Cedar Hills Hospital

I am writing to follow up on a patient complaint that Cedar Hills Hospital received through the Revdex.com on behalf of [redacted] (ID# [redacted] )The following is our response to the concerns cited in a letter written on October 26'", 2015: I would like to begin by apologizing for the lapse in communication you experienced while attempting to secure a copy of a medical recordCedar Hills Hospital prides itself on providing prompt and helpful customer service to patients, families,and providers in the community.I understand that your phone calls were not returned on several occasions, and I agree with you that this is inexcusableI can assure you that this has already been addressed directly with our staff With regard to your request for delivery of medical records,I have confirmed that records were sent on October 21, Our medical records department sympathizes with your struggle to submit this request, and have agreed to waive all shipment chargesTo prevent similar incidents from occurring in the future,we will be editing the content of the Cedar Hills Hospital website to include the correct fax number for the medical records department.The fax number that is provided on the voice messages for our medical records department has also been updated Again, I apologize for any inconvenience that we may have caused you related to this issuePlease feel free to contact me directly if you have any further concerns Performance Improvement I Patient Advocacy Office: [redacted]

Cedar Hills Hospital takes all complaints and/or concerns very seriously; we attempt to resolve allcomplaints in ways that are satisfactory to both partiesWe appreciate feedback from our consumersand strive to use the feedback to improve the services we deliver and the way in which we interact withour patients and their family members Cedar Hills Hospital follows the standard practice as outlined by the Oregon Hospital Association toprovide an estimate of the prospective patient's portion of the cost of care to be provided at ourfacilityIt is our practice to request that the prospective patient make a deposit towards the amount ofthe estimated patient responsibilityProspective patients are told that they will be refunded anypossible overpayment from their deposit within days of receiving payment from their insurancecompany We have reached out to the complainant in an attempt to resolve this issueDue to state and federalprivacy regulations, we are unable to comment further on this matter in public forums Sincerely,John P [redacted]

Dear [redacted] , I am writing to follow up on a patient complaint that Cedar Hills Hospital received through the RevDex.com on behalf of [redacted] and [redacted] (ID# [redacted] ). The following is our response to the concerns cited in a letter written on August 6th, 2015: Cedar... Hills Hospital would like to sincerely apologize for any inconvenience caused in the resolution of this billing issue. We accept full responsibility for not returning your call, and hopefully you are now satisfied with the contact you have had through the organization's Patient Advocate. We have investigated the EFT# that you provided and, unfortunately, there is no information attached to this number that has led us to the payment your insurance is claiming to have paid. We are currently working to resolve this on your behalf and have made multiple calls to your insurance representative, who will be able to provide proof of this payment. The transfer of your account to collections was done in error, and we sympathize with the confusion and undue stress this must have caused. Your account has been removed from collections as of 8/14/15. Cedar Hills Hospital also acknowledges that you overpaid the estimated cost of treatment by one day, and will issue a refund as soon as the correct amount can be determined. We hope that the contact you have had with our organization over the past week has provided a clearer understanding of your current billing situation. You can be confident that Cedar Hills Hospital will continue to work on this issue through your insurance, and will send you a new invoice as soon as the adjustments are finalized. Please feel free to contact the facility's Patient Advocate directly if you have any further concerns.

I am writing to follow up on a patient complaint that Cedar Hills Hospital received through the Revdex.com on behalf of [redacted] (ID# [redacted]). The following is our response to the concerns cited in a letter written on October 26'", 2015:
I would like to begin by apologizing for...

