Hardin Memorial Hospital

Good morning,Thank you for sharing the information from Mr [redacted] We are sorry he was not pleased with the service he received However, after extensive searches in our databases, we cannot find a file on Mr [redacted] We did note, however, that we have a history of Revdex.com complaints from his phone number, so although he says the visit was his, we were wondering if it was in fact for a family member? If it is, we need the correct patient name to fully investigateIn addition, Hardin Memorial Health is one of the lowest cost healthcare providers in the Commonwealth of Kentucky Recent reports in both The Courier Journal and The Lane Report have listed our charges significantly less than other Kentucky hospitals.If you can provide any additional information on Mr [redacted] and his visit, please let us know, and we will further investigateWith Appreciation, [redacted] Vice President & CFO

To whom it may concern; We are responding to complaint submitted by [redacted] After thorough investigation, it has been determined, that we and all associated outside agencies, has taken the appropriate actions with regards to Mr [redacted] ’s outstanding hospital balanceUpon research, we have noted the below items: Mr [redacted] indicated that he provided his insurance card and KY driver’s license at every visit to our facility, Mr [redacted] has a total of three visits to our ED department, with the first visit occurring 05/02/ Per documentation on the account, Mr [redacted] stated he had insurance but left the card at home and would call us the next day to provide the billing information, there is no documentation of a follow up call and we have no insurance information on file for Mr [redacted] On the next visit to the ED, Mr [redacted] told registration that he recently got [redacted] insurance but had not received a card yet, again, there is no documentation of a follow up call and we have no insurance on file On Mr [redacted] ’s last visit to our facility, he also states to registration that he has insurance but left it at home and that he would bring the card back in to us for billing, there is no documentation of any follow up calls and no insurance on file to bill Mr [redacted] was mailed a Disproportional Share (DSH) application letter on 05/03/with no contact from Mr [redacted] regarding this letter A statement was sent to the address on his identification on 05/13/12, the statement was not returned as undeliverable nor did Mr [redacted] contact HMH to inquire about the balance On 06/22/12, the account was turned over to our account vendor for follow up on the outstanding balance, that vendor proceeded to submit statements and attempted to contact Mr [redacted] via phone, leaving voicemails on 07/24/and 08/03/while some calls were rejected by the patient for a later date of service There were no return calls to our vendor to try to resolve the account resulting in the account being turned over to collections on 09/28/ The collection agency made several attempts to contact Mr [redacted] via phone and by mail Research conducted by the collection agency was as follows: Verified address with the US Postal Service, Verified employment, researched US Bank Court for active cases Lastly, Mr [redacted] indicates that he had several conversations with staff at HMH on 06/07/12, 07/23/12, and 06/19/to provide us with insurance information There is no documentation of said conversations and we didn’t obtain a copy of his insurance card nor do we have his insurance information on file Mr [redacted] stated that on his first visit to the ED on 05/02/that the registrant questioned him on whether his ID was real which resulted in a short dispute We are unable to substantiate this claim It is the desire of HMH to provide an overall excellent experience to our patients while they are at our facilities Regrettably, not all of our patients are satisfied with the measures we have taken Unfortunately, Mr [redacted] is in the latter category We are unable to bill Mr [redacted] ’ insurance as timely filing has been reached on any claim from this date of service Sincerely, Patient Business Services Hardin Memorial Health

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [the attached is what I delivered to HMH so the claims could be submittedI always carried my insurance card and provided it since $was much better to pay instead of a full price medical billI will admit that it was a little beat up from being in my wallet behind my ID but on my first visits that HMH claims I allegedly forgot it at home or just got [redacted] and was waiting on a new card it was worn but still presentableon my 3rd visit I can accept fault for my card requiring a hard look with good vision to make out my informations for my ID and being questioned yes that happened and I did not respond too kindly to being treated like a criminalHMH states I allegedly just got [redacted] insurance and was waiting on my card and my response to that is I have had good medical insurance coverage since late I am sure HMH tries to be polite and professional and I received great treatment from everyone I encountered after the registration processafter my first encounter with registration over my ID and my very harsh but carefully worded response to avoid being considered hostile I became known and remembered and the registration process made it feel like it was criminal to go to the hospital ] Regards, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, [redacted] ***well of course your not going to find my name, you have already sent my $35 bill to collections. I'd be more then happy to bring you the copy I received in the mail. Or the monthly letters I receive.

