Coury & Buehler Physical Therapy

November 11, RE: [redacted] ID: [redacted] To Whom it May Concern: I have received the complaint for ID number [redacted] from [redacted] regarding billing and collections practices The complaint states that our practice made an error in her billingThis is an inaccurate statement and depiction of our practicePlease note the following: • At the start of any treatment series with a new patient we inform patients of their benefits which we obtain from their insurance companyWe specifically state that we are providing a "curtesy" service for our patients and our estimates are based on the information we receive from the insurance company o Please see attached form for this patient labeled "Patient Explanation of Benefits." Note that she did sign and acknowledge tis understanding • Also please note that the patient signed a "Financial Responsibility Policy." This policy is included states specifically that a patient agrees to pay for their services even if the insurance company does not • I personally spoke to the representative that this patient referred to who told her she had treatments availableThis representative does recall speaking to the patient but states the patient never told our representative that she did not have active insurance • Furthermore, the patient making this complaint specifically acknowledges she knew that she was not covered with insurance after a particular dateOur practice only verifies insurance one time at the start of treatment series as a curtesyThe patient was obviously aware that she no longer had coverage yet still elected to returnWe were providing information about the patient's authorization based off of information we received before her benefits were terminatedEven if our practice made an error in telling her that she had authorized visits, the patient was well aware that she no longer had insuranceIt se:ems that this would be her responsibility to be aware she is not covered and either wait to return to therapy when she was covered or pay for the service she receivedThere would be no way for us to be aware that the patient was no longer covered without her telling us at the time she was scheduling appointmentsThe patient states she did tell our representative this but our representative does not recall it • The patient stated that her desired settlement was to not pay for services she did not receive However, she did receive these services The above information and attached documents should indicate that our practice did nothing wrong and is not deserving of any type of complaintNevertheless, as a customer satisfaction measure, I have written off her balance of $which she is contesting for the visits she had during the month of SeptemberI did speak with this patient and told her we would not charge her for the visits in SeptemberShe stated she was satisfied with the outcomeSince the patient is satisfied with the outcome, this should dose this matter Sincerely, [redacted] Coury Co-Founder and CEO Coury & Buehler Physical Therapy tf [redacted] @cbphysicaltheropv.com

November 11, 2014
RE: [redacted]
ID: [redacted]
To Whom it May Concern:
I have received the complaint for ID number [redacted] from [redacted] regarding billing and collections
practices.
The complaint states that our practice made an error in her billing. This is an inaccurate statement...

and
depiction of our practice. Please note the following:
• At the start of any treatment series with a new patient we inform patients of their benefits
which we obtain from their insurance company. We specifically state that we are providing a
"curtesy" service for our patients and our estimates are based on the information we receive
from the insurance company.

o Please see attached form for this patient labeled "Patient Explanation of Benefits."
Note that she did sign and acknowledge tis understanding.
• Also please note that the patient signed a "Financial Responsibility Policy." This policy is
included states specifically that a patient agrees to pay for their services even if the insurance
company does not.
• I personally spoke to the representative that this patient referred to who told her she had 9
treatments available. This representative does recall speaking to the patient but states the
patient never told our representative that she did not have active insurance.
• Furthermore, the patient making this complaint specifically acknowledges she knew that she
was not covered with insurance after a particular date. Our practice only verifies insurance one
time at the start of treatment series as a curtesy. The patient was obviously aware that she no
longer had coverage yet still elected to return. We were providing information about the
patient's authorization based off of information we received before her benefits were
terminated. Even if our practice made an error in telling her that she had authorized visits, the
patient was well aware that she no longer had insurance. It se:ems that this would be her
responsibility to be aware she is not covered and either wait to return to therapy when she was
covered or pay for the service she received. There would be no way for us to be aware that the
patient was no longer covered without her telling us at the time she was scheduling
appointments. The patient states she did tell our representative this but our representative
does not recall it.
• The patient stated that her desired settlement was to not pay for services she did not receive.
However, she did receive these services.
The above information and attached documents should indicate that our practice did nothing wrong and
is not deserving of any type of complaint. Nevertheless, as a customer satisfaction measure, I have
written off her balance of $130 which she is contesting for the 2 visits she had during the month of
September. I did speak with this patient and told her we would not charge her for the visits in
September. She stated she was satisfied with the outcome. Since the patient is satisfied with the
outcome, this should dose this matter.
Sincerely,
[redacted] Coury
Co-Founder and CEO
Coury & Buehler Physical Therapy
t. 714.256.5074 f. 714.256.0770
[redacted]@cbphysicaltheropv.com