Kingman Regional Medical Center

I have research this complaint and the guarantor was changed to *** in error and I have correctedKRMC did have conversations with both [redacted] and the attorney on and both were ask to provide a copy of the bankruptcy as we were unable to locate the BK on lineWe did not receive proof for either partyProof has now been received at the collection agency and the balance on the account has been adjusted offI have notified the collection agency that the account has been written off to BK and that the guarantor on the account was not Sara but should have remained the parent [redacted] *** [redacted] Assistant Director of Patient Financial Services Kingman Regional Medical Center [redacted]

I first visited KRMC about 2 1/2 months ago with complaints of severe pain in my right knee. I had an injection in my knee by Dr. Hickman, on one of her last work days there. The shot only worked for 24 hrs. I received an appointment for an MRI approximately 2 1/2 weeks from that date.

My knee has been very painful since my first complaint, and of course it hurts much worse when I stand or walk on it, with the exception of that 24 -hr. period. It has gradually gotten worse and more inflamed. I have stressed my pain level to everyone I talked to at KRMC, and stated that I feared that walking on my right leg was causing more damage to the joint. I was refused a brace, though I felt I needed one badly. Finally I had the MRI. Several days later I received a call from KRMC Sports stating that I had a tibial plateau fracture and would be transferred to another department. At that time I was cautioned to not walk on that leg, even though I have been walking on it for some months now. I finally made an appointment with my new doctors for October 3, which is 2 days from this date.

My complaint is simple: why did it take KRMC all this time to diagnose a broken leg? I feel certain that by walking on this leg with only a drug store brace I have caused more damage to it. If I had this to do over I would go to Mountain West for the MRI. I've had other MRI's there and had to wait only a few days for appointments. But I feared KRMC would not treat my injury seriously since MW is not connected to KRMC.

From this point on I will expect KRMC to take my case very seriously. If I need surgery and if I decide to have it at KRMC I expect it to happen very soon. But at this point you are going to have to convince me that I can trust KRMC to do this surgery as professionally as anyplace in Flagstaff or Phoenix. I will expect timely appointments for follow-ups. And if I decide to have the procedure done elsewhere I expect KRMC to be fully cooperative and professional.

Furthermore, I expect an audience with the board that investigates my complaint.

I stress to you again that I need my injury repaired in an urgent manner. I am, and have been for several months, walking on a broken leg. You must know that KRMC already has a questionable reputation in the Kingman area, and delaying action will only be detrimental to everyone involved.

John Michael Day
October 1, 2019

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My initial payment was declined, I never received a card to access the facility By the time they finally charged me, I was half way across the country I called them that day and didn't receive a call back until several days later putting me past the day cancellation deadline
Regards,
***

This is the response I received from the department director. Ultimately, MrArmstrong is not being charged for April. That billing was cancelled once the March payment was received.The notes below give the detail of what occurred. Please see below regarding this member in
question: *** 03/19/19:48:07 $LC $ *** 03/19/19:48:07 ARF STMT $ *** 03/19/11:01:55 New AutoCvt *** 03/14/09:59:50 *** cci tt will cid=hm member calling to see what is due - advised member $- member will mail check out *** 03/14/09:59:16PP 3/23/*** 03/14/09:58:28*** DECLINED EMAIL *** 03/14/09:38:34ROCHELLEM cci cid - hm tyt will advsd of past due sd rather snd chck gv mailng address sd will snd pymnd *** 03/13/19:46:47Call *** 03/13/07:54:16 C/C REJECT 03/13/201- *** 02/27/14:40:20OWNER Low UsageCancl 2/25/cancel date: 4/8/2014 *** 02/25/13:56:46 OWNER Will called to cancl and will email me his canclInformed him of day cancl policy and there will be a draft on 3/13/KW *** 02/17/14:53:15OWNER *** called to canclInformed him of day cancl ploicy yet if he comes in within this week he would not have draft in March due to fact that he called on cancl dateKW *** 02/14/10:08:31 MERCEDESR was ci to see why charged avds mbr on facility mbr ok *** 02/14/09:03:51 MERCEDESR cci tt mbr Will cid-***2 *** 02/14/09:02:27 *** SS#*** *** 01/20/19:10:35 Card Changes for seq *** 01/13/23:30:32 *** ***ctc *** 01/13/16:33:20 kw Transaction Date Transaction Amount Transaction Type Transaction Status03/20/2014 $39.50 Check # *** Payment03/13/2014 $39.50 Credit Card 201-INVALID CREDIT CARD NUMBER02/13/2014 $39.50 Credit Card Payment Per the notes on *** *** account he called ASF on 2/14/ to see why he was charged and Mercedes at ASF advised him that it was for the Wellness Center and *** told her that was ok. On 2/17/he called here at Wellness Center to cancel his membership*** advised him of the day cancellation policy but if he comes in within that week, he would not have any more dues drafted in March since he called days from his draft dateThe member did not come in within the week On 2/25/*** called *** here at Wellness Center*** told him if he couldn’t make it in to send an email to cancel *** advised him because he never came in to cancel during the prior week that the day cancellation will include one more draft in MarchOur contract states that the day notice is from draft date*** received email on 2/25/to cancel *** account*** entered the cancellationThe account still had one draft to come out on 3/13/2014. 3/13/the credit card was rejected which the account will not automatically cancel if payment wasn’t received- the account will still showed for March dues 3/14/ASF spoke to *** and they advised him of past due amount and he stated he would send a checkSince the check was not received before a statement was sent out, *** received a statement showing for April dues as wellThis was crossed in the mail due to payment not being received. On 3/20/a check was received and the account has been cancelled*** is not being charged for AprilThe account has been closed. *** ***

