Provident Care, Inc.

Thank you for forwarding this information to usI agree with the issues this client raisesWe had a sudden change in our billing department personnel that has led to errors in client billsWe fully intended to reimburse this client for the items she claims were taken from her home in
good faithThat did not happen as it should have, however I thought it had. We have also had issues with caregivers not turning in care documentation in an accurate and timely manner which is necessary to bill her insurance successfullyWe have taken steps to remedy this and ensure that it does not continue to occurI have issued a check for the value of the items taken and have asked our Vice President to take the check to Ms*** personally where he can also apologize and explain what we have done to fix the past billing errors that the insurance has not paid yet and how we will ensure that this does not happen again Sincerely, *** *** CEO?

Thank you for forwarding this information to usI agree with the issues this client raisesWe had a sudden change in our billing department personnel that has led to errors in client billsWe fully intended to reimburse this client for the items she claims were taken from her home
in good faithThat did not happen as it should have, however I thought it had. We have also had issues with caregivers not turning in care documentation in an accurate and timely manner which is necessary to bill her insurance successfullyWe have taken steps to remedy this and ensure that it does not continue to occurI have issued a check for the value of the items taken and have asked our Vice President to take the check to Ms*** personally where he can also apologize and explain what we have done to fix the past billing errors that the insurance has not paid yet and how we will ensure that this does not happen again Sincerely, *** *** CEO?

Thank you for forwarding this information to us. I agree with the issues this client raises. We had a sudden change in our billing department personnel that has led to errors in client bills. We fully intended to reimburse this client  for the items she claims were taken from her home in...

good faith. That did not happen as it should have, however I thought it had. We have also had issues with caregivers not turning in care documentation in an accurate and timely manner which is necessary to bill her insurance successfully. We have taken steps to remedy this and ensure that it does not continue to occur. I have issued a check for the value of the items taken and have asked our Vice President to take the check to Ms. [redacted] personally where he can also apologize and explain what we have done to fix the past billing errors that the insurance has not paid yet and how we will ensure that this does not happen again.  Sincerely, [redacted] CEO?

Review: I would like you to consider this letter a complaint about ProvidentCare, a home health care service that provides service to me.

I am a fully disabled retired peace officer who was injured on the job. My home health care is paid for by [redacted] as part of my disability retirement. My problem could generally be described as with the business practices and general competence of their office operation rather than with their individual employees who provide care to me in my home.

I live in San Joaquin County, which is covered by their office in Modesto in Stanislaus County. A great deal of the problem seems to center on [redacted]. ([redacted])

Due to my particular situation [redacted] normally pays directly to ProvidentCare. This has been the arrangement I have used for many years, at more than one residence address and with more than one home health care provider. It is my understanding that this is necessary so that the payment for my home health care does not appear to be part of my personal income.

ProvidentCare is now billing me for $9,559.96. This situation apparently has come about due to ProvidentCare not sending in the proper paperwork to [redacted]. Without document [redacted] will not pay for my care. This is neither my fault nor my responsibility. I have tried discussing this with [redacted] at ProvidentCare with no success. In fact [redacted] has been very rude and insulting over the whole matter. She seems unable or unwilling to understand that (with minor exceptions) [redacted] is paying the bills on this and not me personally. She keeps insisting that they are not paid by [redacted] when I know for a fact that is not true.

This situation is complicated slightly by the fact that I do pay directly for a very small amount of this home health care, typically overtime on legal holidays. I don't know if they truly don't understand this or simply believe it will be easier for them to try to bully me into paying for their mistakes rather than simply submitting the correct paperwork to [redacted].

I feel that I am hitting a wall here. I am hopeful that you can assist me in getting through to these people. I thought I had the situation worked with [redacted], another office person at ProvidentCare We were on a three-way phone call with [redacted] about two months ago to settle a billing issue which I had thought were finally resolved. Unfortunately my belief seems to have been misplaced.

I am having a further problem with them regarding reimbursement for items which mysteriously disappeared from my garage. ProvidentCare had previously agreed that it is very likely that these items (a heavy duty Bissle carpet shampooer and a very nice articulated extension ladder) were likely removed from my home previous Provident health care providers without my permission. They agreed to accept responsibility for this, but have since been unable or unwilling to follow through. I almost feel that they are holding this matter hostage. This is not a huge sum of money, but neither is it inconsequential.

I have also had problems with ProvidentCare being unable to supply coverage for the regular home healthcare workers. (I have two , one for weekends and one for weekdays.) There have been occasions when ProvidentCare has received considerable advanced notice of scheduled absence for their workers and they have been unable to supply coverage for these shifts. I know for a fact that many times significant advance notice has been given as I was personally present listening to the health care worker talk on the telephone to inform ProvidentCare of the need for coverage. (There have also been occasions when I have been unwilling to deal with a new worker on a one-day basis and I have made other arrangements myself. I am fortunately in that I have a personal friend who I have known for over 30 years who has both training and experience and who can assist me on occasion if he is not providing assistance to this father who lives in the Bay Area.)

The home health care workers check in daily via my land line home telephone to show when they arrive and when they lave. They also submit written documentation containing care notes, which are supposed to be eventually forwarded to [redacted] in some form or other. I countersign these notes but do not mail them. As I can't walk I spend much of my day on my back in a hospital bed in my bedroom. I do not go to the post office to mail things. I CAN NOT do so. It is not my responsibility to submit or track these documents.

Desired Settlement: I am very happy with my two current regular home health care workers. I would just as soon not have to change provideres, but I seem to be unable to get through to the correct people at ProvidentCare. I hope you can help.

Sincerely,

Business

Response:

Thank you for forwarding this information to us. I agree with the issues this client raises. We had a sudden change in our billing department personnel that has led to errors in client bills. We fully intended to reimburse this client for the items she claims were taken from her home in good faith. That did not happen as it should have, however I thought it had. We have also had issues with caregivers not turning in care documentation in an accurate and timely manner which is necessary to bill her insurance successfully. We have taken steps to remedy this and ensure that it does not continue to occur. I have issued a check for the value of the items taken and have asked our Vice President to take the check to Ms. [redacted] personally where he can also apologize and explain what we have done to fix the past billing errors that the insurance has not paid yet and how we will ensure that this does not happen again. Sincerely, [redacted] CEO?