Preferred Homecare

This PT was provided a knee walker on 1/9/2015.  The Knee walker provided was a purchase item and had an initial 20% co-insurance charge of $47.60.  The remaining 80% was then processed to his insurance, which he never paid.  The other 80% was then sent to his insurance and it...

processed to UHC against the PT’s deductible so the PT would now need to pay the full purchase price of $238.00.  It is the PT’s responsibility to know his benefits, although we do our best to provide him with all the information we can obtain. The PT called in on 3/18/2015 to see why he was billed. We advised him of his deductible charge and the PT was unhappy because he didn’t know it wouldn’t be paid for by the insurance.  He was transferred to the branch customer service department. The PT was sent several letters from 4/2/2015, 5/5/2015, and 6/2/2015 letting him know that he would have this responsibility and we now just heard from him again on 7/2/2015, and was told that he would be charged $238.00 due to his DED not being met, and could verify this charge with his insurance.  He stated he had spoken with them but then tried to negotiate a price of $100 for the purchase but was told we cannot.  He stated that he would pay the $100 and then wished for the remaining balance to be sent to collections.  PT has not paid the $100 and was sent to collections for non-payment due to the final due date being passed.  PT will now have to work through NSB collections.  He can contact them at ###-###-#### to set up payment arrangements.

This Patient has had two separate balances sent to collections at separate times.  One balance was sent to collections and one continued with PHC.  When the second balance with PHC went past due this one was sent to collections. This will all fall under the same account but does count as separate occurrences, as we gave the patient the opportunity to bring the account current before having the next balance sent.  PHC is unable to add the new occurrences to an old report as the PT is requesting.   We have reported all payments to the agency as of the dates they were paid; this will update the patient’s credit history according to how the payments were received as well.  All the reports of payments that we have made will be updated with-in 30 days with the credit agencies by the collections company.  The collection agency is able to provide a letter of resolution as well if needed.  They can be contacted at [redacted] for this documentation if needed.

PHC has taken the member's feedback under advisement.  This member's PWC order and evaluations have been performed timely.  PHC's Area Rehab Manager will continue to work with the member's medical equipment needs to ensure they are met in a satisfactory fashion.

PHC did attempt to contact member, though has not yet received a response (possibly due to the holidays).  Once contact is made, PHC will advise of resolution.

I was housebound for 5 days..1/13/17 to 1/18/17 due to problems with PH NOT PROVIDING ME WITH A LOANER FOR THE WC I had that was not functioning. I missed 2 days of workand an important doctors appointment. My doctot told me he only hears negative input from patients re PHC. I am asking for damages of $250.00.

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

will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I also require any notations on my credit file to be removed immediately and the money I paid your Collections agency to be refunded to me as soon as possible. 
Regards,
[redacted]

Life Care Solutions (LCS) apologizes for the confusion associated with the Berkowitz billing problems. We are dealing with [redacted] so that the correct entity is being billed. LCS staff has had several discussion with the member's daughter to inform her that her parents owe LCS nothing and has a...

zero balance owed. There should be no other bills after 9/23/14 when the problem was fixed.

Preferred Homecare (PHC) is in contact with the member and currently working toward a resolution.

Preferred Homecare (PHC) would like to respond to the Revdex.com (Revdex.com) complaint from Elizabeth R** regarding her oxygen (O2) concentrator exchange.
PHC did contact Ms. R** to discuss her frustration with PHC Patient Service Representatives (PSRs) when attempting to schedule an...

exchange of her O2 concentrator.
PHC explained our policy to attempt a troubleshoot of the equipment and the annual preventative maintenance procedures on the equipment.
PHC did follow-up with our PSRs to rel** Ms. R**’s frustrations with service and underscore the importance of appropriate service measures, including timely communication.
Though Ms. R** was never without O2 and her concentrator was exchanged same d**, it is PHC’s position to value our patients’ feedback to promote service that leads to a positive patient experience.
We are thankful to Ms. R** for bringing this to our attention.

