Mount Sinai Roosevelt and Mount Sinai St. Luke’s

[redacted] [redacted] Reference: ID # [redacted] – Dear [redacted] ***, We are deeply saddened that ID # [redacted] was displeased with the services that have been provided to herA good relationship between a physician and his or her patient is essential for quality medical careThe client states that she scheduled an appointment as a self-pay patient with no insuranceWhen patients state they do not have insurance our patients are provided information regarding the Hospital Financial Assistance Program at [redacted] This department would assist patients with financial hardship to receive medical care at a lower cost should they qualify at the hospitalWe cannot guarantee a patient a cost until the consult is performed but would have provided an estimate of consult fees Based on the consultation and examination of the client that would determine what the provider would need to do and what test would need to be performedThe providers’ main concern would be the wellbeing of the patientFurthermore the provider would follow the American Medical Association guidelines when performing her / his evaluation When ID # [redacted] presented to our office on March **, she acknowledged and signed a notice accepting responsibility for laboratory services related to her office visit [redacted] ID # [redacted] states that she disregarded bills received from the laboratory department ID # [redacted] states that she told the collection agency that she did not order the testThe further testing and evaluation (professional fee) was to properly analyze the specimen so that ID # [redacted] could be treated properly ID # [redacted] should have followed up with the laboratory department as that is where the bill for $was generated from and not [redacted] ***’s office In reference to the request for medical records this request was received at different facilities [redacted] The locations attempted to forward the requested information to the email address provided and were not successfulThis could have been caused due to the secured information being sent, nevertheless the directives were honored In concluding we stand by our providers’ medical decision in performing the required measures to ensure a favorable outcome in treating ID # [redacted] We will not refund the $ paid to [redacted] for her consultation of ID # [redacted] on March **, We have taken the liberty and forwarded the concerns expressed by the client to the [redacted] DepartmentThey have agreed to reduce the amount due in total to $ ID # [redacted] should contact the laboratory collection agency to resolve her dispute with them If we can be of further assistance please let me know as I can be contacted at ###-###-#### Kind Regards [redacted] [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: The additional lab tests that were ordered DO NOT conclude any thing different than the test that I discussed with the doctor that I was there to takeIf *** *** chose to do further testing - the MANAGEMENT OF THE ISSUE is COMPLETELY THE SAME REGARDLESS OF MORE TESTSIf we tested and found that the issue was present there is only ONE OPTION OF TREATMENTNot multiple options of treatment depending on the grade or level of the issueSo further tests are not giving us further information in regards to management of the issue.
The test I did with ** *** was a pap testThis was to determine if my results came back or abnormal.
Once a pap test comes back abnormal, considering my history, a *** *** is orderedThere is no other means of management or carePeriodThere are no other needs for tests beyond or abnormalPer my medical records and discussions with *** *** - we have known for years that I've had HPV, and we have known for years that I have abcell growth on my cervixAn abpap result (the thin prep - simplest test - the one and only test I ordered from *** *** while in the exam room, when I told her that I had called the lab in advance to price out the exact test that I neededI specifically told her, I had priced out the thin prep, which would be $and that was the ONE AND ONLY test I could have that day, because I had no insurance and no way to pay.
AT THAT POINT if the doctor then decided to run more tests SHE IS REQUIRED TO SPEAK TO THE PATIENT IN ADVANCEAnd explain why these more, pricy, unnecessary tests are needed in her opinion.
FACT:
I sat on an exam table with *** ***
I said "I do not have insuranceI am here for a pap only, so we can see if my results are coming back abnormal, or normalGiven my history, if the results are still abnormal, then we can proceed with care, which is another ***I have spoken to the lab, and can afford the 'thin prep' lab test onlyThat is the one and only test I am here for todayIn addition to that, I will be paying for your visit out of pocketI have $total budget for this visitIncluding the lab."
*** *** then proceeded to say that she understood, and that she would order the one test that we needed, and that she would charge me $100-for the days visit, to keep me on budgetI then paid aprox $for her visit, the higher end of her estimate.
I specifically told her I CAN NOT GET BILLS INTO $FOR THIS - I AM UNEMPLOYED AND CAN NOT PAY THEM - AND IF YOU AGREE THAT WE DO NOT NEED THESE TESTS TO IDENTIFY THE NEXT LEVEL OF MANAGEMENT OR CARE NEEED THEN I WILL PROCEED WITH TODAYS EXAMShe assured me that what we discussed was correct, and that a thin prep was all that was needed to move forwardPeriodEnd of story.
The face that she proceeded, after I put my faith in her and discussed what I could afford, and which test I was there for, when she agreed to that in the exam room - is a complete violation of Drand patient trust.
She agreed that this would be the only test that she would performHad she needed the flexibility to run more test - that instance was the time when she was required to bring it upShe did not.
I am absolutely outraged that a 'health care professional' would be so careless and selfish with her actions, by acting with complete disregard for our entire conversation, and that I agreed to the exam under the conditions of the lab test that would be submitted.
Further, when I explained the experience to *** ***, as well as to *** (in the *** *** office) I was told specifically by ***, and agreed by ***, that the girls in the office probably just sent the full test request in without reading what the Drordered, which was just the thin prep in my case*** specifically said that the girls are used to doing it one way, so if it was supposed to be only a thin prep, then they may not have noticed it.
What ever the case in the details of the girls handling it beyond the exam room, this is not my businessI am the patient and this is not my business to runI expect honest care and for the communication I deliver to be honored and respected when I look a Dr in the eye and deliberately speak as I did.
This case is NOT resolved with their 'reduced' bill - since this is a bill for something I never ordered nor approve and SPECIFICALLY ASKED *** *** NOT TO ORDER.
-*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

