The Mind and Body Consortium

Horrible attitudes on the reception sideI have also left numerous voice messages with Lisa at the Dover office to help with an issue I'm having and she will not call backA total of voice-mails so farEverything I call she is "out to lunch" whether it's 9am or 2pm regardlessMy meds manager left the practice and they never contacted me and they cut off my prescription refills until I see the new person in charge of my account by the name of HeatherHeather's easiest appointment apparently is months away bit yet I called as a "new" patient because I had a feeling they were avoiding me and of course they have an available slot this week!! Other times they will put me on hold for very or minutes until I give up waiting, which seems to be their gameThese people are very unprofessional and DO NOT care for thier patientsApparently I missed one script pickup because they told me they would be open Thursday and they were closed and I am a problematic patient! I would urge anyone needing real treatment for a real issue avoid this place at all costs! I also work night shift and called to change my appointment once through the answering service and was told they would get the message but I would have to call back to schedule a new appointmentThen they charged me for not cancelling and I was treated like a criminal because of this

We received your complaint with ID# *** Please be advised that in no way was this patient doubled billed nor was BCBS doubled billed for servicesThis particular account may be covered by an HRA plan but after the insurance explanation of benefits posts the patient will be send a bill for any
remaining balanceThe HRA plan pays with a lag and thus the patient was sent statementsWhen the patient had a credit on the account we issued a refund to the name on the account and the check went uncashed for several monthsThe complainant reported that she was too busy with her children and did not know how to cash the check nor had time to get to the bankShe further stated she would "give back" the check as payment on the account because at this point in time a balance was on the accountComplainant returned the original refund check to us on 8/25/that was originally issued on 6/22/She also informed owner that if any credits exist on said account to leave them on the account and not issue them as she did not have time to cash refund checks and facility could leave credit on account and billing department could pullfrom said credit as needed.Clearly this is not the information that has been relayedThis client was also never threatened with collections activity.To further clarify, we do bill patients for balances owedIf there HRA later pays for outstanding balances, we would (as *** did) verify we received said payment, and verify if then a credit or balance still remains on the account (which was done)The information contained in this statement is not accurate and poorly reported to slander the facilityIn addition, if refund checks were issued in June and patient returned them in August it does speak to us addressing said issue so the statement "confronted Mind and Body about this to no avail" is absolutely incorrect.In addition, the amount of the refund check was for $and thus I am not sure what amount the $would encompass.Ms***'s desired settlement is "corrected billing"However, her billing has never been incorrectShe has also requested no further contact which we will use this information as her request to terminate services as she stated she would be "taking her business elsewhere

This letter is in response to the most recent complaint from a Ms*** ***I believe there are several inaccuracies in the reporting billing and statement of factsMs*** has a *** *** *** *** plan along with a health reimbursement accountThere is a lag time between when her insurance carrier pays and when her health reimbursement fund paysIn this specified lag there are bills that are generated from our system to the member, not just Ms*** but for any client owing a balanceWe are inagreement that Ms.*** has issued payment well as her health reimbursement accountDuring times there have been credits on Ms***'saccowit for which we have issued refundsWe have never tried to double bill or withhold monies from Ms***.As far as the cancelled prescription, it was at Ms***'s request in her initial complaint dated September 1, under desired settlement "no further contactI will be taking my business elsewhere".In addition, we provided a response to the initial complaint dated September 14, that we would cancel all future appointments and prescription refills at her requestI am unsure why Ms*** would not have received our correspondence until after she arrived at the phannacy to fill the prescriptions on September 25th.Further, if Ms*** asked for no future contactIam unclear why she would think we would leave open prescription refillsWe cannot provide medication for a client no longer in our care and her letter made it clear she was "'taking her business elsewhere".It is routine and customary to cancel any open refills for any patient when they terminate servicesThis was not action taken against this particular child patient nor done in retaliationThis action wu taken at the request of child's mother and conveyed to mom in the response letterIf the mother would have contacted the facility and explained that she needed another prescription until she got into another provider we could have reviewed that requestThe mother at no time asked for this reconsideration.When a patient terminates care from a facility and requests "no future contact", this is not deemed patient abandonmentI am more than happy o allow Division of Professional Regulations to review standard of care proceduresI am Confident it does not entail allow open refills for patients no longer under our care.Moving forward, we would be happy to forward the clients records to another provider and/or facilityWe do require a valid records release to be completed and fees may apply, per Delaware records law

