Compass Medical, P.C.

I am in receipt of your letter dated May 16, regarding a complaint reported to your office by a Compass Medical, PC patient [redacted] in regards to a billing issueOn November 5, Mr [redacted] had an appointment with his primary care physician Dr [redacted] for his complete physical examDuring this exam, Dr [redacted] reported in the patient’s progress note that Mr [redacted] had a skin tag in the area of his left medial chestThe provider completed a histofreeze on the skin tag and informed the patient to follow back up in two weeks if the skin tag was not fully resolvedThe charge for the skin tag removal was billed to the patient’s insurance (***) and applied to the patients deductible which the patient is responsible for and has since paid ($185.00)On April 4, Mr [redacted] had an appointment with Dr [redacted] for his blood pressure and followup from a recent hospitalizationDuring this appointment, Dr [redacted] noted in the patients progress note that the patient’s skin tag that was histofreezed in November of was still present and showed no signs of change from the last visit almost months agoDr [redacted] encouraged Mr [redacted] to schedule an appointment with a dermatologist for excision of the skin tagThe patient had clear instructions from his visit on November 5, to follow back up with Dr [redacted] in two weeks if there was no changes in the skin tag, which the patient failed to do as on occasion skin tags are not eliminated after the first histofreeze treatmentThe procedure that was performed for the removal of the skin tag at this appointment was documented and billed correctly to the patients insuranceIt is the patient’s responsibility to know what his insurance policy coversAt Compass Medical we have a rigorous Patient Grievance process and to date we have no communication from Mr [redacted] regarding this issueThe Billing Department has one sole note from Mr [redacted] calling in on January 18, regarding another issue but not the issue aboveIt is our ongoing goal to provide quality care and exceptional service to our patients and communication is an essential part of thisAgain, thank you for allowing us the opportunity to review and provide some insight into this concern.Please feel free to contact me with any further questions at [redacted]

Dear Revdex.com, We recently received a complaint through you on behalf of a patientThe complaint stated the patient came to our *** *** Facility to have blood work done that was scheduled for their diabetesThe patient states that when they arrived at the facility,
there was a sign on the door stating the facility was closed, but would be open at noonThe patient states they returned at 12:15, and was able to enter the facility, however when they arrived at the lab, there was a sign on the door stating the lab was closedThe patient is requesting to be refunded expenses for making two trips to our *** *** facility and not being able to get bloodwork done for an appointment that they had taken time off forThey stated this issue has cost them time and money, and that they should have been notified about the closing. After investigating this complaint, I am able to report back to you and answer all facets of this patient’s complaint:On 10/08/our EMR system was undergoing an upgrade, and the Urgent Care Centers at all of our locations, including *** ***, had a delayed opening of12pmThere was a notice posted on our front entrance, which is the entrance for the Urgent Care, stating the reason for the delay, and the time of opening for that dayThe Laboratory entrance is on the side of the same building, and also had a sign postedThis sign stated that due to the upgrade of the EMR system, the Laboratory would be closed on 10/08/(the Lab is typically opened until 1pm on Saturdays)The hours for the Urgent Care, as well as the Laboratory, were also posted on the Compass Medical website AND on the outgoing voicemail in advance, and on the day of the delay/closingThe Laboratory does not have scheduled appointments, it is a walk in facility only, therefore there are no cancellation fees or copay expenses to be refundedWhile we understand this may have been an inconvenience for the patient, Compass Medical did make every effort to inform our patients of the delayed opening and/or Laboratory closing on 10/08/As previously noted, this was posted on the website, on the voicemail, and on the entrancesIf I can be of any further assistance, please do not hesitate to contact me.Thank you,*** * *** CCMAProject Assistant- OperationsPatient Advocate/Patient Grievance ProcessorCompass Medical, P.C.Business Office*** *** *** *** ***, MA ***p: ###-###-####| f: ###-###-####EMAIL ADDRESS: ***@compassmedical.net

Revdex.com:At this time, I have not been contacted by NY Premier Limousine regarding complaint ID [redacted].Sincerely,[redacted]

