Crozer Keystone Health System

[redacted] , Thank you for following up with us on this complaintWe have tried several times to contact MsG [redacted] to explain her results to her and why a specific course of action was takenUnfortunately, she has not responded and we will not have an open discussion regarding her results in this forumWe will be more than happy to address MsG***'s concern once given the opportunityThank you and have a Happy New Year!!!! Sheldon *P***, MBA Director of Revenue Cycle Management

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[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 [redacted] , and find that this resolution (that my accounts are closed, no further collection attempts will be made and that my credit rating will not be affected) is satisfactory to meI would say that the explanation and some of the other matters as stated I would not agree with However on the basis, that my accounts are closed, no further collection attempts will be made and that my credit rating will not be affected, I am willing to draw a line in the sand and move on Regards, [redacted]

January 12, Ms [redacted] Revdex.com John FKennedy BlvdSuite Philadelphia, PA Re: ID # [redacted] * Dear Ms***: This letter is a follto your letter, related to [redacted] billing charges in the ED After reviewing Ms [redacted] concerns we are in agreement that an adjustment of the account is in order While it is difficult to evaluate the physicians interaction from November 16, as referenced in Ms*** letterWe appreciate the feedback and expect all our employees and physicians to adhere to our Service Excellence Standards of Performance Although the $is a correct reflection of the account balance, we agree an adjustment is in order based on the unpleasant experienceWe are therefore, adjusting the balance of the accountWe hope that this adjustment makes up some degree for the unpleasantness Mr*** experienced If you have any questions or need further assistance, please do not hesitate to contact me, at [redacted] Sincerely, Stephanie L [redacted] Director, Patient Relations

Crozer Keystone Health System is currently reviewing the complaintWe are obtaining a copy of the emergemcy room record and asking out Chair of Emergency Medicine to reviewWe will have a full response by September 10,Lauren D [redacted]

January 12, Ms [redacted] Revdex.com John FKennedy BlvdSuite Philadelphia, PA Re: ID # [redacted] Dear Ms***: This letter is a follto your letter, related to [redacted] lost [redacted] ** The hospital cannot be responsible for lost valuablesThis is explained to patients on admission by the nurse in the Emergency DepartmentWhen admitted through the Emergency Department it is standard procedure to note on the chart all items of value and patients are informed to have a family member take valuables home; or, they are presented the option of having them locked in the hospital’s safe by our Security staffUpon admission you signed a statement acknowledging you understood that the hospital is not responsible for lost valuables and that you have been advised to have them taken home or locked in the safe As acknowledged in the letter Ms*** did not mentioned to the nurse at discharge that her phone was missing, it was not reported until after she left the hospital and returned After receipt of Ms*** lost telephone on December 22nd, the hospital security staff reviewed all lost and found items, contacted the nursing unit and linen company but nothing matching your description was foundPlease be assured the hospital staff will continue to keep an eye out for the [redacted] Ms [redacted] will certainly be contacted if anything is found In reference to harassing phone calls to pay her bills, please have Ms [redacted] contact the billing departmentThis hospitalization is not in collections If you have any questions or need further assistance, please do not hesitate to contact me, at [redacted] Sincerely, Stephanie L [redacted] Director, Patient Relations

From: [redacted] ***< [redacted] @ [redacted] >Date: Fri, Jan 16, 2015 at 4:53 PMSubject: Re: Complaint ID [redacted] To: " [redacted] @mybbb.org" < [redacted] @mybbb.org>Hi [redacted] ,I would just like to bring to your attention that I received a call from Crozer center and they said that they refuse to address my grievances as a consumer. Please ask them to provide me in writing how did they investigated this and arrived at their conclusions. This certainly means that they would continue to move forward with their unscrupulous practices and continue to fool innocent women coming for their first time mammograms in believing them they might have something suspicious, then subject them to multiple mammograms , ECGs and Biopsies only to discover that they had nothing and then rip the patients by charging insane amounts to patients without giving them heads up around their the financial implications or any directions around consultation with Insurance company.I went through so much mental turmoil and torture during this and really want other women you stay away from this unscrupulous practice called Crozer Brinton Lake @ Glen Mills, PA. I would really want the BBB to investigate this facility and see how these care providers are cheating innocent patients.Thanks & Regards, [redacted] ***Sent from my [redacted] > On Dec 20, 2014, at 11:09 AM, Ruchika G [redacted] <ruchikaaadit@ [redacted] > wrote:>> Hi [redacted] ,>> Thank you so much for your call. I wanted to report that so far there has been no communication from the Crozer folks. They just attempted to reach twice in all these weeks and both times the no.s they have left go no where. On one no. That they left last I tried calling and left VM as well but have received no response. BBB must investigate their statistics so that healthy women are not resulting in undertaking unnecessary procedures that are not even required, so that such institutions earn money unscrupulously.>> Look forward to your guidance on the matter.>> Regards,> Ruchika G***>>> Sent from my iPad

