LifeCare Solutions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Revdex.com: 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 still have not received my mask Regards, [redacted]

[redacted] (PHC) has reached out to the member regarding his Billing concerns PHC has corrected this member's account and removed the late fee At this time, PHC believes this member's concerns have been resolved

The copay has been adjusted off the [redacted] account and the [redacted] have been contacted by the LCS staff in [redacted] to communicate this information.Thank you,

The pick up issue has been fixed, billing issue has been resolved and account was placed at a zero balance

A refunded to MrH [redacted] credit card in the amount of $has been submittedIt should reflect on his account in business daysSeveral attempts have been made to contact MrH [redacted] with messages left and no return calls have been made.Thank you,?

Mr. [redacted] did call in complaining about the mattress on 11/19/15 per notes in the chart, but it was not noted to pick up the bed at that time. Pick up was requested on 12/17/15 for the 1st time according to notes. Pick up was scheduled for 12/18/15. LifeCare Solutions will not be charging Mr.... [redacted] the $262 balance, no refund will be issued for the initial $130.

Preferred Homecare (***) would like to provide a response to the *** *** *** complaint regarding MrDaniel B*** concerns discharging a *** oxygen (O2) patient *** did speak to MrB*** regarding his concerns, though MrB*** refused to provide any patient
information that would allow us to facilitate a particular account MrB*** did explain the patient was covered by ***. *** has very stringent qualification guidelines that must be met prior to an Osand this would be a reason for *** to request additional medical documentation *** is able to provide *** qualification criteria to MrB*** and the rest of his medical staff as well as specific *** contact information to better facilitate communication *** looks forward to working with MrB*** in the future and will make every effort to alleviate future concerns

drive scooter failed several times and your response was trying to blame me for failures The scooter is unsafe no matter how you try to excuse your company As far as insurance problem does not take weeks
to repair a fla tire Your rep came last week and agreed then left said he had to order parts No excuse you provided scooter no have records Why extra trip to identify flat is it to get more money for unneeded visit Provide a decent scooter exchange and have another company do the maintenance*** ***

We made
attempts since receiving this issue last weekWe have had to leave VMs each time, so we have not been able to verbally speak with the patient as of yet We do show the billing issues as resolved at this point in time On the voice mails MrH*** has been given the *** Branch Managers direct number, so there should be no reason for him to be in a phone rotation when he calls. Martha P*** •Credentialing SpecialistPreferred Homecare • LifeCare Solutions* ***

Signed delivery (12/12/12) and pickup (3/21/13) paperwork are attached

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The LCS Billing Office in San Diego has been in contact with Mr***Adjustments have been made to his account in the amount of $They are checking with his insurance to see if the CPAP can be converted to a purchase
Thank you,

Updated information from the Respiratory Therapist Supervisor for Central California:
On 12/I spoke to Mr*** he would like to stay with our company and give us another chanceHe has my Cell # and we are taking care of his needs at this time
His big concern was that the SD card
hadn’t been placed back in his machine and thought that all info was lostI assured him that it was stored in the “BRAIN” of the machine and the card was just to retrieve itHis other complaint that was concerning is that he has called the branch to speak to RT and told he was not allowed to until he became “active” (I’m assuming billable) I am following up with RTs and will speak to *** as well regarding this. I also let him know that we sent an SD card yesterday and it should be arriving today or tomorrowI have confirmed with *** that we are good to get him the supplies neededPlease let me know if there is anything else I can do

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]

[redacted] (PHC) has reached out to the member regarding his Billing concerns.  PHC has corrected this member's account and removed the late fee.  At this time, PHC believes this member's concerns have been resolved.

