Mercy Hospital Anderson

Mr [redacted] , Thank you for allowing us the opportunity to address your concern We are in the height of flu season and recommend young visitors or anyone with obvious respiratory illness refrain from visiting a patient This is encouraged in order to protect the health of our patients We strictly enforce no visitation from children on certain units including the Family Birthing Unit without proof of influenza vaccinationIf your fiancé was being treated on the Family birthing Unit after her accident, this would have been the reason the child was denied visitation I do apologize for the child being denied visitation and for any grief this may have caused This was certainly not our intent Any decision to restrict visitors is made with the best interest of the patient in mind Thank you and may you Be Well

see attached6/19/15Revdex.comC/O *** *** | East 4", Suite Cincinnati, Ohio 4.5255Re: ID# *** *** *** ***Dear *** ***:Thank you for contacting Mercy Health and relaying your concerns regarding your Physical Therapy visitsWe deeply regret that you felt that the care delivered
during your stay did not meet your expectationsWe are truly committed to improving our services and providing you and other patients with an experience that is consistent with our mission.In response to our conversation our Grievance Committee has reviewed your concernsThe traction machine you are referencing is older but is in working conditionIt is true one of the shoulder straps was missing but it did not interfere with the machine's ability to apply the traction as needed, as the chest harness and lower traction strap was in working orderYou had reported decreased pain in your leg after one of the traction sessionsYou had never reported to the therapist that the traction was bothering youHad we had known, we could have changed the treatment planYour insurance was verified that Physical Therapy was one of your benefitsIf you think the traction was denied for some reason, you will need to speak to your insurance company as to why it was deniedWe are not able to waive any fees for the services you did receive as they were appropriate and met the standard of care.We are fortunate when patients or their families bring their concerns to our attention as we recognize that problems that go unnoticed are missed opportunities for improvement, Mercy continually strives to meet the highest standards of customer service and quality of careWe value you as a patient and look forward to serving your future healthcare needsIf I can be of further assistance or you are not satisfied with the resolution, please do not hesitate to call.Sincerely, Trisha H***, R.NPatient Representative*** ***Anderson HospitalState Road, Cincinnati, OH 45255e-mercy.com??RC????L??

Please also see the response in the attached letter.Response to Ms*** ***’s questions from Revdex.com:Regarding the timing of the letter from the collection agency and the due date of your November payment being three days apart, the account was turned over to collections after the August, September and October payments were received lateYour November amount (either the amount due or the amount paid) had no impact on the timing of the collection activity.After three late payments the account is submitted to collections. Your payment due date is the 15th.-August, payment was received on the 17th-September, payment was received on the 19th-October, payment was received on the 18th With regard to your last payment amount being more than your previous amount, there is often a difference in that final payment and it is usually a matter of a few cents to even out the billingThat difference had no relation to the collection activity. With regard to you not receiving a call back from the billing department, I will investigateThank you for bringing it to our attention. With regard to your not receiving a statement that the account is paid, we send those out upon requestI have asked that we send that to you. With regard to the question about paid date versus posted date, the payment is posted next dayI apologize if you were not informed of that With regard to the December, payment missing from the list, I show a payment of $paid on 12/08/2014. With regard to not receiving a letter from Caprio stating the account is paid, that is supplied upon request and I have requested that our billing department make that request on your behalf I apologize for your frustration and am hopeful this answers your questionsWe appreciate that you have paid your account in full and would like to reiterate that your credit will not be affected by this submission to collections

Patient was established on a payment agreement with a due date the 15th of each month. Patients payments were consistantly late coming in between the 16-18th of the month. In addtion she had a missed payment for February 2015 that the patient made up in March 2015. See attached payment...

record Account placed with collections on 11/9/2016 prompting the patient to call and make final payments of 81.85 on 11/14 and .13 on 11/23 resolving the account in full. Negative remarks are not submitted onto the patient credit report till 60 days from placement if the account is still unpaid. Patient paid with the 60 days and will not have negative remarks on her credit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Lynn Walden  [redacted] I received your letter today at 2:30 pm concerning my issue.  The letter was dated January 5, 2017.  The postmark was 01/09/2017.  You asked that I submit my thoughts within 7 days.  Today is the seventh day from the writing of your letter.  It doesn't give me much time for my thoughts, but I will try.  I paid the final payment of $81.98 (not $81.85) on November 11, 2016, this was three days before November 14, 2016, the date of the letter from [redacted] Partners.  The $81.98 was the amount requested by the person taking my payment, it also matched my record of the balance due.  I did not receive their letter before it was written, therefore I could not have been prompted by the letter to pay my account!  I did pay the .13 cents after I received the [redacted] letter.  I also tried several times to reach someone in the financial office after receiving the letter, I left messages and no one has ever returned my calls.  On the payment history it is stated that I paid $81.85 on 11/11/16.  The payment date is correct, the amount is not.  In the narrative from Mercy it states that I paid $81.85 on 11/14.  This is incorrect.  The letter from [redacted] was dated November 14, 2016.  I did not make the payment on 11/14.  It seems that there is some lag time between when the payment is called in and when it gets posted on their system.  Maybe this is part of the problem.  But when a Mercy employee takes my card number and payment amount, says that the payment went through and gives me a confirmation number, I think it is paid.  I have not received a statement that the account is paid.  The information of payment history does not have the full payment history listed.  The December 2014 payment is missing from the list.  I did a quick review of the letter.  I have previously explained that I attempted to make a payment on Mercy's automated line, a choice given when calling (513)[redacted], on February 11, 2015.  I completed the prompts given and thought the payment went through.  There was no indication that it failed to go through until after the first week of March 2015 when I received the monthly statement.  I did make the payment late in March 2015.  Had the automated payment system worked on February 11, the payment would have been made.  I made all of my payments on the [redacted] number, after that date I never made another payment on the automated system.  I also started writing down the confirmation number given to me by the person taking my information after that date.  Confirmation number may not be the right term.   In bringing this matter to a close I feel that Mercy has made misstatements in their response, they have not addressed why I was sent to collections before the due date for my last payment. I have not received a statement that my account is paid from Mercy or any statement from [redacted] that the matter is settled.  The amount of my last payment was not the same as my normal monthly payments, the last payment amount was the amount sent to collections.  That amount was not due until the 15th.  As evidenced by [redacted]'s letter dated November 14, 2016 and Mercy's narrative statement stating that I was sent to collections on 11/9/2016, this was clearly before the last payment date.  Why was that?  Stating that I was consistently late doesn't answer that question.  Thank you for your time.  [redacted]

Mr. [redacted],
 
Thank you for allowing us the opportunity to address your
concern.  We are in the height of flu season and recommend young visitors
or anyone with obvious respiratory illness refrain from visiting a patient....

This
is encouraged in order to protect the health of our patients.
We strictly enforce no visitation from children on certain
units including the Family Birthing Unit without proof of influenza
vaccination. If your fiancé was being treated on the Family birthing Unit after
her accident, this would have been the reason the child was denied visitation. 
 
I do apologize for the child being denied visitation and for
any grief this may have caused.  This was certainly not our intent.
Any decision to restrict visitors is made with the best
interest of the patient in mind.
 
Thank you and may you Be Well.