Intermountain Healthcare

On 10/17/I received patient's complaint. In order to better understand his concerns I reached out to him via the provided phone number and left a voicemail inviting him to call me back at our Corporate Office Patient Relations line at 801-442-so that we could speak and I could gather
some necessary details (specific providers, dates of service, specific clinic/ facility). I'll await a call or further details from Mr*** before I proceed any further. Thank you

Complaint: ***
I am rejecting this response because:
I did not receive the pre collections notices! I only received them in the letter dated 9/11/The pre collections notices are missing my apartment number, which means I did not receive them! I also received no phone messages regarding this debt! Only messages I've ever received from IHC are a few blank messages and for survey's regarding a clinic or hospital visit I will testify of all of this in courtI have nothing to hideWhy would I be so upset if I had received all of those supposed messages and collections notices?I am upset because I did not receive the pre collections notices (until 9-11-17) and no phone messages regarding this debtI was not given a fair chance before being turned to collectionsIHC is not being truthful about collectionsI am not disputing the debt, just the lies that they say about the messages and noticesI want a chance to pay my bill to IHC and get this removed from collectionsI sent IHC a letter 9/19/with proof of my previous illness and also showing the missing apartment number from pre collections notice (that I just received with letter dated 9/11/17)
Sincerely,
*** ***

Hello Mr***,I'm very sorry for the frustrations you've encountered.I'm happy to have the appropriate parties/ department review your concerns, however I'd need the patient's name, date of birth , the name of the facility where the care took place, and possibly a corresponding account
number in order to appropriately look into these concerns. I'm unable to locate this information in the complaint you've submitted to the Revdex.com. Once I have that information we can start our review.If you'd prefer to reach out to me directly at our Intermountain Healthcare Corporate please don't hesitate to do so. That # is 801-442-3005. Thank you,JessicaPatient RelationsIntermountain Healthcare Corporate OfficesSalt Lake City, UT

Mr*** signed the consent for surgeryThe surgical findings were: 'thickened inflamed appendix'. The surgical pathology report also resulted 'abappendix' so clearly, the procedure was warrantedAs for the IV fluid - there was an order written by the physician for the dextrose IV
Sometimes the anesthesiologists prefer saline as in this case, so the IV fluid was changed - does not mean it was 'wrong'Often a little 'sugar' is given to NPO diabetic patients so that their blood sugars do not bottom outThere is a balance on his account because his insurance at the time of his surgery was out of networkThey sent him a check directly with the intent of him then paying us - which our records show he never didAlso Mr*** filed a grievance with the facility in December of regarding these same complaints. He received a final outcome letter, sent 12-16-This letter contained instructions on how to appeal the final decision but he did not do that. Instead he filed a Revdex.com complaint year later

Complaint: ***
I am rejecting this response because:I will accept the response only when my insurance has confirmed the statement from the businessAs of today, the business' offer is still purely speculativeThis is the third time they claim the issue was 'handled'I've spent a lot of time on this I'm sure most people would have given up and paid the invoiceMy sole responsibility should consist in paying my premium, not administer claims for themI've found this transaction awfully tiring
Sincerely,
*** ***

Thank you for making us aware of this concern. Unfortunaely with the information provided I'm having trouble pulling up the correct medical record and patient name. I've left a voicemail with Taylor at the phone # provided. I've left a phone # to reach me at, and I'd
be happy to help discuss the concern and see if we can come to an adequate resolution. I'll await a return call before I proceed. THank you,JessicaPatient RelationsCorporate OFficesIntermountain Healthcare801-442-

Clinical Care: Mr*** initiated the hospital grievance process in December and his care and treatment was reviewed by physicians including surgeons at that time. Surgery and the IV fluids used was determined to be indicated and appropriate after review of the presenting clinical symptoms. The consent form for surgery was signed by Mr***. If Mr*** continues to reject our review of his clinical concerns, the appropriate agency to address the “negligence” issues would be Division Of Professional Licensing (DOPL). We will be happy to comply with the Prelitigation process through DOPL Billing Concerns: Mr***’s insurance does not pay the hospital for care rendered, rather they send the patient a check which is to be used by the patient for the care renderedIn addition, Mr*** applied for and received charity adjustments due to his financial situation in May 2016. The hospital was notified of the amount of the check they sent to the patient, which changed the financial situation/calculations for the charity discount. After several months of negotiation with the patient to recover the costs of the care rendered in May failed, collection processes initiatedA settlement was reached, the new charity adjustment calculations applied to the balance and the remaining balance on the bill is $2811.65. Should Mr*** like to explore other options for financial assistance or set up payment plans, we would refer him to speak to a Patient Financial Services Manager at 801-442-

