Aston Pharmacy

December 13, 2017Dear Ms***,We are in receiptof a complaint about our business ID ***Thank you for the opportunity to respond to this complaintHere at Aston Pharmacy Home Health Center, we pride ourselves on outstanding customer serviceIt is disturbing when we receive any complaint,
none-the-less at complaint coming to us through a 3rd party rather than directlyAfter reviewing this issue, I have summarized the facts and our records show that the issue has already been resolved, prior to receiving this complaint.We offer to bill patients’ medical insurances for supplies when they are coveredOnce we receive payment and an ***, we post the payment and any credit > $is issued to the patient by checkAll credits < $remain on the account to be used when they returnor will be issued by check at the patienfs request.Details regarding the complaint of overbilling copays follow:For *** testing supplies ordered and received on 2/10/15, 9/28/and '1/6/17, Mr*** was overcharged at total of $in total for copaysThis credit remained on hisaccount until his return on 5/8/ lwhen he used the credit towards a purchase (receipt attached)At this time the patient had *** as his primary medical insurance.On July 6, he ordered and received *** test strips againHe was charged a total of $for the anticipated copayAt this time, we billed ***, his insurance on fileWe subsequently received a rejection as he was now Medicare eligibleWe reached out tothe patient on July after receiving the denial for his new insurance informationOnce we received that information, we rebiiled his correct insuranceOn 9/25/we received payment and an *** and we adjusted his account to re?ect a credit of $5.07.The following notes document his phone call of November 14, 2017; PT CALLED AND SAID HE DID NOT GET HIS TEST HERE IN JULY BUT IT WAS ON HIS MC STATEMENTI TOLD HIM THAT WE HAVE A DELIVERY TICKET AND HIS SIGNATUREI TOLDHIM I WOULD CHECK IT FURTHER AND CALL HIM BACKI CALLED HIM BACK TODAY AND TOLD HIM THE SIGNATURE MATCHES PAST SIGNATURESHE SAID I WAS RIGHT AFTERCHECKING HIS RECORDS HE FOUND THE PAPERWORKHE IS DUE A REFUND OF I WILL GIVE TO WANDA TO PROCESS REFUND -DBAs refunds are currently processed twice monthly, the request for refund was received and processed on November 30thOnce his account was properly credited, a refund letter and check were mailed on December 4th in the amount of $check #***As oftoday, it does not appear to have been cashed.In retrospect, although we correctly billed, adjusted and credited this patient, this provides an opportunity to review and improve our existing internal proceduresFirst, going forward, we will change our policy to issue credits > $(down from $10)immediately upon receipt of ***Next, refunds will be processed weekly rather than twice monthly to avoid any unnecessary delaysFinally, l wiil review with our staff the need to make certain any patient paying an anticipated copay is aware of our policy regarding issuance of credits on account in order to avoid any confusion.Thank you for the opportunity to address this patient’s concerns and the opportunity to improve our business practices.Sincerely,Maria P M***, RPh, MDOperations ManagerAston Pharmacy Home Health Center“this patient“ being used to protect patient privacy

Aston Pharmacy gave me a refund for some of what I was over chargedSomehow other customers need to be made aware of this practice of being overcharged.Thank you,*** ***