The following points were found:Point #1: Complainant believes that the wrong medication was dispensed.Medication was dispensed correctlyDue to a different manufacturer providing the medication, the medication was a different appearance than what had previously been dispensedThis occurs
routinely and it is Williams Bros’ common practice to place a green label on this type of dispensed medication that advises the patient of the different look, but that the medication is correctIn this specific instance, those labels were not placed on the bottles of medicationThis was explained to the complainant on Monday 12/14/All indications are that the complainant understood this explanation and had no further concerns with the medication being dispensed correctlyWhile there is no requirement to label a medication as appearing different than previously, Williams Bros apologizes for not having followed our practice of doing so.Point #2: Complainant believes that she was called a derogatory term and hung up on during a conversation with our contracted On Call Service.There was no derogatory terms used by the call service during the conversation with the complainant, and the call service did not end the conversationWe have reviewed the recorded conversation and found that the call service person was, at all times, professional and empatheticThe call was appropriately ended by the complainant with the call service person on the line, accepting the call being ended by the complainant, and no derogatory terms were used by either party.Point #3: Complainant is concerned that the issue could not be resolved until a pharmacist became available, which was the next business day.Williams Bros Health Care Pharmacy in Bloomington does not provide hours a day, days a week pharmacy serviceAny after-hours requests to our on-call service regarding pharmacist or pharmacy services will be deferred until the next business dayThe complainant was informed of this and was also informed that she would need to contact the pharmacy on Monday, 12/14/15.Desired Settlement: “Finish the Job”We are unable to completely understand this requestThe complainant was provided with the correct medication, with explanations regarding her concerns, in a professional and courteous manner at all times both by Williams Bros contracted staff and by Williams Bros employees.We consider this matter closedSincerely,Tony ***, RNCompliance Officer*** *** ***Williams BrosHealth Care PharmacyCustomers for Life
Williams Bros agrees with Mr*** that his services should be provided by another supplierWe are providing Mr*** with options for other local suppliers as well as providing the necessary medical records Williams Bros has on file for his use with the new supplierThis information
is being mailed to Mr*** at his last known addressIt will be Mr***’s responsibility to contact the supplier of his choice (either from the list provided or of his own choosing) and to make arrangements for the transfer to the new supplierWe regret having to take this action, but in today’s healthcare environment a clear understanding of both supplier and patient responsibilities is essential in order to have a successful healthcare relationship
Point #1: Patient unaware that outstanding balance due had been turned over to a collection agency. Patient was informed on several occasions that the patient is financially responsible for equipment, up to and including having the account sent to a collection agency for failure to receive payment....
On June 26, 2014 patient signed a "Notice of Possible Denial", acknowledging that he understood that he would be personally and fully responsible for payment in the event his insurance would not pay for equipment. On October 17, 2014 a discussion was held with the patient that, due to termination of his insurance coverage, patient would be financially responsible for the equipment if he chose to keep it. Patient at that time elected to keep the equipment. On December 18, 2014 payment arrangements were made with the patient to make payments monthly. On December 26, 2014 patient submitted a payment for $60. On January 26, 2015 patient submitted a payment for $59.74. On February 26, 2015 patient submitted a payment for $59.74 No payments were made during March, April, May, June or July 2015. On August 17, 2015 patient contacted WB because he had received letter indicating that if payments did not resume, account would be sent to a collection agency. Patient verbally agreed to resume monthly payments. No payments were made during September, October, November or December 2015. On January 25, 2016 patient account was sent to a collection agency for an outstanding balance. All future services were to be "Cash and Carry". Point #2: Patient received conflicting information regarding amount owed by the patient. We apologize for the apparent conflicting information presented to the patient regarding outstanding balances that may be owed to either Williams Bros or the collection agency. However, once an account has been sent to a collection agency, payment arrangements are then between the patient and the collection agency. A payment in full can be made to Williams Bros., as well. On January 25, 2016 patient account was sent to a collection agency for an outstanding balance. All future services were to be "Cash and Carry". Williams Bros policy is that, once an account has been sent to a collection agency, all future transactions are "Cash and Carry" until Williams Bros is notified by the collection agency that the balance due has been paid in full to the collection agency, or the account is paid in full to Williams Bros. Desired Settlement: "I just want to get my mask, and have it added to our bill. Now that we know we have an outstanding balance, we would like to receive a monthly bill so we can make the payments on it." As mentioned in the points above, the outstanding balance owed is now between the patient and the collection agency. Until Williams Bros is paid in full by the patient, or informed by the collection agency that the balance has been paid in full, all transactions are "Cash and Carry". No further payment plans to Williams Bros or monthly billing by Williams Bros. can occur until the outstanding account balance has been resolved. A payment plan between the patient and the collection agency is a possibility. The patient should contact the collection agency to discuss that option and determine if the collection agency would approve of such an arrangement.
