I am writing you to formally respond to the complaint that was filed with our company, Optimal Rehab, IncThis complaint is in regards to the above mentioned patient that was supplied with a standard pair of crutches, gait training and deliveryThe patient that states she should not be responsible for the cost of Gait Training ($35.00) because she did not receive any training on "how to use or operate" the crutchesShe states that she informed the PSR that the training was not needed because she already knew how to use themNow, when the paperwork was returned to the billing department upon reviewing all required documents it was shown that the patient received the crutches, received the gait training and the crutches were delivered to her homeThe patient signed the documents that show that she agreed to all of the policies and procedures of our company and she agreed to the services renderedNo where on the Patient Contract or the supporting documentation does it state that the patient refused the gait training or that she did not need or want itIn this case that the patient states "she did not receive any gait training upon delivery of the crutches"If this was true then the patient should of wrote on the patient contract "did not receive gait training" or "refused gait training because its not needed"It is the patients' responsibility to review the paperwork before signing itOnce the paperwork is signed, it is proof that you received all of our services and you are in agreementYes, the patient called in regarding her statement and spoke to a Billing Manager, the Supervisor as well as the delivery representative PhillipThe rep stated to the patient that they did give gait training to her upon delivery (as he does with every delivery of Durable Medical Equipment)The patient was not in agreement and continues to state that NO gait training was done, the crutches were ONLY deliveredAt this point, the disagreement was passed on to the Manager/Supervisor and all the paperwork was reviewed and it will remain that the patient did receive the gait training for the crutches and will be responsible for the costAll of our signed documents are proof and the patient should understand the policies and procedures of our companyIf there are any further questions and/or concerns, our office can be contacted at ###-###-####Thank you, [redacted] Billing Office Manager
I am writing you to formally respond to the complaint that was filed with our company, Optimal Rehab, IncThis complaint is in regards to the above mentioned patient that was supplied with a standard pair of crutches, gait training and deliveryThe patient that states she should not be responsible for the cost of Gait Training ($35.00) because she did not receive any training on "how to use or operate" the crutchesShe states that she informed the PSR that the training was not needed because she already knew how to use themNow, when the paperwork was returned to the billing department upon reviewing all required documents it was shown that the patient received the crutches, received the gait training and the crutches were delivered to her homeThe patient signed the documents that show that she agreed to all of the policies and procedures of our company and she agreed to the services renderedNo where on the Patient Contract or the supporting documentation does it state that the patient refused the gait training or that she did not need or want itIn this case that the patient states "she did not receive any gait training upon delivery of the crutches"If this was true then the patient should of wrote on the patient contract "did not receive gait training" or "refused gait training because its not needed"It is the patients' responsibility to review the paperwork before signing itOnce the paperwork is signed, it is proof that you received all of our services and you are in agreementYes, the patient called in regarding her statement and spoke to a Billing Manager, the Supervisor as well as the delivery representative PhillipThe rep stated to the patient that they did give gait training to her upon delivery (as he does with every delivery of Durable Medical Equipment)The patient was not in agreement and continues to state that NO gait training was done, the crutches were ONLY deliveredAt this point, the disagreement was passed on to the Manager/Supervisor and all the paperwork was reviewed and it will remain that the patient did receive the gait training for the crutches and will be responsible for the costAll of our signed documents are proof and the patient should understand the policies and procedures of our companyIf there are any further questions and/or concerns, our office can be contacted at ###-###-####Thank you, [redacted] Billing Office Manager