Kadlec Medical Center

I went into kadlec they did a ct scan and found what was causing my severe pelbic pain and did not give me the results! Or pain killers! Or the results!

Between the time the complaint was filed and we received the letter, it was determined that an adjustment was needed on the account in question and it was posted accordinglyIn my research I found the account balance is zeroWe have researched the cause and it was a mistake by an employeeWe are providing training to all the responsible partiesI have contacted the patient and let her know that the account was corrected before we received this letter and let her know that if she had additional quesitons she could call me back

I have been trying to make an appointment with the orthopedic dept for two days. Day number 1 was placed on hold for 10 minutes. Once in the morning and again on retry in the afternoon. I called patient advocate and she said she would try to get ahold of them and let me know. That was on Monday (today is Wednesday) and no response from her. Left a request for an appointment on my KChart yesterday. Site stated error in messaging; sent request anyway and don’t know if it is floating around in space somewhere. Today finally got a hold of scheduler at ortho center and she now has to call the orthopedic office to get permission to get me scheduled. What is going on! If I didn’t like the PA at the orthopedic office so well I would go elsewhere.

I am in receipt of the customer concern (ID #[redacted]) that was recently forwarded to our department for review and response. Our billing department contacted the patient directly on January 29 for clarity on this issue. She stated that she has no recollection of sending a letter to the Revdex.com recently. She recalled that she had written a letter back in 2014 but the issue was fully resolved. She further stated that she is currently pleased with the billing process at Kadlec and has no complaint against us. In reviewing this patient’s billing, we found that she had received some physical therapy which was billed to L&I back in May of last year and earlier. These claims were all paid by L&I. This patient has had some visits starting in September for a totally unrelated condition – the L&I therapy was for a knee injury, and these visits were for neck pain – and she has recently paid off that balance. She currently has no patient responsibility. Review of the billing for all of these visits found that it was appropriate for this patient. We are unclear as to why this complaint is active. On the electronic copy of the letter I reviewed, I did not find dates indicating when the complaint was filed or when the patient believes that the error or incident occurred. I am unable to find any evidence that this billing issue is of current concern. Based on all available information I do not see that action or additional explanation is necessary.  Please let me know if you require anything further on this case.Thank you for the opportunity to review the care, service and billing practices at Kadlec Regional Medical Center. We are grateful for all patient feedback, as we recognize that problems that go unnoticed are missed opportunities for improvement. Sincerely,Lisa L[redacted], RN, BSNPatient Relations RNRisk ManagementKADLEC REGIONAL MEDICAL CENTERO 509-942-2830F 509-942-2187

Between the time the complaint was filed and we received the letter, it was determined that an adjustment was needed on the account in question and it was posted accordingly. In my research I found the account balance is zero. We have researched the cause and it was a mistake by an employee. We are...

providing training to all the responsible parties. I have contacted the patient and let her know that the account was corrected before we received this letter and let her know that if she had additional quesitons she could call me back.

Lady goes to the ER on 1/10/2018 not feeling well. Explains that she went septic two years ago with the same symptoms (Pyelonephritis) coded and spend time in ICU. Doctor Arrogant runs tests that clearly show blood in urine and other abnormalities. But tells her nothing looks abnormal. The Doctor Orders a CT for kidney stones and notes in her chart she has a history of them. SHE NEVER HAS HAD THEM BEFORE. Lady tries to explain that she has had these symptoms before and Dr. Arrogant just blows her off.
She had been to urgent care the night before and they put her on heavy antibiotics and urged her to go to ER if she got worse, which they did and she went in. The ER doctor questions why lady is on antibiotics, tells her to stop taking them and tells her nothing is wrong with her. But then sends her home with pain meds, muscle relaxers and today the test come back from urgent care that she has E Coli bacterial overload infection in her kidneys which led to her going Septic last time. She has been running a temp and is afraid to go back to the ER because of the doctor she had last night even though prior KMC doctors treated it emergent and she still ended up septic and almost died. I called to talk to someone and give them the information but in true KMC form no one answered and no one returned my call. Just one question- is KMC OK with a death on their hands if this lady dies?