I have research this complaint and the guarantor was changed to [redacted] in error and I have corrected. KRMC did have conversations with both [redacted] and the attorney on 2013 and both were ask to provide a copy of the bankruptcy as we were unable to locate the BK on line. We did not receive proof...

for either party. Proof has now been received at the collection agency and the balance on the account has been adjusted off. I have notified the collection agency that the account has been written off to BK and that the guarantor on the account was not Sara but should have remained the parent [redacted].
 
[redacted]
Assistant Director of Patient Financial Services
Kingman Regional Medical Center
[redacted]
[redacted]

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.

I have no idea if this is being taken care of correctly until I receive a statement from KRMC that shows no balance due or a statement from my insurance company that shows it has been billed correctly and there is no patient responsibility.

Regards,

This is the response I received from the department director.  Ultimately, Mr. Armstrong is not being charged for April.  That billing was cancelled once the March payment was received.The notes below give the detail of what occurred. Please see below regarding this member in...

question: [redacted] 03/19/2014 19:48:07 041314 $79.00 LC $9.00  [redacted] 03/19/2014 19:48:07 ARF STMT $5.00  [redacted] 03/19/2014 11:01:55 New AutoCvt  [redacted] 03/14/2014 09:59:50 [redacted] cci tt will cid=hm member calling to see what is due - advised member $39.50 - member will mail check out [redacted] 03/14/2014 09:59:16PP 3/23/14 39.50 [redacted] 03/14/2014 09:58:28[redacted] DECLINED EMAIL [redacted] 03/14/2014 09:38:34ROCHELLEM cci cid - hm tyt will advsd of past due sd rather snd chck gv mailng address sd will snd pymnd [redacted] 03/13/2014 19:46:47Call [redacted] 03/13/2014 07:54:16 C/C REJECT 03/13/14 201-14  [redacted] 02/27/2014 14:40:20OWNER  Low Usage. Cancl 2/25/14 cancel date: 4/8/2014 [redacted] 02/25/2014 13:56:46 OWNER  Will called to cancl and will email me his cancl. Informed him of 30 day cancl policy and there will be a draft on 3/13/14. KW [redacted] 02/17/2014 14:53:15OWNER [redacted] called to cancl. Informed him of 30 day cancl ploicy yet if he comes in within this week he would not have draft in March due to fact that he called on cancl date. KW [redacted] 02/14/2014 10:08:31 MERCEDESR was ci to see why charged avds mbr on facility mbr ok [redacted] 02/14/2014 09:03:51 MERCEDESR cci tt mbr Will cid-[redacted] 02/14/2014 09:02:27 [redacted] SS#[redacted] 01/20/2014 19:10:35 Card Changes for seq 1  [redacted] 01/13/2014 23:30:32 [redacted]ctc  [redacted] 01/13/2014 16:33:20 kw Transaction Date Transaction Amount Transaction Type Transaction Status03/20/2014 $39.50 Check # [redacted]  Payment03/13/2014 $39.50 Credit Card 201-INVALID CREDIT CARD NUMBER02/13/2014 $39.50 Credit Card Payment Per the notes on [redacted] account he called ASF on 2/14/2014  to see why he was charged and Mercedes at ASF advised him that it was for the Wellness Center and [redacted] told her that was  ok. On 2/17/2014 he called here at Wellness Center to cancel his membership. [redacted] advised him of the 30 day cancellation policy but if he comes in within that week, he would not have any more dues drafted in March since he called 30 days from his draft date. The member did not come in within the week.  On 2/25/2014 [redacted] called [redacted] here at Wellness Center. [redacted] told  him if he couldn’t make it in to send an email to cancel.  [redacted] advised him because he never came in to cancel during the prior week that the 30 day cancellation will include one more draft in March. Our contract states that the 30 day notice is from draft date. [redacted] received email on 2/25/2014 to cancel [redacted] account. [redacted] entered the cancellation. The account still had one draft to come out on 3/13/2014. 3/13/2014 the credit card was rejected which the account will not automatically cancel if payment wasn’t received- the account will still showed for March dues.  3/14/2014 ASF spoke to [redacted] and they advised him of past due amount and he stated he would send a check. Since the check was not received before a statement was sent out, [redacted] received a statement showing for April dues as well. This was crossed in the mail due to payment not being received. On 3/20/2014 a check was received and the account has been cancelled. [redacted] is not being charged for April. The account has been closed. [redacted]