From: ***
***Date: Sat, Dec 20, at 11:AMSubject: Complaint ID ***To: "***@myRevdex.com.org" Hi ***,Thank you so much for your callI wanted to report that so far there has been no communication from the Crozer folksThey just attempted to reach twice in all these weeks and both times the no.s they have left go no whereOn one noThat they left last I tried calling and left VM as well but have received no response. Revdex.com must investigate their statistics so that healthy women are not resulting in undertaking unnecessary procedures that are not even required, so that such institutions earn money unscrupulously.Look forward to your guidance on the matter.Regards,*** ***Sent from my ***

***
6:PM (hours ago)
tome
I snail mailed the attached *** *** response to *** *** of *** today
From: *** *** *** Sent: Monday, July 07, 1:PMTo: ***Subject: ***
The cover letter states that you need to respond back to us withing business days

June 27, Dear *** ***:I have received your complaint that you submitted to the
Revdex.com specific to your account with *** County Memorial Hospital for services you received on September 05, in the emergency departmentIn review of your account I have found the following process occurred in our attempts to bill your insurance carrier.On September 18, we billed your insurance carrier *** *** Life Insurance in ***, TexasA subsequent claim was filed to your insurance in January In April, a rejection from your insurance carrier was receivedAt this time we reversed the contractual allowance on your account and sent a statement to you at a reduced amount of $196.58, which is our self-pay adjusted rate.On May 02, a payment was received from *** (*** *** Life Insurance) in the amount of $1,and your insurance carrier applied $towards your deductible and 20% or $as patient share of amount remainingThis left a total patient responsibility for the hospital emergency bill of $463.48.When you are seen in the hospital emergency department you receive two bills - one for the hospital services and one for the physician servicesThe bill you received from *** Emergency Physicians in the amount $is for the physician servicesYou may want to check with the *** billing office to ensure that your claim was filed with *** (*** *** Life Insurance) for this portion of your servicesThey can be reached at ###-###-####Your account number for this visit was ***.I have recalled your account from *** *** and you will not hear from their office related to this billIn addition, my office reviewed your balance for the hospital bill and have found that you qualify for financial assistance on this balance in the amount of $or 50% of the balance dueIf you would like to have our office apply this financial discount to your balance due, please contact me and I will make the necessary adjustments to you balance duePlease do not hesitate to contact me if you have any questions and if you would like me to apply the 50% discount to your account balanceI can be reached at ###-###-####.Sincerely,

On July 31, 2016, I contacted Crozer Chester Medical
Center for medical attention while on vacation from FloridaI arrived at the hospital to an empty lobbyStaff took my information and blood pressure then had me waiting to see a doctor for further assistanceI informed them several times and on my earlier call that I had an early flight to Florida the next morningAfter waiting for close to an hour without being seen by a doctor I leftI am now being billed $for them taking my blood pressure and I am disputing the charge for no services renderedI got medical attention when I returned to Florida and I don’t understand why I should pay for $to a hospital that did absolutely nothing to help me cancel $bill for no services rendered

