Charles River Associates Incorporated

Initial Business Response / [redacted] (1000, 17, 2016/12/08) */ 12/8/ Revdex.com, Inc South Campbell Ave Springfield, MO Case ID: [redacted] Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing practices for clinical services provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, [redacted] , RHIA, CCA Compliance Department Mercy Springfield Hospital ECherokee Springfield, MO

Complaint: [redacted] I am rejecting this response because: my daughters name is [redacted] Sincerely, [redacted]

[redacted] ambulance sent my wife to mercy hospital they said dispatch told them tooI told ambulance driver at my home where to take her and when they stopped at mercyThe dr at mercy said she had no business there he didn't have her medical reportsShe just left [redacted] a few hours earlier from a surgeryShe was terminal so mercy did nothing for her exept give her some oxogen and charged medicare about And left her laying there for about 5hrs said they didn't have any ambulances available to take her to ***

Initial Business Response / [redacted] (1000, 10, 2016/09/23) */ When the estimate was completed for the CT scan the patient received it was in fact correctHowever when given an estimate we do not include any type of medical supplies or pharmacy drugs that may be used or givenIt is no known at that time what more the patient may require during their treatmentThis is in fact what has happened during your treatment the difference you were charged was due to supplies and pharmacy drugs used during your visitThank you Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is getting extremely frustratingDid you even read my statement! Like I stated before it was an out patient procedure prescribed by doctorIT WAS KNOWN AND EXPLAINED TO ME WHAT THEY WERE GOING TO DO BEFORE I EVER SIGNED THE PAPERthere wasn't any testing that needed to be done, there as no blood drawn to determine what I needed, I did not go into the hospital asking them to check me out and figure out was wrong with my stomachI simply went to my doctor, she wrote a script to the hospital wanting a cat scan with contrast doneI went to the front desk of the hospital, told me they were going have me drink cups of fluid and put a I.Vin my arm to run the contrast through and it would take roughly hoursI asked what it was going to cost to have it done and she said an estimate of $ [redacted] and with my cost after insurance $***So I agreedI'm having a really hard time understanding how Mercy is not comprehending the fact THAT EVERYTHING WAS KNOWN AND EXPLAINDED HOW THE PROCEDURE WOULD WORKThere was NO "when you get back there we are going have to do testing"It was explained how simple of a procedure it would be and said that it would cost an estimate $ [redacted] with EVERYTHING Final Business Response / [redacted] (4000, 24, 2016/11/17) */ 11/14/ Case ID: # [redacted] Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing/collection practices for hospital facility services provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Final Consumer Response / [redacted] (2000, 27, 2016/11/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The only reason why I'm accepting the proposed resolution is because Mercy knocked my bill down from $ [redacted] to $ [redacted] through a financial aid programMercy's statement was "Mercy will be upholding the original response to this concern." and "You were made aware the amount was an estimate and was only pertaining to the cat scan itself." Which is not true because my estimate they gave me clearly says "Cat Scan ADB Pelvis w/Contrast $ [redacted] " Not only that the staff explained it to me that estimate included everythingI'm glad its over and tired of dealing with itIts really sad that I had to get the Revdex.com involved to get my voice heard and get anything done about my caseMercy is a awesome hospital and the staff has always been outstandingBut dealing with the billing department has made me want to go somewhere elseUnless its an emergency I will not go back to Mercy

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, if it is properly followed up onI want to reserve my response until I know my insurance company has received a proper bundled bill from Mercy Sincerely, [redacted]

Dear Sir/Madam: Thank you for the opportunity to respond to the complaint filed by Ms [redacted] We have investigated the billing concern and have identified aspects of our workflow that require improvementI have scheduled a meeting with the departments involved in the errors identified in order to develop a corrective action plan Again, we appreciate the opportunity to investigate the issues presented to us and improve our process in order to meet our mission of serving our patients with the highest level of care and respectI have written a letter directly to the patient with the details of our investigationThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Sincerely, [redacted] Compliance Manager Mercy Compliance Department

March 8, Revdex.com [redacted] StLouis, MO RE: Revdex.com [redacted] Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing practices for clinical services provided to the complainantWe have investigated the issue and are in contact with the complainantOut of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretionPlease let me know how I can be of further assistance in the resolution of this concern Sincerely, [redacted] Corporate Compliance [redacted] Springfield, MO

RE: Complaint [redacted] Dear Sir/Madam: Thank you for allowing me to investigate and respond to this complaintPlease be advised of our response to the complaint filed by [redacted] regarding her billing concern related to charges that appeared to be added subsequent to other charges appliedOut of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsWe have contacted [redacted] *** regarding the charges and explained what occurredShe reported understandingWe have provided our coworkers with education on how to better communicate billing procedures with our patients in attempt to decrease the confusion [redacted] experiencedThank you for allowing us the opportunity to investigate and respond to this complaint Sincerely, [redacted] Compliance Manager Mercy Compliance Department

