Honor Health

Please see attachment for response from [redacted]

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 Dr did not discuss the needed testing with the me nor explain the necessity. This is a lie.  I went in for one reason, and no need of additional testing.  If this was discused I would have declined as I new what I had..I just needed a perscription for it. The lab did call me and said they were working on removing the entire bill as I did not agree to the 11+ tests.  I have yet to here back from them.  The manager there said she would call me back the next day and never did. Regards,[redacted]

[redacted] and [redacted]) was not aware aware of patient's concern until yesterday.  [redacted] is where all of this took place.  The [redacted] man[redacted]ment has since made contact with both patient and husband, as well as with Patient Financial Services, in order to assist with a...

resolution.  It was documented that [redacted] explained to patient and husband, at the beginning and as with all patients, that their deductible is applicable to most insurance companies.  Patients are to contact their insurance companies for amounts.  [redacted] can tell a patient the cost of a procedure that will be billed to the insurance company, but cannot say what will actually be charged back to the patient.  That is up to the insurance company.  [redacted] man[redacted]ment stated that inter-departmental communication could have been better.

From: Z[redacted] Pixie Sent: Thursday, February 18, 2016 8:07 AMTo: M[redacted], Debbie <Debbie.M[redacted]@HonorHealth.com>; C[redacted], Teresa...

<Teresa.C[redacted]@HonorHealth.com>Cc: I[redacted], Annette <Annette.I[redacted]@HonorHealth.com>; P[redacted]r, Connie <Connie.P[redacted][email protected]>Subject: RE: Revdex.com complaint
Our records show that she saw Dr. Amanda Isbell on 12/16/2015.  On the day of the visit there is a note from the practice that patient states her deductible was fully met and she did not need to pay a copay.  Claim processed and a portion went to deductible.  Audit shows there has been no inquiry on the account or rep notes from any of the billing reps that they took a call from this patient.  The call center does not handle billing calls. Based on the conversation that she had it makes me wonder if she was calling her insurance companies claims department and not the billing department. 
We will research further  and resolve.  We will send you back our resolution.
Thank you
Pixie Z[redacted] CPC, FACMPE|Network Sr. Director, PN Revenue Cycle | Honor Health Medical Group
voice: 623-434-6200 x306684|fax: [redacted]|cell: 602-228-7574
honorhealth.com
---------------------------------------------
From: I[redacted], Annette Sent: Thursday, February 18, 2016 10:20 AMTo: Z[redacted] Pixie <[email protected]>; M[redacted], Debbie <Debbie.M[redacted]@HonorHealth.com>; C[redacted], Teresa <Teresa.C[redacted]@HonorHealth.com>Cc: P[redacted]r, Connie <Connie.P[redacted][email protected]>Subject: RE: Revdex.com complaint This is ours.  I have reviewed and had our insurance rep confirm.   The patient only owes a co pay of $20.   This is also a non-par issue, due to Dr. Isbell is still in the credentialing process.  I have left a message for the patient to contact me directly.    Annette I[redacted], Supervisor, Physician Billing/NSSC Phone: [redacted]Fax: [redacted]3806/honorhealth.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.

This is not about the doctor being paid what he did, it is about me being charge two co-pays for the same incident.Regards,[redacted]

I received today the review response from our Patient Financial Services department.  They reported that the account patient’s father is referring to was re-processed by his insurance company, who paid the amount in full with no patient responsibility.  During the insurance...

re-processing period, the account was sent to CCI (Computer Credit Inc.) which is an HonorHealth internal collection agency.  This account did not get reported to his credit.  There is now no balance owed.

Patient was seen by me secondary to chronic recurrent symptoms, which warranted further testing in order to properly diagnose and treat.

I discussed the needed testing with the patient and explained the necessity.

Patient called the Practice Manager regarding her laboratory...

bill. The Practice Manager contacted the laboratory and worked with them to reduce the patient's out of pocket charges by 50%.

