Rothman Institute

Two years post op, still stiff and swollen. Upon consultation with 2 orthopaedic surgeons not associated with Rothman found out that my femur was cut too short and is now causing the ligament on the side of my knee to be in a constant sprain. The last surgeon I consulted said there is really no way to fix it that a revision would probably be unsuccessful and cause me untold pain, and he personally would not do it. So now I have limited walking can’t do stairs have to wear a brace or compression stocking and by the end of the day ice is my relief. Completely botched surgery that is the worst mistake of my life. Of course, the ever arrogant Dr Ong tried to blow me off and tell me it was synovial fluid build up. One look at the x-rays and a third-grader can see the femur is way too short on the replacement knee, causing the ligament to overstretch. He had one chance to get it right, and he blew it. Nice job. My knee is ruined and there is nothing I can do. Disgusting, and I have to put up with this b[censored] every day. Horror story. Thanks, Alvin, you clown.

Upon further review we are sticking by our last statementwe will have no further reply to this complaint Thx.-RRichard C [redacted] Public Relations Manager

March 9, Dear [redacted] : I am writing in regards to the above referenced complaint, dated 2/29/This complaint was filed by the parent of our patient, [redacted] , and alleges that our office has prevented the patient from being able to return to her league hockey due to a delay in providing a release/return to play note[redacted] first consulted with DrRalph F [redacted] on 12/1/for evaluation of a concussionShe had follow up visits on 12/15/and 1/5/At the time of [redacted] 's visit on January 5th, [redacted] was informed that once [redacted] 's return-to-play form confirming that all states of noncontact were completed was received by her vestibular/physical therapist, she should provide it to usShe was informed we would then complete the form for release to return to all sports, including contact sports [redacted] was instructed to contact [redacted] , DrF*' clinical assistant, for the final clearance noteShe was informed we would be happy to fax or mail the note or the patient could pick it up in the officeOur office received the return-to-play form from the physical therapy office on 1/15/We also received a faxed copy of the form from [redacted] a few days laterThe clearance note was completed and sent to the fax number provided by [redacted] early the following week and a voicemail was left that the fax had been successfully transmittedA few weeks later, our office received a call that the form had not been received so it was faxed again on 2/25/Our office then received an online inquiry through our website the following day, which stated that the form still had not been receivedThis web inquiry was followed by a call from DrF*' clinical assistant on 2/26/16, in which she left a voicemail stating that there was clearly an issue with the receiving fax machine and reiterated that our office had received confirmation of successful transmission of both faxes sentThe message instructed [redacted] or the patient to call back to arrange an alternate way to provide the note (mail, pick up in the closest office, etc)The message also included the information that our Marlton Urgent Care center is open until 8pm on weeknights as well as during the day on Saturdays and SundaysOur office did not receive a response or any further direction following that voicemail and the patient has not contacted us sinceThe form in question and attached letter was mailed to the patient on 3/10/If you have any further questions, please do not hesitate to contact meSincerely, Gina Marie PDirector, Business Services

We are working on thiswill be back in touch

I had a total knee replacement 10 days ago. I spoke to the on-call nurse on Thursday and she said she would call pain meds in because I would run out before I get to see the surgeon again. She did not and I had to use the 800 number. A nurse called me back (Denise Jay) and told me.."quote" well it's nothing I can do because it's the weekend, call back Monday and I honestly believe she hung up on me after that. I feel horrible. My knee is swollen really big and I am always in pain. I would have felt a little better if she had said I will leave a message for the nurse to call you back on Monday. How many pills do you have left..my point is she's a nurse I expect nurses, doctor's, ect. to make me feel better not worst

The medical treatment I have had from Rothman has been excellent, however their answering service call routing phone system is the worst I have ever encountered. very frustrating, been trying to crack it for 3 days.

