University Hospitals of Cleveland

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 100.00 was paid for medical records previously. I do not accept your resolution.

Regards,
[redacted]

Better Business...

Bureau:
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 was closed on August 25, 2017, after medical, nursing, and quality professionals reviewed the medical records and determined that all care rendered was implemented appropriately according to protocol, guidelines and standards of care. This was communicated to the patient.**'s response is inadequate as they have made a determination without any counter discussion from me.  ** did not answer the following questions regarding my case:1) Why was I told that I had a [redacted] when clearly my 2nd [redacted] result was perfectly normal?2) Why wasn't there a qualified cardiologist on call to make a proper assessment of my normal [redacted]?3) Why was I charged for four (4) [redacted] when only three (3) were supposed to be performed?4) Why have I not been able to discuss this in person with anyone who has the authority to deal with my concerns?Had a correct determination of my 2nd [redacted] been made and I was not erroneously told that I "had an [redacted]", I would have never been sent, nor agreed to have been placed under observation at [redacted] thereby incurring an excessive bill for that.Note that even the EMS driver saw that my [redacted] was normal and so did the initial nurse at [redacted].  Finally, when the cardiologist arrived, he told me that there was no reason for me to have been sent to [redacted].Furthermore, it's been impossible for me to talk to someone at ** to discuss this issue.  I have always been given a unilateral one sided response (such as the above response from **).  I am not asking for much, especially considering my insurance has already paid the bulk of the fees (also I have already spent hundreds of dollars in doctor bills for this one episode.  We can probably resolve this simply with a phone call with someone who has the authority to adjust my bill and that will be much simpler for both parties than me having to pursue legal action against ** via small claims court.  [redacted]     
Regards,
[redacted]

I review this account for Mr. [redacted] I had the appropriate departments look at his complaint. I looked at the physician bill and the facility bill. I found there were 2 dates of service for the facility billing. 1) Date of Service 1/12/15 for $6,438 and 2) Date of service 1/22/15 for $4,434 and...

3) Date of Service 1/22/15 for $687 for the physician bill.  Accounts were adjusted/scored as medically indigent which is a charity adjustment.   Per UCB below accounts will not be on the credit report.

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.In my previous message, I wrote below:"There is no law to forbid me to take physical exam less than 12 months interval. I just wanted to move my annual physical exam to summer. If there is  a rule at UH which require patient to take physical exam at least 12 months after previous one, no one told me that when I called to make appointment and no one noticed me when I visited the Doctor. If my insurance policy has this rule, I would like to take my own responsibility."UH did not answer above message.Previously, UH always emphasized that I was not eligible for routine check. Now UH are saying I was there for specific problem to be dealt with.  I would like to know what's the problem I had for visiting Dr. office. Again, I was NOT sick at the time and did not feel any uncomfortable with my body. I clearly requested preventive care service when I called the appointment. You can NOT change the service type without my approval.If patient request surgery on knee, can Dr./hospital do surgery on heart without any communication with the patient?  Where is the transparency? TRANSPARENCY!!! TRANSPARENCY!!!
Regards,
[redacted]

We have adjusted $6,423.83 for date of service 1/12/15, $4,424.04 for date of service 1/22/15. This is a total of $10,847.87 for the facility bill.  We have adjusted $687.00 for date of service 1/22/15 This adjustment was for the physician bill. Your total adjustment for both the facility and physician bill was $11,534.87.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I do not understand what the patient wants. They referenced a payment of $100.00. The cost for this physician’s medical records is $24.00. The office stated they did not receive the proper request from the patient or the attorney to process the request for these records.
 
The office staff was reprimanded for her actions as stated in the last email.
 
Please let me know what we are missing. Please be more clear what the patient wants.
 