Review: This is my third time making a complaint about the bill I received so I decided since the people at the call center for HonorHealth is not listening I will take it to the Revdex.com. I received a bill for $73 for seeing my GENERAL DOCTOR. The only thing I should have paid is the $25 copay and that is it. And the two times I have called in to discuss the bill each time I was told yes the bill is wrong and it will be adjusted but look I received this bill again! I went to see my General Doctor on 12/16/15 and at that time she was in your system as a doctor I can use then I was told it was because I was not PPO - well if you look at my account I am PPO. The last two phone calls I had with billing department lasted about 30 minutes each and each time the tried to say this doctor is out of network (well both times found out that was wrong), both times told I was not a PPO (both times looked and saw that was wrong) and both times told it was HonorHealth mistake and the bill was wrong and it will be fixed and guess what both times that was wrong. I paid $25 for the copay when I saw the doctor and that should be it - no tests were done, no blood work was done nothing at all but seeing a doctor was done so this bill should not have been sent!Desired Settlement: I want this bill adjusted right away because I should not have to call in more than once and have conversations for over 30 minutes with billing people!! This bill is completely wrong and I paid the doctor already so there should be no more payments needed. This doctor was in your service as of 12/16 and I am a PPO customer which means all I pay is a co-pay. So please adjust this bill right away.

Business

Response:

From: Z[redacted] Pixie Sent: Thursday, February 18, 2016 8:07 AMTo: M[redacted], Debbie <Debbie.M[redacted]@HonorHealth.com>; C[redacted], Teresa <Teresa.C[redacted]@HonorHealth.com>Cc: I[redacted], Annette <Annette.I[redacted]@HonorHealth.com>; P[redacted]r, Connie <Connie.P[redacted][email protected]>Subject: RE: Revdex.com complaintOur records show that she saw Dr. Amanda Isbell on 12/16/2015. On the day of the visit there is a note from the practice that patient states her deductible was fully met and she did not need to pay a copay. Claim processed and a portion went to deductible. Audit shows there has been no inquiry on the account or rep notes from any of the billing reps that they took a call from this patient. The call center does not handle billing calls. Based on the conversation that she had it makes me wonder if she was calling her insurance companies claims department and not the billing department. We will research further and resolve. We will send you back our resolution.Thank youPixie Z[redacted] CPC, FACMPE|Network Sr. Director, PN Revenue Cycle | Honor Health Medical Groupvoice: 623-434-6200 x306684|fax: [redacted]|cell: 602-228-7574honorhealth.com---------------------------------------------From: I[redacted], Annette Sent: Thursday, February 18, 2016 10:20 AM To: Z[redacted] Pixie <[email protected]>; M[redacted], Debbie <Debbie.M[redacted]@HonorHealth.com>; C[redacted], Teresa <Teresa.C[redacted]@HonorHealth.com> Cc: P[redacted]r, Connie <Connie.P[redacted][email protected]> Subject: RE: Revdex.com complaint This is ours. I have reviewed and had our insurance rep confirm. The patient only owes a co pay of $20. This is also a non-par issue, due to Dr. Isbell is still in the credentialing process. I have left a message for the patient to contact me directly. Annette I[redacted], Supervisor, Physician Billing/NSSC Phone: [redacted]Fax: [redacted]3806/honorhealth.com

Review: Unauthorized Charges. Usurious overbilling.

