Herban Legends

The service provider did not provide continuity of careHaving a provider in the office days over the course of an entire month is not the same as having a full time staff on-callIt was their decision to fire the staff which resulted in chaos for expectant mothers one of which was years oldThis should be considered patient abandonmentAt the very least, the service provider should provide monetary compensation to its former patients for the stress created by this decisionThe company benefited from several months of billing the insurance for prenatal care and then bailed before the most important services were dueI am requesting compensation in the amount of $to pay for the cost of our DoulaThe explanations for the poor customer service are not sufficient and unsatisfactory

Case: [redacted] – This patient was not billed $for the only visit that she had with us Her visit was billed as preventative to her insurance in accordance with American Medical Association CPT guidelines and her insurance paid the full amount due per our contract All codes billed to insurance were adjudicated by the plan and deemed appropriate for the services rendered After the insurance processed and paid the claim, there was no balance due from the patient and she was never sent a bill or asked to pay $

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reached out and spoken with Ms***. She was able to express her concerns and I thanked her for her feedback and let her know I will be doing some coaching so this doesn't happen again. We resolved the complaint

Unfortunately, MomDoc had to close down the office due to no providers being available. We do have a provider who is willing to help out in *** for days this month to see patients that need urgent careThis is an unfortunate event that we could not foresee happening and are doing
the best we can

To Whom It May Concern,After reaching out to the patient, she informed me that this issue was taken care of the week after she reported her complaint to he Revdex.comShe stated she is happy that it was taken care of and thanked me for following up with her. Jenny C*** MomDoc West Side
Lead Medical Office Supervisor

To whom it may concern: The patient first made her complaint to our office in and we had agreed at that time to adjust her balance as a courtesy after investigating thoroughly the patient’s issues. The only issue that remained was that the balance was never actually adjusted in our
system and we did not hear back from the patient at any time after the initial determination. The balance has been adjusted and there is no balance owed on the patient’s account. A letter has been sent to the patient along with a copy of her account statement that shows there is no balance due from her at this time. At no time did this organization attempt to “scam” the patient. It was an oversight that went uncorrected after we did not hear from the patient until this complaint was filed. It is our policy to resolve all patient complaints immediately and with full satisfaction of all parties. I believe that the resolution put forth today accomplishes that and it is my sincere hope that the patient feels that way as well. For the purposes of patient medical privacy, I cannot address the details of the patient complaint here. Thank you, Eric S***, CPPMBilling Department & Credentialing Supervisor***###-###-#### Office Phone & Fax###-###-#### CellCelebrating Years of Great Patient Care!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action of no monies owed and, if it does, will consider this complaint resolved
Regards,
*** ***

this person has provided informationNot once did she tell me that they sent a check to pay for the lab billI followed up with her bit it always goes to voicemailI left her a voicemail letting her know that it has not been resolved that I spoke with my insurance and they confirmed that my lab information is on my insurance card along with my insurance info that is used when they call to check my insurance all the information is on the card and a well trained employee would see thisShe also failed to mention that Nicole the office manager admitted to mistake of employee and apologized that they made the errorThis has not been resolvedShe also said she cannot confirm with Nichole because she is no longer employee with mom docSo I am being penalized for it

Case:  [redacted] – This patient was not billed $50 for the only visit that she had with us.  Her visit was billed as preventative to her insurance in accordance with American Medical Association CPT guidelines and her insurance paid the full amount due per our contract.  All codes...

billed to insurance were adjudicated by the plan and deemed appropriate for the services rendered.  After the insurance processed and paid the claim, there was no balance due from the patient and she was never sent a bill or asked to pay $50.

I reached out to the patient and was able to talk about her experience at the office.  I thanked the patient for her feedback and that I will be following up with the office staff in regards to her complaint.  Patient thanked me for speaking with her. Complaint resolved.

To Whom it may concern:After speaking with the patient, we were able to resolve the issue of her having a balance of $400 with MomDoc.  I explained to the patient that according to our billing records, she does not have any balance with us and that it was all covered by her insurance.  The...

patient was happy with that answer.  I also asked the patient about the lab bill that she was talking about, and I let her know that our records indicate that we sent her a check for the exact amount of her lab bill so that she could pay her lab bill.  The patient stated there shouldn't have been a bill in the first place if it was sent to the correct lab.  I informed the patient that unfortunately based on her insurance card program, the patient is responsible for notifying the provider/lab service of the program she is on so labs are ordered correctly.  I asked the patient if she notified anyone and she stated she did not.  I explained to her that because she has a LabCorp bill and we are not LabCorp, I cannot help her with that especially since we already sent her a check for the exact bill June of last year. The patient stated she will contact her insurance company and get back to me but I have yet to hear from her.  I tried again to contact her a week later and left a voice mail but have not heard back.

The service provider did not provide continuity of care. Having a provider in the office 4 days over the course of an entire month is not the same as having a full time staff on-call. It was their decision to fire the staff which resulted in chaos for expectant mothers one of which was 14 years old. This should be considered patient abandonment. At the very least, the service provider should provide monetary compensation to its former patients for the stress created by this decision. The company benefited from several months of billing the insurance for prenatal care and then bailed before the most important services were due. I am requesting compensation in the amount of $650 to pay for the cost of our Doula. The explanations for the poor customer service are not sufficient and unsatisfactory.

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

As a company, we were very sad we had to close the [redacted] office and understand it was an inconvenience to all of our patients that we cared for which is why we took multiple steps in order to give each [redacted] patient the option to continue care with a different provider that was willing to work with MomDoc and take on the care of our patients.  On 8/28/17 MomDoc called each patient of our [redacted] location to inform them of the office closing, and to give everyone the direct contact information for the doctor that was going to continue caring for all of our MomDoc patients.  Also on 8/28/17 a written letter was sent out to all [redacted] patients informing them of the same information provided in the phone call: direct contact information for the doctor that was going to continue caring for our patients.  We were also featured on the news in [redacted] on 8/31/17 talking about the office was closing and the information of the doctor who was going to continue caring for our [redacted] patients.  We understand this was an abrupt change that we could not forsee happening, but we did the best we could in following all steps necessary to give our [redacted] patients the information they would need to continue with their care.