Pottstown Memorial Medical Center

November 3, Dear [redacted] , This letter is in response to case # [redacted] For the reasons explained below, we disagree with this patient’s complaintIt is our goal to provide excellent patient care in all circumstances, in accordance with all hospital policies and procedures,As a background to this complaint, the patient called to schedule a same-day appointment for an ultrasoundUpon verifying the patient's insurance benefits and deductible obligations, we advised the patient that $would be allocated to deductible for this visitWe also informed the patient that the amount was due at time of service, in accordance with hospital policies and proceduresThe patient stated she would be unable to pay this amount, We attempted to work with the patient and offered to adjust the amount due at time of service by 50% in an attempt to satisfy her requests, but the patient stated she still would not be able to pay.We generally always work with the patient to come up with a payment plan, however on this given case, the patient had a history of non-payment and a significant accounts payable, Because her condition was non-emergent, her appointment was cancelled, To the extent the patient has emergent medical needs and presented to the hospital’s emergency department, she would be screened and treated in accordance with all applicable lawHowever, the hospital is not obligated to provide the same-day diagnostic screening that she requested free of chargeWe followed our standard policies and procedures in this caseIt is our expectation that Pottstown Memorial Medical Center will continue to provide quality service all of our patientsTo the extent we can better communicate these policies, please let us knowWe would be delighted to discuss this furtherPlease do not hesitate to contact me at (***) [redacted] Sincerely, Susan K Chief Quality Officer

September 29, 2014Dear *** ***,I am in receipt of your September 19, letter regarding the complaint of *** *** ID number as documented aboveAn investigation was completed by our facility regarding *** ***'s claim that she is being billed unnecessarily for services
already paidAn investigation revealed that *** ***'s husband paid the Clinic Company bill on line posting it to the hospital’s account versus the Clinic Company's accountAccounts have been reconciled and *** *** has been contacted by the billing office representativeAt this time we consider this concern a closed matter,I hope that we have answered your questions accordingly regarding this concernIf you should have anyadditional questions, please feel free to contact me at wande nuns or ###-###-####.Sincerely,Wanda H,RN BSN Patient Safety Officer

November 3, 2014
Dear [redacted],
This letter is in response to case #[redacted]. For the reasons explained below, we disagree with this patient’s complaint. It is our goal to provide excellent patient care in all circumstances, in accordance with all hospital policies and...

procedures,As a background to this complaint, the patient called to schedule a same-day appointment for an ultrasound. Upon verifying the patient's insurance benefits and deductible obligations, we advised the patient that $494.87 would be allocated to deductible for this visit. We also informed the patient that the amount was due at time of service, in accordance with hospital policies and procedures. The patient stated she would be unable to pay this amount, We attempted to work with the patient and offered to adjust the amount due at time of service by 50% in an attempt to satisfy her requests, but the patient stated she still would not be able to pay.We generally always work with the patient to come up with a payment plan, however on this given case, the patient had a history of non-payment and a significant accounts payable, Because her condition was non-emergent, her appointment was cancelled, To the extent the patient has emergent medical needs and presented to the hospital’s emergency department, she would be screened and treated in accordance with all applicable law. However, the hospital is not obligated to provide the same-day diagnostic screening that she requested free of charge.
We followed our standard policies and procedures in this case. It is our expectation that Pottstown Memorial Medical Center will continue to provide quality service all of our patients. To the extent we can better communicate these policies, please let us know. We would be delighted to discuss this further. Please do not hesitate to contact me at ([redacted].
Sincerely,
Susan K
Chief Quality Officer

Review: One 5/8/2014 I went to this hospital because I almost passed out at work. and on 7/10/2014 I received a bill for it from pottstown clinic company llc. my husband payed it on 7/24.2014 online at the hospital web site. Then on 8/14/2014 I received another bill for the same thing. I called the company on the bill and the hospital and no one can find my payment. my reference number is [redacted]. I can provide his credit card statement to prove it was taken out. The patient account number is [redacted].Desired Settlement: I would like this bill to be marked payed and taken care out because I have all the info that I payed it>

Business

Response:

September 29, 2014Dear [redacted],I am in receipt of your September 19, 2014 letter regarding the complaint of [redacted] ID number as documented above. An investigation was completed by our facility regarding [redacted]'s claim that she is being billed unnecessarily for services already paid. An investigation revealed that [redacted]'s husband paid the Clinic Company bill on line posting it to the hospital’s account versus the Clinic Company's account. Accounts have been reconciled and [redacted] has been contacted by the billing office representative. At this time we consider this concern a closed matter,I hope that we have answered your questions accordingly regarding this concern. If you should have anyadditional questions, please feel free to contact me at wande nuns or ###-###-####.Sincerely,Wanda H,RN BSN Patient Safety Officer

Review: I have been ill for several weeks and was scheduled for an ultrasound for fluid and a mass on my ovary. The hospital is refusing to do the ultrasound unless I pay half of the bill at the time of the ultrasound which I am unable to pay for two reasons the first is I have been out of work for two weeks do to the illness and pain and I am not getting paid and the second is I am a single parent. The hospital is refusing to make arrangements except for me paying half of the bill which I do not have. This is a life threatening situation as my ovary could rupture. I have tried to make arrangements with the hospital on my outstanding bill and the bill for the procedure and they refused unless I pay at least half of the balance.Desired Settlement: I need arrangements that can be made to pay the bill that will fit into my very tight budget.

Business

Response:

November 3, 2014Dear [redacted],This letter is in response to case #[redacted]. For the reasons explained below, we disagree with this patient’s complaint. It is our goal to provide excellent patient care in all circumstances, in accordance with all hospital policies and procedures,As a background to this complaint, the patient called to schedule a same-day appointment for an ultrasound. Upon verifying the patient's insurance benefits and deductible obligations, we advised the patient that $494.87 would be allocated to deductible for this visit. We also informed the patient that the amount was due at time of service, in accordance with hospital policies and procedures. The patient stated she would be unable to pay this amount, We attempted to work with the patient and offered to adjust the amount due at time of service by 50% in an attempt to satisfy her requests, but the patient stated she still would not be able to pay.We generally always work with the patient to come up with a payment plan, however on this given case, the patient had a history of non-payment and a significant accounts payable, Because her condition was non-emergent, her appointment was cancelled, To the extent the patient has emergent medical needs and presented to the hospital’s emergency department, she would be screened and treated in accordance with all applicable law. However, the hospital is not obligated to provide the same-day diagnostic screening that she requested free of charge.We followed our standard policies and procedures in this case. It is our expectation that Pottstown Memorial Medical Center will continue to provide quality service all of our patients. To the extent we can better communicate these policies, please let us know. We would be delighted to discuss this further. Please do not hesitate to contact me at ([redacted].Sincerely,Susan KChief Quality Officer