I did not authorize the urine tests for which I was overcharged/mischarged to be conducted. I am a self-pay, uninsured patient, a fact I repeatedly made very clear to my primary care physician's office both prior to coming in for treatment by them as well as during the office visit. I was told that my account was paid in full and clear both by their desk clerk upon checkout post-appointment AND by their main billing department post-appointment when I called to question other overcharges by them not pertaining to this complaint and which have been resolved and acknowledged as error on their part for neglecting to apply to my account their self-pay, uninsured patient 20%-30% discount. These [redacted] tests should never have been run without my knowledged or approval. I was misled to believe that the on-site, in-office urine test was all that would be run, and not told that third-party lab testing would be conducted. My appointment with my primary care physician was on 05/21/13 and the total cost for my treatment was $139.10. [redacted] is now attempting to charge me an additional $156.00 for two unauthorized tests. Aside from these tests not being agreed to by me, they are usuriously high (I am aware of the lawsuits against them for Medicaid/Medi-Cal and insurance fraud, and believe that they feel they can continue to take advantage of unsuspecting, uninsured patients regardless of the lawsuits already against them). I have attempted to resolve this at every level - from contacting them directly, to also contacting my primary care physician's office and the main billing department for same, and have been told "nothing can be done - it was an unfortunate mistake, but since the tests have already been conducted, there's no way [redacted] will back down". I am unemployed and uninsured, and cannot afford to pay $156 more than the initial $139.10 exam and test already cost me, nor should I have to. Because of my uninsured and unemployed status I do not stay on top of my health care and concerns, and only go to a doctor on an emergency/urgent care basis. I deliberately called ahead of time and asked prices of the primary care physician I went to in this instance, so as to determine if I could go to a "real" non-walk in clinic doctor for a change, and because I was told ahead of time that my costs would only be $125 I went to the physician responsible for sending my urine sample to [redacted] without telling me that they would do so and that I would be incurring additional costs. This was not explained the day before on the telephone as a possibility; it was not explained either at check-in or checkout the day of my appointment; nor was it explained when I contacted their primary billing department to dispute other charges. I feel victimized by BOTH [redacted] AND the primary care physician's office I went to. Bothh [redacted] AND the primary care physician's office that I went to have reputations for overcharging, billing inaccuracies, etc ([redacted] also has FRAUD & COLLUSION TO COMMIT FRAUD to its credit). Had I known that the primary care physician's office I went to was associated with a larger health network known for overbilling & inaccurate billing practices I would never have gone to them. The last time I saw a doctor from there was TWO YEARS AGO, at which time they were independent of the current healthcare network they are a part of, and I did not know until after my appointment and as the result of looking both companies up online that the primary care provider is no longer an independent one. For all I know they are in cahoots with [redacted] as well. Being a "little guy" out here, I would appreciate whatever assistance the Revdex.com could render to me in this matter. Thank you!!!Desired Settlement: I want [redacted] to redact their charges. I also want them to send a letter to me for my personal records that I do not owe them any monies whatsoever. I wish to preserve my good credit rating and this letter from them will ensure that and serve as verifiable proof that I have done nothing wrong.

Business

Response:

Case #: [redacted]

This complaint should be against [redacted] and not John C. Lincoln. The primary care physician office is assisting the patient with her complaint against [redacted] and getting a resolution to the billing issue. Patient has been notified.

Business

Response:

The office manager of the physician office is assisting the patient with resolving this matter.

Review: I went into the ER at Scottsdale Healthcare Hospital on 12/26/2013. I specifically asked the person at the front desk if the facility was an [redacted] insurance provider. She responded that the facility was an [redacted] insurance provider. I am sure that recordings the hospital would have of the conversation would clearly show this. I am now faced with a very large bill for the services of the emergency room dr, [redacted] MD; even larger than the bill I paid to the hospital. I was not advised that he is not an [redacted] provider, and his fees are considered out-of-network by my provider. [redacted] has told me that their reasonable and customary member rate for his services would have been $270.24. I have already paid Dr [redacted] $270.24, the rate that I would have paid were he an [redacted] provider. When I later contacted Scottsdale Healthcare Hospital by phone about the situation, they mailed me a copy of a form letter to mail to Dr [redacted] and told me he would drop the remaining charge. This, I am sure, was also recorded. I mailed the letter to Scottsdale Hospital and Dr [redacted], and never received a response from either party. While I was waiting for a response to my letter, I was turned over to a collection agency. I feel that I did my part. I went to a participating hospital, confirmed that it was an [redacted] provider and was not told that the doctors were not [redacted] providers. I feel this is intentional fraud, and a scam that both Scottsdale Healthcare Hospital and Scottsdale Emergency Associates are using to prey on many innocent ill people. I was given misinformation at the front desk, and not given any paperwork to sign until my treatment was completed. I am asking for Revdex.com assistance to settle this before proceeding with further action.Desired Settlement: I am asking Scottsdale Healthcare Hospital to honor their statement that they are a participating [redacted] facility, recognize that they are providing misleading and unfair information, and work to have Scottsdale Emergency Associates Ltd accept my payment of $2270.24 as payment in full and have them drop all collection proceedings.