I am in receipt of your letter dated June 7, 2016 regarding a complaint reported to your office by a Compass Medical, PC patient’s father [redacted] in regards to a billing issue. On March 21, 2016 the caller’s son Rafael [redacted] was seen in our Quincy Primary Care location for a running...

nose, fever, sore throat and loss of appetite which resulted in the diagnosis of acute bronchitis and reactive airway disease. The patient was brought to the appointment by his mother and assessed by our physician who deemed it was necessary for the patient to have a Chest Xray and to follow back up in two to three days. The patient’s mother brought the child downstairs in Quincy location for his Chest Xray, however the mother didn’t allow her son to have a Chest Xray because she was concerned with the radiation. The Xray Technologist explained to the mother the background of radiation and the risk involved as well as the pros and cons of such a test. The mother decided against the Chest Xray and was provided the hours of the Radiology Department and was informed her son’s order would stay on file if she decided to return later that day or the next day. The son’s physician was informed that the mother didn’t want to follow through with the Chest Xray and was contact by the physician. The physician explained to the mother that she wanted to get a Chest Xray as her son’s O2 sat reading was fluctuating and wanted to rule out pneumonia. The mother still expressed her concern with the Chest Xray but agreed to have her son come back the next day to have his O2 Sat done again. On March 22nd at 4:14 the patient’s mother called the physician’s office and stated that the son just fell asleep and that she didn’t want to wake him up so she wanted to know if she could bring him in tomorrow to have his O2 stats checked. The provider was ok with this and an appointment was booked for the next day. On March 23rd the patient was brought in with his mother to follow-up on his bronchitis and reactive airway. The patients O2 was still low and the provider recommended that the mother get the nebulizer machine and to start breathing treatments and that she wanted to see the patient back in a few days. Based on the severity of the patient’s condition and the failure to have ordered tests completed, the provider felt it was the patient’s best interest to come back and be rechecked. This appointment was more than just taking the child’s oxygen levels, as complete examination was done and documented in the patients chart. At Compass Medical we have a rigorous Patient Grievance process and to date we have no communication from the patient’s father regarding this specific issue. It is our ongoing goal to provide quality care and exceptional service to our patients and communication is an essential part of this. Again, thank you for allowing us the opportunity to review and provide some insight into this concern. Please feel free to contact me with any further questions at [redacted].

I am in receipt of your letter dated May 16, 2016 regarding a complaint reported to your office by a Compass Medical, PC patient [redacted] in regards to a billing issue. On November 5, 2015 Mr. [redacted] had an appointment with his primary care physician Dr. [redacted] for his complete physical...

exam. During this exam, Dr. [redacted] reported in the patient’s progress note that Mr. [redacted] had a skin tag in the area of his left medial chest. The provider completed a histofreeze on the skin tag and informed the patient to follow back up in two weeks if the skin tag was not fully resolved. The charge for the skin tag removal was billed to the patient’s insurance ([redacted]) and applied to the patients deductible which the patient is responsible for and has since paid ($185.00). On April 4, 2016 Mr. [redacted] had an appointment with Dr. [redacted] for his blood pressure and followup from a recent hospitalization. During this appointment, Dr. [redacted] noted in the patients progress note that the patient’s skin tag that was histofreezed in November of 2015 was still present and showed no signs of change from the last visit almost 5 months ago. Dr. [redacted] encouraged Mr. [redacted] to schedule an appointment with a dermatologist for excision of the skin tag. The patient had clear instructions from his visit on November 5, 2015 to follow back up with Dr. [redacted] in two weeks if there was no changes in the skin tag, which the patient failed to do as on occasion skin tags are not eliminated after the first histofreeze treatment. The procedure that was performed for the removal of the skin tag at this appointment was documented and billed correctly to the patients insurance. It is the patient’s responsibility to know what his insurance policy covers. At Compass Medical we have a rigorous Patient Grievance process and to date we have no communication from Mr. [redacted] regarding this issue. The Billing Department has one sole note from Mr. [redacted] calling in on January 18, 2016 regarding another issue but not the issue above. It is our ongoing goal to provide quality care and exceptional service to our patients and communication is an essential part of this. Again, thank you for allowing us the opportunity to review and provide some insight into this concern.Please feel free to contact me with any further questions at [redacted].

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]