Poudre Valley Hospital

Poudre Valley Hospital is following up on this complaint directly with the patient. Due to federal HIPAA laws, Memorial Hospital is unable to publicly address the patient’s concerns.

Poudre Valley Hospital seeks to answer complaints from patients in a compassionate and timely manner. We attempt to work closely with patients and make every effort to resolve any billing issues. Our goal is always to reach a reasonable and appropriate resolution.
We have spoken directly with this patient about her concerns.
Poudre Valley's account managers work proficiently and professionally to correct errors and resolve complaints.

UCHealth has reviewed the patient's account and determined that insurance information provided by the patient at the time of service was not included with the Lab Orders sent to UCHealth as expected and therefore the charges were not submitted to the patient's insurance company and deemed the...

patient's responsibility in error.
UCHealth has recalled the patients account from collections and is in the process of acquiring the patient's insurance information and resubmitting the claim.  UCHealth will ensure that the patient has no financial liability for any remaining balance owed regardless of their insurance company's decision.  UCHealth will also communicate all actions stated in this response as well as confirm final resolution to the patient.

To Whom It May Concern,
I am responding to this complaint with the follow up steps that were taken to resolve this issue. 
I spoke with the patient's mother to review her concerns and obtain patient information so I could follow up to review this particular concern. Once the patient...

information was obtained, I reviewed the account and identified the steps that needed to be taken to resolve this complaint. I reviewed the account with [redacted], manager for University of Colorado Health and verified that the account needed to be adjusted to a zero balance and removed from [redacted]. With her approval, I adjusted the account and removed from [redacted] status within the University of Colorado Health Billing System. I notified [redacted] at the [redacted] agency, [redacted], to cancel the account with them. I then notified the mother to let her know the steps that were taken on the account. She requested an Itemized Statement showing a zero balance. I verified the address of the patient and mailed the requested document directly to her. Mother seemed pleased with the outcome and stated that she believed that the patient would be happy as well.

Complaint: [redacted]I may have accidentally just sent an incomplete message. My apologies. I will attempt this again.I am rejecting this response because of the reasons in my original complaint. To reiterate:--I received service at PVH on 7/14/2014--I was concerned after time passed and I received no bill from either the insurance company at the DOS, [redacted], or from PVH.--I went to the hospital billing department at several times to ask about the bill. I was told, "Don't worry about it. It takes insurance companies a long time to respond to claims."--I still received no itemized bills, and remained concerned. NOTE: In spite of two periods of homelessness during the last two years, I have done without in order to pay PVH any other outstanding bills. I had no reason to ignore this one, which, by my trips to the billing department, I obviously did not try to do.--I unexpectedly found the bill had been turned over to collections when it showed up on my credit report. It has done serious damage to my credit score.--A PVH supervisor finally admitted over the phone that they had accidentally billed [redacted] of [redacted]. My husband worked contracts with different companies, and different states, so had various coverage from different providers over the last several years.--PVH also billed an out-of-date provider, [redacted]. They were our provider in 2013. See the attached denial.--PVH also mistakenly identified primary coverage and secondary coverage. I do not and have not ever had secondary coverage.PVH writes: <"Poudre Valley Hospital seeks to answer complaints from patients in a compassionate and timely manner. We attempt to work closely with the patients and make every effort to resolve any billing issues. Our goal is always to reach a reasonable and appropriate resolution.Our account managers work proficiently and professionally to correct errors and resolve complaints.">I'm afraid I must beg to differ. I have tried to take care of this since late summer/fall 2014. That is hardly "timely." Now my credit is in shambles, I am being harassed by the credit agency, and PVH, with the exception of one employee, has made me feel like I was trying to get away with something. We had to fight to even speak to a supervisor over the phone, the supervisor who finally admitted they had billed the wrong [redacted]. The representative at the Harmony office tried to get my current provider, [redacted], to pay for the bill retroactively. They declined to do so and I can't say that I blame them. So now I'm being treated as a charity case when the mistake was not my fault. And I certainly didn't feel as thought I was treated very compassionately.Although I'm sure that PVH did not intentionally misfile my claim, the fact is that they did. I presented my current insurance card at the DOS. I wish I had taken a selfie of myself handing over the card as I checked in, but I didn't. As you can see by the documents, however, they did have the [redacted] information on file.PVH claims they called my phone multiple times. I carry my phone with me at all times. But I don't answer any calls from unknown numbers. No messages were left. PVH claims they sent bills to my address at 2012 Vermont Drive in Fort Collins. The lease on that apartment was not up until June, 2015. I received no bill. I was only able to get an itemized bill through the collections company, and that only recently.Therefore, I stand by my original complaint.
Regards,
[redacted]