Review: I went in for a yeast infection and got a bill from the lab for $$1430.00, after insurance $197.01. After reviewing the description of test names, it appears the Dr sent in for several STD/yeast tests...non of which I authorized. Was not discussed with me. The only thing that should have been sent to the lab was for yeast.Desired Settlement: I do not feel I should pay this bill. I did not consent to these test except for yeast. The Dr did not explain to me she was going to test for several STD tests. This should have been explained to me and it was not. I feel this is bad practic and I should have been aware of the test. Funny how when they called me to verify the results, they said the test for yeast was positive...they did not mention any of these other tests that were done. I did not go in to get an STD test.

Business

Response:

Patient was seen by me secondary to chronic recurrent symptoms, which warranted further testing in order to properly diagnose and treat.

I discussed the needed testing with the patient and explained the necessity.

Patient called the Practice Manager regarding her laboratory bill. The Practice Manager contacted the laboratory and worked with them to reduce the patient's out of pocket charges by 50%.

Consumer

Response:

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 Dr did not discuss the needed testing with the me nor explain the necessity. This is a lie. I went in for one reason, and no need of additional testing. If this was discused I would have declined as I new what I had..I just needed a perscription for it. The lab did call me and said they were working on removing the entire bill as I did not agree to the 11+ tests. I have yet to here back from them. The manager there said she would call me back the next day and never did. Regards,[redacted]

Business

Response:

Practice Manager has spoken with patient and MDL labs. The lab is currently in contact with the patient to resolve the charges.

Patient stated she is satisfied, once the charges have been waived she feels this case has been resolved.

Review: I had services rendered on February 18, 2014 from a car accident. I was knocked unconscious and was released to my parents a few hours later. My insurance information was provided upon arrival at the hospital and processed. Shortly after my visit I began to receive bills for my treatment. United Healthcare my insurance provider paid out on what was owed and I paid my portion of the bill as well. It wasn't until August 11, 2014 I received a bill in the mail from [redacted], LTD for the amount of $894.00 for services that were rendered for my visit on February 18, 2014 by Dr. [redacted]. Given that I am not disputing that I had services provided at this facility during this time, I did pay the $894.00 on August 29, 2014 in full. After further review of my [redacted] Claim statements I did not see this claim with my insurance. I called [redacted] and they suggested that I contact [redacted] and Scottsdale Healthcare to have the explanation of charges submitted to my insurance provider. I placed a call twice to both Scottsdale Healthcare and [redacted] for this request, of which was advised they would comply. I spoke with my insurance company today and was told that my claim was denied for Scottsdale Healthcare had denied sending any explanation of charges for the bill of $894.00; At this point I have paid a bill of which at this point I am uncertain if I owe. I am so disappointed in the customer service provided, the lack of follow through from your organization, and can only hope that your billing practices do not reflect your care for your future patients.Desired Settlement: 1. I would like Scottsdale Healthcare to provide an explanation of charges to my insurance [redacted] to determine if this bill is valid.

2. If it is valid I would like it correctly processed through them so it can be properly processed on my claims for when I file my taxes.

3. If it is not a valid bill, I would like to be refunded the amount I paid via check by either Scottsdale Healthcare or by the collection agency [redacted], LTD of who you sold the debt too, and I want this negative information removed from my credit reports.

4. I would also like a letter stating that it was a clerical error and I am not at fault for this error for my records.

Review: Hi

This is regarding Honorhealth billing. I want to dispute the amount of $201.00 that has been billed to me for the service provided on 12/10/2015,(a/c is [redacted]).