the lapse in communication you experienced while attempting to secure a copy of a medical record. Cedar Hills Hospital prides itself on providing prompt and helpful customer service to patients, families,and providers in the community.I understand that your phone calls were not returned on several occasions, and I agree with you that this is inexcusable. I can assure you that this has already been addressed directly with our staff.
With regard to your request for delivery of medical records,I have confirmed that records were sent on October
21, 2015. Our medical records department sympathizes with your struggle to submit this request, and have agreed to waive all shipment charges. To prevent similar incidents from occurring in the future,we  will be editing the content of the Cedar Hills Hospital website to include the correct fax number for the medical records department.The fax number that is provided on the voice messages for our medical records department has also been updated.
Again, I apologize for any inconvenience that we may have caused you related to this issue. Please feel free to contact me directly if you have any further concerns
Performance Improvement I Patient Advocacy
Office:    [redacted]

Dear [redacted],
I am writing to follow up on a patient complaint that Cedar Hills Hospital received through the Revdex.com on behalf of [redacted] and [redacted] (ID#[redacted]).  The following is our response to the concerns cited in a letter written on August 6th, 2015:
Cedar...

Hills Hospital would like to sincerely apologize for any inconvenience caused in the resolution of this billing issue.  We accept full responsibility for not returning your call, and hopefully you are now satisfied with the contact you have had through the organization's Patient Advocate.  We have investigated the EFT# that you provided and, unfortunately, there is no information attached to this number that has led us to the payment your insurance is claiming to have paid.  We are currently working to resolve this on your behalf and have made multiple calls to your insurance representative, who will be able to provide proof of this payment.  The transfer of your account to collections was done in error, and we sympathize with the confusion and undue stress this must have caused.  Your account has been removed from collections as of 8/14/15.  Cedar Hills Hospital also acknowledges that you overpaid the estimated cost of treatment by one day, and will issue a refund as soon as the correct amount can be determined.
We hope that the contact you have had with our organization over the past week has provided a clearer understanding of your current billing situation.  You can be confident that Cedar Hills Hospital will continue to work on this issue through your insurance, and will send  you a new invoice as soon as the adjustments are finalized.
Please feel free to contact the facility's Patient Advocate directly if you have any further concerns.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Cedar Hills Hospital takes all complaints and/or concerns very seriously; we attempt to resolve allcomplaints in ways that are satisfactory to both parties. We appreciate feedback from our consumersand strive to use the feedback to improve the services we deliver and the way in which we interact...

withour patients and their family members.
Cedar Hills Hospital follows the standard practice as outlined by the Oregon Hospital Association toprovide an estimate of the prospective patient's portion of the cost of care to be provided at ourfacility. It is our practice to request that the prospective patient make a deposit towards the amount ofthe estimated patient responsibility. Prospective patients are told that they will be refunded anypossible overpayment from their deposit within 30 days of receiving payment from their insurancecompany.
We have reached out to the complainant in an attempt to resolve this issue. Due to state and federalprivacy regulations, we are unable to comment further on this matter in public forums.
Sincerely,John P[redacted]

From: [redacted] Sent: Wednesday, March 29, 2017 12:05 PMSubject: Complaint #[redacted] ResponsePlease see the response below related to Revdex.com Complaint #[redacted] received on 3/18/17:  Cedar Hills Hospital takes all complaints and/or concerns very seriously; we attempt to resolve all complaints...

in ways that are satisfactory to both parties.  We appreciate feedback from consumers and strive to use the feedback to improve the services we deliver and the way in which we interact with our patients and their family members.   Cedar Hills Hospital follows the standard practice as outlined by the Oregon Hospital Association related to communication of the cost of care provided at our facility and the collection of balances for services rendered.  It is our practice to provide accurate statements of balance to our former patients on a monthly basis.  Payment plans are available for patients who are interested in paying their balance off in installments over time.  We document our communication with former patients related to the collection of balances and any questions / issues that they may have.       We have reached out to the complainant and have resolved this issue.  Due to state and federal privacy regulations, we are unable to comment further on this matter in public forums.     Thanks … please let me know if there is anything else needed from us at this time.      [redacted]Director of Compliance/ Risk Management / Performance ImprovementCedar Hills Hospital10300 SW Eastridge StreetPortland, OR  97225