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*** *** *** *** ** *** *** *** *** *** *** * ***Thank you for sharing *** *** *** concern regarding Hardin Memorial Health (HMH) with us. *** ***
is correct in her documentation of her payments of $50, which was received on different dates, 04/25/17, 05/12/17, and 06/02/17. Her statement regarding her account going to collections is valid; however, the reason for the account was sent to collections is valid due to lack of response and/or a valid payment arrangement.We attempted to contact the patient as below:02/01/the first statement was sent to *** *** *** *** ** *** with no response and no return mail.03/10/the account was placed with our billing service, with a past due statement being sent same day.04/06/a call was placed to *** the phone was picked up and hung up, therefore statements resumed.04/07/Reminder notice04/25/Past due notice05/15/Final demand: stating the account would be sent to collections unless the account was paid in full or a payment arrangement agreed upon. 06/12/the account was closed from the billing service and placed with the collection agency, due to lack of response.06/14/the account was sent to the collection agency, with their first statement being sent same day. 07/12/the patient called the billing service, who stated the account had been sent to collections. 07/12/the patient then called the collection agency, stating she had a payment arrangement of $a month. They informed her no arrangements had been made. *** *** *** *** *** stated the wrong insurance was filed and they advised to send a copy of the insurance card; however, it was past months and it would be a timely filing still leaving her the balance to payWe have reviewed *** *** account and find that we have done everything possible to work with her to resolve her account. The balance on *** *** account is due to a lapse in her insurance coverage at the time of service for the insurance provided, and had she responded to our statements and call attempts, our financial counselors would have worked with her to see if she would qualify for *** or screened her for our financial assistance program We believe we did everything we could to assist her, and her complaint has no merit. If you have any questions or need any additional information, please contact me at *** Sincerely, *** ***
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HARDIN MEMORIAL HOSPITAL Elizabethtown, Kentucky
This letter is in response to your letter dated September 11, regarding Mr*** *** ***’ concerns related to outstanding charges of $from his April 2, Emergency Department visit
Our Patient Advocate Office
received his concerns last year on April 3, These were investigated according to our patient grievance policy, and a response letter was mailed to him on April 23, We addressed the staff concerns and apologized for his delay in being seen by a physician due to high acuity and patient volume in the Emergency Department that dayMr*** received an EKG during that visit and was taken to a treatment room and incurred nursing services which resulted in chargesMr*** chose to leave before being seen by a physicianThe charges are correct and appropriate and the response letter advised him that we would be unable to adjust those charges
We regret any dissatisfaction that Mr*** has regarding the wait time, but the order in which patients are seen by physicians in the emergency department is based on their acuity level
Sincerely,
*** ***
CEO and President
NDixie Ave., Elizabethtown, KY 4270###-###-####

SEE ATTACHMENT FOR RESPONSE IN ITS ENTIRETY.Thank you for sharing Ms. [redacted]'s concern regarding Hardin Memorial Health (HMH) with us. Ms. [redacted] presented to our Emergency Department (9/9/2016) with a medical issue that was treated properly. Her concerns are not regarding the care she...

received but are financial in nature. We have reviewed Ms. [redacted]'s account and find that we have done everything possible to work with her to resolve her issue.In regards to Ms. [redacted]'s complaints about the charges, the only charges due to HMH were for $536.00. She may have received a bill from the ER physician group, which is an independent group separate from Hardin Memorial..Ms. [redacted] did not have insurance at the time of service. and our financial counselors worked with her to see if she would qualify for Medicaid (she did not), Then the financial counselors screened her for our financial assistance program. giving her the paperwork to complete and return. Ms. [redacted] never returned the paperwork, so her account was placed in our normal collection cycle where she was sent several letters and received several phone calls over the next five months that were never returned, finally, on February 3" of this year, Ms. [redacted] called HMH wanting to apply for financial assistance. Mis. [redacted] was asked to complete the paperwork and return it to HMH within fifteen days. As of the date of this letter, Ms. [redacted] has not returned the paperwork, and her account has been placed in collections.We made every effort to work with Ms. [redacted]. However, she did not provide us the necessary information that was requested both last fall and last month. We believe we did everything we could to assist her, and her complaint has no merit, If you have any questions or need any additional information, please contact me at [redacted].

Good morning,Thank you for sharing the information from Mr. [redacted]  We are sorry he was not pleased with the service he received.  However, after extensive searches in our databases, we cannot find a file on Mr. [redacted]  We did note, however, that we have a history of Revdex.com complaints...

from his phone number, so although he says the visit was his, we were wondering if it was in fact for a family member?  If it is, we need the correct patient name to fully investigate. In addition, Hardin Memorial Health is one of the lowest cost healthcare providers in the Commonwealth of Kentucky.  Recent reports in both The Courier Journal and The Lane Report have listed our charges significantly less than other Kentucky hospitals.If you can provide any additional information on Mr. [redacted] and his visit, please let us know, and we will further investigate. With Appreciation,[redacted]Vice President & CFO

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]well of course your not going to find my name, you have already sent my $35 bill to collections. I'd be more then happy to bring you the copy I received in the mail. Or the monthly letters I receive.

