Enloe Medical Center, Inc.

Mr***, This is in response to complaint ID# ***. At the time Mr*** took delivery of his home medical equipment, he was required to sign a statement accepting responsibility for any charges not covered by his insuranceThis is standard practice throughout the
healthcare industry. Our records indicate delivery on 10/9/2015. According to the billing office, the insurance had a high maximum annual deductibleThe insurance authorizations were obtained timely and it was the insurance which determined the amount billed to the beneficiaryThere were monthly charges for the use of the machine from October through July of 2016, a charge for supplies in April and a charge in August to purchase the deviceThere was no deductible in December 2015; he had, presumably, reached the out of pocket maximum for the yearThe patient’s insurance paid for the machine and supplies and assigned the remaining balance to the patient because of his high deductible. We have no record of any payments from the patient for services rendered so we cannot provide any refunds. This should have been explained to Mr*** when he contacted the billing officeWe apologize if Mr*** feels he received poor service or an offensive attitude from any of our staffWe rarely have staff complaints and if we do, we take them very seriouslyIf Mr*** will supply names and dates, or as much detail as he can recall, we will investigate his customer service complaint Additionally, if Mr*** would like to contact our billing department again, we will ensure he speaks to a manager who will do whatever possible to help. I have called Mr*** to see if I can help in any way, and he said he was going to call me back. I have not received a call as of yetPlease feel free to contact me at *** *** if you need additional information or have any questions. Sincerely,*** *** ***, RN, MSNPatient Experience ManagerEnloe Medical Center