I am including a timeline of the conversations from the onset of Mr. [redacted] coming our service.Mr. [redacted] utilizes his system outside his home from what I understand.  No scooter is going to go none stop without having maintenance issues. I will give you a timeline of the latest issues.7-7-2013 informed of scooter which was to be evaluated. Purchased by another insurance in 2007 (repairs?)2-13-14 Purchase of Pride Maxima 4-wheel scooter, did not suite Mr. [redacted] needs4-2-2014 We then trialed a Drive Prowler 3410, the decision was made to exchange scooters to meet Mr. [redacted]’s needs5-6-2014 Mr. [redacted] had issues with this scooter as well, we had the manufacture replace this scooter as well this was completed on 5-6-20146-26-14 rec’d call from Mr. [redacted] that he needed replacement owner’s manual, we supplied this to him7-25-14 rec’d call from patient that the scooter shut off in the middle of the road, and keep turning off…wants replacement.  The scooter was picked up for repair eval.7-28-14 will need to speak to manufacture in regards to patients request. Left message7-31-14 called again to see if we can pick up the scooter for trouble shoot in the afternoon, again had to leave message8-8-14 rec’d call from MPMG wanting to know the date of purchase of scooter. Patient had requested a manual chair. This would be in review with MPMG8-12-14 late entry, Tech picked up scooter on 7/31.  Trouble shoot shows need of batteries and warranty charger. Scooter redelivered on 8-14-14Also rec’d call from MPMG in regards to repair needed, they were told that all was done under warranty.9-5-14 rec’d call that the tiller is now broken, wont lock in place. 9-9-14 Tech did repair eval in home and finds that parts are needed.  This repair is not warranty and is due to the severe strain put on the tiller when transferring, but we and the manufacture are replacing under warranty. The tiller is not meant to be a transfer handle.9-17-14 rec’d call from AARP/UHC in regards to repairs on scooter. It seems that Mr. [redacted] does not want to pay his co-pay due to continued issues with scooter. We informed of the charge for the initial scooter and the financial that was signed.9-24-14 request for copies of delivery tickets and financial and current billing to UHC.  All information on all 3 scooters was sent.10-2-14 received all on status of parts, are now being sent 2nd day air. They should arrive by 10-6.  Returned call to patient and had to leave message.10-8-14 patient called, status of parts, they are in and the scooter can be re-delivered on 10/1010/9/14 had to re-schedule, Tech noticed that one of his tires had gone flat.  (Solid tires are not available for this scooter, which is an issue). Phone kept ringing and unable to leave message10-9 called again and was able to speak to patient, informed of the patient of issue; he was concerned that this was not caught.  Tech had done a test run for 90 minutes previous day without issue, it was found to be flat the next morning.  Parts are already on order and will delivery as soon as they arrive. Again, no charge.10-16 parts are in…scooter will be returned today. Patient informed10-31-14 rec’d voice mail message from patient, front tire is bald. Returned call from Patient informed that we will need a referral from MPMG for the eval.  This is out of warranty at this time10-31 patient called and we told him we would fax his DR to get the auth for eval, once receive approval we will call him and schedule repair eval. He states he is using his old scooter. ( I believe this is now his back up)11-7-14 had to send a 2nd request to dr. for MPMG auth. Follow up on 11-1411-10 rec’d MPMG referral and called patient for evaluation for 11-13 @2:30 order to be processed11-21-14 patient discussed with repair tech about a private pay scooter.  We agreed to drop off a Pride pursuit XL 4 wheel for a weekend trial.11-26-14 pickup eval scooter12-11-14 submitted quote for repair auth.12-12 follow up on status, still pending12-16-14 received auth from MPMG, called patient to verify 20% co-pay if okay left message, Tech can order parts.12-17-14 called patient again to notify of approval, he did not understand why we needed an authorization. He was informed that these are not under warranty and we need to bill both for the parts and the labor. He okay’d (was not happy). Parts are to be ordered.1-9-15 parts are in and ready to be installed, called patient and left message to call back for appt.1-12-15 called patient again and able to schedule appt. for 1-13 @ noon, scooter to be picked up and returned on 1-14.1-15-15 patient was not home when scooter delivered on 1-14, will bill patient for co-pay2-10-15 patient called on 2-9 and left message that he was having problems with batteries and or charger. We must have a referral for repairs from MPMG, at this time he also wanted to know if he can exchange the scooter for the 4th time for another type. Follow up on referral on 2-162-16 had to send another request to MPMG (DR) for repair evaluation. Follow up again on 2-202-17 rec’d MPMG referral.2-18-15 called patient to schd repair evaluation for 2/20 at patient home.2-27 late entry, Tech completed eval on 2-20, found that manufacture will warranty the charger and this will be no charge. the charge was received today and will be shipped to the patient and should receive on Mon or tues, okay per patient to porch.4-7-15  patient called having problems with scooter again, back wheels are loose and axle is making noise, will fax request to MPMG follow up on 4-104-9-15 rec’d referral from MPMG, schedule eval for 4-14 and process order4-28-15 Tech found nothing wrong with system, needed to be WD40 for squeaks and noise.  This was also the recommendation of the manufacture (basic maintenance by end user)7-7-15 patient called for urgent repair eva for batteries on scooter, they are dying. We will need referral from MPMG follow up on 7-147-7-15 received referral from MPMG7-9-15 processed quote for batteries and labor to MPMG follow up on 7-157-10-15 approval received for batteries and labor batteries on order7-15-15 scheduled delivery and install of batteries for 7-20-1510-29-15 another repair request , scheduled for 11-3-1511-4-15 late entry. Patient upset that regarding the repair evaluation not completing his tires popping repair.  We informed of the need to eval as we have in the past as this is not a warranty.He at this time he stated we did not need an auth and hung up on the PSR.11-5-15 parts are now on order.
Current information:Patient is now stating that his insurance does not require authorizations for repairs. We then informed him of the contract which does stipulate that we need the authorization. A conversation was held with Jessica at the Dr. Office for MPMG and she informed us that if we have an “established Patient” That MPMG will accept PAR requests. We are not aware of this new ruling, and will have to discuss with our contract department. If this is so, then we will also have to see where the PAR’s go as we must submit requests all through the Physician office. If this too has changed, we will have to secure this new process.Mr. [redacted] utilizes his scooter as a car; he has every right to utilize as needed. But he must also understand with his level of use, the components of the scooter will not last as long as someone that uses it less and in different terrains (as home setting). He was supplied an owner’s manual which includes a maintenance sections. There is a limit of what his insurance will cover and he is looking for something that will replace the use of a car. This is a senior HMO and he is very fortunate that they approved this level of scooter K0808.  It looks as though they paid for a much lower level scooter.  If he in fact wishes to go to another provider, that is his prerogative. But we will not do any further exchanges. We will continue to service his repair needs if this is his wish. He would need to check to see what other providers MPMG is working with for their group 1 power equipment and or scooters. I feel that we have done all which is in our professional ability to accommodate Mr. [redacted]s needs and the ability to follow our guidelines.

The pick up issue has been fixed, billing issue has been resolved and account was placed at a zero balance.

The copay has been adjusted off the [redacted] account and the [redacted] have been contacted by the LCS staff in ** to communicate this information.Thank you,

A Life Care Solutions (LCS) supervisor was finally able to contact [redacted] about his need for a new Cpap mask. We had tried to contact him earlier but had not connected until recently. The supervisor apologized to [redacted] and explained that his order could have been handled better. We...

agreed with his suggestion that a courtesy fax back to the physician acknowledging receipt of the order was a good idea. His new mask has been sent out and we received a voice mail from him yesterday saying that he appreciated the resolution of the issue and that upon receipt of the rest of his Cpap supplies he would be completely satisfied. His additional Cpap supplies have been sent out which he will receive within 2 days of mailing.