[To assist us in
bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I continue to receive bills requesting the $and have been told be office staff that I have to call each time a bill is issued to have it put on hold I then receive another bill I have to call aboutPlease assure me that I will no longer receive a bill as this is being processed through worker's compensation and also please assure me that I will no longer need to call your office.
Regards,
Shashwat P***, MD, MPH

February 29, 2016Dear *** ***:I wanted to take this opportunity to apologize for the recent statement you received in error from our officeUnfortunately, there was an issue with the claims for your bilateral knee orthosis that we only recently were able to resolve with your insurance
company, This claim was just finalized on 2/11/16, which is why you received a statement for $on 2/3/I sincerely apologize for any inconvenience and frustration this may have caused youI want to assure you that your current account balance is $0.In the future, should you have any questions or concerns, please do not hesitate to contact meThank you for choosing the Rothman Institute for your orthopaedic care.Sincerely,Girua M.Director, Business Services

March 9, 2016Dear *** ***:I am writing in regards to the above referenced complaint, dated 2/29/This complaint was filed by the parent of our patient, *** ***, and alleges that our office has prevented the patient from being able to return to her league hockey due to a delay in
providing a release/return to play note.*** first consulted with DrRalph F* on 12/1/for evaluation of a concussionShe had follow up visits on 12/15/and 1/5/At the time of ***'s visit on January 5th, *** *** was informed that once ***'s return-to-play form confirming that all states of noncontact were completed was received by her vestibular/physical therapist, she should provide it to usShe was informed we would then complete the form for release to return to all sports, including contact sports*** *** was instructed to contact ***, DrF*' clinical assistant, for the final clearance noteShe was informed we would be happy to fax or mail the note or the patient could pick it up in the office.Our office received the return-to-play form from the physical therapy office on 1/15/We also received a faxed copy of the form from *** *** a few days laterThe clearance note was completed and sent to the fax number provided by *** *** early the following week and a voicemail was left that the fax had been successfully transmittedA few weeks later, our office received a call that the form had not been received so it was faxed again on 2/25/Our office then received an online inquiry through our website the following day, which stated that the form still had not been receivedThis web inquiry was followed by a call from DrF*' clinical assistant on 2/26/16, in which she left a voicemail stating that there was clearly an issue with the receiving fax machine and reiterated that our office had received confirmation of successful transmission of both faxes sentThe message instructed *** *** or the patient to call back to arrange an alternate way to provide the note (mail, pick up in the closest office, etc)The message also included the information that our Marlton Urgent Care center is open until 8pm on weeknights as well as during the day on Saturdays and SundaysOur office did not receive a response or any further direction following that voicemail and the patient has not contacted us since.The form in question and attached letter was mailed to the patient on 3/10/If you have any further questions, please do not hesitate to contact me.Sincerely,Gina Marie P.Director, Business Services

The system automatically generated a co-pay per the patients private insuranceThere was a refund check sent to the patient in the amount of $9/14/If you have any further questions please call ###-###-####, I would be happy to clarify any misunderstanding.Thank you,

She was sent to collections for three unpaid copays through an automatic system process but has since been removed There is an issue with her secondary insurance paying and numerous claims (in addition to these 3) are still pending We will look into that and put her on a bill hold in
the meantime. Also we DID bill all insurances (she is alleging we did not) but there is a processing issue with the claims, which we are actively working on She was already removed from collections as noted above. The last thing is her desired outcome is “correction to credit report” Despite the patient temporarily being turned over to our 3rd party collection agency (***) it was never reported to any credit bureau by us or ***. *** is a soft agency and absolutely does not report to any credit bureaus No correction is needed because again what she is alleging happened isn’t factual I also triple confirmed today with *** that her account with them is closed (and has been) Hope this is enough for now Thx.-R

[To assist us in bringing this matter to a close, you must give us a reason why...

you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The information is false in their response. They initially tried to collect  $3400 upfront for my deductible, however my son had been to the ER, had an XRAY, MRI and office visits with both Rothman doctors and PCP which were all being applied to my deductible daily.  They called for $3400 and I was on Navinet watching my deductible go down by the day. By the time my son's grandmother paid the $1500 up front there was only $1200 remaining on my deductible,  they did not work with me to make the cost less in anyway.  There are federal laws regarding balance billing a patient with medical assistance. I have spoke to my son's medical assistance insurance and all the providers involved in my sons care all have provider numbers with [redacted], being that their Specialty Hospital does participate. They refused to bill the medical assistance for the balance which is fraud. The federal guidelines clearly state that if a provider chooses to not bill Medicaid as a secondary they are not allowed to balance bill patient they must write off the out of pocket expense, a patient is considered to be low income and they qualify for the secondary medical assistance because under the government income guidelines they cannot afford to pay the high deductibles given with commercial insurances. I am certified in physician billing and coding and also hospital billing and coding through the AAPC and the Medicaid laws are very clear since The Affordable Healthcare Act went into effect. This is fraud as every state is required to follow Federal Billing Guidelines. 
Regards,
[redacted]