Tell us why here...An itemized bill along with a letter explaining each and every charge on the complainant's personal bill was placed in the mail today to the complainant.

Dear [redacted],Please also attach this to my reopened file. I strongly object to its premature closure.PVH said that they would respond to my response privately due to HIPPA regulations. How exactly do I prove that I did not receive a letter, which I didn't? [redacted] #[redacted]Sent using [redacted] (double encryption)P.S. This is a message we received from the PVH representative in response to our protest to one of the letters from PVH before the response I did indeed file. Yet this is not reflected in the information the credit reporting agencies are showing. Furthermore, PVH has still failed to produce a letter for us to file with those agencies stating that bill was erroneously billed. That's what started this mess to begin with.Shaking my head...[redacted]
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[redacted]Good Morning [redacted], I received your message regarding the letter that you received. Please disregard that letter. I have processed the Charity application for the 2014 date of service and your wife was approved for a 100% Charity discount. I have already applied the adjustment, however you may receive up to two more statements showing a balance. Your actual balance for account #2002881608 is $0. You will also receive a Charity Approval letter in the mail by the end of this week. If you have any questions, please let me know. Thank You, Aundi B[redacted] University of Colorado Health-North/PVH1100 E. Elizabeth StreetFort Collins, CO 80524[redacted]
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[redacted]Sent using [redacted] (double encryption)from: J[redacted]
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[redacted]subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]I was astonished to see this notice as I did indeed respond to this complaint - promptly - rejecting PVH's response, uploaded multiple documents explaining why I rejected their response, and received no response from them. All I received was a letter from the "charitable arm - financial assisstance" department of PVH/UC Health saying that they had adjusted our balance to zero and a notice just yesterday stating that the balance has been removed from my account. However, it still shows up on the credit reporting agencies, not to mention the damage by this being stretched out for over two years.Simply dumbfounded. I request that this case be reopened immediately. To whom is the Revdex.com accountable? Below my signature is the text in the Revdex.com message. [redacted]You wrote, in the Revdex.com messaging window:<"[redacted]
[redacted]  [redacted]Re: ID # [redacted]- Poudre Valley HospitalDear [redacted],We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- The Business addressed the issues within the complaint, but the consumer did not accept the response, OR Revdex.com has not heard back from the consumer as to their satisfaction.” The text of your complaint may be publicly posted on Revdex.com’s website.  Revdex.com reserves the right to not post in accor[redacted]ce with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language.   Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,[redacted] Vice President Dispute Resolution and OperationsPhone: [email protected]

Good Afternoon,I received this complaint and reviewed the account with our billing company. Our policy is that if you are unable to pay your balance in full, and if you fail to establish a payment plan, the account will proceed to bad debt after four statements. Per our records a statement was sent...

