Complaint Review: MACT Health Board Inc. Tuolumne - Angels Camp California

With regard to the rebuttal:

I don't know why anyone would be surprised by this type of complaint internally, according to a handful of the clinic's own staff, you hear them all the time.

And no I didn't depend on my recollections to write my original report, I took notes as the event was unfolding. So while the clinic's billing was inflated, my notes were not.

We aren't ALL morons, most patients realize that past billing must be paid prior to subsequent visits. What we don't anticipate is that we would have a multitude of visits that encompass YEARS and then be slammed with a "prior" bill that is 5 years old, on a billing date that can no longer be confirmed on our end or for an amount that changes depending on who you talk to. Additionally if you reread your own rebuttal I think we can agree on one thing, "timely" is the operative word here.

The patient that we are referring to has a progressive lung disorder, breathing has now become a chore. Has your lack of compassion sunk so low that having a spouse handle the patient's affairs become a source of contention? God help us all, do you need to be reminded that you work in the health care industry?

And thank you for giving me the 800 compliance number NOW, after the fact. I talked to at least 3 different individuals and never was that information given to me as a resource. I would have exercised it...the patient needed health care, we would have done at least that to get it.

And no generally, we were not disgruntled with the heath care, not even to this day had the patient been allowed to continue heath care there. It's the billing department that we had issues with in this matter. Look through your records my family has received care at this clinic for the last 20 years!

My original report was written only after I had made call after call after call. Each time receiving clarification that the patient could NOT be seen, if this bill in dispute was not paid BEFORE the appointment.

And Tammera? If you weren't taking advantage of those less fortunate and the ignorance of others to get these old "past dues" paid...you would know that if many of these poor people knew they had rights, they would exercise them. You would then see a multitude of complaints here and not just mine.

With regard to the "past due" bill:

On August 31, 2009, we received an updated and itemized statement for the bill in dispute. We can't understand most of it with exception to one thing. We owe "$0.00" balance. The itemization is listed below:

Office visit Minor visit: $40.00
Medicare Payment: -$26.06
Adj. Medicare: -$7.43
Zz J&L Collections: -$6.51
Zz J&L Collections: -$6.51
Central Valley Collections: -$6.51
Central Valley Collections: -$6.51
Bad Debt under $10 Credit: -$6.51

That's a pretty complicated way to say that we were right. And yes, we accept your apology. However too little too late, we've ended our 20 year stint with the clinic.

Erroneous report? Your rebuttal has nothing but generic information in it. I put my facts out there on the line. Tell you what, you give your first name and I'll give mine. Deal?

It is unfortunate that the mentioned patient had a bad experience with our organization. I was actually very surprised by the accusations in the complaint. Having first hand knowledge of this patients experience all I can say is that the recollection was a little inflated.

It is the policy of MACT Health Board that all outstanding debts must be paid in full prior to future appointments at any of our 8 locations. I realize that this policy has not been enforced by our outlying clinics however it will be in the future. This is not a new practice in any way. Most physician offices will require that you make a payment on any old debt owed prior to making future appointments. By law a creditor has up to 5 years to actively collect on a debt owed.

All complaints regarding billing of any kind will be handled promptly at the request of the patient. If a patient requests proof of an appointment the proof will be provided within a timely fashion. Additionally, while a complaint is under investigation a patient will not be denied services at any of our clinics. For a complaint to be handled in this fashion it must done through our compliance hot line, 1-866-811-0192.

What is interesting is that the mentioned patient never even bothered to call the billing dept to discuss the bill. Nor is there any knowledge of the mentioned complaint regarding the daughter or son. If these were active complaints I would have first hand knowledge of them and would have rectified them.

We are always willing to work with patients regarding old or new debts. The patients that refuse to work with us are generally the ones that are disgruntled. If I had spoken to this patient I would have been more than happy to provide them with the proof of the balance. If at any time it was discovered that an error had been made the patient would not have been held accountable.

In no way has any fraudulent billing occurred regarding this patients accounts. Unfortunately, the mentioned person did not give us an opportunity to provide proof of the encounter prior to making this erroneous complaint.