University Hospitals of Cleveland

From: C [redacted] , Sherry Date: Thu, Feb 18, at 8:AMSubject: ExportComplaints Case # [redacted] To: "[email protected]" This is our last response to patient See below Good morning Mr [redacted] Your wife account balance is now at zero We do apologize for the error Unfortunately, the Lock Box you sent the payment was closed and those payment were not applied appropriately to accounts Your payment was in an unallocated file Which has been retrieved and applied to the balanceWe do care very much about our patient and their concerns, we do apologize this was not done in a more timely manner to resolve your payment issue.If we can be of any further assistance please let me knowAgain, please except our most deepest apologize for this errorThanksSherry

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 The company is glossing over the fact that: I turned in my personal form approximately minutes prior to being seen by a PAI should have been notified at that time that their location was unable to fill it out as I requested upon entryThe PA never told me to take any form to my PCP because I don't have one and would have informed her of that had that been her recommendationSo this is a completely made up scenario that UH is using to prevent refunding my feeHad I gotten my form, this wouldn't even be an issueWhen I spoke to the Manager of UH Streetsboro on 1/24/17, I told him to have my form completed and insert N/A for the mental health questions and I can have a Therapist (not a PCP) submit a separate formI was never contacted about getting records in regards to my MMR shot as that was done with a Pediatrician and not at the Health DepartmentThose records could have been retrievedI am not denying that I received careBut UH took my form PRIOR to taking my money and providing any care only to tell me they can't fill out my formThey are ignoring the FACT that my form was given to the receiptionist BEFORE any contact with a PAI should have been notified AT THAT TIME that what I need could not be providedI would have gone elsewhere with my money to get a physical doneUH fraudulently took payment knowing my form could not be completed prior to giving careNotice, I said PRIOR to giving careI will provide a definition of the word prior if neededClearly UH is joing the trend of using Alternative Facts because half of their response was filled with new and absolutely incorrect informationI hope with receiving the truth for the second time, UH can understand where they went wrong in handling this situation and fix it properlyI am still willing to accept my completed form and I can submit records of my MMR vaccination as it was mandatory to get one before I went to college Regards, [redacted]

April 10, To: Revdex.com Dispute Resolution Specialist Re: Patient complaint # [redacted] – Rebuttal This responds to the patient’s rebuttal filed with the Revdex.com on 03/30/and received by our office on 03/31/UH does not dispute that the patient provided a copy of the Ohio Department of Job and Family Services form (“ODJFS form”) to a member of the physician’s office staff when she checked in for her physical exam on 01/23/ However, we should also mention that the patient received the ODJFS form prior to scheduling her appointment for a physical examinationAs such, the patient was aware or should have been aware that the ODJFS form required that UH attest to the status of the patient’s MMR immunizations Also, the patient was aware or should have been aware that her MMR immunization records were not on file with UH Accordingly, it was the patient’s responsibility to obtain the appropriate MMR immunization documentation and to present such documentation to the physician’s office along with the ODJFS form when she arrived for her physical exam on 01/23/ However, the patient provided no such records at cheor to the PA prior to her physical examination Although the patient provided the ODJFS form to the office when checking in, it was the patient’s responsibility to discuss the form with the PA prior to the physical examinationAs mentioned in UH’s prior responses, during the physical exam, the PA captured the patient’s physical assessment information and provided a copy of that data to the patient for her records As this matter has been reviewed and addressed in UH’s letter to the patient dated 03/14/and in UH’s 03/29/response to the patient’s complaint filed with the Revdex.com, UH considers this matter closed As such, we will not respond to any further inquiries on this subject

- 06/12/- Patient provided copy of medical card at POS The incorrect information was entered from the card - Patient spouse ( [redacted] ) placed call to UHMP spoke to two counselors eventually making payment of $prior to the correct insurance being billed - 09/04/- Patient called UHHS and spoke to financial counselor and requested supervisor - 09/04/- Mr [redacted] spoke with patient, updated correct insurance - 09/08/– UHHS corrected claim billed 09/08/ We are currently awaiting insurances response - 09/09/- Patient’s spouse said he expected a call back from Mr [redacted] (Mr [redacted] was out of the office) - 09/09/– Per physicians billing allow to hours $will be refunded to credit card used Mr [redacted] will give patients spouse a call to summarize the above

Business response transcribed by Revdex.com staff (**)This is not a patient of University Eye Care and Surgery for [redacted] ***, MD or [redacted] , OD

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 This is not what transpired and The office assistant T [redacted] actually laughed at me when I told her the urgency of the need of the documents I do have the documents to prove that was paid for medical records previouslyI do not accept your resolution Regards, [redacted]

Good Morning.I have a phone number and email for the patient to contactThe PHR does not fall under my areaI did find an email and phone number for contacting the IT Department for this service.TECH SUPPORT888-670-- Monday thru Friday 8am - [email protected] I hope this helps the patient in resolving his issueThank you!

