Strong Memorial Hospital

[redacted] ** [redacted] Dear Mr [redacted] This is in response to your complaint regarding emergency room services rendered by Strong Memorial Hospital on March 26, A review of your medical record documentation was performed and the charges for the Emergency Room Services were found to be appropriate in the amount of $ However, there were professional fees totaling $that were submitted to your insurance in error and are in the process of being refunded According to our records, you arrived in the Emergency Room to have a neurosurgeon consultation It was determined after evaluation by our medical provider that an urgent consultation by a neurosurgeon was not warranted Due to the inconvenience of having to contact us multiple times to update your insurance information any out of pocket expense related to this service will be waived as a customer service gesture Please contact me directly for any further assistance I can provide in this matter Sincerely, [redacted] Patient Services Manager [redacted]

We received a request on 9/and it was processed and sent to the copy serviceThey returned the request to ROI questioning whether the PAO papers were sufficient for release of medical recordsThe request was then rejected asking for a medical PAOWhen I reviewed the request yesterday, I
discovered that, while the PAO document provided did not cover the release of PHI, there also had been a copy of the patient’s Health Cary Proxy provided with the requestSince it is documented in our records that the patient is non-verbal and suffering from dementia, the HCP document would have been enough to process the requestThe family was in agreement with receiving the information on a CD which would only cost $instead of the $590+ it would have cost for the paper copies
Both parties were contacted and were pleased with receiving the CD at $

Attached is response to the complaint. Please let me know if you need additional information

[redacted]
[redacted]
[redacted]  [redacted] Dear Mr. [redacted] This is in response to your complaint regarding emergency room services rendered by Strong Memorial Hospital on March 26, 2016. A review of your medical record documentation was performed and the charges for the...

Emergency Room Services were found to be appropriate in the amount of $501.73.  However, there were professional fees totaling $215.00 that were submitted to your insurance in error and are in the process of being refunded.  According to our records, you arrived in the Emergency Room to have a neurosurgeon consultation.   It was determined after evaluation by our medical provider that an urgent consultation by a neurosurgeon was not warranted.   Due to the inconvenience of having to contact us multiple times to update your insurance information any out of pocket expense related to this service will be waived as a customer service gesture.  Please contact me directly for any further assistance I can provide in this matter.                                                             Sincerely,                                             ...⇄ [redacted]                                         ...⇄ Patient Services Manager                                         ...⇄ [redacted]

After multiple back and forth phone voice mail messages on both parties accounts, I did talk to [redacted] today about her complaint.  Her daughter was seen on 4/18/16.  I did offer an apology and also told her I would remove this from collections and set her up on a budget plan...

of $50 per month.  She was not pleased with this as she felt many hours of her time were spent trying to resolve this to which I said that the standard of care was met. I will set up this monthly budget plan and remove from collections.