The following points were found:Point #1: Complainant believes that the wrong medication was dispensed.Medication was dispensed correctlyDue to a different manufacturer providing the medication, the medication was a different appearance than what had previously been dispensedThis occurs
routinely and it is Williams Bros’ common practice to place a green label on this type of dispensed medication that advises the patient of the different look, but that the medication is correctIn this specific instance, those labels were not placed on the bottles of medicationThis was explained to the complainant on Monday 12/14/All indications are that the complainant understood this explanation and had no further concerns with the medication being dispensed correctlyWhile there is no requirement to label a medication as appearing different than previously, Williams Bros apologizes for not having followed our practice of doing so.Point #2: Complainant believes that she was called a derogatory term and hung up on during a conversation with our contracted On Call Service.There was no derogatory terms used by the call service during the conversation with the complainant, and the call service did not end the conversationWe have reviewed the recorded conversation and found that the call service person was, at all times, professional and empatheticThe call was appropriately ended by the complainant with the call service person on the line, accepting the call being ended by the complainant, and no derogatory terms were used by either party.Point #3: Complainant is concerned that the issue could not be resolved until a pharmacist became available, which was the next business day.Williams Bros Health Care Pharmacy in Bloomington does not provide hours a day, days a week pharmacy serviceAny after-hours requests to our on-call service regarding pharmacist or pharmacy services will be deferred until the next business dayThe complainant was informed of this and was also informed that she would need to contact the pharmacy on Monday, 12/14/15.Desired Settlement: “Finish the Job”We are unable to completely understand this requestThe complainant was provided with the correct medication, with explanations regarding her concerns, in a professional and courteous manner at all times both by Williams Bros contracted staff and by Williams Bros employees.We consider this matter closedSincerely,Tony ***, RNCompliance Officer*** *** ***Williams BrosHealth Care PharmacyCustomers for Life
Williams Bros agrees with Mr*** that his services should be provided by another supplierWe are providing Mr*** with options for other local suppliers as well as providing the necessary medical records Williams Bros has on file for his use with the new supplierThis information
is being mailed to Mr*** at his last known addressIt will be Mr***’s responsibility to contact the supplier of his choice (either from the list provided or of his own choosing) and to make arrangements for the transfer to the new supplierWe regret having to take this action, but in today’s healthcare environment a clear understanding of both supplier and patient responsibilities is essential in order to have a successful healthcare relationship
Point #1: Patient unaware that outstanding balance due had been turned over to a collection agency. Patient was informed on several occasions that the patient is financially responsible for equipment, up to and including having the account sent to a collection agency for failure to receive payment....
On June 26, 2014 patient signed a "Notice of Possible Denial", acknowledging that he understood that he would be personally and fully responsible for payment in the event his insurance would not pay for equipment. On October 17, 2014 a discussion was held with the patient that, due to termination of his insurance coverage, patient would be financially responsible for the equipment if he chose to keep it. Patient at that time elected to keep the equipment. On December 18, 2014 payment arrangements were made with the patient to make payments monthly. On December 26, 2014 patient submitted a payment for $60. On January 26, 2015 patient submitted a payment for $59.74. On February 26, 2015 patient submitted a payment for $59.74 No payments were made during March, April, May, June or July 2015. On August 17, 2015 patient contacted WB because he had received letter indicating that if payments did not resume, account would be sent to a collection agency. Patient verbally agreed to resume monthly payments. No payments were made during September, October, November or December 2015. On January 25, 2016 patient account was sent to a collection agency for an outstanding balance. All future services were to be "Cash and Carry". Point #2: Patient received conflicting information regarding amount owed by the patient. We apologize for the apparent conflicting information presented to the patient regarding outstanding balances that may be owed to either Williams Bros or the collection agency. However, once an account has been sent to a collection agency, payment arrangements are then between the patient and the collection agency. A payment in full can be made to Williams Bros., as well. On January 25, 2016 patient account was sent to a collection agency for an outstanding balance. All future services were to be "Cash and Carry". Williams Bros policy is that, once an account has been sent to a collection agency, all future transactions are "Cash and Carry" until Williams Bros is notified by the collection agency that the balance due has been paid in full to the collection agency, or the account is paid in full to Williams Bros. Desired Settlement: "I just want to get my mask, and have it added to our bill. Now that we know we have an outstanding balance, we would like to receive a monthly bill so we can make the payments on it." As mentioned in the points above, the outstanding balance owed is now between the patient and the collection agency. Until Williams Bros is paid in full by the patient, or informed by the collection agency that the balance has been paid in full, all transactions are "Cash and Carry". No further payment plans to Williams Bros or monthly billing by Williams Bros. can occur until the outstanding account balance has been resolved. A payment plan between the patient and the collection agency is a possibility. The patient should contact the collection agency to discuss that option and determine if the collection agency would approve of such an arrangement.