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.First, thank you for this opportunityI was in a tough position and really didn’t know where else to turn for helpYou will see, from the attachments that I have provided, that the last invoice I received from Mind and Body was dated 08/25/It includes charges for three services: $for 07/10/15, $for 07/28/15, and $for 08/21/The sum of these charges is $You will also see that I have handwritten notes documenting information that I obtained on a phone call with *** at *** *** *** *** (BCBS) at 11:50am 08/17/(and later *** at BCBS at 1:05pm 09/25/15), regarding the HRA check numbers and payment dates that correspond to these charges in fullThe amounts were paid in full by BCBS on 07/16/15, 08/03/15, and 08/25/15, respectivelyI have provided BCBS documentation, which I obtained from my online account, to support my notes
It is important to note that the first two payment dates precede the 08/invoice by weeks and weeks, respectivelyIt is also important to note that *** at Mind and Body informed BCBS on 08/17/during the 11:50am call with *** that she had records of the 07/and 08/payments because this acknowledgement precedes the last invoice that I received by over a weekIt is further important to note that Samantha at Mind and Body informed me separately on a 9:30am call that same morning that she did not have payment from BCBS and that Mind and Body would take me to collections if I refused to payThis is why I contacted you for helpWhen I received this invoice, I knew that Mind and Body had admitted to BCBS that they had the payments, even though they continued to tell me that they did not have themThis was now the second or third time that Mind and Body had tried to get me to pay on top of the BCBS funds for these servicesThe invoices began in early August, which is why I had reached out to BCBS on 08/
As for the check refund that Mind and Body mentioned, there is some falsification in the report; however, I am not concerned with this because the refund is tied to a service that dates back to FebruaryThe concern that I had at the time was that they had written the refund check out to my child, but it had been resolved to my knowledgeThis matter was nowhere in my mind when I reached out to you for help because I considered it to be closed
Unfortunately, since the time that I reached out to you for help regarding the July and August services, Mind and Body has retaliated against me and has cancelled all of my child’s prescription refillsIt is a shameMy child is innocent in all of this, and her health has been jeopardized by a capricious decision on their partI had no idea they had cancelled her prescriptions until I went to get them refilled on 09/The pharmacy had to tell me, and my child had only a few days left of her medicationsWhen I was left to find a medical professional who could help my child avoid a lapse in medication, I was told by more than one professional that what Mind and Body did is, in fact, illegalIt constitutes patient abandonmentI was advised to take the matter to Consumer Protection and the Division of Professional Regulation; I have made those contacts, to alert them of the abrupt and unannounced prescription refill cancellation involving my childIt is my understanding that BCBS is pursuing their own complaint with Mind and Body over the prescription cancellation, as well
Truly, I have no wish to slander Mind and Body, despite the suggestion otherwiseThey were an integral part of my child’s health until recently, and I owe them a debt of gratitude for thatIt was very disappointing to have this recent experience because I knew it would mean a change in my child’s healthcareI never wanted that, and neither did my childPlease know that I wish things could have been differentHowever, this experience has left me with little choice
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First, thank you for this opportunity. I was in a tough position and really didn’t know where else to turn for help. You will see, from the attachments that I have provided, that the last invoice I received from Mind and Body was dated 08/25/15. It includes charges for three services: $100.63 for 07/10/15, $60.27 for 07/28/15, and $68.93 for 08/21/15. The sum of these charges is $229.83. You will also see that I have handwritten notes documenting information that I obtained on a phone call with [redacted] at [redacted] (BCBS) at 11:50am 08/17/15 (and later [redacted] at BCBS at 1:05pm 09/25/15), regarding the HRA check numbers and payment dates that correspond to these charges in full. The amounts were paid in full by BCBS on 07/16/15, 08/03/15, and 08/25/15, respectively. I have provided BCBS documentation, which I obtained from my online account, to support my notes.
It is important to note that the first two payment dates precede the 08/25 invoice by 5 weeks and 3 weeks, respectively. It is also important to note that [redacted] at Mind and Body informed BCBS on 08/17/15 during the 11:50am call with [redacted] that she had records of the 07/16 and 08/03 payments because this acknowledgement precedes the last invoice that I received by over a week. It is further important to note that Samantha at Mind and Body informed me separately on a 9:30am call that same morning that she did not have payment from BCBS and that Mind and Body would take me to collections if I refused to pay. This is why I contacted you for help. When I received this invoice, I knew that Mind and Body had admitted to BCBS that they had the payments, even though they continued to tell me that they did not have them. This was now the second or third time that Mind and Body had tried to get me to pay on top of the BCBS funds for these services. The invoices began in early August, which is why I had reached out to BCBS on 08/17.
As for the check refund that Mind and Body mentioned, there is some falsification in the report; however, I am not concerned with this because the refund is tied to a service that dates back to February. The concern that I had at the time was that they had written the refund check out to my child, but it had been resolved to my knowledge. This matter was nowhere in my mind when I reached out to you for help because I considered it to be closed.
Unfortunately, since the time that I reached out to you for help regarding the July and August services, Mind and Body has retaliated against me and has cancelled all of my child’s prescription refills. It is a shame. My child is innocent in all of this, and her health has been jeopardized by a capricious decision on their part. I had no idea they had cancelled her prescriptions until I went to get them refilled on 09/25. The pharmacy had to tell me, and my child had only a few days left of her medications. When I was left to find a medical professional who could help my child avoid a lapse in medication, I was told by more than one professional that what Mind and Body did is, in fact, illegal. It constitutes patient abandonment. I was advised to take the matter to Consumer Protection and the Division of Professional Regulation; I have made those contacts, to alert them of the abrupt and unannounced prescription refill cancellation involving my child. It is my understanding that BCBS is pursuing their own complaint with Mind and Body over the prescription cancellation, as well.
Truly, I have no wish to slander Mind and Body, despite the suggestion otherwise. They were an integral part of my child’s health until recently, and I owe them a debt of gratitude for that. It was very disappointing to have this recent experience because I knew it would mean a change in my child’s healthcare. I never wanted that, and neither did my child. Please know that I wish things could have been different. However, this experience has left me with little choice.
Regards,