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.My initial payment was declined, I never received a card to access the facility.  By the time they finally charged me, I was half way across the country.  I called them that day and didn't receive a call back until several days later putting me past the 30 day cancellation deadline.

Regards,

The insurance has been billed, and we are awaiting payment from the insurance company on both accounts in question.  We have a collector following up every other week to ensure these accounts are paid.

The insurance company ultimately knows the patient's benefits and should process accordingly.  The hospital cannot guarantee that the insurance company will process the bill correctly.

I already advised the patient that the first time the date of service September 5th was paid incorrectly by the insurance company.  This was not a billing error.  I requested the bill to be reprocessed.  If the claim is not processed to her satisfaction, the complaint should be filed with the insurance company for that claim.  The bill for the May 8th account was faxed to the insurance company on 12/04/13 to ensure the insurance company has the bill.  It can take up to 30-45 days for payment. 

 ?

The bill for 05/08/13 was submitted to insurance again on 10/11/13.  It was originally submitted on 06/27/13.  The insurance company claims they never received a bill.  A bill was faxed to the insurance company today to guarantee they have a copy of the bill.  The fact that the...

patient was billed for $373 was a system configuration problem that caused a bill to automatically go to the patient if not paid by insurance within 90 days from date of service.  This system problem was fixed today and should not be an issue in the future.  The insurance now has this bill and if they cover this 100% there should be no further liability amount from the patient.  The insurance will have to process and pay the claim first.

The colonoscopy procedure on 09/05 was billed to [redacted] Benefit on 09/12/13 and the payer explanation of benefits states that the full amount of the procedure after the discount was applied to a deductible.  That is why a bill for $1592.54 went to the patient.  I spoke with [redacted] at the insurance company today and asked if this claim had been processed in error.  It looks like it processed as a hospital miscellaneous benefit and not under the Wellness Benefit that other claims were paid.  [redacted] confirmed that the claims was being reprocessed as of 12/02/13 and should be paid by the end of the month.  She gave me reference # [redacted].  I have stopped the patient billing for this account awaiting the payment from the insurance company. 

 

I called the patient today to share this information and received a voicemail.  I left my name and call back number.

I have research this complaint and the guarantor was changed to [redacted] in error and I have corrected. KRMC did have conversations with both [redacted] and the attorney on 2013 and both were ask to provide a copy of the bankruptcy as we were unable to locate the BK on line. We did not receive proof...

for either party. Proof has now been received at the collection agency and the balance on the account has been adjusted off. I have notified the collection agency that the account has been written off to BK and that the guarantor on the account was not Sara but should have remained the parent [redacted].

 

Assistant Director of Patient Financial Services

Kingman Regional Medical Center