[redacted]
Manager Revenue Cycle
University Hospitals Physician Services
Customer Services Center
20800 Harvard Rd.
Highland Hills, OH 44122
T 216-[redacted] F 216-[redacted]
Mail Stop #CSC-0030

From: C[redacted], Sherry <Sherry.C[redacted]@uhhospitals.org>Date: Thu, Feb 18, 2016 at 8:26 AMSubject: ExportComplaints Case # [redacted]To: "[email protected]" <[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 balance. We 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 know. Again, please except our most deepest apologize for this error. ThanksSherry

Good Morning.I have a phone number and email for the patient to contact. The PHR does not fall under my area. I did find an email and phone number for contacting the IT Department for this service.TECH SUPPORT888-670-9775 - Monday thru Friday 8am - [email protected] I hope this...

helps the patient in resolving his issue. Thank you!

This was closed on August 25, 2017, after medical, nursing, and quality professionals reviewed the medical records and determined that all care rendered was implemented appropriately according to protocol, guidelines and standards of care. This was communicated to the patient.

I reached out to the office regarding Complaint ID #[redacted]. I have attached their response below:
The patient called and requested copies of her medical records for her attorney. Our medical records person told the patient that her attorney would need to request records and send payment before...

they could be sent.  The attorney’s office sent the request. Our medical records person sent them our fee for service along with medical records release. She did not receive the payment or the medical release.  When the patient came into the office on 7/6/15 and requested her medical records from the doctor, he told her to call the office to get  her records. The patient called the office. She was told that she needed to sign a medical release to get copies of her records. She became upset and threatened to come down to the office and that it would take security to pull her off the office representative. The representative put her on hold and talked to the medical records person about the patient.  The medical records person tried talking to the patient to see what she needed.  The patient was yelling at the medical records person and hung up the phone. We have not received a medical release from the patient or her attorney. We would be happy to give the patient all of her records when we receive the required signed release form.  The representative also tried to help the patient pull up her records on UHCare but the information the patient wanted was not on there. I am not sure if the patient received her records from the main medical records office because she mentions a fee of $100. Our fee for medical records that sent to her attorney is $24. I have spoken to our office representative about this situation and recommended professional ways to respond to patient requests. I also asked that when she has a patient that is making threatening remarks on the phone to bring that to my attention so that I can reach out to the patient to assist.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The refund check was received Friday, March 9th. Thank you.
Regards,
[redacted]

April 10, 2017 To:       Revdex.com Dispute Resolution Specialist Re:       Patient complaint #[redacted] – Rebuttal This responds to the patient’s rebuttal filed with the Revdex.com on 03/30/2017 and received by our office on 03/31/2017. 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 01/23/2017.  However, we should also mention that the patient received the ODJFS form prior to scheduling her appointment for a physical examination. As 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 01/23/2017.  However, the patient provided no such records at check-in or 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 examination. As 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 03/14/2017 and in UH’s 03/29/2017 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.

Due to an Accounting error this refund was not submitted to Ms. Z[redacted] timely. ON 2/23/2018 this refund was approved by the University Hospitals Customer Service Revenue Cycle Department. However this refund check in the amount of $445.84 was not issued by University Hospitals Accounts...

Payables Department until 3/5/2018. I have Ms. Z[redacted] contact number and will call her on 3/12/2018 to ensure that she is in receipt of the refund check.

I had the physician's notes reviewed for date of service 8/14/15 by a coding supervisor. He was not there for his annual physical. His last physical was on 12/17/14; therefore, he would have been 4 months early. The insurance will only pay for 1 physical per year. The patient would need to...

wait until 12/17/15. I would be happy to send a copy of the physician's notes to Mr. [redacted] for him to review.I apologize for any inconvenience the patient has encountered. If he would like to discuss his account further, he can call 216-383-0100.

Revdex.com:I still do not concur with University Hospital explanation of what has occurred.  100.00 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[redacted]s in medical records.  I was at Dr. S[redacted]'s office and I was not told that I need to fill out a medical release form, I contacted patient advocacy at both Ahuja and 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[redacted]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 Dr. S[redacted]'s office and not for the hospital I would have, had I been told that I only need to pay 24.00 I would have but I was told 100.00 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 9.00 dollars for records for Dr. H[redacted] that was not in the file that I paid 100.00 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 100.00 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]

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