Huguley Medical Associates

Complaint: ***
I am rejecting this response because:I was declined giving my medicine in person in July when I went to pay it off and deal with itThey are not being truthful in their responsesNever ONCE did they offer to send it to a doctor in KentuckyWhere is their proof? I have cell records of my tons of calls my pleading for help through portal etcThere is no proof of that in patient portal they ever offered this and my cell phone records show they never return calls. They DID pressure me and imply, did not state directly, that I could be dropped for not following doctors ordersIt was huge pressureI had even contacted the "office manager" who kept saying I will send you the contractShe was NOT present when the employees on hand told me and the allergist called me to advise me that I only had to pay $and the rest was coveredNever once was it explained it was monthly or a monthly chargeThe doctor WAS NOT present at the time of injections ever in that roomAgain that is not trueI was even told by another employee they have "rotating" staff that doesn't care and some don't check messages so the information is not always correct. There is a lot of formatting issues with the reply so I can only reply what I can make out. Bottom line they had a responsibility to provide service under the contract and when they decided not to be there on the day the allergist scheduled me that was breachThey have and had a responsibility to provide servicesI think too much misinformation was given and unless the office manager witnessed first hand what was said or implied she can not say for certain what I was told or what happened. I think perhaps she should be present to make sure the office and its employees are giving accurate information in the future
Regards,
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Huguley Medical AssociatesNovember 21,2017[redacted] [redacted] [redacted]PHONE; [redacted] • FAX: [redacted]Dispute Resolution SpecialistRevdex.com Corporate Office[redacted]RE: ID#[redacted]Dear Ms. [redacted],I appreciate you...

Informing us of Ms. [redacted]’s formal complaint. In reviewing her statement, I would to itemize our response.'Pressured to start allergy services and threatened to be dropped as a patient if Allergy serviceplan was not followed’Allergy testing and possible Immunotherapy is only offered by the physician during a visit to patientwho meet certain criteria and would benefit the mast from it. Less than 2% of our patient populationour participating in our Allergy program. This program is completely voluntary Our staff would haveno reason to inform a patient that they would be discharged from the practice for not participating.This would be both a direct violation of a patient’s right and STARK In the seven years as Dr. [redacted]’sOperations Manager, Ihave only discharged 3 patients.‘Agreed to one copay and charged for 3 copays’ & billing me for services I did not receive'I have attached the benefits that the Allergy staff was quoted and reviewed with Ms. [redacted] in person. Ialso included the contract the Ms. [redacted] refers to in her statement I explained to Ms. [redacted] via theAthena portal how Allergy IT billing works on 7/21/17. The allergy IT is made specifically for thepatent and only when the patient decides to proceed. It is one year’s worth of a therapy and it is billedout based on how the insurance carrier policy requires. The service dates are dates for each vial andare not indicative if the patient was seen in office or not. These are injections that are self -2017-Now-?? 01 43 P’1 ECJLEY MED:cAL ASSOCIATES [redacted] 3/5—2— November 22,2017administered after the first injection of each new vial. The CPT code is [redacted] and is billed out by unitswhich are determined by the insurance plan.'Appointment with Allergist on March 29. 2017 & voicemails left and not returned’Our records In Athena and with the Allergist do not show that Ms. [redacted] had an appointment scheduledfor 03/29/17, nor does it show that one was cancelled or rescheduled. Voicemails can be left afterhours or during lunch for non-emergent messages which are then sent as emails to the staff. Duringoffice hours, If they staff miss a call and a voicemail is left, their phone blinks red. The staff maintainthat there were no volcemails left by Ms. [redacted] when I initially questioned them about this matter. Ireiterated to the staff that the expectation Is for voicemails to be listened to, recorded, addressedappropriately, and return calls made in a timely manner. I have had no complaints brought to myattention other than Ms. [redacted]’s, that the staff is not returning voicemails. This past year alone, wehave retained an over 75th Percentile patient satisfactionn score from our Press Ganey patientsatisfaction surveys. The survey includes questions among others regarding the staff sensitivity topatient needs, ease in contacting the office by phone, and promptness in returning calls.'Mail me the medicine and it is not here'It was explained to Ms. [redacted] that the allergy vials cannot be mailed to her directly because the firstdose of each vial must be administered under physician supervision In the case of severe allergicreaction. We offered to mail it to a physician whose care she was under or soon to be under there inKentucky. She declined The vials are still at our office and have not been moved anywhere as theywould have to be delivered to a physician office and shipped in accordance with the temperaturerequirements to insure viability.Desired Settlement I have been working with our billing company, MSBT, Director of Revenue Cycle,Risk Management, and my AVP to find a solution for Ms. [redacted]. It has been approved the patientportion for the dates that have been filed after her bankruptcy date and for the two remaining dates inNovember and December to be adjusted off in accordance with the bankruptcy.If there is any back up documentation you would like other than what Ihave attached please feel free to contact me at [redacted]. I look forward to your response after your review of all the information.Slncerely,[redacted]HMA Operations Manager