[redacted]
[redacted] 
[redacted]
[redacted]
Reference: ID # [redacted] – 
Dear [redacted],
We are deeply saddened that ID # [redacted] was displeased with the services that have been provided...

to her. A good relationship between a physician and his or her patient is essential for quality medical care. The client states that she scheduled an appointment as a self-pay patient with no insurance. When patients state they do not have insurance our patients are provided information regarding the Hospital Financial Assistance Program at [redacted]. This department would assist patients with financial hardship to receive medical care at a lower cost should they qualify at the hospital. We cannot guarantee a patient a cost until the consult is performed but would have provided an estimate of consult fees.
Based on the consultation and examination of the client that would determine what the provider would need to do and what test would need to be performed. The providers’ main concern would be the wellbeing of the patient. Furthermore the provider would follow the American Medical Association guidelines when performing her / his evaluation. 
When ID # [redacted] presented to our office on March **, 2014 she acknowledged and signed a notice accepting responsibility for laboratory services related to her office visit. [redacted] ID # [redacted] states that she disregarded bills received from the laboratory department. 
ID # [redacted] states that she told the collection agency that she did not order the test. The further testing and evaluation (professional fee) was to properly analyze the specimen so that ID # [redacted] could be treated properly.
ID # [redacted] should have followed up with the laboratory department as that is where the bill for $600.00 was generated from and not [redacted]’s office. 
In reference to the request for medical records this request was received at 2 different facilities [redacted]. The 2 locations attempted to forward the requested information to the email address provided and were not successful. This could have been caused due to the secured information being sent, nevertheless the directives were honored.
In concluding we stand by our providers’ medical decision in performing the required measures to ensure a favorable outcome in treating ID # [redacted]. We will not refund the $ 125.00 paid to [redacted] for her consultation of ID # [redacted] on March **, 2014. We have taken the liberty and forwarded the concerns expressed by the client to the [redacted] Department. They have agreed to reduce the amount due in total to $281.00.
ID # [redacted] should contact the laboratory collection agency to resolve her dispute with them. 
If we can be of further assistance please let me know as I can be contacted at ###-###-####.
Kind Regards
[redacted]
[redacted] 
[redacted]
[redacted]
[redacted]

I had a visit to the ER on October of 2015.
Today in March 2016 I receive a notice of collection! No mail from this so called Hospital billing department!!
I had to speak to 3 different department to get to the place "they did not have my information
It is incredible that a Hospital like Mt Sinai does not care or even try to communicate internally before any of this stupid actions. Several other departments had on file all the required information they need it. but the INCOMPETENCE in that place is rampant!!! when someone called me a few month ago I gave him "Mike"If I recall correctly my insurance information, which the hospital had a photocopy on "file" for the organization(?) .. NOO they do not share information, they do not look for the information, they do not even send mail.. which its more striking.. the collection notice arrived to my apartment.. so who provide them with the information??? but their laziness, incompetence, business malpractice took me to this point.
I do not recommend this place to anyone. they are slow and the billing department it is a joke!!! save yourself a headache and go to a better place, any place would be better!!!

