Mountain Vista Medical Center

Tell us why here...There is documntation in the patient's medical record that the dental damage in reference was present prior to surgeryThe patient was also educated about additional risks, including dental damage, associated with her procedureThe patent consented to the procedure and acknowledged that she was understood the risks explained and elected to procedeThe prescription for [redacted] was provided at the discretion of a physician that is not employed by Mountain Vista Meical Center and who has an independent medical practiceThe patient would need to communicate with the physician, or his office, regarding the prescription (and associated costs) that she felt was inappropriateThank you for allowng us to review this caseMountain Vista Medcal Center prides itself on providing quality healthcare to our community and welcome the opportunty to investigate concerns

While we understand and appreciate [redacted] concerns, we are not able to help him to the extent he would likeThe patient referenced a conversation about the [redacted] paying his bill instead of his [redacted] plan, but we have been unable to confirm any such arrangement with our staff or the **We have documentation that the matter was discussed with the patient about his bills and what our limitations were in obtaining payment from the **One of those instances was in personThe patient has already paid his obligation to Mountain Vista Medical Center for copayments and deductibles owedWe have reached out to the **’s management to discuss the matter and sent a bill, and the [redacted] has confirmed that it is not the one responsible for these bills as it is not an insurance planThe [redacted] typically only covers services within its system that includes the [redacted] hospital and [redacted] community clinicsWe don’t have the authority to make the [redacted] pay for hospital stays at other facilities and cannot transfer a patient to a hospital that won’t accept the patientTransfers occur when there is bed availability and medical necessity, and our records indicate that the [redacted] was contacted by Mountain Vista twice in an attempt to transfer [redacted] and there were no available bedsThe insurance in this case is [redacted] , which is a [redacted] replacement plan that provides [redacted] benefitsIf he is dissatisfied with who paid the bill, he needs to discuss his concerns with [redacted] and/or the [redacted] to see if they could resolve his issue or change the payment statusWe apologize that we are unable to do more to assist [redacted]

Dear Ms*** would like to apologize on behalf of the healthcare team at Mountain Vista Medical Center for not meeting your care expectationsClinical quality and patient satisfaction are of the upmost importance to our teamWe have investigated the issues you identified in your letter and
our plan of action is outlined belowYour concerns regarding the nurses’ behavior has been communicated to our teamDisrespectful or inappropriate staff behaviors are not tolerated at Mountain Vista Medical Center and we take concerns regarding this issue very seriouslyOur patients, and their satisfaction with the care and services they receive, are out first priorityI have contacted our billing department and have requested that any amount due on your account be fully adjusted to a $balanceThank you for notifying us of this care concernWe are committed to providing safe, effective, high quality care to those we serveWe will continue to develop and implement new strategies to improve the care we deliver, monitor compliance with new processes, and evaluate patient outcomes to ensure that we are meeting our commitmentIf you have any further questions, please do not hesitate to contact me Sincerely,*** ***Director of Risk ManagementMountain Vista Medical Center***

Tell us why here...There is documntation in the patient's medical record that the dental damage in reference was present prior to surgeryThe patient was also educated about additional risks, including dental damage, associated with her procedureThe patent consented to the procedure and
acknowledged that she was understood the risks explained and elected to procedeThe prescription for *** was provided at the discretion of a physician that is not employed by Mountain Vista Meical Center and who has an independent medical practiceThe patient would need to communicate with the physician, or his office, regarding the prescription (and associated costs) that she felt was inappropriateThank you for allowng us to review this caseMountain Vista Medcal Center prides itself on providing quality healthcare to our community and welcome the opportunty to investigate concerns

[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 Director did not offer any such resolution or discount. He actually hung up on me. I would ask for the recorded phone call. The stack of paperwork is about 1/4 inch thick with 20 plus areas to initial and/or sign. This would take hours to read and fully understand, which would in turn cost you the time of your scheduled appt. No reasonable person could run through all this, and we rely on the professional representatives to fully inform us of what we need to know! I asked if there was anything of note, and I was not informed of any potential of additional charges, otherwise when someone asks for the self pay price, that's be a good time to mention this. I hold firm to this. This is unethical, and regardless of the amount, I'm prepared to take this issue to a judge, because I'm sure I'm not the only one who's tired of these scandalous billing practices. They are obligated to the price given, not to hide additional charges in fine print, which I would like to see. Either way, I was NOT informed, did not agree to these charges, and am not responsible. If ANY resolution would have been presented, I would have listened. So far, nothing but hard nosed positions from both hospital and 3rd party billing.

The paperwork signed by each patient when they go through the admitting process is standardized. When patients register for procedures and services at the hospital, they are informed about the potential for additional services by contracted providers, which include all physicians. Mountain Vista...

