MedStar Orthopaedic Institute

I am writing in response to your letter dated May 20, 2015 (ID#: [redacted]). We appreciate the opportunity to respond to our customer's complaint.In this case, one of our patients began treatment with one physician and later decided that they would prefer to be seen by another physician in the...

practice. Unfortunately, it was not made clear to the customer that established patients in our practice within this particular specialty are not permitted to switch physicians once establishing care. It is never our intent to inconvenience our patients. Our physicians require that we follow particular policies in order to provide the best care for our patients.When these two physicians began working together, they agreed that they would cover each other’s patients on an emergency basis only. While they have different backgrounds, they have equivalent training and experience. This policy was implemented at their request and is specific to them.This incident serves as a reminder of the importance of making sure that we communicate the appropriate information to all patients. We will continue to work towards improving the process for explaining the policies to our patients at the time of scheduling their initial appointment.Thank you again for giving us the opportunity to respond to our patients concerns. Please feel free to contact me if you have any questions.Sincerely,Scott F[redacted], Director of Operations

Review: Billing errors for physical therapy treatments and for medical equipment. Greater Metropolitan claims I owe for a physical therapy treatment. The treatment was combined in a payment for another treatment that week (one $30.00 check in lieu of two $15.00 checks. I have provided Greater Metropolitan with the cancelled check information proving payment. The medical equipment issue is for heel cups that, when told by Greater Metropolitan our insurance would not cover, were paid for at the time received. My insurance, [redacted], later reimbursed Greater Metropolitan for the cost of the equipment but I have not been reimbursed for the amount we paid. I have discussed this matter several times with the Greater Metropolitan billing representative, even providing a detail spreadsheet to them detailing all charges and payments, and were assured I was correct and the matter would be taken care of. Greater Metropolitan has begun using a different billing firm and they have begun to send collection notices for the items already "resolved" by Greater Metropolitan. This has been going on for over a year and I am tired of calling and going over the same information again and again.The attached excel spreadsheet was provided to Greater Metropolitan and the items detailed in this complaint are highlighted.Desired Settlement: I would like the equipment fee paid for the equipment covered by [redacted] refunded, and the correspondence related to the billing error to cease.

Business

Response:

July 5, 2014Dear [redacted]:The Complainant wrote,"I know that all used items are sold is..."At this time, LY does not know the extent of the failure of the laptop whether the laptop failed on its own or was a result of the Complainant.However, if the Complainant wishes to send the Laptop for an evaluation to LY Electronics, we will examine the laptop at no charge to determine the failure. This offer is enforce until July 15, 2014, after July 15, LY rescinds this offer.John L[redacted] Service Department