I had a visit to the ER on October of 2015.

Today in March 2016 I receive a notice of collection! No mail from this so called Hospital billing department!!

I had to speak to 3 different department to get to the place "they did not have my information

It is incredible that a Hospital like Mt Sinai does not care or even try to communicate internally before any of this stupid actions. Several other departments had on file all the required information they need it. but the INCOMPETENCE in that place is rampant!!! when someone called me a few month ago I gave him "Mike"If I recall correctly my insurance information, which the hospital had a photocopy on "file" for the organization(?) .. NOO they do not share information, they do not look for the information, they do not even send mail.. which its more striking.. the collection notice arrived to my apartment.. so who provide them with the information??? but their laziness, incompetence, business malpractice took me to this point.

I do not recommend this place to anyone. they are slow and the billing department it is a joke!!! save yourself a headache and go to a better place, any place would be better!!!

Review: I'm currently without insurance and was due for a followup test with [redacted]. I called [redacted]'s office, who was my physician while I was insured in 2013, and let them know that I needed to come in for my follow-up test, and that I would be doing so as an out-of-pocket visit. They assured me that the Dr visit would be around $100 and that I could find out the cost of the lab by calling the lab, which I did, finding out that the cost is $65 for the basic test, which is all I needed at the time, because the management method for my condition is the same regardless of results, it's either a Yes or No kind of test. When I sat down with [redacted] in the exam room the day of my appointment, I said I am here today to do a basic test, if we find that the issue I previously had is still presents and then we will go further from there, but for now I'm doing the follow up test only. I told her I had done my budget research in advance and knew the cost of the one lab test I could afford at the time. [redacted] told me that she understood that she would move forward with the one most basic test, and based on the findings of that we would move forward if the next procedure needed to be done. I trusted that [redacted] would then proceed as we discussed, and I was on my way.Three weeks later I received another $600 worth of bills for tests ordered during this office visit that I did not ask for, did not approve, did not order and that were the exact tests I asked [redacted] to avoid while I was sitting there with her. I told the collection agency, when they called my personal cell phone, that these were not my bills because they are not tests that I ordered. I threw the bills away. Further I then received a second round of bills along with them threatening letter saying that if they didn't receive my payment within 20 days that I would be turned over to the collections agency and that my credit would be effected. I have requested the medical record from visit be sent to me and two weeks later nothing has come.Desired Settlement: 1. I am now requesting for their office to manage and reverse their mistake charges, to apologize to me for the stress and inconvenience of that and to call me to alert me once they have corrected their issues on their end to assure me that they have handled it and that it is off of my record. 2. I also now want to be refunded for the Dr. visit with [redacted] from March **. Because of the way I have been handled by her office, and the stress of this error, and harrasement threatening letters.

Business

Response:

[redacted]

Reference: ID # [redacted] –

Dear [redacted],

We are deeply saddened that ID # [redacted] was displeased with the services that have been provided to her. A good relationship between a physician and his or her patient is essential for quality medical care. The client states that she scheduled an appointment as a self-pay patient with no insurance. When patients state they do not have insurance our patients are provided information regarding the Hospital Financial Assistance Program at [redacted]. This department would assist patients with financial hardship to receive medical care at a lower cost should they qualify at the hospital. We cannot guarantee a patient a cost until the consult is performed but would have provided an estimate of consult fees.

Based on the consultation and examination of the client that would determine what the provider would need to do and what test would need to be performed. The providers’ main concern would be the wellbeing of the patient. Furthermore the provider would follow the American Medical Association guidelines when performing her / his evaluation.

When ID # [redacted] presented to our office on March **, 2014 she acknowledged and signed a notice accepting responsibility for laboratory services related to her office visit. [redacted] ID # [redacted] states that she disregarded bills received from the laboratory department.

ID # [redacted] states that she told the collection agency that she did not order the test. The further testing and evaluation (professional fee) was to properly analyze the specimen so that ID # [redacted] could be treated properly.

ID # [redacted] should have followed up with the laboratory department as that is where the bill for $600.00 was generated from and not [redacted]’s office.

In reference to the request for medical records this request was received at 2 different facilities [redacted]. The 2 locations attempted to forward the requested information to the email address provided and were not successful. This could have been caused due to the secured information being sent, nevertheless the directives were honored.