To Whom it May Concern:Thank you for sharing Mr. [redacted]'s ongoing concerns with us.  We further looked into his charges and found that wile he did not have a visit at Hardin Memorial Hospital (HMH), he did have a charge for an HMH Medical Group provider.  The charge he has listed is his $35 co-payment amount, which is directed through his employer's insurance company.  We have not negotiating power with the insurance company to change this amount.  This charge is due for services provided. Furthermore, we have noticed a trend from the [redacted] family of filing grievances with the Revdex.com in attempt to reduce or cancel payments they owe Hardin Memorial and its entities.  Previous complaint have come from the same phone number, and the consistent request is to "satisfy" the complaint by deleting any monies owed.  This find is frustrating and makes us wonder if additional Revdex.com complaints were from the same family?We consider this complaint closed.  We will not be able to delete his co-payment amount. Sincerely,[redacted]Vice President & CFO

This correspondence is in reference to the request for additional information pertaining to complaint ID [redacted], dated December 23, 2015.After careful review of the information we have on this matter, we have come to the decision that we stand by our original response and are fully supportive of the actions taken by the Patient Financial Services department of Hardin Memorial Hospital.We are sorry that Mr. [redacted] is not pleased with his experience at Hardin Memorial Hospital, but insure you that we did everything within reason to come to an amenable solution to this matter.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[the attached is what I delivered to HMH so the claims could be submitted. I always carried my insurance card and provided it since $100.00 was much better to pay instead of a full price medical bill. I will admit that it was a little beat up from being in my wallet behind my ID but on my first 2 visits that HMH claims I allegedly forgot it at home or just got [redacted] and was waiting on a new card it was worn but still presentable. on my 3rd visit I can accept fault for my card requiring a hard look with good vision to make out my information. s for my ID and being questioned yes that happened and I did not respond too kindly to being treated like a criminal. HMH states I allegedly just got [redacted] insurance and was waiting on my card and my response to that is I have had good medical insurance coverage since late 1998. I am sure HMH tries to be polite and professional and I received great treatment from everyone I encountered after the registration process. after my first encounter with registration over my ID and my very harsh but carefully worded response to avoid being considered hostile I became known and remembered and the registration process made it feel like it was criminal to go to the hospital.  ]
Regards,
[redacted]

To whom it may concern; We are responding to complaint submitted by [redacted].  After thorough investigation, it has been determined, that we and all associated outside agencies, has taken the appropriate actions with regards to Mr. [redacted]’s outstanding hospital balance. Upon research,...

we have noted the below items:  Mr. [redacted] indicated that he provided his insurance card and KY driver’s license at every visit to our facility, Mr. [redacted] has a total of three visits to our ED department, with the first visit occurring 05/02/12.  Per documentation on the account, Mr. [redacted] stated he had insurance but left the card at home and would call us the next day to provide the billing information, there is no documentation of a follow up call and we have no insurance information on file for Mr. [redacted].  On the next visit to the ED, Mr. [redacted] told registration that he recently got [redacted] insurance but had not received a card yet, again, there is no documentation of a follow up call and we have no insurance on file .  On Mr. [redacted]’s last visit to our facility, he also states to registration that he has insurance but left it at home and that he would bring the card back in to us for billing, there is no documentation of any follow up calls and no insurance on file to bill.  Mr. [redacted] was mailed a Disproportional Share (DSH) application letter on 05/03/12 with no contact from Mr. [redacted] regarding this letter.   A statement was sent to the address on his identification on 05/13/12, the statement was not returned as undeliverable nor did Mr. [redacted] contact HMH to inquire about the balance.  On 06/22/12, the account was turned over to our account vendor for follow up on the outstanding balance, that vendor proceeded to submit statements and attempted to contact Mr. [redacted] via phone, leaving voicemails on 07/24/12 and 08/03/12 while some calls were rejected by the patient for a later date of service.  There were no return calls to our vendor to try to resolve the account resulting in the account being turned over to collections on 09/28/12.  The collection agency made several attempts to contact Mr. [redacted] via phone and by mail.  Research conducted by the collection agency was as follows:  Verified address with the US Postal Service, Verified employment, researched US Bank Court for active cases.                            Lastly, Mr. [redacted] indicates that he had several conversations with staff at HMH on 06/07/12, 07/23/12, and 06/19/13 to provide us with insurance information.  There is no documentation of said conversations and we didn’t obtain a copy of his insurance card nor do we have his insurance information on file.    Mr. [redacted] stated that on his first visit to the ED on 05/02/12 that the registrant questioned him on whether his ID was real which resulted in a short dispute.  We are unable to substantiate this claim.     It is the desire of HMH to provide an overall excellent experience to our patients while they are at our facilities.   Regrettably, not all of our patients are satisfied with the measures we have taken.   Unfortunately, Mr. [redacted] is in the latter category.  We are unable to bill Mr. [redacted]’ insurance as timely filing has been reached on any claim from this date of service.     Sincerely, Patient Business Services Hardin Memorial Health