The Pat Moore Foundation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I went to this location to seek treatment, and it was too negative of an environment to stay in Like I said, there was too much verbal abuse and no accommodation for disability I need a refund as I was not discharged and I had to bring my own food Please let me know the next stepsThank you Regards, [redacted] ***

I went to the Pat Moore Foundation, to get help in my recovery What I found was a place that encourages anger and often, chaos The clients are allowed to steal and anger was frequently justified by counseling staff I felt unsafe when I was verbally attacked by a mentally unstable client and had no access to phoneThe groups are only movies, and there is no consideration for disabilityNutrition is highly lacking as well
I feel an investigation would be best for this businessThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Please accept the following as our written response with respect to the above referenced ID number your provided in your June 10, 2016 letter addressed to the Pat Moore Foundation.This client was discharged from our facility for throwing a drink at another client.  With regards to attending and...

participating in treatment groups, the client walked out of almost every one within 10 minutes of the group starting.  This client consistently exhibited a negative attitude towards her peers and staff, and her behavior became unmanageable for our treatment setting. Therefore, and along with the final above described incident, we were forced to discharge her with referrals, as we can not ever tolerate aggressive behavior towards others clients.We are licensed and certified by the state of California and recently underwent an audit by the Department of Health Care Services.  Our clinical team holds certifications with oversight by a masters level clinician. We adhere to a strict treatment schedule that all clients must participate in.  Treatment clients have access to phones outside of groups, which is after 4pm.  We provide 3 meals daily, as well as snacks, fruit and daily salad bar at both lunch and dinner times. The clients are also provided with a refrigerator, coffee maker and microwave oven in their room with access to commissary items twice a week.We pride ourselves on doing our best for each and every client that comes to Pat Moore Foundation and we believe that it is our responsibility to provide a safe and nurturing environment for all.Should you require additional information, please do not hesitate to contact either myself or [redacted] Program Director

March 16, 2015Revdex.com4747 Viewridge Avenue #200San Diego, CA. 92123-1688RE: COMPLAINT ID# [redacted]Dear [redacted],In response to the letter in which was sent on- March 3, 2015 from the Revdex.com. We would like to explainthat Mr. [redacted], with whom the letter was written to is...

presently on a leave of absence. Theadministrative office only received it on March 11, 2015. We would like to immediately respond to thecomplaint.As we read the complaint, it states that the family of the adult client with whom paid the fees for theirson to receive services from Pat Moore Foundation, requested an invoice on several occasions with "noresponse" from specifically "[redacted]". This is incorrect, we have sent an invoice in which we send for allprivate pay clients on at least three occasions to the family of the client. They responded that theyneeded an invoice to submit to the client's insurance company with procedure codes, itemizing each dayand federal tax ID #for our facility. Basically a claim form for the insurance company. At which time [redacted]explained to the mother that we don't provide these types of invoices for private pay clients. When theclient admitted to our facility, it was explained to the family prior to admission, that we could not bill hisspecific insurance, however we could reduce the fees for them on the private pay rates, in which we did.It was agreed that we would not be running this through insurance and t hat we would provide a privatepay invoice and offered them a $1300 reduction in fees. After t he client discharged we received severalphone calls from the Mother of the client requesting an insurance claim form, we explained we couldonly provide her with an invoice and on that invoice we included the requested codes, day rates andfederal tax ID #.The mother received and said insurance would not except, we explained again that thiswas not an insurance client and because fees were collected privately and reduced this was all we couldprovide. Then the calls stopped and almost a year and a half later the father called two maybe threetimes the past month and half. [redacted] took the call both times and stated to the father that we hadalready sent the invoices that were requested by his wife in 2013. [redacted] stated that she had to pull thefile to look into it as far as she knew this was taken care of. Pat Moore Foundation does not store files atur administrative office, they are kept in a storage facility and we would need to submit for the file tobe un-archived. In addition, this client has peen to our facility on three occasions over the past 2.5 years.About 3 months ago the client called and wanted to readmit to our facility and we e~plained again thatwe werE:! not able use his insurance, we offered to provide referrals offacilities that could possible workwith his insurance or we could again reduce our fees to try an assist them financially. Shortly after iswhen the father called to request this invoice that had already been handled through his wife about ayear and a half ago. We always want to provide families with invoices or try to assist helping to keep thecosts to a minimum. I could send you copies showing you that we have sent a reimbursement check tothis family, we have sent an invoice each time-their son was in our facility and we have alwayscommunicated With them. I'm not sure "why'' they would insinuate that we have not made theirrequests a priority, we have, and this invoice is a year and a half old and was absolutely taken care ofafter services were rendered. In conclusion, after the length of time this client had discharged we justrequested additional time to pull the file from archive.We are still willing to provide another copy of the private pay invoice, and will honor the request thatwas made in February 2015. We will mail another copy of the requeste(:l invoice today 03/16/2015.We thank you for allowing us the opportunity to provide our side of the story, if you would like torequest additional information allowing us to prove that we have a1ways communicated with this familyand have always provided requested information.Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I went to this location to seek treatment, and it was too negative of an environment to stay in.  Like I said, there was too much verbal abuse and no accommodation for disability.  I need a refund as I was not discharged and I had to bring my own food.  Please let me know the next steps. Thank you.
Regards,
[redacted]

