Kenco Restaurants Inc.

Spartanburg Regional Healthcare System takes these concerns very seriouslyHIPAA law and guidelines protect our patients' personal health information; we are unable to discuss Mr***'s medical and health information publiclyA patient advocate will be contacting Mr*** today
to discuss his concerns directly

Spartanburg Regional Healthcare System has talked with the patient and reviewed all services and balanceWe have also mailed detail bills for the balances so she can review furtherShe has been provided with a direct number should she further questions on her account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
There has been no resolution at this point I was contacted by very nice people, but again...this is under investigation with the hospital and has been no resolution
Regards,
*** ***

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

We apologize for the inconvenience this patient has encounteredSpartanburg Regional Healthcare System worked with the physician practice to locate this unposted payment and have confirmed that the payment is posted correctlyAdditionally, customer service records were pulled and reviewed so that
we can work with the staff on process improvements for similar situationsThe patient should have received a letter and a statement reflecting a zero balance by nowAgain, we apologize for the inconvenience this matter has caused

Good Afternoon,As an additional follow up to the prior statements that were mailed, the following things have been completed:On 3/29/Patient Financial Services mailed reprints of the statements produced from the physician billing system as well as itemized bills.On 4/9/Patient Financial Services mailed a reprint of the tax notification letter received from our letter vendor.On 3/30/18, a detail email was sent to Mr***'s designated contact providing dates of statements prior to collections, dates of all contact attempts made through the collection agency, and date of our tax notification letter.It has also been verified that all mailing had the correct mailing address listed

Spartanburg Regional Healthcare System learned of this concern via another channel and resolved this just as this concern was elevated to the Revdex.comThis patient also has a direct number for someone is Patient Financial Services should any further questions arise

Spartanburg Regional Healthcare System (SRHS) offers payment plans for those who are experiencing limited financial resources. SRHS talked to Ms. [redacted] about a payment plan program in January 2016 for the amount owed ($3,243.14), and Ms. [redacted] stated she would follow up with a payment of $98 that...

week to activate her payment plan program. To date, payment has not been made. Several statements have been sent, in addition to a follow-up call and voice mail to warn of the account going into collections. The debt now resides with [redacted]; Ms. [redacted] is advised to contact them directly to set up a payment schedule for the balance owed.

Spartanburg Regional Healthcare System has reviewed this patient’s account and agree that Mr. [redacted] was misinformed about SRHS’s ability to bill services as urgent care at our immediate care centers. Because it is a hybrid practice, which offers both primary care and immediate care services,...

we are unable to bill services strictly as an urgent care center.  SRHS will adjust the charges for this visit. Additionally, we have informed our immediate care centers of this to prevent future misunderstandings.  Thank you for your patience on this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regardless of their responsiveness after the damage was done to my credit, the damage was still done.  They sent the mail to an address I have not lived at in close to 15 years.  If mail was not returned or forwarded, that is not my issue.  That problem lies with the USPS.  I provided my current address when I was a patient, they even made copies of my drivers license so I'm at a loss as to how they could have sent the bill to the wrong address.  The problem is that they didn't update their system to what I had submitted and billed an old address.  I did receive some bills from the office that I wasa patient of.  That office sent blood to a lab that is part of SRHS.  That lab made the mistake in billing then sent it to a collection agency.  Didn't notify the physician's office that I saw, didn't verify information matched, just reported me to a collection agency.  It did go as a negative mark on my credit.  SRHS is correct, they have since tried to help with the issue after multiple phone calls and hours spent on my part.  The did send the letter to me and the agency.  But it takes time for the credit bureaus to update the score.  I had major purchases to make during this time that couldn't wait.  This is where the problem lies.  Because my credit score was damaged, even it temporarily, it costed me additional money.  A great deal of it.  As well as the troubles of trying to explain this to lenders.  My credit score is still lower than it should be and I'm told by the bureaus that this is still the cause.
Regards,
[redacted]

Spartanburg Regional Healthcare
System (SRHS) is sorry for the inconvenience this patient experienced. Some
health systems are unable to view files from other organizations due to
security settings and measures put in place by their hospital networks. While
we are unaware of whether that is the...

instance or not in this case, SRHS will
continue to conduct the Quality Assurance process of checking all discs before
being sent out. This process will be also be reviewed with the staff to ensure
that it is not being overlooked.

Spartanburg Regional Healthcare System's Patient Financial Services division reached out to Ms. [redacted] directly earlier this week to discuss her accounts. SRHS will be getting her all billing information to show where her OB prepayments have been applied and any remaining balance...

due.

Good Morning, Spartanburg Regional Healthcare System's billing office received a request from the patient’s provider office last week, on March 22, to update the coding to [redacted] and [redacted] (Routine ECG) for the visit. These changes were made and the patient's payer was notified of the...

changes and the new claim is being processed. We are sorry that this information was not relayed back to the patient in a timely manner. Thank you.

Immediately after the complaint was received by the Revdex.com, Spartanburg Regional Healthcare System's Guest Services division reached out to talk with this patient directly about their concerns. Following that discussion, a letter summarizing the phone call between the patient and SRHS, along with next steps and action items was sent to the patient's home. The patient should already have this letter and will receive follow up communication once SRHS has finished the internal review of the patient's case and concerns.

Spartanburg Regional Healthcare
System has reviewed the account in question. Payment was made on this account
after it was turned over to the [redacted]; therefore, the process
could not be stopped. Spartanburg Regional Healthcare System shows a zero
balance on this account and the...

patient will be refunded once the tax payment is
posted and shows a credit. The patient has also received a direct name and
number so that he can follow up to check on the status of the refund at any time.

Spartanburg Regional Healthcare System has reviewed this account and adjusted a portion of Mr. [redacted]'s 10/8/2015 balance that no longer qualifies to rebill due to the age; and we are able to rebill the portion that insurance processed incorrectly. Mr. [redacted] has $121 from his...

10/8/2015 date of service pending insurance.   He will have a credit/refund of $177.46.   We have also corrected and rebilled his 11/1/2016 visit; this is no longer sitting in the patient liability bucket. It is considered pending insurance at this time. Thank you for your patience as we looked into this matter.

Spartanburg Regional Healthcare System has reviewed this patient's account with visits that took place between 6/26/16 through 2/5/16 with the account balance totaling $283.18. The system indicates that four statements have been sent directly to the patient through the mail. The patient is welcome...

to contact the business office directly at [redacted] to discuss these charges.Thank you.

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I have requested a trace on the supposed bills mailed. It is very easy for an employee to type in a computer   " statement mailed". I want the company to have their IT see if the bills were actually generated and mailed. 
 Regards, 
[redacted]

I do not remember receiving any phone calls from SRMC for this bill. I request an itemized bill for the charges they say I owe. I had insurance at the time, and want to be sure of what they are charging me for. I also need the itemized bill to reflect the cpt or icd9 codes that were submitted to my insurance company. I need this itemized bill as soon as possible. Has SRHS sold my account to [redacted] If not, there is no valid reason that they cannot recall this account. I would think they would want to work with someone who is trying to pay what is owed, once charges are verified. Or are they simply in the business of turning accounts in to the credit bureau? This hospital is not known for practicing good customer service anyway. Please send the Itemized bill. I would like to see every pill, bandaid, etc that I am being charged for, and that is impacting my credit report. Thank you.