Nicole, one of our billing department supervisors was able to contact Mrs*** on 10-31-via phone and resolve this issue. Nicole reported: I called and spoke with the patient todayShe was very pleased with the outcome of this disputeI provided her with my information in the case
that she has further questions or needs additional assistance

We apologize that Mr*** had some difficulty getting his questions answered, and are sincerely sorry for his frustrations.One of the managers from our billing department was able to reach him by phone today and ianswer his questions regarding charge levels, and payment plan options.The
patient's medical insurance was billed for the visit, and it would appear the charges were applied to the deductible. We would advise the patient to contact his insurance for additional help in understanding the way they processed the bill. Should Mr*** have any additional questions, please don't hesitate to contact our Corporate Patient Relations office in Salt Lake City at 801-442-3005. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: They have not credit the $I talked with the Supervisor last Thursday who said they found it and would credit it to my account and that this would show, "in a day or two"Well its over a week and it hasn't happenedI just checked my accountThe last bill still had the $on it ($575) I paid $last weekMy account shows $It should be $What they said would happen has not
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: You are wrong
Sincerely,
*** ***

Response from Tapu F*, Patient Financial Services Manager:
In reviewing the account, the guarantor has defaulted on his pay plan missing payments on his March, June, September and November due date which our pay plan guidelines we explain that any missed payments may cause the account to
forward to collectionsWhen our Supervisor spoke with Mr*** on 12/15/it was explained to him that there is not a guarantee that the account will remain in our office by 12/28/since his pay plan has already suspended
This same Supervisor spoke with him again on 12/21/explaining that the account did forward to collections and reviewed his payment history againThe discussion was that the only way the account would be recalled is if he agreed to set up an automatic pay plan due to his inconsistent payment historyHe did not want an auto pay plan
Mr*** called in on 12/29/stating that he can pay $*** and wants an adjustment off of the rest of the balance of $***The rep explained to him that if we were able to offer a 5% discount it would only be $***Mr*** spoke with a different Supervisor stating that he is now able to pay this balance in full $*** and wants the 5% discountThis Supervisor explained since his account is now with collections his account doesn’t qualify for a discountMr*** then said that he is not happy and did not want to pay over the phone but will come in and make the payment in full
Based on the information Mr*** was informed of our process and defaulted on his pay plan which he would not qualify for a discount or a refund

From Klare W***, Patient Account Services Manager:
We were able to research what happened in your case and identified a process issue that resulted in not receiving a call back. We appreciate your feedback as it has allowed us to identify this opportunity and the cost
estimation management team have implemented a new process to ensure this doesn’t happen again
Additionally, we can see that you were able to resolve all outstanding balance on 1/to your satisfaction.
Thank you for your patience, and we apologize that we did not meet your expectations this time, but hope that we will next time

We've received this complaint and will begin reviewing immediately. Thank you

Complaint: ***
I am rejecting this response because: I am still not happy with how it worked out You guys failed And admitted so And I still had to spend big bucks Basically you took away our choice in the situation That feels close to fraudulent if not at least immoral I can't be the only one you guys have done this too What have you done to correct your policies?
Sincerely,
*** ***

Mr***,I'm not sure what the "rejection" message we received today was in regards to. Now that we have the appropriate facility information we are still in the process of reviewing your concerns. Should you have a desire to speak with us directly, please contact the Patient Relations line at 801-442-and I'd be happy to speak with you. However, our billing department is still reviewing your concerns originally submitted. Thank you,Patient RelationsIntermountain Healthcare Corporate Offices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have answered their questions below:Hello Jessica,The outstanding bill is for DrR***'s care only My husband and I paid all of the bills to the hospital (Salt Lake Regional), which was billed as in-network DrR***'s services are being billed out-of-network and we were told specifically by him and his staff that our insurance would cover his services Thank you,
*** ***

Complaint: ***I am rejecting this response because:
Yes I am rejecting this response because I have called and asked for updates, they sent those account to collection after I was told that I was on a payment plan, I was also told that they would send me a promissory note to sign, I did not get it, so there for I did not send it back but instead of contacting me either my phone or by mail they just voided what they verbally agreed to and sent things to collection, they have yet to give me any update and it had be over a week since I talked to them, I called them last Tuesday at 8:am and then again on Friday, they told me they could not tell me how long it would take or if they could even reverse the actionSo I don't feel that they have acted with any integrity what so ever, and until I hear from them some update not just that they are "working on it" this should have never happened in the first place
Sincerely,
*** ***

We appreciate Ms*** making us aware of her concerns. I'm sorry for the frustrations experienced while trying to resolve this issue. I've shared her concerns with a manager at our Patient Financial Services Department and will post a response to this site shortly once we've
reviewed. Thank you. JessicaPatient RelationsIntermountain Health Care Corp OfficeSalt Lake City, UT