Review: Business has refused to provide detailed documentation needed to file health insurance claim for reimbursement of payment made up front to the business. I paid for services rendered to my adult son and am assisting him to file health insurance claim. Representative ([redacted]) has repeatedly and consistently told me that she "will call me back once she looks up the records", "it's been really hectic", "I will pull the file right now and call you back today" (all are exact quotes from her) etc. But she has never once called me back and it is clear to me that she is putting me off with no intention whatsoever of providing the requested documentation. Business insisted on full payment prior to rendering of services and also refused to file insurance claim on our behalf. They got their money and I have no means of seeking entitled reimbursement.Desired Settlement: That the business send me the requested documentation in sufficient detail so as to be able to file a health insurance claim for reimbursement of covered services.

Business

Response:

March 16, 2015Revdex.com4747 Viewridge Avenue #200San Diego, CA. 92123-1688RE: COMPLAINT ID# [redacted]Dear [redacted],In response to the letter in which was sent on- March 3, 2015 from the Revdex.com. We would like to explainthat Mr. [redacted], with whom the letter was written to is presently on a leave of absence. Theadministrative office only received it on March 11, 2015. We would like to immediately respond to thecomplaint.As we read the complaint, it states that the family of the adult client with whom paid the fees for theirson to receive services from Pat Moore Foundation, requested an invoice on several occasions with "noresponse" from specifically "[redacted]". This is incorrect, we have sent an invoice in which we send for allprivate pay clients on at least three occasions to the family of the client. They responded that theyneeded an invoice to submit to the client's insurance company with procedure codes, itemizing each dayand federal tax ID #for our facility. Basically a claim form for the insurance company. At which time [redacted]explained to the mother that we don't provide these types of invoices for private pay clients. When theclient admitted to our facility, it was explained to the family prior to admission, that we could not bill hisspecific insurance, however we could reduce the fees for them on the private pay rates, in which we did.It was agreed that we would not be running this through insurance and t hat we would provide a privatepay invoice and offered them a $1300 reduction in fees. After t he client discharged we received severalphone calls from the Mother of the client requesting an insurance claim form, we explained we couldonly provide her with an invoice and on that invoice we included the requested codes, day rates andfederal tax ID #.The mother received and said insurance would not except, we explained again that thiswas not an insurance client and because fees were collected privately and reduced this was all we couldprovide. Then the calls stopped and almost a year and a half later the father called two maybe threetimes the past month and half. [redacted] took the call both times and stated to the father that we hadalready sent the invoices that were requested by his wife in 2013. [redacted] stated that she had to pull thefile to look into it as far as she knew this was taken care of. Pat Moore Foundation does not store files atur administrative office, they are kept in a storage facility and we would need to submit for the file tobe un-archived. In addition, this client has peen to our facility on three occasions over the past 2.5 years.About 3 months ago the client called and wanted to readmit to our facility and we e~plained again thatwe werE:! not able use his insurance, we offered to provide referrals offacilities that could possible workwith his insurance or we could again reduce our fees to try an assist them financially. Shortly after iswhen the father called to request this invoice that had already been handled through his wife about ayear and a half ago. We always want to provide families with invoices or try to assist helping to keep thecosts to a minimum. I could send you copies showing you that we have sent a reimbursement check tothis family, we have sent an invoice each time-their son was in our facility and we have alwayscommunicated With them. I'm not sure "why'' they would insinuate that we have not made theirrequests a priority, we have, and this invoice is a year and a half old and was absolutely taken care ofafter services were rendered. In conclusion, after the length of time this client had discharged we justrequested additional time to pull the file from archive.We are still willing to provide another copy of the private pay invoice, and will honor the request thatwas made in February 2015. We will mail another copy of the requeste(:l invoice today 03/16/2015.We thank you for allowing us the opportunity to provide our side of the story, if you would like torequest additional information allowing us to prove that we have a1ways communicated with this familyand have always provided requested information.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,