Choice Medical

I have reviewed this patients complaint. Here is the accounting of the issue with this patients complaint. We do have electronic time stamps for receiving documentation as well as when notes about contact with patient were made.Received order for CPAP Supplies on 8/1/2016Moved to our CSR to...

contact the patient to see what supplies were need on 8/9/2016. Due to high volume of Orders and Priority orders we were unable to begin work on patients order as quickly as we would have liked.Attempted to contact the Patient on 8/10/2016 no answer left message on voice mail.Patient returned call on 8/10/2016 and requested all supplies that ins would allow at that time. Sent order to our processing department to verify insurance coverage and see what co-pays were due at that time for his supplies.8/15/2016 Patient's Information was moved back to CSR the patient had a 20% co-pay that our company requires be paid prior to shipping supplies.Was able to contact the Patient on 8/18/2016 to notify about the Co-pay and to collect the copay prior to shipping supplies. Patient was very upset about Co-pay needing to be paid and hung up on our CSR.Received request for Documentation 8/22/2016. Processed Request for Medical Documentation and all records were sent on 8/29/2016.We apologize for any inconvenience and any delays in service it is our mission to try and help any and all of our patients in a timely manor. We are however required to process the orders by checking insurances, collecting any and all Co-pays/Deductibles that are due, and make sure all medical documentation is correct prior to dispensing any supplies or equipment. We also wish to help any patients wanting to transfer but these requests must be reviewed and documentation must be gathered and printed to be sent to the new company while still working with the many other patients that we have and helping them to get the equipment and supplies they need as well.We strive to do all that we can for patients while abiding by Company Policy as well as State and Federal Rules and Regulations regarding Medical Equipment and Patient Privacy.Thank You,[redacted]Location Manager