded that way In addition, I have no idea what a cardiac wois nor do I recall it being recommended I am very disappointed in this experience and process I intend to look elsewhere for future medical needs Regards, [redacted] ***

Bullitt County Family Practitioners is a family owned, very poplar doctors office and it truly saddens us when our patients feel upsetWe value each and everyone of our patients.We are very concerned that Mr*** feels he had a bad experience with us. Our office is very well known
in all hospitals in Louisville Metro and Bullitt County, we do rounds at *** *** ***l dailyAs to the complaint from Mr***, our response is as follows: (1) It is clearly stated in the documents you sign upon being admitted to a hospital , as well as posters on the walls in any hospital, that the hospital and the treating Doctors will bill separately for their servicesWe perform services for the patients that are admitted to the hospital and it is within our right to collect any monies that is owed to us that a patients insurance does not cover. (2) This patient was sent multiple statements about this account and we never got a response, so due to no response for a period of year we have turned the account over to a collection agencyThe patient has never reached out to our office to resolve this balanceIf the patient had reached out to us, we would have been more than happy to work with them on this balanceWe could have made a payment plan or even taken some charges off to help the patientThe patients insurance was billed correctly and returned as " patient responsibility". (3) The patient is more than welcome to call our office at ###-###-#### and discuss the matter with our billing department and work out a plan that will get his account out of collections and get his balance paidHowever, we will not write off this balance nor take it out of collections until it is paidOur staff cared for and treated this patient and we are entitled to payment for our services. Sincerely, *** ***Bullitt County Family PractitionersDrArla Way Suite 101Louisville, Ky40229Phone: ###-###-####

Thank you for resolving this issueI am very pleased with the outcomeThanks again, *** ***

Response:To whom it may concern regarding patient *** *** , there seems to be a slight miscommunication between the patient and the officeThe patient was seen on 11-16-for a regular office visit (which is very well documented in her chart) and does require her $co-pay from her
insurance with ***She was ask to return for labs and her wellnessShe returned on 11-22-for her annual wellness which is covered 100% thru her health insuranceNevertheless, I have adjusted the $balance from her accountThank you, Dr*** ***Sent on: 12/7/1:35:PM

[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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,*** ***

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Bullitt County Family Practitioner
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]...

[redacted]
Staff Member:
Response:
The patient came in to our office stating he had not been to a doctor in years and he wanted to be checked out with labs. New patients in our office are not given Preventive visits upon their 1st visit to our office, as we need to establish the patient with our office to find out all health issues prior to offering Preventive services, The patient complained that he had been light headed x 1 month with associated weakness, states resolved with eating candy. Patient refused cardiac work-up that was recommended by the nurse practitioner. The patient returned to the office for a follow up on the labs that were obtained on his first visit. The wellness was not completed at this visit.
Sent on: 10/22/2015 1:09:20 PM

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Bullitt County Family Practitioner Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff...

Member: Response: Ms. [redacted] states she received a bill from our office and states that her daughter nor herself were never seen in our facility. This bill is from a visit when the patient was in-patient and our Physician saw her in the facility. This bill is from 04/12/2013 & 05/21/2013. I do not know who spoke with Ms. [redacted] on her phone call, but anyone in the billing office would have been able to assist her with her questions regarding this bill. As the patient is a minor, the bill remains the responsibility of the parent and these services were performed on an In-patient basis, billed to [redacted], and paid with the balance remaining due from the patient as part of the deductible. These services have been billed to Ms [redacted] since 09/2013 with no response, we now have a new system and all old balances are being billed to the patients as a last resort to obtain payment before turning accounts over to collections. If she would like to contact me to discuss this bill I would be happy to discuss these services with her as I cannot place the details of this information any further without violating HIPAA privacy rules. I can be reached Monday-Friday 8:30-5pm Eastern Standard time and would be happy to go over these services in detail with her. ###-###-#### Sent on: 10/1/2015 1:43:14 PM

It has been brought to our attention that Ms. [redacted] was not satisfied with our services. As a result of this we have written her account to zero.
We do stand by what our doctor had written in his treatment plan, however we want our patients to be pleased with our services. We appreciate...

you bringing this matter to our attention and feel that we have made the correction to rectify the situation.
Thank you, Bullitt County Family Practitioners 
[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.  For your reference, details of the offer I reviewed appear below.
At no time during the process was I informed that new patients were not allowed Wellness visits. When we talked with [redacted] at the LJ office on October 3rd, we were informed a Wellness visit would have been allowed, but since I supposedly didn't inform them up front, it wasn't coded that way.  In addition, I have no idea what a cardiac work-up is nor do I recall it being recommended.  I am very disappointed in this experience and process.  I intend to look elsewhere for future medical needs.     
Regards,[redacted]

The patient was seen at The [redacted] Hospital, the information that was sent to us by this facility was for Humana, we submitted to claim to [redacted] for it to be returned stating that the patient had Primary insurance through [redacted], we tried contacting [redacted] and were unsuccessful in obtaining...

the correct information,  we at that point billed the guarantor on the account Ms. [redacted] beginning 1/7/2015.  After receiving no response from Ms. [redacted] the claim was forwarded to CCHA on 4/1/15, where at least 3 statements had been sent to her to contact our office as additional information was needed.    It is ultimately the patients or guarantors responsibility to make sure the provider has the correct insurance to bill the claims in a timely manner.  Ms [redacted] was told on the date that she called that we would file this to the insurance but it would be denied as timely filing and she would still be responsible for this balance.  I have contacted the [redacted] and obtained the insurance but still do not have the information needed to file this claim.  The [redacted] has the behavioral health and we are not behavioral health providers. This should be her responsibility to have obtained and given the correct insurance information to us to bill this in a timely manner with the insurance as we cannot be in the middle of Mother, Father insurance issues. 
 
 
Thanks,
[redacted]
Bullitt County Family Practitioners