S & S Contractors

I am rejecting this response because:It is not an excuse that due to the lack of your ability to obtain information, you concluded there was no report or CD.As mentioned on the complaint, Medical report from physician as well as accompanying report was presented during check in.  Do you have a video in your lobby? Please pull that up and you could see the CD was handed over to the front desk when patient was checked in. We requested that the two important documents be presented to Dr [redacted] prior to meeting patient.Please retrieve phone conversation for booking appointment as it will reveal during phone conversation to make appointment, we asked how to ensure doctor will first read and study the CD and report prior to meeting [redacted]. Sutter Health rep advised us that Doctor will look at the info - we "just need to bring it".  CD is compatible - seen ad ran through in different healthcare organisations.  The images on the CD were taken in a renown hospital in Davos, Switzerland, not some third world country facility.  The medical report  stated clear instructions ADDRESSED to the next physician who would be taking over patient's case.  Specifically, instructions stated NO NEED for further Xrays. The language used is English, a working medium used by American doctors.We had an earlier appointment but was cancelled due to Dr [redacted] having a emergency call.We are disputing the charges, which should not be born by us as the mistake lie with communications between the doctor and the front desk personnel who refused to listen and failed to present the important documents to the doctor at a timely manner. This violate line 12 and 13. of Patients' Rights and Responsibilities as stated by Sutter Health Hospital.

This
complaint is directed to Billing Department Sutter Health Medical Foundation at
2725 Capitol Ave, Sacramento, CA 95816 April 9, 2016 Patient name: [redacted] Patient account number: [redacted] Date of Service: Sept 1, 2015, Sept 25,
2015 Physician: Dr [redacted] MD This is...

with regards to the charges on the
account. 1. Medical Report from patient's physician, Dr. [redacted] Hospital 2. CD from the [redacted] hospital containing [redacted] X-Ray
When we made the appointment over the phone, we had asked if there was any way
to forward a medical report and CD from patient's doctor in advance to Dr
[redacted] so he can preview them prior to our visit. Person on the phone said it
was not necessary and we were to show it to him when we meet with him. When
[redacted] met with Dr. [redacted], we showed the attached documents to the
front desk when we checked in. We specifically gave instructions that it is of
paramount importance that the report be presented to the doctor. The front desk
personnel took the report and CD and said she will send this to the doctor.
About 15 mins later, we were surprised that [redacted] was told to go into the
X-Ray room to have X-ray taken. We explained that Dr [redacted] report stated
that the patient do not need further X-Ray and showed a second copy I had in my
hand. Front desk personnel refused to listen nor look at the documents. When
asked why was the X-Ray mandatory for the visit with the doctor, the staff
insisted [redacted] to take a new X-Ray and the only explanation was"without
which the doctor will not see your son". She made it sound like the doctor
had already reviewed the documents. We had no alternate option. We expressed
that we would not be responsible for the charges as a second X-ray was
unnecessary as stated on the doctor's notes. When we met with Dr [redacted], he
started reading the report in our presence when he opened [redacted] file.
Apparently, the report and CD with the X-Ray were never presented to the
doctor. Had the doctor a chance to look at the report and X-ray, [redacted] would
not have to be forced to suffer rounds of radiation unnecessarily. We are
disputing the charges, which should not be born by us as the mistake lie with
communications between the doctor and the front desk personnel who refused to
listen and failed to present the important documents to the doctor at a timely
manner. This violate line 12 and 13. of Patients' Rights and Responsibilities
as stated by Sutter Health Hospital. We called on Feb 16, 2016, spoke with
[redacted] Billing Department and again on April 8, 2016 with [redacted] at
Billing to follow up. On the first occasion, we were told to wait a few weeks
while the review team looked at our case. We did not hear back from anyone.
Instead, we received notification from the Collections agency.
 
 
I have reviewed the patients
chart as this is from 2015 and only have our notes to go off of. Unfortunately
I do not see any documentation on the patient bring in their report or CD
nothing was noted on their intake sheet or the visit, there are a few things
that will lead to us needing additional x-rays but without the documentation I
can’t give a clear reason why, I’m very sorry the patient and patients were
either mis informed or per their complaint the imaging wasn’t giving to the
MD?
The clinician needs
to view the imaging (films) to treat the patient a report isn’t enough For fractures
imaging needs to be less than a week old due to healing, changes and possible
movement (the date of injury was 8/27/15 per their intake sheet, their original
appt was 9/3 prompting the need of new x-rays, but their appt was moved to 9/1st)
The original imaging
was done out of the country, not sure if the CD was compatible, if not then we
would need to send patient for additional imaging but per the patient complete
that was not told to them nor is there any documentation

To whom it may concern,On 11/09/15, we appealed this claim to your insurance carrier.  It is currently in appeals process.  Our claim which we submitted to Blue Cross, indicates "Sutter Roseville Urgent Care" and our appeal indicates to make a note of this when reprocessing the claim.Thank you.Sutter Medical Foundation.

here is my authorization forms

I am rejecting this response because: it is inaccurate and the bill will never be paid until the correct adjustments are made

Business states that they have contacted the consumer directly. There was a miscommunication and for the sake of customer service, business is waving the charges and refunding the consumer payment.

This is the incorrect billing on their part

We have reviewed the account and the balance on the account is accurate. We have addressed the consumers concern verbally and in writing.

This has been re-reviewed and the outcome remains the same. Documentation and past history support the diagnosis that was originally billed.Sent on: 3/3/2017 1:08:36 PM