Definition of ACCOUNTABILITY
: the quality or state of being accountable; especially
“A body of men holding themselves accountable to nobody ought not to be trusted by anybody.”
― Thomas Paine
― Thomas Paine
I'm looking for it but I'm not sure I'll ever make it happen.
Before I begin my rant let me note that Austin's numbers are holding steady 14.3 for the hemoglobin, platelets are a little raised still 553 but it is what it is.
I am so tired of dealing with hospitals and insurance but at least now I can truly appreciate and understand the difficulties many families might face when dealing with a chronic condition.
Today it was time to do a little writing. I was furious that in my dispute of a co-pay that the "Service Excellence Associate" never took the time to talk to me, so the following was my response which I sent to customer service at HF Wyandotte Hospital and to Hap. Who knows if I will accomplish anything but at least I know I've tried.
*** start of message ***
Ref: Account No: xxxxxxxxxxx, Date of service: October 24-25, 2013
I am disputing the co-pay assessed for a visit to the Emergency Room at Henry Ford Wyandotte Hospital on 10/24/13 in which I was not discharged from the Emergency Room but held overnight. Overall, the stay at Wyandotte Hospital and the time in which it has taken me to address this issue has not been a positive experience and reflects poorly on Henry Ford Health Systems customer service.
On October 23, 2014, I received treatment at the Dermatology Offices at Henry Ford New Center in Detroit. A surgical procedure was done to remove skin cancer. On October 24, 2014, I had two incidents/complications from the procedure:
1. With no activity I found myself profusely sweating with my body unable to regulate my temperature
2. A fainting spell which occurred when I went to pick up my son who attends the Josephine Brighton Skills Center. The nurse on staff took my blood pressure which was 84/52. At this point I decided it was not wise for me to be driving so I made arrangements to be transported home.
I called the Dermatology Office and was advised to go to the ER. At the ER I was not discharged from the ER but was admitted into a room for further testing.
I have been informed that my co-pay is still required because the hospital did not code the overnight stay as an admission they coded the overnight stay as observation. All because of how the overnight stay was coded impacted what or what not I was liable for. I would like to see the policy on what defines an admission and what defines an observation when it comes to overnight stays. I would like the Hospital to review its policy with customer service in mind and make a few revisions.
I called billing services at Wyandotte Hospital and was told I needed to contact Hap, I called Hap talked to a customer service representative and a supervisor. I was told because Wyandotte coded this as observation only the co-pay was assessed. I called Wyandotte again and was told I needed to have a doctor to change the code. I asked to speak to a supervisor and was told I was still responsible for the co-pay. I asked to dispute this charge and was told I would be contacted by a patient advocate.
On March 22, 2014, I received a letter from Xxxx Xxxxxxxxx, a Service Excellence Associate, in this letter he noted that “The Chairman and Medical Director of the Emergency Department has reviewed your medical records and determined that the care and treatment that you received was appropriate. You received proper evaluation and were placed in the hospital for further testing. As a result, your co-pay will continue to be your responsibility.”
I have a problem with this:
1. Mr. Xxxxxxxxx never connected with me, he talked to the ER department but did not call me. I did not have a voice or was given the opportunity to present my concerns.
2. My trip to the ER was a direct result of services provided on 10/23/13, if I would have not had the treatment I would have had no need to visit the ER.
3. I was not discharged from the ER and sent home on 10/24/13, I was kept overnight.
4. I am not debating that the care and treatment I received was or was not appropriate, I am debating how it was coded.
With the time frame related to a procedure done on 10/23, because it was within 24 hours of this procedure, I do not believe I should be required to have a co-pay. My body reacted very negatively to this procedure and a trip to the ER was warranted because of the reaction.
Furthermore, this is not my first negative experience with Henry Ford Wyandotte Hospital and Henry Ford Health Systems.
In December 2013, my adult son who is disabled (Fragile X Syndrome and Autism) developed Hemolytic Anemia. He was hospitalized at the Main Campus from 12/3 to 12/17. Steroid and IVIG treatments failed to treat the anemia and his spleen was removed on 12/12. Just prior to, and during the surgery, he had an allergic reaction in which the cause was never identified even though I repeatedly questioned what happened. He came out of the surgery with a very swollen face and the remnants of hives. On January 27, 2014, we had an appointment with Infectious Disease at the Henry Ford Main Campus in which they gave him a Pneumococcal booster. At 10 p.m. that evening it was noted that his face and upper lip was swollen and at that time of the night the only options available to me was the ER. Please keep in mind the patient because of his disability is unable to communicate the severity of his distress. With his medical history and recent surgery as his parent and guardian it’s critical that I be meticulous in addressing his care.
Once again, our visit to the ER was a directresult of a treatment/procedure at a Henry Ford Health Systems (HFHS) facility. It was not on a whim that I took him to the ER, it was out of necessity because it was the only option available. I was billed a $150 co-pay for that visit as well, Account #: xxxxxxxxx, which I have disputed and I am waiting to determine if his Medicaid, his secondary insurance to HAP, will cover.
Even if his treatment is covered and Medicaid picks up the $150 co-pay charge it does not address the fact that the trip to the ER was a direct result of what occurred at our office visit that very same day. In this situation I was once again bounced between Wyandotte’s Billing Department, HFHS billing department, the patient advocates office and Hap.
I’m left with a very negative after taste when it comes to customer service, it is as if the patient does not matter, the patient, the customer comes second to the almighty dollar. I’m discouraged that I can’t make one phone call to resolve an issue but it takes multiple calls, with not one individual besides myself taking ownership of the problem, and letter writing.
If Henry Ford Wyandotte and Henry Ford Health Systems are truly concerned about patient satisfaction, service excellence, the only way to correctly address this issue is to create a policy in which within a specific time period, for any follow-up services to treatments/procedures administered at a Henry Ford Facility, all co-pays should be waived. A policy that would not only positively impact my family but benefit others who have also been in this situation. I am held accountable for my health and well-being, I’m held accountable for payment for services rendered, where is the accountability for Henry Ford Health Systems?
Regards,
*** End ***
It's probably a good thing I don't rant often but it truly irks me when any organization states customer service matters when they don't walk the talk. I don't think I'm asking for too much, I just think they need to be held accountable.