Revdex.com:I still do not concur with University Hospital explanation of what has occurred was paid for my medical records I have the records I did fill out a medical release form I have a copy of that also, it was faxed to the attention of P***s in medical records I was at DrS***'s office and I was not told that I need to fill out a medical release form, I contacted patient advocacy at both Ahuand main campus they never return your phone calls This organization is very unprofessional and rude as far as the support staff I only continue to come to this hospital because I RESPECT AND LIKE MY PHYSICIANS PERIOD! Because of the back and forth with T [redacted] who is the first person that I encounter with this problem it esc***ed to a bigger mess when she was the first person who told me that she would handle whatever I needed to get the records Had I been told in the beginning that I needed to sign a release for DrS***'s office and not for the hospital I would have, had I been told that I only need to pay I would have but I was told and that was paid I have no reason to lie and I have proof to show what was paid and what I did not receive, I also had to pay an addition dollars for records for DrH [redacted] that was not in the file that I paid for and had to pay for parking when I came down to main campus to retrieve those records and I did not have to sign a release because the had the one I signed when I paid the dollars Get it together 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 Regards, [redacted]

PLEASE NOTE THAT ALL PATIENT HEALTH INFORMATION HAS BEEN REDACTED FROM THE ATTACHMENTS THAT SUPPORT UNIVERSITY HOSPITALS’ RESPONSE. March 29, 2017 This responds to patient complaint #***, filed with the Revdex.com on 03/24/and received by
our office on 03/27/2017. We reviewed our records, and our records reveal that on 01/23/2017, this patient filed a complaint with the University Hospitals Patient Care Office regarding this matter. In connection with that complaint, UH conducted an investigation, and the results of that investigation was communicated to the patient in the attached letter dated 03/14/(Attachment 1). As detailed in its response to the patient’s 01/23/complaint, the patient presented to UH’s Streetsboro Urgent Care where she requested and received a physical examination on 01/23/2017. The Physician’s Assistant (“PA”) captured the patient’s physical assessment on the attached form (Attachment 2), which was also provided to the patient on 01/23/The patient requested that the PA complete the attached Ohio Department of Job and Family Services form (“ODJFS form”) (Attachment 3)The ODJFS form required the PA to attest to the patient’s MMR immunization records and to the patient’s mental status. The patient’s MMR immunization records were not on file with UH, and on the date of the examination, the patient did not provide the PA with her MMR immunization records to support completion of that portion of the ODJFS form. As, the PA was not able to assess the mental status of the patient, the PA was not able to complete that portion of the form. The PA and the patient discussed an alternative for completion of the ODJFS form, which included the patient stating that she would take the physical assessment data and the ODJFS form to her PCP who would complete and sign the ODJFS formHaving received a copy of her physical assessment and agreeing to have her PCP sign the ODJFS form, the patient assumed the responsibility of having the ODJFS form completed. Despite the patient’s statement that she would request that her PCP complete the ODJFS form, the patient returned to the UH Streetsboro office on 01/24/and provided the staff with a copy of the attached document relating to her Tdap and Tuberculosis records (Attachment 4). However, the patient did not provide the staff with any information regarding her MMR vaccinations. The patient’s up-to-date MMR immunization records, and not her Tdap or Tuberculosis records, were required to complete the ODJFS form. At no point, during or after the physical exam on 01/23/2017, did the PA instruct the patient to return to the Streetsboro Office the next day, 01/24/2017, to have the PA complete the ODJFS formIn fact, the PA was not scheduled to return to the Streetsboro office until 01/30/2017. However, while the patient was in the Streetsboro location on 01/24/2017, the staff informed the patient that she could contact the PA at another UH location on 01/26/2017. In summary, the patient is responsible for the cost of the physical examination, as she requested and received a physical exam and was charged $75, an amount that is appropriate and accurate for the services rendered Please do not hesitate to contact me should you have any questions or require additional information from me Barbara ** E***Manager Revenue CycleUniversity Hospitals Physician Services

From: *** *** Date: Wed, Aug 24, at 2:PMSubject: Fw: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #***.To: "***@cleveland.Revdex.com.org" In regards to the attached response from UH, the phone numbers to the two financial groups I was dealing with were 216-844-the customer service to UH Case Medical Center (Hospital srvcs) and 216-383-for account questions to UH Medical Group (Physician srvcs) *** *** ***From: *** *** Date: Wed, Aug 24, at 2:PMSubject: Fw: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #***.To: "***@cleveland.Revdex.com.org" Although it was not indicated in the previous email a response was needed, I did send one I have since sent a second response today with further information for UH to follow up with...*** ***

