Kim Moon

In response to ID *** we have reviewed the patient's history with CoaguChek Patient ServicesBelow is a summary of his service history.Patient was trained January 7, At the time of training, patient received a meter, test strips, and lancing devicesThis patient has a prescribed
testing frequency of weeklyIt is important to note that CoaguChek Patient Services does not bill for testing supplies, but bills per a physician fee schedule, ***Per this code, we are able to bill the patient after they report to us four test resultsWe received a total of four test results from this patient in (January-April)During and the patient went non-compliant (not testing per prescribed frequency) several timesEach time, the doctor would re-prescribe our services; however, the patient would fail to report any test resultsApril 20, was the last time the account was inactivated for non-compliance.On November 9, 2015, the patient called in and spoke with one of our clinical specialists stating that he would like to begin home testing with us againDuring this phone conversation, the patient also updated his mailing address and phone numberOur clinical representative emailed the appropriate party in order to receive a new prescription to begin services.On November 10, 2015, our customer service department started the process to obtain a new prescription.On November 23, we were able to get in touch with the medical doctor on file, and obtain their new phone, fax, and address.December 2, the patient was re-activated once again for weeldy testing by the prescribing doctor.December 15, a non-compliant phone call went to the patient and was answered by a human at 2:pm ESTThe phone number dialed was 310-600-The non-compliant phone call is automatically generated to patients that have not tested per the prescribing doctors' prescription, and we ask the patient to contact us immediately for follow up. December 17, at 2:pm EST a second non-compliant phone call was placed to the patient and was answered by voicemailThe same phone number was utilized.Neither phone calls were responded to by the patient.December 19, the patient and the doctor were sent a letter stating that the patient had not tested for the week and a compliance occurrence had been obtainedPatients receive reminder calls during a given week, and a letter at the end of the same week if the patient did not test and report their result per the testing frequencyThis cycle can occur times in a rolling days before the account goes inactive.December 29, another non-compliant phone call was placed to the patient due to not testing at 3:pm EST and was answered by voicemail.December 30, the patient called customer service due to receiving a compliance callPatient stated that he did not have strips, so our customer service agent bypassed the compliance occurrence per procedure and placed an order for stripsOn the back- end, the system recognized that the patient had an outstanding balance from A Hold was placed on the account, which would not allow him to order additional supplies, due to the outstanding balance of $18.19.The patient balance of $was a result of claim date of service from April 13, Insurance paid $and the patient balance of $was placed on account in May We underwent a transition for our billing, effective Jan of The patient started in our billing system with this balance in Febof He was sent statements spanning Febto May 2013, and updated his address from CA to IL during this timeframeDuring this timeframe, he also received automated recordings trying to collect left on an answering machine through FebOur procedure in 2014, was to apply a hold on the account after collection attempts were not successful.In response to his settlement:We have written off the $as bad debtWe will not be sending out months of suppliesThere is no charge for supplies, and an actively reporting weekly tester receives box of strips every daysAs of February 26, 2016, the patients account is in an active status, and no test results have been reported as of March 2, Also, there is no discount given for Blue Cross customersHis coverage consists of a $deductible, then 90% coverage after thatAny bills generated are the patients' responsibility post insurance paymentHe also would not have received a bill in since no test results were reportedAll processes have been followed by our organization, and multiple communication paths were attempted with this patient.Please be assured that CoaguChek Patient Services takes all customer concerns very seriouslyWe continuously reinforce high standards of customer service to ensure patient safety and satisfaction,Please let us know if you have any further questions.Sincerely, Stephanie ***Clinical Manager

In response to IT) ***, we have thoroughly reviewed our records of the documented training, test results reported, non-compliance letters sent and reactivations Our review found that weappropriately followed our procedures for the services providedWe have credited the patient's account for the outstanding balance as he requested We now consider the matter closed We apologize for any inconvenience this patient has encountered.Please let us know If you have any further questions. Sincerely, Kirk ***Director, Consumer and Clinical Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. 1) Their response claims I was trained 1-7-12, I was living in California at this time, I was trained in Chicago in 20102) in their response they state I was reactivated 12-2-for weekly testing, I was never notified and my doctor has stated it was not for weekly testing, but monthly up to weekly if needed.3) in their response they state they called me on 12-15-15, according to AT & T records that phone call to my phone number was never placed.4) in their response they state they called me on 12-17-15, according to At&T records that phone call to my phone number was never placed.5) in their response they state they sent a letter on 12-19-15, the letter was dated 12-7-15, which just shows more deception and that the phone calls were never placed.6)In their response they state they called at 3:PM EST and got a voicemail, AT & T record show that was when I called them.7) in their response they claim April 13, was date of claim to my insurance, I was living in California under care of another doctor, I have informed my insurance of this so they can demand repayment.8) in their response they claim their would be no testing in which would affect my deductible, but in the same letter they claim I was not compliant for not testing in 2015.9) In a letter dated 2-27-Ive received since filling this complaint the opening line reads " Recently, we received a phone call from your healthcare provider about your CoaguChek Patient Services account." I had an appointment with my doctor on 2-29-and 3-12-16, I showed him this letter and asked him about this, he stated I never spoke with anyone from CoaguChek regarding you. This is an extreme example of continuing deception hoping I just give up and don't respondIn my opinion this is a disreputable company and the only thing their response has done has angered me more and look at filling a complaint with the attorney general of the State of Illinois
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This company continues it's deception, continues to send letters to my doctor and myself stating I'm not compliant with testingThey have NEVER attempted to contact me nor send me the needed supplies to actual do the testingThis company's rating should be down graded immediately to discourage others from using themTheir last letter did nothing to address all the deception they were caught in their previous response, including the contradiction within their own responseThey have misbilled my insurance for services never rendered, they have claimed to perform testing and sending supplies to me in Chicago while I was living in Los Angeles under the care of another doctorI have also filed a complaint against them with the Attorney General of Illinois regarding this matter
Regards,
*** ***