Medical Center feels it is our commitment to our patients to provide the additional information related to the billing process and contracted services. To meet that responsibility we include a page in the admission paperwork that outlines the potential for additional billing that is not handled by Mountain Vista Medical Center. The paperwork states: “In addition to the hospital charges, you may receive separate bills from consulting physicians who participate in your care. These physicians are separately contracted and may not be network providers for your healthcare plan. Their billing offices include but are not limited to the list below. Their contact information is provided for your convenience as they are available to assist you with any questions you have related to network participation and physician billing.”
There are eight individual listings of contracted providers, one of which is the radiology billing office. Ms. [redacted] has had services at Mountain Vista Medical Center over the past three years and has been provided with this paperwork each time, which she signed for when completing the admission paperwork. The Director of Admitting has tried to resolve the issue with Ms. [redacted], which included trying to get a discount from the radiologist. Ms. [redacted] declined his offer to assist with a billing discount.

While we understand and appreciate [redacted] concerns, we are not able to help him to the extent he would like. The patient referenced a conversation about the [redacted] paying his bill instead of his [redacted] plan, but we have been unable to confirm any such arrangement with our staff or the **. We have documentation that the matter was discussed with the patient about his bills and what our limitations were in obtaining payment from the **. One of those instances was in person. The patient has already paid his obligation to Mountain Vista Medical Center for copayments and deductibles owed. We have reached out to the **’s management to discuss the matter and sent a bill, and the ** has confirmed that it is not the one responsible for these bills as it is not an insurance plan. The ** typically only covers services within its system that includes the ** hospital and ** community clinics. We don’t have the authority to make the ** pay for hospital stays at other facilities and cannot transfer a patient to a hospital that won’t accept the patient. Transfers occur when there is bed availability and medical necessity, and our records indicate that the ** was contacted by Mountain Vista twice in an attempt to transfer [redacted] and there were no available beds. The insurance in this case is [redacted], which is a [redacted] replacement plan that provides [redacted] benefits. If he is dissatisfied with who paid the bill, he needs to discuss his concerns with [redacted] and/or the ** to see if they could resolve his issue or change the payment status. We apologize that we are unable to do more to assist [redacted].

was in er with leftabdmonial pain and chest pain and was being cared for by the er staff and then a case manager came in on power trip making me feel like a piece of crap for being in there all cuz I had been in there in the past with verifiable reasons and I dont ever request pain meds so I dont know why she was there and she was rude and very un proffesional I would like this taken care of shame shame shame mountain vista case managers

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.
the problem is with the ** telling mountain vista to keep me there as they had no beds.they made an agreement with mountain vista to pay the bills and mountain vista case workers assured me and my family that I would not be billed for these admissions.two of my cardiologists were present for several of these meetings.all my family members were present at one meeting or another with these case workers.my medicare should not have been billed because the ** was to make full payment for my hospitalization.I never talked to anyone from mountain vista on the phone about the billing .I can't hear on the phone as I am close to being completely deaf so my wife talks for me.the only times I talked to billing was to see if they had appealed to the ** and learned their appeal cinsisted of request of payment.I am attaching a newspaper article that shows this is not an isolated event.I am holding off with the lawyer because [redacted] just recieved my complant by certified mail.I have tried to keep this low profile and out of the media because the ** has enough media coverage at the present time.mountain vista managers better review the problem with the billing department because the problem is with mountain vista not keeping their word about my bills being covered.on every admission I requested to be transferred and was told the ** said to keep me.mountain vista should go after the ** as they had an oral agreement.
Regards,
[redacted]

Response to Revdex.com complaint [redacted]
Mountain Vista Medical Center was contacted directly by the patient who filed this Revdex.com complaint regarding his patient services and bill. We discussed the matter directly with the patient in person and by phone. His concerns are more with...

his Insurance Company than with Mountain Vista, and we did confirm with his Insurance Company that the payment processing was correct. He indicated to us when he filed the complaint with the hospital, that he would be contacting numerous entities to express his concerns.

MVMC sincerely apologizes for the bill Mrs. [redacted] received. We have adjusted her account which now relects a $0 balance. We appreciate this issue being brought to our attention. If any further questions arise, please contact me.Thank you,[redacted]Risk...

ManagerMountain Vista Medical Center

Tell us why here...There is documntation in the patient's medical record that the dental damage in reference was present prior to surgery. The patient was also educated about additional risks, including dental damage, associated with her procedure. The patent consented to the procedure...

and acknowledged that she was understood the risks explained and elected to procede. The prescription for [redacted] was provided at the discretion of a physician that is not employed by Mountain Vista Meical Center and who has an independent medical practice. The patient would need to communicate with the physician, or his office, regarding the prescription (and associated costs) that she felt was inappropriate. Thank you for allowng us to review this case. Mountain Vista Medcal Center prides itself on providing quality healthcare to our community and welcome the opportunty to investigate concerns.