Re: Revdex.com [redacted] Dear Revdex.com Investigator: We have investigated the billing concern from Mr [redacted] and will continue to try to reach him to determine how we may helpin addition to phone calls to the number listed on his account, we will send a letter to him directlyThank you for the opportunity to respond, but out of respect fro the privacy and confidentiality of our patients protected health information (PHI), we have developed an internal system for responding direcly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretionPlease let me know how I can be of further assistance in the resolution of this concernSincerely, [redacted] ***Corporate Compliance

Initial Business Response / [redacted] (1000, 12, 2016/12/01) */ 12/1/ Revdex.com, Inc South Campbell Ave Springfield, MO Case ID: XXXXXX Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing practices for clinical services provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, [redacted] , RHIA, CCA Compliance Department Mercy Springfield Hospital ECherokee Springfield, MO Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are still receiving bills from the Health system that are incorrect and this has not been resolved They are still not doing what we have asked [redacted] Final Business Response / [redacted] (4000, 20, 2016/12/28) */ The patient is happy with the progress made but doesn't consider the case closed just yetDue to the nature of this case and circumstances outside of our control it will continue to be open & active for quite some time

Dear Sir/Madam:We are unable to initiate an investigation into this issue without a patient name and/or consent from the patient to discuss the concern with the Complainant (if the patient is not a minor)If you can provide us with more information, I will see how I may be able to help resolve this billing concernAdditionally, the patient or the Account Guarantor is free to call Mercy Patient Services at [redacted] Thank you for allowing us the opportunity to respond to this complaintPlease let me know how I may be of additional assistance.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 11, 2016/07/18) */ 7/11/ Case ID: 137363: [redacted] Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass [redacted] clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, Angel Coats Patient Services Mercy Health Systems

Initial Business Response / [redacted] (1000, 9, 2016/04/01) */ We are in the process of final approval of the letter to the patient and then we will enter a final response to the Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have heard nothing from them Final Business Response / [redacted] (4000, 15, 2016/04/11) */ April 8, Revdex.com, Inc SGlenstone SteA Springfield, MO Case ID: XXXXXX Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing practices for clinical services provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, [redacted] Mercy Compliance Springfield ECherokee Springfield, MO XXXXX XXX-XXX-XXXX Cc: Patient Relations Compliance Department Final Consumer Response / [redacted] (4200, 19, 2016/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing was doneThey just shifted the blame

Final Consumer Response /* (2000, 11, 2016/09/23) */
I received word from Mercy that my husband's account has been adjusted and no balance is due for the servicesThey did apologizeThis email was received in my husband's My Mercy account and I did not see it until todayI did request that
they also be sure that the collection agency is notified so they stop sending letters and make sure that nothing derogatory is on my credit reportThank you for your assistance with this issue

Dear Revdex.com Investigator, We continue to attempt to assist this patient with resolving her billing complaintA letter has been sent to the patient and we are awaiting her responseShe is welcome to call Patient Services at any timeThank you for the opportunity to respond, but out of respect for the privacy and confidentiality of our patients protected health information (PHI), we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretionPlease note that *** does not report to the Credit BureauAdditionally, according to state and federal law, we are permitted one year from the time of service or from the last time insurance has processed the claim to bill the patientProcessing insurance and appealing denials takes time unfortunatelyPlease let me know how I can be of further assistance in the resolution of this concern.Sincerely, *** ***

Initial Business Response /* (1000, 15, 2016/10/03) */
Mercy is still working this case at the present timeA response will be forwarded to you as soon as the investigation has been completed

Initial Business Response /* (1000, 9, 2016/09/20) */
I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant
Out of respect for the privacy and confidentiality of our patients protected health information
(PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretionPlease let me know how I can be further assistance in the resolution of this concern

Initial Business Response /* (1000, 11, 2016/08/24) */
Case ID: XXXXXX
Dear Revdex.com Investigator,
I appreciate the opportunity to respond regarding concerns of billing/collection
practices for hospital services provided to the complainant's child
Out of respect for the privacy
and confidentiality of our patients protected health
information (PHI), which may encompass *** clinical and financial records, we
have developed an internal system for responding directly to the complainant in
accordance with local, state and federal regulationsThe complainant may in turn
release a copy of our original response directly to the Revdex.com, at
their discretion
Please let me know how I can be of further assistance in the resolution of this
concern
Sincerely,
*** ***
Patient Services
*** Health Systems

RE: Revdex.com *** Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing practices for clinical services provided to the complainantWe have investigated the issue and are in contact with the complainantOut
of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretionPlease let me know how I can be of further assistance in the resolution of this concern Sincerely, *** *** Corporate Compliance *** ** *** ***Springfield, MO

Initial Business Response /* (1000, 5, 2015/11/04) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@Mercy.Net
Revdex.com, Inc
SCampbell Avenue
Springfield, MO
Case ID: XXXXXX
Dear Revdex.com
Investigator,
I appreciate the opportunity to respond regarding concerns of billing practices for clinical services provided to the complainant
Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion
Please let me know how I can be of further assistance in the resolution of this concern
Sincerely,
*** ***
Compliance Analyst III
Mercy Hospital Springfield