Home Health Depot

Our response to the complaint issued by Ms [redacted] , received on May 5, 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 The equipment was picked up on January 10th with an against medical advice (***) document signed by the patient The billing date for the rental of the equipment was the 5th of each monthWhen Ms [redacted] called on the 7th to have the Oxygen picked up a new rental month had begunSince her insurance had termed on January 1st and she no longer had coverage for the services, the rental became her responsibility as of January 5th Ms [redacted] asked in her complaint to have the billing split from December 5th to the 31st, and then from January 1stto the 5thThis rental period was covered at 100% by her insuranceThe period she is responsible for is the January date of service After reviewing the account, we have adjusted off the January 5th, 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 piof her equipment, I am unable to address as I do not have the details of the conversationsI 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 meaningI believe that is what happened with the conversation about the pirequestOxygen 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 complaintShould you request any additional information, please feel free to contact me directly at (317) 333-x [redacted] Sincerely, [redacted] , Compliance Officer