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Grace Healthcare Reviews (11)

I spoke with [redacted] about thispatient She stated that the patient wanted the equipment right then anddid not want to wait the two days to get the authorization Patient paidcash and we were supposed to bill the claim unassigned once we received theauthorization She stated that patient did call back a few weeks later tocheck the status of the authorization/billing and was told that we had notheard anything from the TPL We failed to get the authorization Itis now past timely and we can not get an authorization Failure to Communicate is the problem We failed to communicate with theinsurance company and the patient and the patient failed to communicate withGrace Healthcare We strive to provide quality service to all of ourpatients When we fail - we have twooptions:1)Defend ourselves or 2)Admit the error and correct the situation assoon as possibleI admit the error and will correct thesituation I regret that it had to come to this in order for thispatient to get this issue resolved I will do everything in my power toensure that she understands how important her business is to GraceHealthcare I am sending a refund request to our controller to have herpayment refunded as soon as possible I would like the opportunity toprove how wonderful this company truly is I hope the patient feels satisfied as a resultof our efforts and will allow us to continue to serve her in the future

This patient's daughter came into our office on 3/31/with a script from the doctor for a Nebulizer She signed a delivery ticket that proves that she received the nebulizer She also received a transfer bench She paid us for the transfer bench in full and the nebulizer coinsurance on that day She is telling Medicare that she did not receive the nebulizer, that we were going to deliver a nebulizer Why would she pick up the transfer bench and not pick up the nebulizer? Why would she sign the delivery ticket stating that she received it if she did not? Why would she pay for it if she did not receive the nebulizer? These are the questions that I asked her and Medicare Yes, I think that this patient's daughter lost the nebulizer She did tell both Medicare and myself that she also moved her mom in with her at the same timeI do understand the frustration of losing something because I have done this myself I do NOT understand why the burden of replacing the equipment should fall on Grace Healthcare She did receive the nebulizer, unfortunately, due to the many cut backs from Medicare we can not longer take a loss due to patient's daughter's mistake As far as me being rude, we will have to agree to disagree I was telling the patient and Medicare something that they did not want to hear Medicare even stated that usually when Medicare gets involved the providers give in We can not afford to do this any longer I wish this family all the best

Mrs [redacted] ,I am very confused now because from the conversation with Medicare and your Daughter, she stated that she was moving you from your apartment in Waveland to her home around the same time that she picked up the equipment at our officeThis move would explain how easy it would have been to lose the nebulizer But you are stating that you lived with her already I know that this may not seem important but I do think that something is not adding up Mrs [redacted] , if you were a business owner, would it be your practice to replace all items lost or broken by the customer? What would you like me to do in this case? Please know that I am willing to work with you but you will have to meet me half way

I spoke with *** about thispatient. She stated that the patient wanted the equipment right then anddid not want to wait the two days to get the authorization. Patient paidcash and we were supposed to bill the claim unassigned once we received
theauthorization. She stated that patient did call back a few weeks later tocheck the status of the authorization/billing and was told that we had notheard anything from the TPL. We failed to get the authorization. Itis now past timely and we can not get an authorization. Failure to Communicate is the problem. We failed to communicate with theinsurance company and the patient and the patient failed to communicate withGrace Healthcare. We strive to provide quality service to all of ourpatients. When we fail - we have twooptions:1)Defend ourselves or 2)Admit the error and correct the situation assoon as possibleI admit the error and will correct thesituation. I regret that it had to come to this in order for thispatient to get this issue resolved. I will do everything in my power toensure that she understands how important her business is to GraceHealthcare. I am sending a refund request to our controller to have herpayment refunded as soon as possible. I would like the opportunity toprove how wonderful this company truly is. I hope the patient feels satisfied as a resultof our efforts and will allow us to continue to serve her in the future

I have nothing else to say. I stated all the facts that I have. Please let me know what you would like me to do. Again I wish you and your family the best

Complaint: ***
I am rejecting this response because:I have lived with my daughter since she took me out of nursing home in Ohio I'm very sure this is a honest mistake by the company and my daughter but she did not lose the Nebalizer or was it ever recieved if they would check there inventory the would realize they have one extra
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:Regards,
[redacted] I was sitting in the same room as my daughter when she spoke to grace and Medicare. She did not state she moved me from Waveland. I lived in Ohio in nursing home and she did state that. She told you they bought a house because I was unable to make it up 2 flights of stairs  I'm willing to meet halfway but please get facts straight!

This patient's daughter came into our office on 3/31/2015 with a script from the doctor for a Nebulizer.  She signed a delivery ticket that proves that she received the nebulizer.  She also received a transfer bench.  She paid us for the transfer bench in full and the...

nebulizer coinsurance on that day.  She is telling Medicare that she did not receive the nebulizer, that we were going to deliver a nebulizer.  Why would she pick up the transfer bench and not pick up the nebulizer?  Why would she sign the delivery ticket stating that she received it if she did not?  Why would she pay for it if she did not receive the nebulizer?  These are the questions that I asked her and Medicare.  Yes, I think that this patient's daughter lost the nebulizer.  She did tell both Medicare and myself that she also moved her mom in with her at the same time. I do understand the frustration of losing something because I have done this myself.  I do NOT understand why the burden of replacing the equipment should fall on Grace Healthcare.  She did receive the nebulizer, unfortunately, due to the many cut backs from Medicare we can not longer take a loss due to patient's daughter's mistake.  As far as me being rude, we will have to agree to disagree.  I was telling the patient and Medicare something that they did not want to hear.  Medicare even stated that usually when Medicare gets involved the providers give in.  We can not afford to do this any longer.  I wish this family all the best.

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]

Mrs. [redacted],I am very confused now because from the conversation with Medicare and your Daughter, she stated that she was moving you from your apartment in Waveland to her home around the same time that she picked up the equipment at our office. This move would explain how easy it would have been to lose the nebulizer.  But you are stating that you lived with her already.  I know that this may not seem important but I do think that something is not adding up.   Mrs. [redacted], if you were a business owner, would it be your practice to replace all  items lost or broken by the customer?   What would you like me to do in this case? Please know that I am willing to work with you but you will have to meet me half way.

I  spoke with [redacted] about thispatient.  She stated that the patient wanted the equipment right then anddid not want to wait the two days to get the authorization.  Patient paidcash and we were supposed to bill the claim unassigned once we received theauthorization.  She stated...

that patient did call back a few weeks later tocheck the status of the authorization/billing and was told that we had notheard anything from the TPL.  We failed to get the authorization.  Itis now past timely and we can not get an authorization.  Failure to Communicate is the problem.  We failed to communicate with theinsurance company and the patient and the patient failed to communicate withGrace Healthcare.  We strive to provide quality service to all of ourpatients.  When we fail - we have twooptions:1)Defend ourselves or 2)Admit the error and correct the situation assoon as possible. I admit the error and will correct thesituation.    I regret that it had to come to this in order for thispatient to get this issue resolved.  I will do everything in my power toensure that she understands how important her business is to GraceHealthcare.  I am sending a refund request to our controller to have herpayment refunded as soon as possible.  I would like the opportunity toprove how wonderful this company truly is.  I hope the patient feels satisfied as a resultof our efforts and will allow us to continue to serve her in the future.

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Address: 1287 West Main Street, Franklin, Tennessee, United States, 37064

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