TV 67, Inc.

I am writing to you in regards to the services rendered at the *** *** *** *** on April 20th, 2016; reported to the Revdex.com of HawaiiThe incident involved an outstanding balance not covered by your health insu*** company after having paid a copay amount.The staff
member stated that your copay would only be $20.00; however, because your deductible hadn’t been met as required by your health insu*** company, an outstanding balance remainsMy staff members have been coached on how to properly address similar situations in the future.The Queen’s Medical Center *** *** strives to provide excellent customer service and patient care every dayAs a gesture of good will, we are applying an administrative adjustment to the accountYou should receive a statement in the near future to reflect the adjustment made as well as being able to see it on MyChartPlease feel free to contact me, if you have any further questio

Dear Ms***:Your complaint to the Revdex.comof Hawaii was referred to me for review and response We apologizefor the delay in reviewingyour account and responding to you.In regards to your account***, Queen's billedyour insurance, *** and receivedinsurance payment of
$5,on June 3, which indicated coinsurance of $ Also, paymentreceived from *** (for takehome drugs) indicated $drug co pay.In regards to your account***, Queen's collected a payment of $onJune 11, for servicesrendered based on an estimatedcoinsuranceQueen's billedyour insurance, *** and receivedinsurance payment of$1,on June 24, which indicated deductible amount of $andcoinsurance of $ Current balance on this account$236.50.QMC account recordsindicate that lettersmailed and returnedmarked "Moved, left no forwardingaddress." Callsto the telephone number on the accounts
received "no answer" and number "invalid."We have confirmedwith our CentralBilling that no certified letterwas receivedUnfortunately, due to no responseand no payment received, both of these accounts were assigned to *** *** ***, which is the course of our collection process Account *** was assignedto *** on November 13, and account *** was assigned to *** on December 11,2010.*** ** *** ** *** *** *** *** *** **
*** *** *** ** *** *** ***THE QUEEN'S MEDICAL CENTER -------------*** * *** *** * *** *** *** ** * *** *** *** * * * *** *** *** * ***I have attached a letter mailedto you on May 30,for account ***Also enclosed are copies of statements mailedto you on June 25, for
account *** and on July 28,for account *** Also enclosed are itemizedstatements for both accounts for your reference.Please contact me to furtherdiscuss your accountbalances and make payment arrangements.We would like to thank you for taking the time to bring this situation to our attention, as it providesus the opportunity to evaluateand improve our services topatients.Sincerely,Odetta M***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank You Very Much,
*** ***

See attached.

Complaint: [redacted]
I am rejecting this response because: in the letter to me from Queen's Medical Center [redacted], it says, "As a gesture of good will, we are applying an administrative adjustment to the account."  I have no idea exactly what this so-called "adjustment" is, and I have not received any correspondence in the mail specifying what it is either.  As a result, I am going to have to reject the business's response.  When I do receive some kind of proof that my overall balance with the hospital has been zeroed out, I will accept their response. 
Thank You,
[redacted]

We have addressed Mr. [redacted]’s issues of concern, and his account was adjusted to reflect a zero balance for his April 20, 2016 visit to our Imaging Department.  An updated billing statement reflecting the adjustment was provided to Mr. [redacted] for his records.Again, our staff members have been coached on how to properly address similar situations in the future, and we sincerely apologize for Mr. [redacted]’s dissatisfaction.

Dear [redacted]:Your complaint to the Revdex.com of Hawaii was referred to me for review and response.  We apologize for the delay in responding back to you timely. Your complaint states that the payment you made on the date of service was more than your insurance says you were...

responsible for.After review of your account we confirmed that QMC billed your insurance, [redacted] and received two separate insurance payments totaling: $2191.33 and [redacted] determined your coinsurance to be $386.72.  QMC has received your payment of $386.72 on January 22, 2015.$1,631.40 (11/28/14) Coinsurance due $287.90$559.93 (12/12/14) Coinsurance due $98.82Your account balance is zero and there is no refund due back to you because your payment was applied to the coinsurance amount.  Please feel free to contact me if you have any further questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10727800, and find that this resolution is satisfactory to me if the mentioned adjustment to the account is an adjustment to $0...
Sincerely,
Dean S[redacted]

Dear Ms O[redacted], Thank you for allowing us the opportunity to look into your concerns related to your experience with The Queen’s Medical Center. Again, thank you for bringing your concerns to our attention. Our goal at The Queen’s Medical Center is to provide the best possible clinical...

care coupled with compassionate service to all of our patients. When this is in question, we appreciate the opportunity to review our practices in order to determine how and where we can improve. I hope you will find some comfort and reassurance in the knowledge that your concerns were looked into and are sorry to hear about your experience. To review your concerns: you identified you felt you were admitted under false accusations and was held under a psychiatric hold. Once cleared for discharge, you felt you were kicked out to go home on your own or go to a shelter. When trying to find a way home, which was on the mainland, you realized your phone was not charged and you were denied the ability to charge your phone and had to sit outside for over three hours in the heat. You felt staff was rude, not honest with you and your family. You also discussed being told you would get medication and other items to help with pain control which you never received. When you asked to come back into the hospital, you were not allowed back in even though the staff told your parents you were offered to come into the hospital after being discharged. You also were not given any food while in the hospital and described your stay as horrible. First of all, I am glad to hear you were able to get home safely. I was very sad to hear the many concerns you had while you were in our hospital. Your concerns were taken seriously and were forwarded to the manager of the emergency room to be investigated and followed up on. We have identified some areas to be addressed related to communication, follow through, and overall patient experience. We sincerely regret that your experience was not positive. I thank you again for the opportunity to review your concerns and learn from your experience. Please do not hesitate to call me, Joan P[redacted] at 808-[redacted] or email me at [redacted]@queens.org for any future needs. Sincerely, Joan P[redacted], APRN-CNS, RN-BC Patient Relations, Clinical Coordinator