Hennepin County Medical Center

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.

Thank you for passing this on. We have responded directly to the patient as we are unable to share private patient information with you

DearMr***, This letter is in response to Ms*** ***’s complaint regarding date of service 1/11/and difficulty scheduling with a specific provider There was an outstanding balance for $from date of service 1/11/Health Partners requested follow up information
from Hennepin County Medical Center (HCMC) in order to process this claimHCMC did not provide the specified information in time for claim processingTherefore HCMC will not hold Ms*** responsible for this amount In regards to scheduling an appointment with Dr*** for scar revision the procedure was authorized and a request was sent to the provider’s nurse for schedulingAdditionally Ms*** was provided with the contact information for Dr***’s nurse It is my hope that this letter resolved all of Ms***’s concernsIf there are any other questions about the care provided here at HCMC please don’t hesitate to reach out to me directly Sincerely, Margaret

***, Thank you for bringing this to our attention. We take concerns very seriously and have reached out to the complainant to actively work to resolve. Please understand that due to privacy laws and our commitment to confidentiality, I am not inclined to share any of this
through your website. I am available if you have any questions. Thank you, Jon

I am rejecting this response because:
The message from HCMC says they contacted me directly. No one from HCMC has contacted me at all

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.

Initial Business Response /* (1000, 8, 2015/09/21) */
September 21, 2015
Re: Case #[redacted]
Dear Sir or Madam,
This is in response to your recent correspondence regarding [redacted]'s concerns over her son's 6/22/15 appointment at Hennepin County Medical Center.
Doe to the...

protections of the Health Insurance Portability and Accountability Act (HIPAA)I am unable to respond to you directly regarding these concerns. Since your letter provided the patient's information and description of the complaint I will be responding directly to Ms. [redacted].
Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at (612) [redacted].
Sincerely,
Margaret [redacted]
Customer Service Supervisor
Initial Consumer Rebuttal /* (3000, 10, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You should call me. [redacted].
Final Business Response /* (4000, 17, 2015/10/02) */
Good afternoon,
I spoke with the letter writer's husband on 10/1/15. I reviewed the outstanding account and I assured him I would follow up with him or his wife with confirmation of claim submission and payment by their insurance carrier.
Sincerely,
Margaret
Customer Service
Final Consumer Response /* (2000, 19, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:
Since the service wasn't coded correctly, it wasn't covered by my insurance at 100% because it was preventative care and money was taken out of my HRA account to cover some services. Those funds are needed to cover all medical bills which now I will have to pay out of pocket.

Good afternoon,Due to the nature of this complaint and HIPAA laws I cannot disclose all of the details in this forum. However, listed below are the actions that were taken in response to the complaint that was received from Mr. [redacted] on September 27, 2016.The specific medical codes in...

question, that were the basis of the complaint, were submitted for review on September 28, 2016. On September 30, 2016 the outcome of the coding review stated that the assessment done during the visit is correct and is supported with documentation in the chart.Mr. [redacted] contacted me on October 5, 2016 to inquire about the results of the coding review. He was not satisfied with the outcome and requested further investigation. He stated that his son and daughter had the exact same type of visit the previous year and were not charged for the assessment in question.Both his son and daughter's charges from 2016 were reviewed and compared to their visits from 2015 by the Revenue Integrity department.  On October 6, 2016 the outcome of this review found that the patients were not charged for the assessment last year due to a manual error.Due to this error and the frustration this process has cause Mr. [redacted] the two $72.00 charges for his son and daughter have been waived as a patient courtesy.Itemized statements showing a $0 balance were mailed to Mr. [redacted] as confirmation of this.If there are any further questions about this process please reach out to me. Thank you and sincerely, Margaret Customer Service SupervisorHennepin County Medical Center