I went on 12/08/2015 for a routine mammogram. I had checked with my insurance as well at the hospital on the cover[redacted], to which they said that it is covered, but they charged me as Hospital did not put right code. (a/c: [redacted])

On 12/09/2015, I got a call that they needed to get some extra im[redacted]s as they could not read it well. They asked if I could come the following day. I asked if that would be covered by the insurance and was informed that yes it is covered. I went on 12/10/2015 for the extra im[redacted]s they needed and again checked at the reception if it would be covered, for which they informed me that it is covered per what your insurance covers annually (which convinced me that I would not be charged extra.

However to my surprise they billed me for two mammograms (one on the 8th of Dec and one on the 10th of December). While I am fine with the charges for 12/08/2015 as that was my mammogram which Insurance would pay, I do not agree to the charges for 12/10 due to the following reasons:

1) Needing extra im[redacted]s as the first time was not clear is not my fault and in any case should not be billed like an additional mammogram. They should have taken enough clear im[redacted]s the first time itself.

2) They should have told me upfront when they called me for additional im[redacted]s that I would be charged extra and given me an estimate for the same. They never did so.

3) I was informed that my insurance covers annual mammogram, hence these charges will be covered. We rely on Hospital staff to take informed decision.

I should not be billed for a mistake and misinformation from your staff (hospital). We expect docs to perform the test diligently without causing patient inconvenience. In-spite of speaking/emailing to them, we got no help, hence this complaint. Also now they threatened to put in collection and I am not getting any help.Desired Settlement: I want Honorhealth to look into this and make the adjustment for both accounts.

I am charged for the 1st mammogram which though is covered. Seems Hospital billed with wrong code and hence insurance didn't pay them, but now they billed us. That A/c: [redacted].

Also 2nd one was their mistake, patient should not be charged, plus we double checked on the charges, if any. This is a/c: [redacted].

Also I want Honor health to do good job while treating patient and not charge us for their mistake.

Business

Response:

[redacted] and [redacted]) was not aware aware of patient's concern until yesterday. [redacted] is where all of this took place. The [redacted] man[redacted]ment has since made contact with both patient and husband, as well as with Patient Financial Services, in order to assist with a resolution. It was documented that [redacted] explained to patient and husband, at the beginning and as with all patients, that their deductible is applicable to most insurance companies. Patients are to contact their insurance companies for amounts. [redacted] can tell a patient the cost of a procedure that will be billed to the insurance company, but cannot say what will actually be charged back to the patient. That is up to the insurance company. [redacted] man[redacted]ment stated that inter-departmental communication could have been better.

Consumer

Response:

They need to do further research. This is specific to the Annual checkup and the hospital has the responsibility to ensure the cover[redacted] and guide patient on the charges. The Insurance policy covers the mammogram, and Insurance reps told it would have been, if hospital had billed it properly. Also it has come to my light that the hospital has done some tests which are not covered without letting us know like 3D mammogram which I don't know what it is. A hospital just to make money cannot perform tests without patients knowledge. If we have come their for annual checkup, its should be limited to the allowed and covered tests and this hospital needs to confirm and inform the patient. A hospital cannot do anything that they want and bill us. Also, I am very surprised by the comment that hospital told to patient and patients husband, about the general deductible which is applicable. In fact husband was never there, which makes me feel that the hospital has not taken this complaint seriously and has just responded generically. There was contacts made, but still no resolution. A covered mammogram has been charged by this hospital to the patient rather resolving with the hospital and with such hospital no one should be going. When asked specifically on the cover[redacted] and charges, the hospital can always get correct information from the insurance. There is no reason for extra charge or deductible charged, if the hospital had made genuine effort to figure it out. Well, we always ask to make sure, and it was told specifically that there will not be any charges, hence it is surprising that the responder has chosen to respond with generic statement on charges and deductible. Also they did confirm as we always ask a service provider to check as we are very concerned about these hospital charges.Thanks

Business

Response:

