Guthrie Clinic

As a self-pay, I paid a billing claim from a provider visit on 3/31/23. I submitted it to Liberty Healthshare (LHS) for payment. The visit was initially coded incorrectly and LHS would not accept the visit for reimbursement. After multiple calls/e-mails to the billing dpt. & provider with LHS on the line, the coding was never changed to the proper numbers. LHS denied/canceled payment to me due to Billing Dpt.'s lack of response. Even though it wasn't a large bill, I'm upset that much of time/effort went into this on my part. I have yet to hear back about this coding correction, current date today is 08/08/23.

June 26, Dear [redacted] I acknowledge receipt of your letter dated June 20, addressed to [redacted] at Guthrie Clinic in ***, PAPlease be advised that this patient’s complaint has been resolved in Ml to the patient’s satisfaction.Sincerely,

I would like to acknowledge receipt of your letter of June 9, regarding Mr***Due to the confidential nature of health information, we will not be able to provide any details regarding Mr***-Please rest assured that we will work with Mr*** to
resolve his concerns.If you have any questions or need any additional information, please feel free to contact me at ###-###-####Sincerely,
Ann P*** Vice President and General CounselThe Guthrie clinic

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and which to correct a few itemsI never requested that no further billings be sent to me -- I requested that the amount ($150.00) associated with DrT***'s billing be credited, and that I receive no further contact from the Billing Department or collection agency, since my letter was the response to deal with that issue Also for the record, I never, even to this date, received any response from Guthrie in any form (phone, mail, email, etc.) to my October 8, letter Furthermore, the form on file would be my initial forms filled out at the office which may not have made it to the Business Office On the patient agreement form, I routinely cross out the line that I agree to be responsible for all charges not covered by insurance, write a line to the effect that "I do not agree to any charges not discussed with and approved by me ahead of time" and initial the change I assure you this form is on file wherever I've been asked to sign one as a first time patient for each physician visit If no forms were found and this was a problem, the Business Office should have contacted me in writing
Furthermore for the record, when visiting various doctors, the staff have been able to look into the system and see that system entries were made that bills were "sent out", which contradicts the letter asserting that they never were because I requested that no further bilings be sent to me Considering that Guthrie has no online means for a patient to receive their pending balance due when a copay is wrong or unknown, and I had a balance, does it make sense that they would then stop mailing, the only means available for biling a patient?
Furthermore, when I did receive a call from the Business Office, I promptly responded in person that week Yes, the computers were down, but two staff members insisted they would call me the next day (there was no point in me calling them until the system was operational again, as they could do nothing concerning my account while it was down), taking down my name, account, and work number to do so They were the ones who did not call the next day I assumed their computers were not yet up When nothing else happened, and I was reminded with my next Guthrie visit, rather than continue to deal with whatever the communication issue is with the Business Office (you can't even find a fax number or email address for them on the Guthrie website) and write yet another letter to them, I decided to write that letter through a complaint through Revdex.com.org, at the headquarters address they had on record, which might prove more successful
Aside from correcting the record, I appreciate that the $adjustment was finally made even if only as a courtesy, and accept the offer of a payment arrangement for weeks I will email MsF* separately concerning payment arrangementI would also like to make certain Guthrie starts billing me properly again, either through Guthrie.org with email notices, or at *** *** *** *** ***, Owego, NY by mail
Regards,
*** ***

Response taken by phone:  The patients record indicate the first Short Term Disability form was sent on 4/18/17.  The second request by the patient was sent on 4/28/17.  We have not had any additional requests.

June 26, 2014
Dear [redacted]I acknowledge receipt of your letter dated June 20, 2014 addressed to [redacted] at Guthrie Clinic in [redacted], PA. Please be advised that this patient’s complaint has been resolved in Ml to the patient’s satisfaction.Sincerely,

Thank you for your letters of June 29. Please be advised that we are communicating directly with Mr. *. to address his concerns. Due to privacy issues, we cannot discuss the details of our interactions.If you have any questions, please feel free to give me a call at ###-###-####. Sincerely, Ann P[redacted], RN, JDVice PresidentCc: William R[redacted]The Guthrie Clinic

I am writing to follow up on a complaint your office received from [redacted] that was assigned the ID#[redacted].Our office received a letter from Ms. [redacted] on October 8, 2014 regarding a bill for services provided by Dr. T[redacted] on December 18, 2013. Ms. [redacted] stated in her letter she noted on ber...

authorization at the visit agreeing to pay on her copay but no other charges that may be billcd to her for that visit. She requested no further billingsbe semtto her.We reviewed scanned authorizations and we have no forms on file that confirm Ms. Pina’s statement that she would not agree to any other charges. The charges for December 18, 2013 were reviewed and determined to be appropriate for the services provided based on the provider's documentation. The patient’s insurance was billed and claims were processed in accordance with the terms of her insurance plan. After our review was completed, a call was placed to Ms. [redacted] on October 13, 2014 and a message was lest on her answering machine requesting a return call to discuss her billing questions. We did not receive a return call or letter from the patient afier that until she presented to our business office on January 21, 2015 to discuss her account. Unfortunately, the computer system was down and Ms. [redacted] stated she would call us back to discuss her account. We did not receive any further calls from the patient to discuss her balances.I am unable to confirm the patient spoke with office staff at her visit on December 18, 2013 regarding her refusal to pay any other services provided and no filrther follow up calls or letters informed Ms. [redacted] of the outcome. As a gesture of goodwill, we have adjusted the remaining balance of $150.00 for the visit on December 18, 2013. In addition, a payment arrangement over 8 weeks as the patient offered (and possibly able to pay in 6 weeks) is agreeable for her remaining balance due of $290.00. Ms. [redacted] can contact me directly by phone or by email so confirm her payment arrangement. I will be mailing her a new billing statement reflecting the adjustment and the remaining balance due of $290.00.I hope this reflects Guthrie's commitment to provide customer service excellence to our patients and satisfaction whenever possible. Please do nothesitate to contact me if you have any further questions.Sincerely,Patient Financial Services ManagerGuthrie Medical Group, P.C

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Ann P[redacted] - Guthrie V P  and the head of their radiology department did acknowledged to me in email, their error.  That it caused me suffering and lengthened my hospital stay with wrong treatment and increased danger and expense. They apologized, but offer no compensation or adjustment to the billing. I therefor had to pay for days at [redacted] Hospital as a result of their incorrect reporting to my doctor. Radiology clearly showed 3 Gallbladder stones from the beginning but it was wrongfully reported to my doctor that there were none. That resulted in my doctor ordering the wrong treatment, which was later corrected when I was transferred to Guthrie Hospital. The Radiology department at Guthrie Hospital in Sayre 'reads' the MRI etc. results for [redacted] Hospital in [redacted] as they have recently merged.
Regards,
[redacted]