The insurance did not pay for the crutches as the PT still had a Deductible that needed to be met.  So the balance of 26.07 was transferred to the PT responsibility. Payment of $26.07 was received on 7/6/2015 on the PT’s behalf for the purchase of the crutches. I have also included the...

notes from the PSR regarding the crutches return:PT FATHER CAME AND RETURNED CRUTCHES 52 DAYS AFTER HE RECV THEM ON 04.01.201505.22.2015 PT FATHER RETURNED THE CRUTCHES, BEFORE I LOOKED AT THE CRUTCHES MY SUP OKAYED A SALES CREDIT, BUT WHEN I WALKED OUT TO THE LOBBY, THEY WERE NOT PACKAGED AND HANDLES AND ARM RESTS WERE DIRTY. FATHER STATED THEY HAD BEEN IN THE BACK OF HIS TRUCK. I INFORMED HIM WE CANNOT TAKE THESE BACK AND ITS BEEN OVER THE 30 DAY RETURN POLICY.  HE STATED HE WAS NEVER TOLD ABOUT THE 30 DAY RETURN POLICY FATHER STATED WE GAVE HIM THE WRONG SIZE AND HE WILL CALL HIS INS TO NOT PAY US.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will make payment for the amount billed.
Regards,
[redacted]

Preferred Homecare (PHC) would like to provide a response to the Revdex.com complaint regarding our patient, Thomas S[redacted] billing refunds.  After a thorough review of billing history, we did identify an error in the application of credits applied to Mr. S[redacted] account for...

dates 07.06.2015 and 08.03.2015.  The credits applied to the patient’s account did not eliminate the balance due as intended, and resulted in subsequent charges billed in error.  As of 03.15.2016, these credits have been applied correctly and all remaining charges have been removed.  Mr. S[redacted] was contacted on 03.15.2016 and advised of the adjustments correcting his account to reflect a zero balance due.  Preferred Homecare regrets the timeliness of resolution, but strives to properly assist our patients with any concerns as they may arise.

Mr. [redacted]'s account has been placed to a zero balance.

A review of this account has been completed and Preferred Homecare (PHC) was able to identify that per the Patient's Explanation of Benefits the Patient would have a $50.00 co-insurance charge for the 8/4/2015 DOS.  PHC had incorrectly billed the Patient a 20%...

co-insurance of $28.63.  PHC did receive notification from the PT’s insurance on 8/28/2015 by phone that the PT’s would owe a higher co-insurance charge, but the official Explanation of Benefits from the Patient's insurance was not received until 9/29/2015. 
The billing department does not show the Patient has called into voice any concerns regarding her account. If the patient is mailing back correspondence in the payment envelope, this address is only for payments, this is an automated system that will only process payments and does not read correspondence which is why the invoices states only “Mail Payment to:” Our invoices do state that for any questions to contact us.   The account has now been corrected to reflect the appropriate amount owed by the Patient in the amount of $50.00 for the 8/4/2015 DOS. An updated statement has been mailed out to reflect the changes per the patient request to receive only correspondence by mail or email.
Thank you

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Proof of Delivery via [redacted].Dear Customer,This notice serves as proof of delivery for the shipment listed below.Tracking Number: [redacted]Service: [redacted] GroundWeight: .90 lbShipped/Billed On: 12/26/2014Delivered On: 12/29/2014 7:45 P.M. Delivered To: [redacted] Left At: Side DoorThank you for giving us this opportunity to serve you. Sincerely, [redacted] Tracking results provided by [redacted]:

Please see the attached exchange ticket signed by the patient verifying that the CPAP was exchanged.  Two serial numbers are referenced on the proof of exchange showing what was picked-up and what was delivered. Ms. [redacted]'s second replacement CPAP has been pending authorization from her insurance plan since 08.31.2016.

Preferred Homecare apologizes for the lack of communication in notifying the member of  delays associated with the repair of her wheelchair. The [redacted] manager, [redacted], called Mr. [redacted] and explained what had happened and apologized to him directly. We had a customer service...

representative that did not do a good job in keeping Mr. [redacted] informed as to the ordering and availability of parts. The repair of his wife's chair was successfully completed on 9/24/14. Ms. [redacted] communicated to Mr. [redacted] that she would personnally counsel and discipline the customer service rep and would call Mr. [redacted] on 9/30 to explain to him the results of the employee couseling and to check on the status of his wife'e chair.

Preferred Homecare (PHC) has addressed this concern with our Central Arizona Management team.  PHC will reach out to the member regarding scheduled deliveries and provide additional support to meet this member's needs.PHC does take patient service concerns seriously and will offer every...

alternative to improve communication to the member regarding scheduled deliveries.