In concluding we stand by our providers’ medical decision in performing the required measures to ensure a favorable outcome in treating ID # [redacted]. We will not refund the $ 125.00 paid to [redacted] for her consultation of ID # [redacted] on March **, 2014. We have taken the liberty and forwarded the concerns expressed by the client to the [redacted] Department. They have agreed to reduce the amount due in total to $281.00.

ID # [redacted] should contact the laboratory collection agency to resolve her dispute with them.

If we can be of further assistance please let me know as I can be contacted at ###-###-####.

Kind Regards

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: The additional lab tests that were ordered DO NOT conclude any thing different than the test that I discussed with the doctor that I was there to take. If [redacted] chose to do further testing - the MANAGEMENT OF THE ISSUE is COMPLETELY THE SAME REGARDLESS OF MORE TESTS. If we tested and found that the issue was present there is only ONE OPTION OF TREATMENT. Not multiple options of treatment depending on the grade or level of the issue. So further tests are not giving us further information in regards to management of the issue.

The test I did with [redacted] was a pap test. This was to determine if my results came back normal or abnormal.

Once a pap test comes back abnormal, considering my history, a [redacted] is ordered. There is no other means of management or care. Period. There are no other needs for tests beyond normal or abnormal. Per my medical records and discussions with [redacted] - we have known for 10 years that I've had HPV, and we have known for 10 years that I have abnormal cell growth on my cervix. An abnormal pap result (the thin prep - simplest test - the one and only test I ordered from [redacted] while in the exam room, when I told her that I had called the lab in advance to price out the exact test that I needed. I specifically told her, I had priced out the thin prep, which would be $65 and that was the ONE AND ONLY test I could have that day, because I had no insurance and no way to pay.

AT THAT POINT if the doctor then decided to run more tests SHE IS REQUIRED TO SPEAK TO THE PATIENT IN ADVANCE. And explain why these more, pricy, unnecessary tests are needed in her opinion.

FACT:

I sat on an exam table with [redacted]

I said "I do not have insurance. I am here for a pap only, so we can see if my results are coming back abnormal, or normal. Given my history, if the results are still abnormal, then we can proceed with care, which is another [redacted]. I have spoken to the lab, and can afford the 'thin prep' lab test only. That is the one and only test I am here for today. In addition to that, I will be paying for your visit out of pocket. I have $200 total budget for this visit. Including the lab."

[redacted] then proceeded to say that she understood, and that she would order the one test that we needed, and that she would charge me $100-125 for the days visit, to keep me on budget. I then paid aprox $125 for her visit, the higher end of her estimate.

I specifically told her I CAN NOT GET BILLS INTO $700 FOR THIS - I AM UNEMPLOYED AND CAN NOT PAY THEM - AND IF YOU AGREE THAT WE DO NOT NEED THESE TESTS TO IDENTIFY THE NEXT LEVEL OF MANAGEMENT OR CARE NEEED THEN I WILL PROCEED WITH TODAYS EXAM. She assured me that what we discussed was correct, and that a thin prep was all that was needed to move forward. Period. End of story.

The face that she proceeded, after I put my faith in her and discussed what I could afford, and which test I was there for, when she agreed to that in the exam room - is a complete violation of Dr. and patient trust.

She agreed that this would be the only test that she would perform. Had she needed the flexibility to run more test - that instance was the time when she was required to bring it up. She did not.

I am absolutely outraged that a 'health care professional' would be so careless and selfish with her actions, by acting with complete disregard for our entire conversation, and that I agreed to the exam under the conditions of the lab test that would be submitted.

Further, when I explained the experience to [redacted], as well as to [redacted] (in the [redacted] office) I was told specifically by [redacted], and agreed by [redacted], that the girls in the office probably just sent the full test request in without reading what the Dr. ordered, which was just the thin prep in my case. [redacted] specifically said that the girls are used to doing it one way, so if it was supposed to be only a thin prep, then they may not have noticed it.

What ever the case in the details of the girls handling it beyond the exam room, this is not my business. I am the patient and this is not my business to run. I expect honest care and for the communication I deliver to be honored and respected when I look a Dr in the eye and deliberately speak as I did.

This case is NOT resolved with their 'reduced' bill - since this is a bill for something I never ordered nor approve and SPECIFICALLY ASKED [redacted] NOT TO ORDER.

-[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,