On October 8, Home Health Depot delivered equipment to the *** At the time of delivery *** *** signed accepting delivery of the equipment. The delivery paperwork showed no balance due at time of deliveryHome Health Depot provided the Burroughs with the
best information available, at the time of delivery. Per the Insurance company (representative Shannon Ton 10/2/15), we were advised that the family had no out of pocket charges due, as they had met their deductible and out of pocket maximum for the year. We relayed this information to the family.However, when we processed the charges for the equipment with the insurance company, your deductible had not been met despite assurance from your insurance company that it had. As a result, Home Health Depot has not been paid for our product and service. Patients are ultimately responsible for payment, whether through their insurance or otherwise. As a result you were billed in JanuaryOn April 11, we received a call, (the first call we have received) from *** ***, in our billing department, in which he stated his dissatisfaction with being charged for medical equipment. He was provided with a copy of the Insurance Explanation of Benefits from his insurance, along with a copy of the delivery paperwork his wife signed. He requested a day billing hold be put on his account. The billing specialist put the account on hold for days in order to give the family time to review the informationAlso on April 11, the family filed a Revdex.com complaint. Home Health Depot graciously agreed to put a collections hold on his account and feel that the by filing a complaint after asking for additional leniency is disingenuous. We will continue to work with the family to settle the balance, however; as an contracted Home Medical Equipment provider we are not permitted to write off deductibles or co-insurance without attempting to collect the balances due.
Home Health Depot will work with the family to allow them an opportunity to pay for their portion of the charges. A monthly payment plan can be arranged
11.0pt; mso-fareast-font-family: Arial; mso-bidi-font-family: 'Times New Roman';">Our response to the complaint issued by Ms. [redacted], received on May 5, 2014 from your office, is as follows:
We supplied Oxygen equipment to Ms. [redacted] as a result of a physician's order on June 5, 2012, and serviced her oxygen needs up until we received a request, from the patient, to discontinue the Oxygen on January 7th. 2014.
The equipment was picked up on January 10th with an against medical advice ([redacted]) document signed by the patient.
The billing date for the rental of the equipment was the 5th of each month. When Ms. [redacted] called on the 7th to have the Oxygen picked up a new rental month had begun. Since her insurance had termed on January 1st 2014 and she no longer had coverage for the services, the rental became her responsibility as of January 5th 2014.
Ms. [redacted] asked in her complaint to have the billing split from December 5th to the 31st, and then from January 1st. to the 5th. This rental period was covered at 100% by her insurance. The period she is responsible for is the January date of service.
After reviewing the account, we have adjusted off the January 5th, 2014 date of service balance, her account is now at a zero balance.
As to her other statements about employee's speaking badly to her, and having an argument regarding the pick-up of her equipment, I am unable to address as I do not have the details of the conversations. I will say that our employees are trained to provide exceptional customer service, but sometimes when we are required to explain regulatory issues to our patients they can misunderstand our meaning. I believe that is what happened with the conversation about the pick-up request. Oxygen is considered a drug and is highly regulated, we are not able to
remove a patients Oxygen from their home, even at their request, without either a physician's order or an [redacted] document.
I trust this is a satisfactory resolution to Ms .[redacted]'s complaint. Should you request any additional information, please feel free to contact me directly at (317) 333-6033 x [redacted]
Sincerely,
[redacted], Compliance Officer
On October 8, Home Health Depot delivered equipment to the *** At the time of delivery *** *** signed accepting delivery of the equipment. The delivery paperwork showed no balance due at time of deliveryHome Health Depot provided the Burroughs with the
best information available, at the time of delivery. Per the Insurance company (representative Shannon Ton 10/2/15), we were advised that the family had no out of pocket charges due, as they had met their deductible and out of pocket maximum for the year. We relayed this information to the family.However, when we processed the charges for the equipment with the insurance company, your deductible had not been met despite assurance from your insurance company that it had. As a result, Home Health Depot has not been paid for our product and service. Patients are ultimately responsible for payment, whether through their insurance or otherwise. As a result you were billed in JanuaryOn April 11, we received a call, (the first call we have received) from *** ***, in our billing department, in which he stated his dissatisfaction with being charged for medical equipment. He was provided with a copy of the Insurance Explanation of Benefits from his insurance, along with a copy of the delivery paperwork his wife signed. He requested a day billing hold be put on his account. The billing specialist put the account on hold for days in order to give the family time to review the informationAlso on April 11, the family filed a Revdex.com complaint. Home Health Depot graciously agreed to put a collections hold on his account and feel that the by filing a complaint after asking for additional leniency is disingenuous. We will continue to work with the family to settle the balance, however; as an contracted Home Medical Equipment provider we are not permitted to write off deductibles or co-insurance without attempting to collect the balances due.
Home Health Depot will work with the family to allow them an opportunity to pay for their portion of the charges. A monthly payment plan can be arranged
11.0pt; mso-fareast-font-family: Arial; mso-bidi-font-family: 'Times New Roman';">Our response to the complaint issued by Ms. [redacted], received on May 5, 2014 from your office, is as follows:
We supplied Oxygen equipment to Ms. [redacted] as a result of a physician's order on June 5, 2012, and serviced her oxygen needs up until we received a request, from the patient, to discontinue the Oxygen on January 7th. 2014.
The equipment was picked up on January 10th with an against medical advice ([redacted]) document signed by the patient.
The billing date for the rental of the equipment was the 5th of each month. When Ms. [redacted] called on the 7th to have the Oxygen picked up a new rental month had begun. Since her insurance had termed on January 1st 2014 and she no longer had coverage for the services, the rental became her responsibility as of January 5th 2014.
Ms. [redacted] asked in her complaint to have the billing split from December 5th to the 31st, and then from January 1st. to the 5th. This rental period was covered at 100% by her insurance. The period she is responsible for is the January date of service.
After reviewing the account, we have adjusted off the January 5th, 2014 date of service balance, her account is now at a zero balance.
As to her other statements about employee's speaking badly to her, and having an argument regarding the pick-up of her equipment, I am unable to address as I do not have the details of the conversations. I will say that our employees are trained to provide exceptional customer service, but sometimes when we are required to explain regulatory issues to our patients they can misunderstand our meaning. I believe that is what happened with the conversation about the pick-up request. Oxygen is considered a drug and is highly regulated, we are not able to
remove a patients Oxygen from their home, even at their request, without either a physician's order or an [redacted] document.
I trust this is a satisfactory resolution to Ms .[redacted]'s complaint. Should you request any additional information, please feel free to contact me directly at (317) 333-6033 x [redacted]
Sincerely,
[redacted], Compliance Officer