Mayo Clinic

My daughter Emily was 23 yrs old. She had risk factors for blood clots - family history- overweight- recent surgery (Aug) - she had an ankle fracture (Sept) - at her Oct 13th f/u appt - no squeeze test - no aspirin ordered - no ultrasound- no d-dimer test - she died on Oct 21st from a pulmonary embolism stemming from the ankle fracture

Initial Business Response /* (1000, 17, 2015/09/30) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
This case was referred to Mayo Clinic's Patient Account Services department today to review the complaint. This...

is the first request we have received to review.
We have responded to Mrs. [redacted] by phone and have reached a resolution.
Initial Consumer Rebuttal /* (2000, 19, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While the response was longer than expected - 6 weeks - the contact at Mayo took the time to research thoroughly the problem, and worked diligently and thoughtfully to move it towards resolution. While the case is still open and won't be finally resolved for several more weeks, I now understand the possible options for closure and feel confident someone at Mayo will ensure it reaches closure.

Initial Business Response /* (1000, 5, 2016/03/17) */
I am in receipt of your letter dated March 11th, 2016 regarding Ms. [redacted]'s concerns related to her account balance. Please know that the charges she wrote about were courtesy adjusted from her account on January 28,...

2016. Her current account balance is zero. If you or Ms. [redacted] have any further questions or concerns, please feel free to reach out to Patient Account Services. They can be reached at [redacted] and would be happy to assist you.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you - I am delighted and relieved immeasurably to know that I will no longer receive collection notices for the unpaid balance in question. I was not informed in January that the charges were no longer on my account and that is why I pursued the matter through the Revdex.com. Again, I thank you for your efforts with this. R. [redacted]

I am rejecting this response because:I am yet to receive the Itemized Bill from Mayo Clinic Patient Account Services.

Mayo Clinic strives to put the needs of the patient first.  Mayo Clinic has worked directly with the patient to address her concerns and provide a resolution option. The follow-up process has been completed and communicated to the patient.  We apologize this patient's experience did not...

have the desired outcome.

Good Afternoon, We have attempted to contact your client assigned to ID [redacted], S.G. multiple times via his home number (no answer, no voicemail), work number (generic voicemail stating extended out of office) and email(bounced back) with no success.  If you have another contact method to...

reach him we would be happy to try that.  As of now there is nothing further that can be done until he speaks with the appropriate area.  He is welcome to call our office at ###-###-#### and we will get him in touch with the correct area.   Best Regards, Office of Patient Experience Mayo Clinic

Thank you for making us aware of this concern.  We have shared the billing concerns with the Patient Account Services leadership team, who will be reaching out to the patient directly.  The patient is also welcome to contact Patient Account Services at ###-###-#### to discuss further.

Hello, this billing complaint has been forwarded to Mayo Clinic Patient Account Services to be reviewed and addressed.  Further inquiries should be directed to Patient Account Services.Thank you.

Good Morning, This has been sent to our business office escalation team.  A member of that team will be contacting the patient before the end of this week.  If the patient has any questions beforehand they are welcome to contact the business office at ###-###-####. Thank you, Patient...

Experience Mayo Clinic

Thank you for bringing this to our attention. We do not have an authorization on file to release any medical information to the Revdex.com regarding this reported concern. The complainant will need to fill out an authorization to disclose form and request that the Revdex.com be added before we can share...

information with this entity. We will however reach out to the individual directly at the provided contact information to explore this matter further.

I am rejecting this response because it is incomplete.  Yes Christine has reached out to me and we had a good...

conversation that was enlightening and encouraging.   I don't think Rejected is the right answer but satisfied is further as that says things are resolved when in reality, it is just now being addressed and investigated.    More to come and dialogue started is the better answer.

Initial Business Response /* (1000, 8, 2015/12/21) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
We are in receipt of your letter dated December 7th. Please know that we have since sent a response to this...

consumer. Feel free to be in contact with this consumer regarding the response from Mayo Clinic.
Again, I appreciate being made aware of these concerns. It is through feedback like yours that we can initiate positive change within our organization.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are denying service because we owe money. Denying service could cause my husband harm. It is said this is elective surgery, but it is not. It is medically needed for him.

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.

Thank you for your response.  We apologize for your frustration with the Billing Department.  We have asked that a supervisor from Patient Account Services contact you directly to discuss and resolve this matter.  You should be contacted within 24-48 hours.  For immediate assistance please call ###-###-#### to speak to a Patient Account Service representative.

Thank you for your response. We apologize for your frustration with the Billing Department. For...

immediate assistance please call ###-###-#### to speak to a Patient Account Service supervisor. All future inquiries on this matter should be directed to Patient Account Services as Patient Experience is unable to assist with billing complaints.

It...

was confirmed that Ms. [redacted] was called by a lead Patient Account Services representative yesterday, 11/28/17 and concerns regarding billing/payment were discussed.  We are unable to adjust a payment plan on a account that has gone to collections.  Ms. [redacted] will need to work with the collection agency to develop a payment plan.  Although we apologize that Ms. [redacted] did not receive paper copies of a her bill, she does has access to an personal online patient account, which has a section specifically containing billing documents and the current balance due.  Full payment is expected in order to proceed with non-critical, outpatient care.  Any further questions regarding her bill or ability to schedule appointments with an outstanding balance will need to be directed to Patient Account Services at ###-###-####.

I am rejecting this response because: Is there a response attached to this letter? I don't see it.

Revdex.com:
I would like to reject the offer of Mediation for complaint ID [redacted].
Regards,
[redacted]

Thank you for making us aware of this concern.  We have reached out to the patient directly and are working with her on a resolution.

The Office of Patient Experience has reached out to the complainant.  The concern is currently in the review process and we will continue to be in contact with the patient as the concern investigation proceeds. This is the beginning of the review process, we will continue to work with the patient to reach resolution.  Thank you.