Horrible attitudes on the reception side. I have also left numerous voice messages with Lisa at the Dover office to help with an issue I'm having and she will not call back. A total of 7 voice-mails so far. Everything I call she is "out to lunch" whether it's 9am or 2pm regardless. My meds manager left the practice and they never contacted me and they cut off my prescription refills until I see the new person in charge of my account by the name of Heather. Heather's easiest appointment apparently is 2 months away bit yet I called as a "new" patient because I had a feeling they were avoiding me and of course they have an available slot this week!! Other times they will put me on hold for very 25 or 30 minutes until I give up waiting, which seems to be their game. These people are very unprofessional and DO NOT care for thier patients. Apparently I missed one script pickup because they told me they would be open Thursday and they were closed and I am a problematic patient! I would urge anyone needing real treatment for a real issue avoid this place at all costs! I also work night shift and called to change my appointment once through the answering service and was told they would get the message but I would have to call back to schedule a new appointment. Then they charged me for not cancelling and I was treated like a criminal because of this.

Review: I am concerned that Mind and Body may be abusing my insurance HRA funds. Highmark BCBS has paid all services in full since 07/01/15 using my standard distribution plus my HRA distribution. I can provide documentation to support this, if you need. BCBS joined me on a call with [redacted] at Mind and Body at 9:15am on 08/17/15 to press Mind and Body to explain why they were double billing me and threatening to take me to collections over the charges that BCBS already paid through the HRA. [redacted] didn't know I was on the line. She admitted to BCBS during the call that she had records of the HRA checks there at Mind and Body. BCBS later gave me the check numbers for my own protection. As of 08/25/15, Mind and Body is still sending me a separate bill for all of these charges, claiming that they did not receive the HRA insurance payments.. as I said, they didn't know I was on the call with them and BCBS when they admitted they had the HRA checks. I notified BCBS on 08/31/15 that Mind and Body was still double billing me for the charges that BCBS paid, but, since BCBS already confronted Mind and Body about this to no avail, I thought I should involve the Revdex.com for solution. Thank you.Desired Settlement: Corrected billing, followed by no further contact. I will be taking my business elsewhere.

Business

Response:

We received your complaint with ID# [redacted] Please be advised that in no way was this patient doubled billed nor was BCBS doubled billed for services. This particular account may be covered by an HRA plan but after the insurance explanation of benefits posts the patient will be send a bill for any remaining balance. The HRA plan pays with a lag and thus the patient was sent statements. When the patient had a credit on the account we issued a refund to the name on the account and the check went uncashed for several months. The complainant reported that she was too busy with her children and did not know how to cash the check nor had time to get to the bank. She further stated she would "give back" the check as payment on the account because at this point in time a balance was on the account. Complainant returned the original refund check to us on 8/25/2015 that was originally issued on 6/22/15. She also informed owner that if any credits exist on said account to leave them on the account and not issue them as she did not have time to cash refund checks and facility could leave credit on account and billing department could pullfrom said credit as needed.Clearly this is not the information that has been relayed. This client was also never threatened with collections activity.To further clarify, we do bill patients for balances owed. If there HRA later pays for outstanding balances, we would (as [redacted] did) verify we received said payment, and verify if then a credit or balance still remains on the account (which was done). The information contained in this statement is not accurate and poorly reported to slander the facility. In addition, if refund checks were issued in June and patient returned them in August it does speak to us addressing said issue so the statement "confronted Mind and Body about this to no avail" is absolutely incorrect.In addition, the amount of the refund check was for $138.85 and thus I am not sure what amount the $229.83 would encompass.Ms. [redacted]'s desired settlement is "corrected billing". However, her billing has never been incorrect. She has also requested no further contact which we will use this information as her request to terminate services as she stated she would be "taking her business elsewhere