Pulmonary Care, Incorporated

September 29, Dear *** ***,
Thank you for bringing the complaint to our attentionPulmonary Care does try to address any patient issues before they reach this
pointThe company does have a problem resolution policy that should have been followed with this patientMy investigation shows that the following had occurred and the patient was aware,
• All billing had stopped
• All balances had been wiped off
• The patient was notified that she owns the machine
• The account hold been closed
• *** hold been notified of the above
The patient has a very high deductible policy and when *** denied payment due to non-compliance the charge was onerousMrsD*** the Office Manager hold been waiting for the patient to contact *** who would have set up a 3-way conversation with Pulmonary Core so the so the patient could hear from *** that we are not doing anything dishonestI unearthed couple of deficiencies on our part which will be addressed;
The patient went on service and received her equipment in In *** changed its requirements for Bipap reimbursementAll patients from that date forward received written and verbal explanations of the requirement when their equipment was setupThere was nothing in place to notify the existing patients of the change in requirements that are affecting them.• I will put a policy in place that will notify all existing patients when their insurance carrier makes changes in the requirements for their equipment.• The patient did not know about the company's policy on lodging a patient complaintI will in-service the staff on this issueIt should be discussed with the patient at equipment setupSincerely,Joan P.Compliance Coordinator

September 29, 2015Dear *** ***,Thank you for bringing the complaint to our attentionPulmonary Care does try to address any patient issues before they reach this pointThe company does have a problem resolution policy that should have been followed with this patientMy investigation shows that
the following had occurred and the patient was aware,• All billing had stopped• All balances had been wiped off• The patient was notified that she owns the machine• The account hold been closed• *** hold been notified of the aboveThe patient has a very high deductible policy and when *** denied payment due to non-compliance the charge was onerousMrsD*** the Office Manager hold been waiting for the patient to contact *** who would have set up a 3-way conversation with Pulmonary Core so the so the patient could hear from *** that we are not doing anything dishonest.I unearthed couple of deficiencies on our part which will be addressed;The patient went on service and received her equipment in In *** changed its requirements for Bipap reimbursementAll patients from that date forward received written and verbal explanations of the requirement when their equipment was setupThere was nothing in place to notify the existing patients of the change in requirements that are affecting them.• I will put a policy in place that will notify all existing patients when their insurance carrier makes changes in the requirements for their equipment.• The patient did not know about the company's policy on lodging a patient complaintI will in-service the staff on this issueIt should be discussed with the patient at equipment setup.Sincerely,Joan P.Compliance Coordinator