Heres my review short and simple; The hospital strives on ripping you off any way they can rather you insured or not! I went in there on Feb 16 Sciatica and a prescription basically for pain was wrote out. But what I didn't see later was the fact the once being there after holding a conversation and my blood pressure was taken twice! They asked me my weight,....... that was it! And low and behold about three weeks later I get slapped with a bill for 1,200 or so dollars by getting a call from a billing company associated to the hospital. I paid them 250.00 during the second visit. I was trying to find out if I had owed anything for the in office visit the first time but no one said anything to me. They just handed me a prescription and sent me on my way. There were no test done whatsoever. Now they think I'm going to pay them 1200.00 dollars after doing very little and sitting around for at least 40 minutes before anything else was ever said to me!

[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.]

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,

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.

the problem is with the ** telling mountain vista to keep me there as they had no beds.they made an agreement with mountain vista to pay the bills and mountain vista case workers assured me and my family that I would not be billed for these admissions.two of my cardiologists were present for several of these meetings.all my family members were present at one meeting or another with these case workers.my medicare should not have been billed because the ** was to make full payment for my hospitalization.I never talked to anyone from mountain vista on the phone about the billing .I can't hear on the phone as I am close to being completely deaf so my wife talks for me.the only times I talked to billing was to see if they had appealed to the ** and learned their appeal cinsisted of request of payment.I am attaching a newspaper article that shows this is not an isolated event.I am holding off with the lawyer because [redacted] just recieved my complant by certified mail.I have tried to keep this low profile and out of the media because the ** has enough media coverage at the present time.mountain vista managers better review the problem with the billing department because the problem is with mountain vista not keeping their word about my bills being covered.on every admission I requested to be transferred and was told the ** said to keep me.mountain vista should go after the ** as they had an oral agreement.

Regards,

Dear Ms. [redacted] would like to apologize on behalf of the healthcare team at Mountain Vista Medical Center for not meeting your care expectations. Clinical quality and patient satisfaction are of the upmost importance to our team. We have investigated the issues you identified in your letter and...

our plan of action is outlined below. Your concerns regarding the nurses’ behavior has been communicated to our team. Disrespectful or inappropriate staff behaviors are not tolerated at Mountain Vista Medical Center and we take concerns regarding this issue very seriously. Our patients, and their satisfaction with the care and services they receive, are out first priority. I have contacted our billing department and have requested that any amount due on your account be fully adjusted to a $0 balance. Thank you for notifying us of this care concern. We are committed to providing safe, effective, high quality care to those we serve. We will continue to develop and implement new strategies to improve the care we deliver, monitor compliance with new processes, and evaluate patient outcomes to ensure that we are meeting our commitment. If you have any further questions, please do not hesitate to contact me.  Sincerely,[redacted]Director of Risk ManagementMountain Vista Medical Center[redacted]

was in er with leftabdmonial pain and chest pain and was being cared for by the er staff and then a case manager came in on power trip making me feel like a piece of crap for being in there all cuz I had been in there in the past with verifiable reasons and I dont ever request pain meds so I dont know why she was there and she was rude and very un proffesional I would like this taken care of shame shame shame mountain vista case managers

Tell us why here...There is documntation in the patient's medical record that the dental damage in reference was present prior to surgery. The patient was also educated about additional risks, including dental damage, associated with her procedure. The patent consented to the procedure...

and acknowledged that she was understood the risks explained and elected to procede. The prescription for [redacted] was provided at the discretion of a physician that is not employed by Mountain Vista Meical Center and who has an independent medical practice. The patient would need to communicate with the physician, or his office, regarding the prescription (and associated costs) that she felt was inappropriate. Thank you for allowng us to review this case. Mountain Vista Medcal Center prides itself on providing quality healthcare to our community and welcome the opportunty to investigate concerns.

While we understand and appreciate [redacted] concerns, we are not able to help him to the extent he would like. The patient referenced a conversation about the [redacted] paying his bill instead of his [redacted] plan, but we have been unable to confirm any such arrangement with our staff or the **. We have documentation that the matter was discussed with the patient about his bills and what our limitations were in obtaining payment from the **. One of those instances was in person. The patient has already paid his obligation to Mountain Vista Medical Center for copayments and deductibles owed. We have reached out to the **’s management to discuss the matter and sent a bill, and the ** has confirmed that it is not the one responsible for these bills as it is not an insurance plan. The ** typically only covers services within its system that includes the ** hospital and ** community clinics. We don’t have the authority to make the ** pay for hospital stays at other facilities and cannot transfer a patient to a hospital that won’t accept the patient. Transfers occur when there is bed availability and medical necessity, and our records indicate that the ** was contacted by Mountain Vista twice in an attempt to transfer [redacted] and there were no available beds. The insurance in this case is [redacted], which is a [redacted] replacement plan that provides [redacted] benefits. If he is dissatisfied with who paid the bill, he needs to discuss his concerns with [redacted] and/or the ** to see if they could resolve his issue or change the payment status. We apologize that we are unable to do more to assist [redacted].