Tell us why hereRevdex.comK Street NW, 10th FloorWashington DC 20005-3404Attention: *** *** Dear *** ***,Thank you for the opportunity to respond to the recent complaint filed by a patient of the Crozer Keystone Health SystemThis complaint has been
identified in a recent communication as #***Crozer Keystone would like to first thank the patient for taking the time to bring their concerns to our attentionThe complaint did contain factual information as the patient did provide payment in full and in a timely mannerThe check however was not posted to the patient’s account as stated until several months laterCrozer Keystone upon receipt of this complaint started an internal investigation and identified that the payment went to a lock bock assigned to another of our hospitals, which was not the hospital the patient had the serviceThe processing of those payments is manual and does require other transfers to happen prior to completing the transfer of funds from the one lock box to anotherIn identifying this issue we: 1. Put protocols and internal controls in place to change the process. 2. Continue to monitor the changes to avoid this situation from happening in the future3. Instructed the vendor that handled this account that all patient complaints such as this where payments have been made and documentation has been provided be escalated to the appropriate staff member at the hospital for immediate review4. Verified that this patient’s payment was posted to the account reflecting a zero balance5. Stopped all calls to the patient regarding this account Crozer Keystone does apologize for the confusion and inconvenience this has caused this patient. The controls that have been put in place going forward will create a better process for all patientsWe do thank this patient for taking the time to bring this to our attention. Sincerely,Robert P*** VP of Revenue Cycle for CKHS( Signature on File)

I will have my staff review this complaint

August 1,
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Dear *** ***:
I am writing to you in response to your complaint received from the
Revdex.com ID ***. This
complaint is specific to the February period of time which you received
services for physical therapy for a total charge amount of $9,131.00. Based on the contractual agreement that our
facilities have with *** we discounted our charges $7,487.42, leaving a
balance due of $1,643.58. Claims to *** were rejected on several occasions as a duplicate and
as a non-covered service. We billed
*** and the claim was denied on March 10, as a duplicate and for no
authorization. One of our accounts
receivable staff spoke to a *** *** from *** who indicated that the
claim denied for no authorization. He
also stated that whenever a patient has physical therapy they must obtain prior
authorization for this type of service. Prior to receipt of your complaint through the Revdex.com
your account had been placed with several of our collection vendors in attempt
to assist us in the collection of our outstanding debt. This account has since been closed and
determined to be uncollectable.I have further reviewed your other associated therapy cases from March
through May of and found that these accounts were denied by *** for
no authorization and the balance due appropriately adjusted. Your accounts are closed and for the services
related to physical therapy you received with Crozer-*** Health System
during the time period of February through May of 2010. Please feel free to contact me at ###-###-#### if you should have any
questions related to this issue.Sincerely,Linda T***Director, Patient Financial Services

July 8, 2014
Dear [redacted]:I have received your follow-up letter from the Revdex.com dated July 8, 2014. On behalf of Crozer-Keystone Health System I will accept a payment in the amount of $196.58 to resolve the balance due on your account. The difference between the actual balance due and the payment amount $196.58 will be adjusted to bring your account to a zero balance.If you have any further questions, please contact me at ###-###-####.Sincerely,

[redacted],
Thank you for following up with us on this complaint. We have tried several times to contact Ms. G[redacted] to explain her results to her and why a specific course of action was taken. Unfortunately, she has not responded and we will not have an open discussion regarding her results in this forum. We will be more than happy to address Ms. G[redacted]'s concern once given the opportunity. Thank you and have a Happy New Year!!!!
Sheldon *. P[redacted], MBA
Director of Revenue Cycle Management

Crozer Keystone Health System is currently reviewing the complaint. We are obtaining a copy of the emergemcy room record and asking out Chair of Emergency Medicine to review. We will have a full response by September 10,2016. Lauren D[redacted]

January 12, 2018       Ms. [redacted] Revdex.com 1880 John F. Kennedy Blvd. Suite 1330 Philadelphia, PA 19103   Re: ID #[redacted]
*  Dear Ms. [redacted]:   This letter is a follow-up to your letter, related to [redacted] billing charges in...

the ED.   After reviewing Ms. [redacted] concerns we are in agreement that an adjustment of the account is in order.   While it is difficult to evaluate the physicians interaction from November 16, 2016 as referenced in Ms. [redacted] letter. We appreciate the feedback and expect all our employees and physicians to adhere to our Service Excellence Standards of Performance.   Although the $150 is a correct reflection of the account balance, we agree an adjustment is in order based on the unpleasant experience. We are therefore, adjusting the balance of the account. We hope that this adjustment makes up some degree for the unpleasantness Mr. [redacted] experienced.   If you have any questions or need further assistance, please do not hesitate to contact me, at [redacted].   Sincerely, Stephanie L[redacted] Director, Patient Relations

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This complaint is being addressed by another member of Crozer-Keystone Health System and as soon as I have the necessary information to formally respond to [redacted].  It is my understanding that Mrs. D[redacted] has been in communication with [redacted] on this complaint.
Thank...

you,
 
Linda T[redacted]