Dear Mrs [redacted] I believe we probably will not get any further with our complaint Until the doctor's office will discontinue billing our insurance with "hospital fees" for every time my wife walks in the door, we will be continued to be "extorted" in this legal but yet improper practice We would like this to stop If my wife wanted to pay for "hospital fees" she would drive to Hershey to the actual hospital, NOT Camp Hill to a doctor's office So obviously if the facility is going to bill that way, the insurance company is not going to review it as an office visit but a hospital visit I appreciate all that you've done If there is anything more you can do to address this borderline fraudulent practice, we can be in touch, but again, I don't think we will get much further Everything with them is a "hospital fee" unfortunately And the bill was paid but I believe the office might have responded prior to processing Sincerely, [redacted] ***
July 7, 2017Dear [redacted] ,The inquiry submitted on behalf of [redacted] has been investigated.It is correct that hospital-based billing was implemented across all payers in 2010; however, previously Medicare patients seen in on-site clinics have been billed by this method since the mid 1990's Hospital-based outpatient refers to the billing process for services rendered in a hospital outpatient clinic or locationThis is a national model of practice for large integrated health care delivery systems like Penn State Health where the hospital owns the practice and employs the support personnel, including the physicians, involved in patient careThe billing method applies to all clinics within a mile radius of the hospital.Flyers are available in the various practice sites which give the patient some background information and answers to the most frequently-asked questionsA copy is enclosed if [redacted] has not seen a c???.Specifically, in [redacted] 's it would appear that she would be familiar with this method of billing, because as far back as all of her services, including allergy-related have been billed with a technical componentDuring that time she has been covered by several different insurance plans, but each have assessed a patient pay on a portion of the technical componentExamples include; 6/28/11, $169,89; 2/28/12, $118.09; 12/10/13, $18.85; 10/8/14, $28,48; 9/24/15, $31,24;5/27/16, $and 1/26/17, $30.00.In the case of the allergy serum and injections there is physician involvement in the establishment of the diagnosis and development of the serum, but as [redacted] has described administration of the injection does not require the expertise of a physician; hence billing for technical component only to reflect the nursing staff time.Based on the history of this account and as a gesture of goodwill the balances remaining on the allergy injections have been adjusted noted in [redacted] 's later have been adjustedThe affected datesare;4/27/17, 5/4/17, 5/18/17, 5/11/17, 5/15/and 5/18/17.Thank you for bringing those concerns to our attentionPlease advise if any additional information is needed.Thank youRespectfully,Linda S.Team Manager Customer Service and Cash Posting
December 19, 2017Dear [redacted] ,This is in response to the customer complaint received in our Patient Financial Services Department on December 11, , concerning the above referenced patient, in relation to services provided in the Penn State Health, Milton SHershey Medical CenterPatient Relations, in collaboration with the clinic, has reviewed the patients concerns listed belowWe are offering the following responses to the Desired Outcome/Settlement of this concern:Patient requests the original forms be updated with the correct dates and explanations signed by her doctor and resubmitted to ***:Action: Forms have been amended, signed by her doctor and resubmitted to ***Patient requests a copy of her medical records be sent to her: Action: Per Medical Records staff, medical records requested have been mailed to the patientPatient asks for corrective action to be taken against the employee who mishandled her disability claim:Action: Any action to be taken in reference to a Penn State Health employee will be addressed internally as deemed appropriate.Thank you for allowing us the opportunity to review and respond to these concernsAs an institution, it is our goal to ensure every patient receives high-quality compassionate care and exceptional serviceWe appreciate receiving feedback, as it allows us to review our processes and service to our patient community.If I am able to address any additional concerns, please contact me at ###-###-####.Sincerely, Lori YPatient Relations Representative
July 27, 2017Dear [redacted] ,I offer my sincere apology for the delay to the additional concerns/questions presented by [redacted] .Balances on the allergy injections have been adjusted as noted in [redacted] 's original letterThe affected dates are; 4/27/17, 5/4/17, 5/8/17, 5/11/17, 5/15/and 5/18/She is still being billed for the balance on the visit of 4/26/17, which was not a charge for an allergy injectionA copy of that visit is also enclosed.By adjusting the balances believe We were acknowledging that we agreed with [redacted] 's concernI apologize that following the process outlined on the Immunotherapy Start Consent form, contacting the insurance carrier in advance, [redacted] did not get the result she was anticipating.I have spoken to representatives in the department that initiated the form and we are not certain what information could have/should have been contained on the form that would have improved the outcome, because every insurance carrier, every insurance plan processes claims differentlyEven within our own organization clinics outside of the mile radius are billing as physician practices, not as hospital-based, so if these allergy injections would have been given at the State College location these same claims would have processed differently and paid with no out of pocket according to [redacted] .We will continue to assess the form for possible revisions and appreciate that this issue has been brought to our attention.A copy of the flyer referenced in the first letter is enclosed [redacted] is correct, I believe it was overlooked in the first letter,Thank youPlease advise if any additional information is needed.Respectfully,Linda STeam Manager Customer Service and Cash Posting
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]
This complaint has been forwarded to the Manager of Patient Relations to investigate
