John C. Lincoln Hospital - Deer Valley

I recently spent a couple of days at Deer Valley Hospital. I was kept overnight for observation after a cardiac event. The care was excellent! Nurses and Doctors made me feel welcome and that my comfort and care were very important to them. And the FOOD! Oh my gosh! I've never had hospital food like that. Unless you are on some sort of restricted diet, the food was as good as from a good restaurant. Your order off a menu with many selections for each meal. The food was well prepared, served hot, and very tasty. I had a sirloin steak with sauteed mushrooms for dinner that was as good as I would get in a restaurant. And the breakfast omelette was stuffed with ham, bacon, cheese and mushrooms and was delicious! Good job, DV Hospital. My complements to the chef!

Per our patient financial services, the hospital account was not sent to collections.According to the physician billing office, there was a system error---only one statement was sent to the patientThe account was removed from collections 3/20/They emailed high
priority to advise removal and update. Physician billing sent out a posted-in-error letter, with an apology, to the patient; as well as to the Revdex.com

Honor Health Patient Financial contacted [redacted] who was able to verify the check number that was sent with the EOB which had multiple patients attached to it. The co-pay that was sent along with it from the HRA was posted to another account.  In...

the notes, it appears as if someone was in the process of having this corrected on 11/04/15 but it was never completed. The account has now been placed in a work que to have the money transferred to cause a credit balance that will be refunded to the patient. The estimated time for this process is about a week and then another 2-3 weeks for the check to be mailed.

Honor Health Patient Financial contacted [redacted] who was able to verify the check number that was sent with the EOB which had multiple patients attached to it. The co-pay that was sent along with it from the HRA was posted to another account.  In...

the notes, it appears as if someone was in the process of having this corrected on 11/04/15 but it was never completed. The account has now been placed in a work que to have the money transferred to cause a credit balance that will be refunded to the patient. The estimated time for this process is about a week and then another 2-3 weeks for the check to be mailed.

Per our patient financial services, the hospital account was not sent to collections.According to the physician billing office, there was a system error---only one statement was sent to the patient. The account was removed from collections 3/20/2015. They emailed high...

priority to advise removal and update.  Physician billing sent out a posted-in-error letter, with an apology, to the patient; as well as to the Revdex.com.

Review: Two issues, the bill they sent me in the mail, has no correct phone number to reach them, second they spent the first hour I was in the hospital gathering both my insurance information, yet they still did not bill them? Finally they did not breakdown the bill one page for 9043.10 in charges for one day in hospital.Desired Settlement: Please have them correct their billing notice to include phone number, breakdown the charges in detail and finally bill my insurance company first and provide an adequate time to responde.

Business

Response:

From: [redacted] Sent: Wednesday, July 10, 2013 3:17 PMTo: [redacted]Subject: RE: Pt complaint: [redacted] There was some time of system error made in the Admitting process and the two insurance cards were somehow deleted. I called the pt today upon receipt of a dispute letter to apologize and to let her know that our error has been corrected but I had to leave a message. Also in her letter she requested itemizations for both dates of service which we sent to her today. In regards to the phone number listed on the invoice, it is a correct number however they’ve been experiencing issues with their phone system. [redacted] | Patient Financial ServicesJohn C. Lincoln Hospitals | JCL.com[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.

Every bill we have received now has been sent not to my insurance companies but me directly, JC Lincoln should require all of "their" partner send their bills to our insurance carrier as again we spent much time providing this insurance information. It is creating a great number of issues not being billed to our carrier, we are now being billed to many providers vs just one we owe our ded amount to. If the carrier is not billed we will never hit our deductible.

Regards,

Business

Response:

From: [redacted] Sent: Wednesday, July 24, 2013 11:05 AMTo: [redacted]Subject: RE: You have a new message from the Revdex.com complaint #[redacted]. Ok, Here is what I found out.For her DOS 6/16/13 the ER Phy did not have her secondary UHC insurance. I gave it to them today and they are processing.Also for DOS 6/16/13 the Radiology phy did not have any insurance and I gave both to them today and they are processing.I tried calling the pt to give her this update but had to lv a vm. Hopefully this will resolve the issue. [redacted] | Patient Financial ServicesJohn C. Lincoln Hospitals | JCL.com[redacted]

Review: John C. Lincoln [redacted] which is now renamed as HonorHealth sent a bill to collections after one billing notice. Not only did they send it to my old address, but they failed to make a reasonable attempt to collect the balance on the account. A year after it was sent to collections I was denied credit because of a low credit score. The low credit score was directly related to this account; now in collections. I contacted JCL and their billing department to close the account and pay the debt in full in March 2015. I was assured that they would contact the creditors and credit agencies to correct their mistake. This action has not been completed (as of July 2015) and my credit continues to suffer as a result of their poor billing practices.Desired Settlement: JCL and its new owners HonorHealth; need to restructure and provide better oversight in regards to how and when a bill is sent to collections. A negative account on a consumer's credit report can drastically affect a person's ability to make purchases and find lenders. I would like to hear an apology from HonorHealth and acknowledgment that their billing practices need to change. A quick and expeditious call to all the credit bureaus with an explanation and cancelation of this account would be reasonable.

Business

Response:

Per our patient financial services, the hospital account was not sent to collections.According to the physician billing office, there was a system error---only one statement was sent to the patient. The account was removed from collections 3/20/2015. They emailed high priority to advise removal and update. Physician billing sent out a posted-in-error letter, with an apology, to the patient; as well as to the Revdex.com.