Panorama Orthopedics & Spine Center, PC

Complaint: [redacted] I am rejecting this response because:I personally spoke with [redacted] yesterday who confirmed that I should have never been called in for an appointment It doesn't matter that I "was seen." I only learned of Panorama's error when I was seen [redacted] also stated that the protocol is a phone evaluation, which is the standard prior to scheduling surgery after the block/test He also stated a refund was due.Not once have you responded to the actual facts or nature of the complaint Your argument is circular logic and lacks any sense of patient care or responsibility Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 15, 2015/06/18) */ Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response given by the business is the third different response I have received from themWhen I initially called their business office to inquire about the billing referenced in my complaint, I was told that it was the policy of Panorama to bill for all post op visits that happened later than days post surgeryI called back later the same day to discuss this further, and on this occasion I was told that I needed to contact my insurance company, as they dictated this policyNow in their response to this complaint I have been given a third reason for the billingIt appears that Panorama cannot get their story straightEven if I am to assume that their final response is legitimate, I feel it is a deceptive practice not to inform their patients of this in advanceKnowledge of my possible fiscal responsibility for any post op visits past the day period would have put the ball in my court and made me aware upfront of the situationIn turn I would have been able to make a reasonable choice as to whether or not I needed to attend any future post op visits based upon my medical need versus simply following the doctors' wishesAs I was not informed upfront of this policy, I do not feel I should be responsible for the charges rendered to me for the office post op visit in question Final Business Response / [redacted] (4000, 19, 2015/06/29) */ Formal Response has been attached

I apologize that the complainant does not find the organization's response satisfactory As previously stated, services were rendered, an assessment made and due to contractual obligations with the carrier, we are unable to fulfill his request for a refund The organization maintains its position in the original response

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ July 27th, [redacted] , Trade Practices Specialist Revdex.com of Denver East Florida Avenue, Suite Denver, CO Submitted Via Revdex.com Portal Complaint # [redacted] Ms***: The complainant references a lack of response on duplicate bills on his account # [redacted] beginning on 4/21/for a post operative bootThe balance, including late fees, was registered as $ Panorama takes full responsibility for the multiple errors that occurred in the course of the complainant’s experience The following points below identify the errors confirmed by our internal review:  Panorama outsourced a portion of their business services with [redacted] (***)Panorama no longer has a working relationship with [redacted] as of April 15, The discontinuation of this business relationship resulted in the lack of communication experienced by the complainant  The correspondence that occurred with [redacted] (employed with ***), was never forwarded to the Director of Revenue Cycle Management, who is the point of contact for these types of concerns/issues  [redacted] made payment to [redacted] , the vendor of the post operative boot Panorama billed the patient in error  The complainant’s account was sent to collections in error Due to the multiple errors made with the complainant’s account, Panorama has taken the following actions:  The complainant’s account has a balance of $  Correspondence with Don Joy has occurred to clarify the error in billing for the post operative boot  Panorama has notified [redacted] (***) that the complainant’s account is to be removed from collections immediately  The Director of Revenue Cycle Management is working directly with [redacted] to ensure the complainant’s credit is not affectedAny items that may appear on the complainant’s credit report will be removed Panorama cares deeply about its patients and their satisfaction and apologizes for the poor service and support the complainant experiencedMichael [redacted] , Director of Revenue Cycle Management will serve as a direct contact for the complainant for any future needs that arise as a result of the errors made by PanoramaMr [redacted] can be reached directly at [redacted] Please contact our offices directly if further information is required Sincerely, [redacted]

The company response is contained in the attachment.

I apologize that the complainant does not find the organization's response satisfactory.  As previously stated, services were rendered, an assessment made and due to contractual obligations with the carrier, we are unable to fulfill his...

request for a refund.  The organization maintains its position in the original response.

Complaint: [redacted]
I am rejecting this response because:I personally spoke with [redacted] yesterday who confirmed that I should have never been called in for an appointment.  It doesn't matter that I "was seen."  I only learned of Panorama's error when I was seen.  [redacted] also stated that the protocol is a phone evaluation, which is the standard prior to scheduling surgery after the block/test .  He also stated a refund was due.Not once have you responded to the actual facts or nature of the complaint.   Your argument is circular logic and lacks any sense of patient care or responsibility.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
July 27th, 2015
[redacted], Trade Practices Specialist
Revdex.com of Denver
3801 East Florida Avenue, Suite 350
Denver, CO 80210
Submitted Via Revdex.com Portal
Complaint #[redacted]
Ms. [redacted]:
The complainant references a lack...

of response on duplicate bills on his account #[redacted]
beginning on 4/21/14 for a post operative boot. The balance, including late fees, was registered
as $390.00.
Panorama takes full responsibility for the multiple errors that occurred in the course of the
complainant’s experience.
The following points below identify the errors confirmed by our internal review:
ï‚· Panorama outsourced a portion of their business services with [redacted] ([redacted]). Panorama no longer has a working relationship with [redacted] as of April 15,
2015. The discontinuation of this business relationship resulted in the lack of
communication experienced by the complainant.
ï‚· The correspondence that occurred with [redacted] (employed with [redacted]), was never
forwarded to the Director of Revenue Cycle Management, who is the point of contact
for these types of concerns/issues.
ï‚· [redacted] made payment to [redacted], the vendor of the post operative boot.
Panorama billed the patient in error.
 The complainant’s account was sent to collections in error.
Due to the multiple errors made with the complainant’s account, Panorama has taken the
following actions:
 The complainant’s account has a balance of $0.
ï‚· Correspondence with Don Joy has occurred to clarify the error in billing for the post
operative boot.
 Panorama has notified [redacted] ([redacted]) that the complainant’s
account is to be removed from collections immediately.
ï‚· The Director of Revenue Cycle Management is working directly with [redacted] to ensure the
complainant’s credit is not affected. Any items that may appear on the complainant’s
credit report will be removed.
Panorama cares deeply about its patients and their satisfaction and apologizes for the poor
service and support the complainant experienced. Michael [redacted], Director of Revenue Cycle
Management will serve as a direct contact for the complainant for any future needs that arise as
a result of the errors made by Panorama. Mr. [redacted] can be reached directly at
[redacted]
Please contact our offices directly if further information is required.
Sincerely,
[redacted]

Initial Business Response /* (1000, 15, 2015/06/18) */
Initial Consumer Rebuttal /* (3000, 17, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response given by the business is the third different response I have received from them. When I...

initially called their business office to inquire about the billing referenced in my complaint, I was told that it was the policy of Panorama to bill for all post op visits that happened later than 90 days post surgery. I called back later the same day to discuss this further, and on this occasion I was told that I needed to contact my insurance company, as they dictated this policy. Now in their response to this complaint I have been given a third reason for the billing. It appears that Panorama cannot get their story straight. Even if I am to assume that their final response is legitimate, I feel it is a deceptive practice not to inform their patients of this in advance. Knowledge of my possible fiscal responsibility for any post op visits past the 90 day period would have put the ball in my court and made me aware upfront of the situation. In turn I would have been able to make a reasonable choice as to whether or not I needed to attend any future post op visits based upon my medical need versus simply following the doctors' wishes. As I was not informed upfront of this policy, I do not feel I should be responsible for the charges rendered to me for the office post op visit in question.
Final Business Response /* (4000, 19, 2015/06/29) */
Formal Response has been attached