Harpers Ferry Family Medicine

June 12, 2014To whom it may concern:Our billing and compliance personnel have reviewed the codingbilling information of the patients visit in questionWe did not locate any similar procedures done for this patient in the past to make comparisonWe also saw no documentation that our local billing department or clinic was called regarding this issue-We have found the following:The procedure performed was medically indicated and consistent with the appropriate standard of careThe code used was found to be appropriate as proved by the office notesHowever, an alternative Code which will result in a lower charge can be reasonably supportedIn order to maintain high customer satisfaction and sensitivity for the patient not realizing that this procedure could be considered surgical procedure benefit category, subject to coinsurancecopayment, we are willing to change the Code since the new code is appropriate as proved by the office notesThis is a one-time courtesy the patientIf this is agreeable by the patient and the Revdex.com, we will make this change when notified by the Revdex.com, and rebil the patient-Let me know if additional information is needed.Sincerely,

June 12, 2014To whom it may concern:Our billing and compliance personnel have reviewed the codingbilling information of the patients visit in question. We did not locate any similar procedures done for this patient in the past to make comparison. We also saw no documentation that our...

local billing department or clinic was called regarding this issue. -We have found the following:The procedure performed was medically indicated and consistent with the appropriate standard of care. The code used was found to be appropriate as proved by the office notes. However, an alternative Code which will result in a lower charge can be reasonably supported. In order to maintain high customer satisfaction and sensitivity for the patient not realizing that this procedure could be considered surgical procedure benefit category, subject to coinsurancecopayment, we are willing to change the Code since the new code is appropriate as proved by the office notes. This is a one-time courtesy the patient. If this is agreeable by the patient and the Revdex.com, we will make this change when notified by the Revdex.com, and rebil the patient. -Let me know if additional information is needed.Sincerely,

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. I do, however feel that future actions need to be taken in order to inform patients that this and any similar procedure would be considered a surgical procedure. The procedure took less than 30 seconds and there absolutely no anesthesia involved at all. To me, this is not surgery and should not be charged as such, in any case at all. I realize that I do no know the technical definition of surgery, however I strongly feel that I should have been notified that I was having a surgery before the procedure was performed. 
Concerning contacting billing, several voice messages were left at ###-###-#### and I never heard a response, so I contacted ###-###-#### on 4-23-14. I first talked to a [redacted] who said I was responsible for the payment regardless and said she would note that I was disputing the charges. She was rude, so I called back later the same day and talked with [redacted]. I asked [redacted] who to write the Revdex.com complaint against. He said that he was sorry to have me write a letter, but that I should file the complaint against Harpers Ferry Family Medicine.
Regards,
[redacted]

Review: On 3/17/2014 I went to the doctors office with a growth in my mouth. While in the doctors office it was determined that the growth was a wart and the doctor decided to remove it. It was successfully removed with liquid nitrogen. There was no mention of surgery. On 4/24/2014 I received a bill in the mail from the physicians office stating that I owed 150 for destruction of mouth lesion/scar. I also received a statement from my insurance company stating that [redacted] physicians had performed oral surgery on 3/17/2014. In no way was I made aware that I was or would be receiving any type of surgery. If I had been aware of surgery I would not have authorized the surgery because my co-payment is higher and this was not a life threatening condition. Additionally I have had warts removed in the past and was not charged for surgery but just an office visit. I understand that the definition of surgery is "broad" but I should have been informed that I was having surgery. I have contacted both my insurance company and the billing department to discuss this issue and dispute the claim as well.Desired Settlement: I would like to have my copayment of 150 removed as I have already paid my 25 dollar office visit payment. I would also like to be fully informed of any surgeries or medical procedures that will be performed before they occur.

Business

Response:

June 12, 2014To whom it may concern:Our billing and compliance personnel have reviewed the codingbilling information of the patients visit in question. We did not locate any similar procedures done for this patient in the past to make comparison. We also saw no documentation that our local billing department or clinic was called regarding this issue. -We have found the following:The procedure performed was medically indicated and consistent with the appropriate standard of care. The code used was found to be appropriate as proved by the office notes. However, an alternative Code which will result in a lower charge can be reasonably supported. In order to maintain high customer satisfaction and sensitivity for the patient not realizing that this procedure could be considered surgical procedure benefit category, subject to coinsurancecopayment, we are willing to change the Code since the new code is appropriate as proved by the office notes. This is a one-time courtesy the patient. If this is agreeable by the patient and the Revdex.com, we will make this change when notified by the Revdex.com, and rebil the patient. -Let me know if additional information is needed.Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do, however feel that future actions need to be taken in order to inform patients that this and any similar procedure would be considered a surgical procedure. The procedure took less than 30 seconds and there absolutely no anesthesia involved at all. To me, this is not surgery and should not be charged as such, in any case at all. I realize that I do no know the technical definition of surgery, however I strongly feel that I should have been notified that I was having a surgery before the procedure was performed.