This patient scheduled her exam in early December and could not remember where her prior films were completed. Notes were made in chart that patient did not know where her prior films were for comparison. This is imperative in looking for small changes in breast tissue and to find cancer at its earliest stage and to reduce call backs of areas of dense tissue and calcifications. Patient had exam on 12/10/15 and during that time technologist asked again regarding priors, notes made in mammography reporting system that she is not sure. Patient named a few places and she said maybe Valley. We called the next day and requested films from [redacted] . Per MQSA regulations, we read films in a timely manner and found that there was a need for magnification views. Patient said during phone call to Mikala E[redacted] that she may have waited for priors to arrive for comparison, so that she could have applied her deductible to 2016 and then maybe she would not due to anxiety. Films did not arrive from [redacted] until 12/21/2016. Patient had already came in for follow up and had been placed in a short term follow up. When films did arrive, comparison was made and an amendment was placed on her report. This area was part of her previous exams and a six month follow up would not be needed. Comparison films are very important in diagnosing early breast cancer. This is why we ask this question to each patient that is scheduled at our facility. We have done our very best to discuss this with the patient, but the issue is actually that insurance companies have high deductibles and mammograms are cyclical. If your mammogram has always been done in the last quarter of the year, the deductible you pay is only good towards that year. If you have your mammogram in the first quarter of the year if will apply to the entire year, but you will always have the deductible as a charge because insurance starts the deductible process again in January. The [redacted] and [redacted] strives to reduce anxiety and offer the highest in patient care, we apologize that this patient feels that she was not given that high level of service.Sherry R. G[redacted]

Review: I was at a Scottsdale Healthcare hospital in October of 2012, since then I have been paying on the total amount that my insurance did not cover. I was making large payments when I was able to, usually every month, but I was not on a payment plan even though I had requested to be. After making a payment in March of 2013 I was informed my bill had gone into collections. After trying to figure out why (I still don't have a good answer for it) I started a payment plan for the remainder of the amount. However, the amount that went into collections was not the same as I have been told I owe, it is quite a bit more. I have a string of 18 emails with [redacted], Supervisor, Patient Revenue Cycle, about the amount I owe. In just about every response I get from her the amount owed changes and the amount I paid changes. I am done arguing with her about this and I am not paying any more until this is figured out. According to information [redacted] has given me, I owe a little more that $400. The amount still in collections is over $2,000. And, even though I have been making regular payment this account is still in collections.Desired Settlement: I am not paying any more to Scottsdale Healthcare. I, and my insurance have paid them for what they provided.

The doctors at Honor Health: Scottsdale Osborne are wonderful, however once you leave the building the service goes south fast.

To those who run this hospital: you are going to lose patients if your patient financial service division does not become more competent and more respectful fast. My payments have been misapplied at least 3 times in the last year, which has led to a ridiculous amount of time on the phone attempting to get the account up to date. When I asked to speak to the supervisor I left a message explaining the situation. Nearly a week later I got a message that said, "Hi, this is Rachel from Honor Health returning your call." That was it.

I would rate this hospital a ten if it were not the difficulty of paying and viewing your account. The inability to see account details online would be only a minor frustration if it were not for the late arriving statements and incompetent or unhelpful "customer service" representatives. The stress of making sure they know you have paid your bill on time makes it so that really can't say I would recommend the hospital to a family member. If doctors don't want to lose patients, you need to retrain and get this figured out!!

Review: Back in October 2013, I had a appointment with one of the doctors at [redacted]. My main issue was for chest pain, however I also had an issue with my right shoulder and my right hamstring. I asked the doctor during the appointment if he can help me with these two additional issues, and he gladly agreed. During the time of the explanation of my hamstring issue, I tried explaining to the doctor that I had a knee issue that occurred during the same time of my hamstring issue and that both my knee and hamstring issues maybe tied into the same problem. As I explained the symptoms to the doctor, he was using a speech recognition program to take down the notes of my symptoms. However, he was having a lot of issues with the program and it seemed like he abbreviated a lot of what I said. At the end of the appointment, he told me he will send a referral for me to physical therapy and a MRI for my shoulder and hamstring. Several days later I received the referral for physical therapy, but nothing for the MRI. I tried calling the office for approximately 2-3 weeks about the referral for the MRI, but I never received a straight answer from the staff. I also tried going directly through my insurance, and through the radiology clinic to setup a appointment but they also required a doctor's referral. Finally one of the staff members told me that they don't show a MRI setup for me, and that I should come back in to get checked up again. I did not understand why I needed to come back to the office to explain my problem again, so I asked if I can just pass it over the phone but the staff member told me that I needed to come in for it. During the second appointment, I explained to the doctor the same issues with my knee and hamstring as before. However this time, he did not use the speech recognition program as he did before. I finally received my referral for the MRI, but after a couple weeks I received my bill in the mail and the clinic charged me for the second appointment.Desired Settlement: I believe I should not be charged for the second appointment because it was neglect on behalf of [redacted] for not listening to my problem during the first appointment. The staff seemed very reliant on patient notes, and I believe the problem originated when the doctor had issues with the speech recognition program that he was using for the first appointment to take down the notes as well as the mystery of the missing MRI referral from the original appointment.