March 9, 2016
Dear [redacted]:
I am writing in regards to the above referenced complaint, dated 2/29/16. This complaint was filed by the parent of our patient, [redacted], and alleges that our office has prevented the patient from being able to return to her league...

hockey due to a delay in providing a release/return to play note.[redacted] first consulted with Dr. Ralph F[redacted] on 12/1/15 for evaluation of a concussion. She had follow up visits on 12/15/15 and 1/5/16. At the time of [redacted]'s visit on January 5th, [redacted] was informed that once [redacted]'s return-to-play form confirming that all states of noncontact were completed was received by her vestibular/physical therapist, she should provide it to us. She was informed we would then complete the form for release to return to all sports, including contact sports. [redacted] was instructed to contact [redacted], Dr. F[redacted]' clinical assistant, for the final clearance note. She was informed we would be happy to fax or mail the note or the patient could pick it up in the office.
Our office received the return-to-play form from the physical therapy office on 1/15/16. We also received a faxed copy of the form from [redacted] a few days later. The clearance note was completed and sent to the fax number provided by [redacted] early the following week and a voicemail was left that the fax had been successfully transmitted. A few weeks later, our office received a call that the form had not been received so it was faxed again on 2/25/16. Our office then received an online inquiry through our website the following day, which stated that the form still had not been received. This web inquiry was followed by a call from Dr. F[redacted]' clinical assistant on 2/26/16, in which she left a voicemail stating that there was clearly an issue with the receiving fax machine and reiterated that our office had received confirmation of successful transmission of both faxes sent. The message instructed [redacted] or the patient to call back to arrange an alternate way to provide the note (mail, pick up in the closest office, etc). The message also included the information that our Marlton Urgent Care center is open until 8pm on weeknights as well as during the day on Saturdays and Sundays. Our office did not receive a response or any further direction following that voicemail and the patient has not contacted us since.
The form in question and attached letter was mailed to the patient on 3/10/16. If you have any further questions, please do not hesitate to contact me.
Sincerely,
Gina Marie P.
Director, Business Services

February 29, 2016Dear [redacted]:I wanted to take this opportunity to apologize for the recent statement you received in error from our office. Unfortunately, there was an issue with the claims for your bilateral knee orthosis that we only recently were able to resolve with your...

insurance company, This claim was just finalized on 2/11/16, which is why you received a statement for $166 on 2/3/16. I sincerely apologize for any inconvenience and frustration this may have caused you. I want to assure you that your current account balance is $0.In the future, should you have any questions or concerns, please do not hesitate to contact me. Thank you for choosing the Rothman Institute for your orthopaedic care.Sincerely,
Girua M.
Director, Business Services

Upon further review we are sticking by our last statement... we will have no further reply to this complaint Thx.-RRichard C[redacted]   Public Relations Manager

We are working on this... will be back in touch

I scheduled an appointment with a Doctor and was examined by a male nurse. He recommended for me to have an MRI and gave me a slip for the test. I didn't look at the slip until I got home and noticed I was given another patient's medical records. Major HIPPA violation. I then called the office several times and finally was given a slip for the test. After I had the test, mind you I was having a lot of shoulder pain, I called for my results 4 times and never received a return call. The next day I scheduled an appointment with Penn Orthopedics and am happy I did. I was given an appointment within 3 day's and told I had several tears in my shoulder and a lot of fluid. The Doctor spent a substantial amount of time with me, gave me a cortisone shot and set me up for physical therapy.

Review: I have been trying to get a wrongful charge refunded for 3 months It was on 12/18/2013 the account number is [redacted]. I am once again being told the refund has not been processed and it will take 4 to 6 weeks to get the refund. Why would a simple charge refund take 4 to 6 weeks to process it seems an unreasonable amount of time for a refund of this size made on an active charge cardDesired Settlement: Refund with in 10 to 12 business days Like any other company does