Review: THREAT TO TURN A $27.20 BILL OVER TO [redacted]On October 28, 2013, I received a form letter (copy enclosed) from your billing office threatening to turn me over for collection for failing to pay $27.20. In a conversation that I had last night with your hospital credit department he stated that I had been sent a bill for this amount on three different occasions; once in June, July, and August. If you review my account #[redacted] you will see that I have paid EVERY bill that I have received from you. Had I received this billing as you claim, I would have paid it promptly or called your billing office and asked what it was for. The man who I spoke with on the phone saw that on 6/25/13 I paid $131.75 for services received on 4/4 @ the [redacted], and the payment that I made on 7/15/13 in the amount of $3849.86 for the surgery that I had on 3/27/13. He noted that whoever posted these payments applied $27.20 towards the surgery bill and not towards the [redacted]. However, with that being said, I NEVER received a bill from anyone after those payments were posted. He claimed that the $27.20 was due AFTER I received and paid the $3,849.86, however, NO BILL WAS EVER RECEIVED. I recommended that he transfer the $27.20 that was erroneously posted to the surgery bill over to the [redacted] which would result in a balance due on the surgery account of $27.20. Then the surgery account could send me the subject billing that you say is due. He said that he would discuss it with his supervisor, but if the $27.20 is not paid NOW it will be turned over for collection. I told him, that if you do not send me a copy of this bill in the amount of $27.20 I cannot pay it.Your billing office has been incompetent since the beginning of my course of care that began on 3/20/13. You were authorized to perform surgery and authorized hospital care through my insurance company for 3/27, 28, & 29. When I received a copy of your bill you hadnt separated out the hospital charges per day; you charged $37,000+ on 3/20/13 which was my pre-op appointment. Naturally, the insurance company did not authorize you to perform surgery and hospital care on 3/20/13 and denied the entire claim. So, instead of Kadlec getting paid in a timely manner for a $37,000 claim, your incompetent billing office caused a 2 month delay.This letter is to advise you that youre billing office lacks attention to detail, the inability to properly post payments to the correct account number, and customer service when they make an error.Desired Settlement: I would like for you to expedite this matter as soon as possible so that this collection notice will become null and void. You have treated an excellent patient account badly and disrespectfully and I want this resolved, now.

Business

Response:

[redacted]

Re: Account(s) #[redacted] - [redacted]

Dear Ms. [redacted],

Thank you for your letter. I understand that you

received an invoice from Kadlec Regional Medical Center, dated 10/28/2013, for

a bill or balance amount $27.20.

I investigated this matter with our Payment Posting

Department who sent the invoice to you. Reviewing your account, it appears that

you were mistakenly sent a bill for a balance of $27.20.1 understand that this

amount was supposed to be applied to your account [redacted] and instead we

posted the payment to the oldest account # [redacted] leaving an open balance

on account for services dated 04/04/2013.

I apologize for this situation and the inconvenience

it has caused. I agree that on this occasion our service did not meet the high

standards we aim to achieve at Kadlec Regional Medical Center. As a result of

your complaint, our Accounts Manager is reviewing and reinforcing staff

training to ensure that this does not happen again. A new statement will be

mailed to you immediately for your records. We have corrected your accounts and

your new balance for both accounts is now zero ($0.00).

Thank

you again, Ms. [redacted], for bringing this to my attention. I hope this letter

has resolved your concerns, but if you need any more information please contact

me on my direct line ###-###-####.

Respectively

yours,

Director, Revenue Cycle

Operations KADLEC REGIONAL MEDICAL CENTER

O ###-###-####

F ###-###-#### C ###-###-####

CC: Revdex.com

Consumer

Response:

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,