Business

Response:

The physician has reviewed the chart and will be adjusting off the charge and refunding the patient.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

EXTREMELY unprofessional emergency department staff. Nurses do not wear badges that are visible to patients (a violation of licensing practices). Patients are not able to tell staff from visitors.

Review: I had a procedure done may 2015. I called June 15, 2015 and gave them my flex pay [redacted] number to pay all co-pays since my insurance was changing July 2015. The representative said she would handle all balances. I never received an invoice but was called 12-30-2015 that I owed 101.90 from June. I said it was pay with my flex pay and I hadn't received anything before. Was contacted January 8, 2016 by collection agency concerning this balance. Called honor health back and said I still had not received the billing information and have not to date. Continue to be harassed by collection agency. Please help resolve this. There was 58.62 charged to flex pay [redacted] on 6-12-2015 and wonder why the 101.90 wasn't. Can't use this account now since insurance changed.Desired Settlement: Want an explanation why they did not charge full amount when given credit card to do so.

Business

Response:

I learned that this patient's complaint had nothing to do with care and treatment at [redacted] Our Patient Financial Services department researched and determined that that the contact information for this complaint is below. I have confirmed with the contact that this is correct.Annette I[redacted]Supervisor of Self Pay Department in Physician Network BillingAnnette.I[redacted]

Scottsdale Healthcare billing practices border on criminal. Even before I received my final bill, they called me trying to collect. They called every week, I felt like I was in collections. Then I was told that my bill wasn't due until March 5, 2014. I received a COLLECTION NOTICE on February 13th.

Review: On 07/06/2014 I went to the see [redacted] in what I thought was an urgent care for an infection in my leg. This was the second time the infection has come so I figured I would just go and get antibiotics for it just like the last time. I was seen fairly quick since there was only one other person in the lobby. [redacted] came in the exam room, looked at my leg, not sure if he even touched it or not because it may be a blood clot. He then told me that he could not see me and that I needed to go to John C. Lincoln [redacted] so they can see me. I drove down there and they ran some tests and determined that it was nothing more than a serious infection, gave me IV antibiotics and a prescription.

Short time later I received a bill from both [redacted] clinic and JCL for the hospital visit.

I soon found out that I owed a co-pay at both [redacted] clinic and JCL. I contested that I was being billed for a co-pay for [redacted] and he essentially did nothing other than look at my leg and send me out. I have no problem with being sent to the hospital because of the infection. What the issue is being billed for walking to his exam room and having him look at.

It was explained to be by JCL billing and [redacted] that those clinics are for minor issues not major issues. I have asked and am still waiting for an answer as to "How as a no medical person am I supposed to know?"

I feel the right thing for [redacted] and/or JCL to do is charge me one co-pay NOT two for the service that day. This practice is doing nothing more than to generate more money for those involved. Why would anyone go to a clinic if there was a chance they would be referred to a hospital and get two co-pays instead of just one if they went straight to a hospital.Desired Settlement: No have to pay the co-pay twice.

Business

Response:

Please see attachment for response from [redacted]

Consumer

Response:

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.

This is not about the doctor being paid what he did, it is about me being charge two co-pays for the same incident.Regards,[redacted]