I called the number provided and spoke with a system rep who e-mailed login information for me to reset my password I'm at work now but will try it when I get home Hopefully it will correct the problem If not, at least I now have the proper number to call to further pursue any remaining issues Bottom line: I do consider this resolved Thank you for the prompt attention to my dilemma.Regards,
*** ***

Pts explanation of benefits indicates that $was applied towards patients ED co-pay, but that he also has co-insurance on his plan
I just spoke with *** @ *** ref# ***The patient has to meet a $deductible in a calendar yearOn this claim the patient has a $
co-pay and $in coinsurance
Charges are accurate for his type of ED visitPt is not being asked to pay charges only his benefit portion of the expected reimbursement per his insurance

Tell us why here... A walker was ordered by MrM***'s physician from Buckeye Medical Supply - Durable Medical EquipmentA charge was submitted for the walker by Buckeye Medical SupplyHospitals do not bill insurance for this itemBuckeye Medical Supply was contacted at
*** We spoke to a representative by the name of *** *** *** Medicare was billed but did not pay for the walkerThe patient was billed and paid $55.24 using a credit card on 11/10/

C***, Sherry Feb 12 to yourRevdex.com, *** Good AfternoonI have reviewed the file and the bill the spouse is receiving is for his wife *** *** for date of service 10/28/ Yes the patient is receiving a bill for the balance of $ If
the patient has paid this balance, please provide a copy of the check front and back. We do apologize for any inconvenience this has caused you… ThanksSherry

Your complaint was assigned ID *** A shipment arrived Saturday, August 29th...this issue has been resolved. Thanks

Good Morning, I do apologize for all of the issues you have experienced with my departmentIt is our goal to make the patient experience a pleasant one I have spoken to Pam to make sure your issues have been resolvedShe has assured me they have I will be speaking to each person
that handled your account to discuss the response time and lack of urgency after your second call. I would like you to offer a personal contactPlease call Pam directly if you should have any other questions or concernsHer direct number is 216-358-

I have spoken to *** *** regarding her complaintShe now remembers being at the Mentor Urgent CareWe had her father’s address for billing purposes; which I explained to her
Also we have gotten her correct insurance information and are going to bill the insuranceWe now have the
patients correct mailing address so if there is a balance after insurance pays we will be able to bill to the correct address
Thank you
***

Business response taken over the phone by Revdex.com staff (**) Barb E*** offered the consumer a personal contactPam is able to address both concerns referenced in the consumers complaint effectivelyPlease call Pam directly if you should have any other questions or concernsHer direct number is 216-358-

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.
The company is glossing over the fact that: 1. I turned in my personal form approximately 30 minutes prior to being seen by a PA. I should have been notified at that time that their location was unable to fill it out as I requested upon entry. 2. The PA never told me to take any form to my PCP because I don't have one and would have informed her of that had that been her recommendation. So this is a completely made up scenario that UH is using to prevent refunding my fee. 3. Had I gotten my form, this wouldn't even be an issue. When I spoke to the Manager of UH Streetsboro on 1/24/17, I told him to have my form completed and insert N/A for the mental health questions and I can have a Therapist (not a PCP) submit a separate form. I was never contacted about getting records in regards to my MMR shot as that was done with a Pediatrician and not at the Health Department. Those records could have been retrieved. 4. I am not denying that I received care. But UH took my form PRIOR to taking my money and providing any care only to tell me they can't fill out my form. They are ignoring the FACT that my form was given to the receiptionist BEFORE any contact with a PA. I should have been notified AT THAT TIME that what I need could not be provided. I would have gone elsewhere with my money to get a physical done. UH fraudulently took payment knowing my form could not be completed prior to giving care. Notice, I said PRIOR to giving care. I will provide a definition of the word prior if needed. Clearly UH is joing the trend of using Alternative Facts because half of their response was filled with new and absolutely incorrect information. I hope with receiving the truth for the second time, UH can understand where they went wrong in handling this situation and fix it properly. I am still willing to accept my completed form and I can submit records of my MMR vaccination as it was mandatory to get one before I went to college. 
Regards,
[redacted]

-          06/12/2015 - Patient provided copy of medical card at POS.  The incorrect information was entered from the card.
-          Patient spouse ([redacted]) placed call to UHMP spoke to two...

counselors eventually making payment of $175.00 prior to the correct insurance being billed.
-          09/04/2015 - Patient called UHHS and spoke to financial counselor and requested supervisor.
-          09/04/2015 - Mr. [redacted] spoke with patient, updated correct insurance.
-          09/08/2015 – UHHS corrected claim billed 09/08/2015.  We are currently awaiting insurances response.
-          09/09/2015 - Patient’s spouse said he expected a call back from Mr. [redacted] (Mr. [redacted] was out of the office)
-          09/09/2015 – Per physicians billing allow 24 to 48 hours $175 will be refunded to credit card used.
 
Mr. [redacted] will give patients spouse a call to summarize the above.