Palouse Medical

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

***DOCUMENT ATTACHED ***
We received your letter dated Thursday,June 9, and I have researched this complaint and found that it is a very unfortunate circumstance
On June 8, 2016,a patient came in requesting to be seen in our Ready Care Clinic. Since the patient's account had a
collectionpop up on it,the front desk referred her to our billing office.Our patient account representative spoke with the patient and explained that the account had been turned to collections back in 2001.When the patient was unaware of the collections, the patient account representative called our collection agency to find out why the account was in collectionsThe collection agency then confirmed that the amount owed was still in collections from a balance unpaid in 2001.The patient was then instructed that the balance must be paid in order to be seenThe patient did not feel that this amount was owed and choose to leave our office without being seen for medical care
When I received the letter from you, I went back to the patient account representative and asked her about the situationShe again called the collection agency, who this time told her the balance was still owed for this account that had been sent to collections on 4/25/She also noted that Palouse Medical requested that it be removed from collection status on 11/1/2002.Th e collection employee had given us inaccurate information on June 8th,
After investigating this complaint,it appears there were two errors associated with this situation: 1) Palouse Medical hadn't taken off the pop up associated with the patient account on 11/1/2002, when we requested the collections to be cancelled2) The collection agency gave us incorrect information on June 8th, 2016, while the patient was in the clinic
Palouse Medical feels terrible about the error and we are sorry for the inconvenience this caused the patient I tried to call the patient yesterday with the contact information provided in your letter, to explain the circumstances and express our apologiesThere was no answer and so I left the patient a voice mail message and I have still not heard back from the patientIn an effort to ensure this never happens again,we have requested a report from the collection agency with all collection accounts dating back to that have been sent to collections and then requested to be taken off collections by us.We will make sure that our records accurately reflect this informationI also spoke with the President of the collections agency about their error and they are also implementing steps to ensure that something like this does not happen again
Again, Palouse Medical is terribly sorry for the stress and inconvenience that this situation caused for this patient
We are taking all measures possible to make sure that this never happens in our clinic againIf you have any questions or if I can provide any additional information, you can reach me at 509-334-

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]