in June, July, August, and September of 2015. We also attempted to call twice in September and three times in October. The fourth statement would notify you that it is your final opportunity to resolve your account balance with us. We do show that you made regular monthly payments in June, July, August, and September of 2015, however, no payment plan was established on this account. We do show account notes of a call made to us by your wife on 06/16/2015 to discuss that you had applied for [redacted] but that they may not backdate to cover this due to the fact that you were working then. Per the notes, she was made aware at that time that a payment plan would need to be established on the account. The next call we have noted is on 12/14/15 to discuss that she felt like she had called and set this up on a payment plan, however, there is nothing noted that this ever happened. The last call noted on the account is dated 12/15/15 teling us that she is disputing this and would like this removed from the bad debt agency. She was informed that we cannot remove from collections (bad debt).At this time, we will leave the account with the bad debt agency and you can set up a payment plan with them. I am unable to remove the account from them. Please let me know if you have any additional questions or concerns with this.Thank you,

Revdex.com:
I received a phone call from a UC Health representative today, as well as a copy of the letter I requested. The bill is now a zero balance and is pulled from collections. After a satisfactory response by the business, I consider the issue resolved.
Regards,
[redacted]

My name is [redacted] and I am the Supervisor for the Customer Service department. I have made three attempts to reach out to Mr. [redacted] as I would like to try to listen in depth to his concerns about the events that led to this complaint. I would really like to try to help resolve this issue if you could please call me at [redacted] or e-mail me at [redacted]  Thank you.

Revdex.com:
I have reviewed the response made by the business.   I have received the bill break down as promised by the hospital.  However, there were no costs associated with the breakdown.  Since my complaint involves the costs associated with the services, the break down is not complete in my eyes.  I have forwarded a re-organized breakdown with several questions for the hospital to answer.  I hope to hear back from them regarding the charges on the bill sometime this week.So we are still negotiating and my dispute is not yet resolved, but the hospital has responded.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Your doctor was neglectful and dismissive and I think that will show in a court of law.  I gave this hospital a chance to make things right.  I was only seeking compensation for the cost of my first visit, not the second which I would not have needed if proper care received the first time.  As an American service member I'm ashamed at the lack of quality healthcare that civilians receive.  I'll have my attorney contact yours.
Regards,
[redacted]

The facility has had correspondence with the patient (complainant) in regards to the specific protected health information that he found to be unacceptable.  A good will gesture was given to the complainant in the amount that was owed by him.  He has been advised on the next steps to...

grieve his complaint to the next level (CEO).

.I spoke with [redacted] today regarding not receiving the letter that was mailed to her on 04/01/15. She still has not received it. She authorized me to send the letter via email to her at [redacted]. I will send that to her today for review. We also discovered that she no longer has the PO Box that I originally mailed the letter to, which was the address that was on her accounts. I have also corrected that to [redacted] and will also mail the original letter to her as well.

Complaint: [redacted]
I am rejecting this response because:  If indeed it was one complete test, there would be no need for two separate charges and two separate titles for the test.  The charge is easily identifiable on the form and could be easily removed if the hospital chose to resolve this dispute amicably.  These tests were ordered without my knowledge of their costs or scope, nor were results ever discussed with me until I raised my initial dispute.  Because of the hospital's insistence that all their charges are necessary, I am now requesting all the details of MY personal hospital bill, the total charges of $10,000 - my part to pay after insurance comes to $2000, which I have set up a payment plan to pay off.  It is easy for the hospital to hide behind all kinds of medical jargon that the average person does not understand.  But once one starts digging, one can find all kinds of inconsistencies - like unnecessary tests divided into two but claimed as one.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have not received any information from Poudre Valley Hospital that has a breakdown of the $800 a day "Room and Board Nursery" charges.  If this was just mailed, then it may take a few days before I receive it.  When I receive it, I will respond accordingly.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have received the itemized bill for my personal care with explanations and have reviewed it.  I found no discrepancies like I found in the bill for my infant son.  Since the hospital is unwilling to remove the charges for an unnecessary drug test on my son's bill, this complaint will have to remain unresolved and I will further counsel patients to always answer "no" to any of the hospital's invasive questions in the future.
Regards,
[redacted]