Dear Mrs [redacted] I believe we probably will not get any further with our complaint Until the doctor's office will discontinue billing our insurance with "hospital fees" for every time my wife walks in the door, we will be continued to be "extorted" in this legal but yet improper practice We would like this to stop If my wife wanted to pay for "hospital fees" she would drive to Hershey to the actual hospital, NOT Camp Hill to a doctor's office So obviously if the facility is going to bill that way, the insurance company is not going to review it as an office visit but a hospital visit I appreciate all that you've done If there is anything more you can do to address this borderline fraudulent practice, we can be in touch, but again, I don't think we will get much further Everything with them is a "hospital fee" unfortunately And the bill was paid but I believe the office might have responded prior to processing Sincerely, [redacted] ***
July 7, 2017Dear [redacted] ,The inquiry submitted on behalf of [redacted] has been investigated.It is correct that hospital-based billing was implemented across all payers in 2010; however, previously Medicare patients seen in on-site clinics have been billed by this method since the mid 1990's Hospital-based outpatient refers to the billing process for services rendered in a hospital outpatient clinic or locationThis is a national model of practice for large integrated health care delivery systems like Penn State Health where the hospital owns the practice and employs the support personnel, including the physicians, involved in patient careThe billing method applies to all clinics within a mile radius of the hospital.Flyers are available in the various practice sites which give the patient some background information and answers to the most frequently-asked questionsA copy is enclosed if [redacted] has not seen a c???.Specifically, in [redacted] 's it would appear that she would be familiar with this method of billing, because as far back as all of her services, including allergy-related have been billed with a technical componentDuring that time she has been covered by several different insurance plans, but each have assessed a patient pay on a portion of the technical componentExamples include; 6/28/11, $169,89; 2/28/12, $118.09; 12/10/13, $18.85; 10/8/14, $28,48; 9/24/15, $31,24;5/27/16, $and 1/26/17, $30.00.In the case of the allergy serum and injections there is physician involvement in the establishment of the diagnosis and development of the serum, but as [redacted] has described administration of the injection does not require the expertise of a physician; hence billing for technical component only to reflect the nursing staff time.Based on the history of this account and as a gesture of goodwill the balances remaining on the allergy injections have been adjusted noted in [redacted] 's later have been adjustedThe affected datesare;4/27/17, 5/4/17, 5/18/17, 5/11/17, 5/15/and 5/18/17.Thank you for bringing those concerns to our attentionPlease advise if any additional information is needed.Thank youRespectfully,Linda S.Team Manager Customer Service and Cash Posting
To provide a written response to the [redacted] complaint
December 19, 2017Dear [redacted] ,This is in response to the customer complaint received in our Patient Financial Services Department on December 11, , concerning the above referenced patient, in relation to services provided in the Penn State Health, Milton SHershey Medical CenterPatient Relations, in collaboration with the clinic, has reviewed the patients concerns listed belowWe are offering the following responses to the Desired Outcome/Settlement of this concern:Patient requests the original forms be updated with the correct dates and explanations signed by her doctor and resubmitted to ***:Action: Forms have been amended, signed by her doctor and resubmitted to ***Patient requests a copy of her medical records be sent to her: Action: Per Medical Records staff, medical records requested have been mailed to the patientPatient asks for corrective action to be taken against the employee who mishandled her disability claim:Action: Any action to be taken in reference to a Penn State Health employee will be addressed internally as deemed appropriate.Thank you for allowing us the opportunity to review and respond to these concernsAs an institution, it is our goal to ensure every patient receives high-quality compassionate care and exceptional serviceWe appreciate receiving feedback, as it allows us to review our processes and service to our patient community.If I am able to address any additional concerns, please contact me at ###-###-####.Sincerely, Lori YPatient Relations Representative
July 27, 2017Dear [redacted] ,I offer my sincere apology for the delay to the additional concerns/questions presented by [redacted] .Balances on the allergy injections have been adjusted as noted in [redacted] 's original letterThe affected dates are; 4/27/17, 5/4/17, 5/8/17, 5/11/17, 5/15/and 5/18/She is still being billed for the balance on the visit of 4/26/17, which was not a charge for an allergy injectionA copy of that visit is also enclosed.By adjusting the balances believe We were acknowledging that we agreed with [redacted] 's concernI apologize that following the process outlined on the Immunotherapy Start Consent form, contacting the insurance carrier in advance, [redacted] did not get the result she was anticipating.I have spoken to representatives in the department that initiated the form and we are not certain what information could have/should have been contained on the form that would have improved the outcome, because every insurance carrier, every insurance plan processes claims differentlyEven within our own organization clinics outside of the mile radius are billing as physician practices, not as hospital-based, so if these allergy injections would have been given at the State College location these same claims would have processed differently and paid with no out of pocket according to [redacted] .We will continue to assess the form for possible revisions and appreciate that this issue has been brought to our attention.A copy of the flyer referenced in the first letter is enclosed [redacted] is correct, I believe it was overlooked in the first letter,Thank youPlease advise if any additional information is needed.Respectfully,Linda STeam Manager Customer Service and Cash Posting
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]